Thread by @KCMO

#KCStat meeting on Customer Service and Communication has started. We are live tweeting and you can view the meeting live online via our YouTube Live channel at

Measures of Success for Customer Service and Communication as shown. #KCStat

First objective to be discussed: Continually seek innovative and creative ways to connect with the public and staff while applying an integrated and strategic approach to all communication efforts. #KCStat

Effectiveness of Communication Over Time as shown. #KCStat

Importance-Satisfaction for Communication as shown. #KCStat

Resident Satisfaction with the Availability of Information about City Programs and Services as shown. #KCStat

Resident Satisfaction with Availability of Information by Age Demographics as shown. #KCStat

1st and 2nd Preference for Receiving Information as shown. #KCStat

Strategy A to support first objective: Implement the City’s strategic communication plan and ensure that it includes an integrated, strategic approach for communicating with residents about pressing operational issues. #KCStat

You can learn more about the latest Year Two Progress Report tied to #GOKC projects at kcmo.gov/gokc/latest/

#GOKC Projects are an integrated, strategic approach as shown. #KCStat

Social Media Reaction to #GOKC Projects has been very positive as shown. Residents and organizations often share how the GO KC projects have made an impact in their community. #KCStat

Learn more about #GOKC projects at kcmo.gov/gokc. Also on this page, residents can follow the progress of GO KC projects by checking out the GO KC Projects Explorer. #KCStat

Strategy B via Human Resources Dept. to support first objective: Expand customer service and communications training for supervisors and managers through multiple channels in order to reinforce learning and further refine skills in these areas. #KCStat

Since May 2014, all newly hired employees completed Customer Service Training as part of their onboarding experience. #KCStat

Strategy C via City Communications to support first objective: Create at least one Public Service Announcement (PSA) per quarter on important City issues. #KCStat

.@KCMOFireDept Hands-only CPR PSA recently created that will be played at the @Royals Kauffman Stadium: #KCStat

Mayor’s Challenge to Prevent Suicide among Service members and Veterans PSA: Thank you to @DanielMBrazzell with @TeamFidelisKC sharing with us about how you can help veterans with PTSD. #KCStat

Citizen Satisfaction with KCMO Video Content (TV and Online) as shown. #KCStat

If you have not had a chance to see “KC in 60” videos with host @SeveroMichael, check out the playlist on our YouTube channel: A new KC in 60 video for this month (June 2019) will go out today. #KCStat

.@KCMO has embedded the KC in 60 videos within tweets since last year. Many times, we take clips from the full video and share them in tweets promoting upcoming events, etc. #KCStat

KC in 60 is so popular that it is the #1 most viewed content on the Smart City kiosks. Great work by @SeveroMichael on his work on this video series each month! #KCStat

Now discussing Objective 2: Expand resident engagement in activities throughout the City, including the Citywide Business Plan and budget review processes. #KCStat

Resident Satisfaction with Opportunity to Engage/Provide Input into Decisions Made by The City as shown. #KCStat

Resident Satisfaction with Opportunity to Engage/Provide Input into Decisions Made by The City (by Council District) as shown. #KCStat

Strategy A to support Objective 2: Identify new methods of promoting resident participation at events, such as the Citizen Engagement University, Citizen Works sessions, and other public hearings. #KCStat

2018 Resident Work Sessions stats via @KCMOBudget as shown. The 2018 Resident Work Sessions were the highest attended Resident Work Sessions that the City has hosted. #KCStat

2019 will be the final update to the current four-year Citywide Business Plan. 2019 Resident Work Session Dates as shown. #KCStat

Community Engagement University for residents has been very effective. Learn more about this program at kcmo.gov/community-enga…. 22 graduates from the Spring 2019 class. #KCStat

Currently planning for an internal Community Engagement University (CEU) program for employees wanting to know more about different city departments. Launch this fall. #KCStat

This Spring, a multi-departmental Resident Engagement Committee was convened to identify ways to increase participation and involvement for residents of KCMO. #KCStat

Resident Engagement Branding has had an overhaul. Called SpeakEasy. Informal name, easy to approach, graphic and recognizable, specific to meetings with a testimony/input element. #KCStat

Strategy B via City Communications to support Objective 2: Identify and utilize interactive technologies to communicate directly with citizens on a remote basis, such as the City’s virtual town hall and other social media channels. #KCStat

Resident Satisfaction with KCMO’s Use of Social Media as shown. Satisfaction increased by 3% in FY2019. #KCStat

Increase in satisfaction for @KCMO's use of social media can be attributed to continued excellent customer service with quick replies to residents who ask questions and getting information out via PIO’s like @BethB3, @MaggieBikesKC , etc. who provide details on projects, etc.

