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Home My WebLink AboutSS4 - Quest Demonstration-PresentationCitizens Request and Project Tracking System v City of Newport Beach !I4 i , t What is Quest? Online collaboration tool for handling citizen requests and efficient project tracking. City of Newport Beach Community Survey 2007- 2010 Satisfaction with City Communication. Quality of the City's website increased 17% from 52% in 2007 to 69% in 2010. Satisfaction with Major Categories of City Services. Effectiveness of City communication with the public increased 10% from 69% in 2007 to 79% in 2010. Quality of customer service from City employees increased 6% from 75% in 2007 to 81 % in 2010. Why on- line? Newport Beach Demographics 0 to 14 years 159224 17% 15 to 24 years 109934 12% 25 to 34 years 81000 9% 35 to 44 years 139709 16% 45 to 54 years 159037 17% 55 to 64 years 109960 12% 65 to over 149536 16% Total Population 84,400 2008 Community Survey On-Line Usage is Always Increasing Change in internet use by age, 2000 -2009 ,0, 75% F4 r� P n 0 is 5096 0 9 e 25% 096 2000 2009 Teens 12 -17 93% All adults 74% 18 and older Adults 18 -29 93% Adults 30 -49 81% . Adults 50 -64 70% Adults 65 38% and older Pew Internet Improving Customer Service o"® � �4soc�J Calendar Subscribe to News & Alerts FAQs Contact Us _:ITY OF Newport Beach Quest Online Service Requests 10 View My Existing Requests Welcome to (hest, the City of Newport Beach's online request system. You may use these pages to request city services on the web 24 hours a day 7 days a week. Please select a category for your service request: OAddress Change> O Document & Information Requests 0Refuse & Trash O Beaches & Parks OFre Hazards & Violations 0Street Maintenance OBuiding & Municipal Code Complaints OGrafil 0Traffic Signs & Signals O Business License 0Harbor Resources O Water Services Beaches & Parks Accumulated Sand on Ocean Front Walk r Reaeation Facoy Maintenance Jfti at City Park/Recreauon Facity F Restroom Needs Repair -iohtino at Cty Park/Reaeabon FaCItCV F Restroom is DaN r Park Sprnlder Needs Repair F Tennis Court Needs RepaF r Plavaround Equipment Needs Repai QueSt Access to on -line Service Online Service Requests 24 Hour Access ► Quicker Response ► Easier Direct Feedback to Citizens Less Process Time by Staff ► Efficient Tracking of Request by Citizens and Staff Available for Performance Measurements Reporting Where are we now? guest evolution • Open /Close Water Service • Business License • General Services Requests • Code Enforcement Complaints bu- SlHeSS LiCeCISe me(levvui Utilities Services Requests • Charter Permit • Fire Hazard Complaints • Documents & Info. Request • Facility Maintenance Zoning Information Request Starting Date 08/2005 12/2005 03/2006 09/2007 03/2008 04/2008 07/2008 01/2009 09/2009 09/2010 10/2010 i ues 0(el aces to our l- urninrwS System From a Pothole ... Before Enter your request After Check the Status of you request r I Quest Newport ueucii Quest To a job queue To a Business License ... Want to do Business in Newport Beach Newport Beach Quest a-- License is Mailed, Next Time You Can Renew On-Line I I X N _I Newport Beach &W ME Thank You. Your reauest has been received. Enter your License Application and Payment =7 Automatic Interface to commPlus Where are we going? Adding more citizens requests to Quest Broken street lights Damaged park equipment • Debris in the bay • Graffiti • Loud noise • Manhole covers • Tree removal and tree trimming • Water Leal<s.... Portable devices for crew members to view their work orders in the field Increase citizens awareness of on -line systems Project Tracking Track Major Council Initiatives Other Major Projects as Determined by Council and City Managers Office Provides Quarterly Status, Budget, Time Spent, Schedule and Milestones Benefits of Project Tracking Better communication