Empower Our Customers and Staff

Introduce self-service options to improve 24/7 support availability, and decrease problem resolution time.

Provide the Santa Monica community with data, tools, and information they need to be informed, empowered, and energized consumers of City services. The City implemented a new service delivery system (Compass) to improve technology usage and the support experience of City staff. Through customer self-service capabilities and an improved customer experience. The Compass system provides visibility to the status of entered requests and whether a service is delivered within an expected time frame. As of November 2022, 57% of clients use self-service for resetting passwords.

Metrics

% of all client requests submitted via self-service portal

This measurement indicates percentage of technology support requests submitted through an automated method. Increased usage of self-service improves both the client experience and internal efficiency, reducing the amount of time spent by City staff supporting routine requests.

Time Period	Metric Value
July 2018 - December 2020	65%
Jan 2021 - April 2021	79%

% of all client requests that met service delivery targets

Each request for service has a target for resolving that specific issue or request based on various criteria.  The faster those requests are handled the less time City staff waits for support, increasing productivity and efficiency of City operations.

Time Period	Metric Value
July 2018  - December 2020	71%
Jan 2021 - April 2021	73%