Resident Satisfaction with KCMO’s Use of Social Media by age as shown. Satisfaction increased by 9% in FY2019 in the 45-54 age group. 6% increase in satisfaction for the 65+ age group. #KCStat

Social Media Growth over last year as shown. Greatest increases for Twitter where we get the most engagement and @Nextdoor. We attribute these increases and continued success to the City Communications Team who have always provided great content to the Social Media Mgr. #KCStat

We made it a priority to share about the work being done this spring to fill potholes to keep residents informed and in-the-know. Many thanks to @MaggieBikesKC, Public Works PIO, who kept us updated with the latest stats, photos, and videos. Over 55,000 filled to date! #KCStat

Objective 3 now being discussed to Promote trust and understanding through transparency. #KCStat

Resident Satisfaction with the Usefulness of the City Website as shown. #KCStat

Resident Satisfaction with the Usefulness of the City Website for those who have visited the site as shown. #KCStat

The new KCMO.gov will be a better website for residents. Customized results with “Your Resources” look up and easier search function. #KCStat

New KCMO.gov will have new features for residents as shown. #KCStat

Resident Satisfaction with KCMORE Magazine as shown. 6% increase in satisfaction from FY2018 to FY2019. You can view the magazine at kcmo.gov/kcmore #KCStat

Strategy B via City Manager’s Office to support Objective 3: Respond to the most frequent public information request by providing data on the Open Data Portal. #KCStat

Kansas City, Missouri received it’s first Gold Certification from @WhatWorksCities in 2019. This certification recognizes local governments for excelling in the use of data and evidence to deliver results for residents. Well done, @DataKCMO!! 👏#KCStat

KC’s Open Data program scored all points available within the Open Data area that helped the City achieve Gold Certification for 2019 via @WhatWorksCities. #KCStat

The City receives approximately 400 sunshine requests per year. An online form to submit a sunshine request can be found at kcmo.gov/sunshine. #KCStat

The clean-up of removing all PDFs from the open data portal began at the start of 2018. The goal is to continue to improve site usability by streamlining content. #KCStat

Strategy C via City Communications to support Objective 3: Identify ways to impart information more effectively to personnel in the field. #KCStat

2018 Internal Services Survey as shown. Employees who spend the majority of their time in the field are less likely to feel that they know what is going on in their department or the city as a whole. #KCStat

City Communications has several challenges with their efforts to communicate to field employees as shown. Communicating with field staff is limited to face-to-face; labor and time intensive. #KCStat

Strategy D via Finance Dept. to support Objective 3: Disseminate a manual on best practices to improve intra-and inter departmental communications. #KCStat

2019 was the fourth year for the Deputy/Division Manager Exchange (facilitate the exchange of ideas and best practices across departments and to build relationships between home and host departments). #KCStat

A Best Practices Manual is being developed to provide guidance of best practices of internal communications within departments, between managers and staff, and between departments. #KCStat

Objective 4 now being discussed: Improve the internal and external customer experience. #KCStat

Resident Satisfaction with Customer Service from City Employees Over Time as shown. #KCStat

Top 5 service requests via 311 from 2016-2018 as shown. Trash/Recycling is by far the most requested. #KCStat

311 Monthly Service Requests from 2015-2019 (Year-to-Date) as shown. #KCStat

311 Service Requests from November 2018 to May 2019 as shown. #KCStat

Satisfaction with quality of the city’s 311 service as shown. #KCStat

Satisfaction with ease of using 311 via phone has consistently been higher than ease of use via the web. Web usage saw a significant increase of 3%. #KCStat

Courtesy/Professionalism with 311 staff – Resident and Employee satisfaction as shown. #KCStat

Discussing Strategy A via City Manager’s Office to support Objective 4: Monitor established customer service standards that can be applied across all departments, and report performance. #KCStat

KCMO Customer Service Standards as shown. Purpose: Provide guidelines to all city departments, divisions and individuals city staff members on accepted customer service procedures. #KCStat

City of Kansas City Employee Kudos is up and running. We now have one central repository for city employees compliments. You can send your kudos in to recognize an employee at kcmo.gov/citykudos/ #KCStat

72% of new hires agree that the City as a whole creates a Culture of Service. #KCStat

That concludes today's #KCStat meeting. Thank you for following along. You can view the entire presentation at kcmo.gov/kcstat/meetings under June 4.