among staff Central repository for all the project information Project continuity Time tracking of projects Real time status update to management File consolidation Council Projects Project get Completion J� Sevg (� —Start Date -- —Due Date -- v I —Protect Lead- [I- it Sav Eelgrass Study 1/1/2010 5/1/2011 Arleen Arredondo Susan Giangrande Mary Locey Vilasinee Kiatkwankul Jackeline Luengas- alwafai Dana Smith Avery K. Maglinti Vilasinee Kiatkwankul Christopher D. Miller + New Project — Status— In Progress Initiated Initiated Initiated Initiated Initiated Completed In Progress City of fle•rnport Beach California Need Help? Call IT x3091 InfoSend Declined & Expired Letters 10/20/2010 11/5/2010 Forensic Accounting of IT Expenditures 10/14/2010 11/12/2010 ATBAT- Customer Service Subcommittee 10/14/2010 3/31/2011 Ricoh Aficio MP 5001 installation 912712010 2010 Applications /GIS Projects 9/2712010 12/31/2010 ATBAT (Advisory Team for Business and 9/23/2010 12/31/2010 Technology) Test New Project Management Apo 9/1/2010 10/20/2010 [I- it Sav Eelgrass Study 1/1/2010 5/1/2011 Arleen Arredondo Susan Giangrande Mary Locey Vilasinee Kiatkwankul Jackeline Luengas- alwafai Dana Smith Avery K. Maglinti Vilasinee Kiatkwankul Christopher D. Miller + New Project — Status— In Progress Initiated Initiated Initiated Initiated Initiated Completed In Progress City of fle•rnport Beach California Need Help? Call IT x3091 Project Status Newport Bay Eelgrass Study Description: This Phase It work will build upon the draft Eelgrass Protection and Mitigation Plan that the City proposed to the National Marine Fisheries Service (NMFS). and will also entail negotiations with NMFS and other agencies to finalize a policy that can be implemented by the City under authorization from federal and state agencies Goal, objective or metric: The purpose of this project is to develop an Eelgrass Protection and Mitigation Plan that specifically addresses the needs of Newport Harbor. and will act as an exception to the already established Southern California Eelgrass Mitigation Policy. thereby providing relief to the waterfront residents who need to dredge and reconstruct their docks in eelgrass populated areas. Kay departmental partnerships: Team members include Mike Josselyn with WRA Environmental Consultants and Larry Paul and Associates Milestones Revision #1 complete Transmittal letter sent Meeting with NMFS and team Revision #2 complete Transmittal letter sent Meeting with NMFS and team Revision #3 NMFS (Bryant Chesney) agrees w... Review Plan with Bay Issues Co... Bryant Chesney sells plan upwa... NMFS advises other agencies (C... Plan adopted tco% t00% Initiated By: City Council Staff Lead: Christopher D. Miller Created On: 1/12010 Started On: 1/12010 Target Completion: 5112011 Budget Status: Under Project Status: In Progress 11112010 41112010 711/2010 101112010 1/1/2011 4/1120115/3112011 Project Budget bear Date Budget Impact Budget Remaining 2371/8080 1112010 564.80000 564,800.00 WRA Environmental Consultants 7/112010 ($341.25) 564.458.75 Larry Paul & Associates 8/1/2010 ($840.00) 563.618.7; WRA Environmental Consultants 8/1/2010 (52.108.17) 561.510.58 WRA Environmental Consultants 9/1/2010 (54:736.38) 556.774.20 Larry Paul & Associates 9/12010 (Si.344.00) 555.430.20 Quarterly Status Update During 03 2010, Mike Jossetyn, Larry Paul and myself revised the Plan to reflect the comments provided by Bryant Chesney during our last meeting and review of revision #1 However. there's still some negotiating left regarding (1) the de minimis amount of eelgrass that would be acceptable before mitigation is needed, and (2) the temporal effects of eelgrass loss- A transmittal letter was generated to respond to his comments along with a copy of revision #2. Bryant responded to our letter but the earliest he could meet to discuss the latest revision is October 15.