LTC 507-2019 Customer Service Center Enhancements MIAMI BEACH
OFFICE OF THE CITY MANAGER
LTC# 507-2019 LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members o he City I +mmission
FROM: Jimmy L. Morales, City Manager l //
DATE: September 17, 2019
SUBJECT: Customer Service Center Enhancements
The purpose of this Letter to Commission (LTC) is to provide the Mayor and City Commission
with an update regarding several customer service enhancements at the City's Customer
Service Center (CSC). The CSC is a division of the Finance Department and is located at 1755
Meridian Avenue. The CSC is a "one stop shop" for a myriad of citywide customer service-
related services including utility accounts, business tax receipts, resort tax, parking permits,
passports, various permits, and cashiering. The CSC is open Monday through Friday, from 8:30
am to 6:00 pm and processes approximately 37,000 face-to-face customer transactions per
year and 492,000 phone calls through its in-house call-center. We are excited to be able to
offer our residents the following new customer service enhancements:
Utility Bills
Currently, utility bills only include billing information for up to 2 water meters. Although this
accommodates the majority of customers, some large commercial accounts can have up to 17
meters. Because of the limitation of the current bills, these large commercial accounts often
need additional billing information in the form of spreadsheets from CSC staff. This month we
are launching a new utility bill format. The new utility bill will be able to include billing
information for up to 25 different meters and provide additional information such as type of
meter, size of meter, and overall 12 month usage chart. In addition, customers will now be able
to opt-in for electronic bills (E-bills) distributed through e-mail instead of receiving paper bills
through the mail.
Average Wait Times & Express Lane
The recently upgraded queuing system at the CSC now provides average wait times for several
different types of transactions, which are now available on the City's website and on the City's
mobile app in a few weeks. The lobby of the CSC has a new monitor showing the average wait
times by transaction so customers quickly know approximately how long they will wait to be
seen. To facilitate a faster turnaround for simple transactions, the City has a new dedicated
express lane at the CSC. The express lane is designed for customers with transactions that
only take a few minutes to complete such as: applying for garage sale permits, proving
residency for the resident discount at parking meters, and applying for real estate sign permits.
This dedicated express lane has been created so visitors to the CSC are not "stuck" behind
customers with complex transactions.
Appointments
For the first time, customers are now able to schedule appointments via the City's website,
greeter station, call-in, and mobile app (pending). This option is particularly helpful for residents
with limited time availability as well as customers with more complex transactions such as
families needing passport services and operators with business tax receipt applications.
Letter to Commission (LTC)— Customer Service Center Enhancements
Page 2 of 2
Other Enhancements
• Website: The CSC has a new stand-alone landing page on the City's website accessible
within 2 clicks to facilitate easy access and information for all of the offered services. The
site also includes the newly available average wait time by transaction.
httos://www.miamibeachfl.gov/city-hall/customer-service-center
miamibeachfl.gov/city-hall/customer-service-center
• Feedback: New customer service feedback pads are now available at all stations for
customers to provide immediate feedback upon completion of their transaction. This
feedback will be continuously analyzed to identify opportunities for improvement.
• Greeter: The greeter station has been staffed with more senior employees to ensure that
customers have all the necessary paperwork for their transaction before entering the queue
for service. The greeter also has the ability to handle minor transactions to facilitate extra
fast turnarounds.
• County Bus Passes: The CSC is working with Miami-Dade County to soon be able to handle
the application and renewal process for Golden and Patriot passports (estimated 1,200
transactions annually). This new service is anticipated to be available in
November/December.
• Videos: Over the last few months, several informational videos have been created for
various processes (Utility Bills, BTR, Parking Permits, Passports) that play continuously in
the CSC lobby, are featured on the CSC website, and air on MBTV.
• Electronic Signature: By implementing functionality for electronic signatures, certain in-
person transactions such as creating a Resort Tax account will be available on-line. This
functionality is anticipated to be available by Spring 2020.
• Training: All staff are receiving Forbes Travel Guide Hospitality training, Customer Service
training (with David Alba) offered by the HR department, Diversity & Cultural Competency
training, Disability Sensitivity training, and Accountability training.
• Management Information: The upgraded queuing system will provide much more detailed
data regarding the approximately 37,000 face-to-face customer transactions per year. This
data will be extensively analyzed for opportunities to increase efficiency and move in-person
transactions on-line wherever possible.
Future Enhancements
• Automated Call Distribution (ACD) System: A new ACD system is scheduled to be
implemented in 2020 that will provide customer service enhancements such as estimated
waiting time to reach a call taker, automatic call back capability, and on-line chat option.
The new system will also allow for at-home agent capabilities during storms and
emergencies and provide more detailed management information that will be used to
identify opportunities to reduce the need for residents to call for service.
• Utility Bills: Additional utility bill enhancements will be available once a new automated
meter reading system is implemented and the existing utility billing system is migrated from
Eden to Munis. Enhancements will include a more robust online customer account portal
and automated daily meter reads, which will allow for customers to set usage thresholds so
they can receive emails/texts if they experience leaks or unexpectedly high usage. The new
automated meter reading system and utility billing system are anticipated to be implemented
in 2022.
The Finance Department will partner with the Communications Department regarding
appropriate public outreach regarding these exciting new customer service enhancements. If
you have any questions, please feel free to contact John Woodruff, Chief Financial Officer.
JLM/JW