LTC 104-2018 Garage Security Index Results for FY 2017_18 QuarteMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # LETTER TO COMMISSION
104-2018
TO: Mayor Dan Gelber and Members of t City Com ission
FROM: Jimmy L. Morales, City Manager )
DATE: February 21, 2018 1
SUBJECT: Garage Security Index Results for FY 017/18 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Security Index from FY 2017/18 Quarter 1 (October 1, 2017 to
December 31, 2017).
Background
At the October 14, 2015 City Commission meeting, the Mayor and City Commission
authorized the administration to enter into negotiations with SP Plus for parking attendants
for City parking garages, including customer service training for all parking attendants as
part of the final agreement. As such, the agreement executed on April 18, 2016 includes
performance. standards aligned to the City's Customer Service Excellence Standards, as
well as penalties for not meeting those standards. Beginning in November 2016, the
automated parking revenue control system (SKIDATA) was implemented, with full utilization
in nine of ten city garages by November 2017. This shift resulted in increased interaction
with garage security personnel. As such, garage security personnel received customer
service training in September 2017, and were made aware a Garage Security Index would
be implemented beginning October 1, 2017.
The Miami Beach Garage Security Index is an objective measurement of customer service
performance ranging from 1.0 (not satisfied) to 5.0 (extremely satisfied) and includes
assessments of conduct, professionalism, attire, and knowledge. The results of the
assessments are used to monitor the impacts of recently implemented initiatives to target
areas for future improvements, and assure the quality of services. Each garage is assessed
a minimum of four (4) times per quarter, at varying times of the day and evening.
Summary of the Garage Security Index Results FY 2017/18 Quarter 1
Overall, the City Garage Security index in FY 2017/18 Quarter 1 was a 4.64 on a 5.0 scale.
This is the first quarter of assessments for security personnel.
Areas of Focus in FY 2017/18 Quarter 1
0 Name not provided and ID not visible— Security personnel in several garages did
not provide their name if asked. Additionally, security personnel are required to wear
an identification (ID) badge at all times either on the shoulder or around the neck for
ease of reference by customer. Several security personnel did not comply with this
requirement.
• Greeting- When security personnel are approached by a customer the greeting must
include a sincere "hello', welcoming attitude, and helpful demeanor. Additionally,
the security must end the conversation with a "Thank you" followed by a pleasantry.
Several security personnel did not present a welcoming attitude (no smile) when
approached for information.
• Cell Phone Use — Security personnel are not to use of cellphones during
interactions with customers. The concern has been noted and will be addressed by
the contractor.
• Information Not Provided — security personnel are to answer all customer
questions concisely and accurately with a positive and helpful attitude. In several
instances, customers needed to persist to obtain information from security personnel.
MIAMI BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year 2018
Yo
% change from % change from from base
Quarter Q1 prior Qtr prior FY Qtr year Qtr
Parking- Garage Security
City Wide Totals EL— I
MIAMI BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY BY GARAGE 01 2018
PARKING - PUBLIC GARAGES
Garage - 12th Street and Drexel
Garage - 13th Street and Collins
Garage - 16th Street and Collins
Garage - 17th Street and Meridian Court
Garage - 17th Street and Pennsylvania
Garage - 18th Street and Meridian
Garage - 1900 Bay Rd
Garage - 42nd Street and Sheridan
Garage - 5th Street and Alton Road
Garage - 7th Street and Collins Avenue
Garage Total
Q1-2018 #
Avg Score Initial
Experiences
Experiences
# Of Res hops
Below 4
for
# of Res hops
Experiences
Scoring Below 4
below 4
2
2
0
1
1
0
2
2
0
0
0
0
0
0
0
1
1
0
1
1
0
1
1
0
1
0
0
2
2
0
11
10
0
Next Quarter Assessments
City part-time staff is conducting garage security assessments every quarter. Additionally,
residents are always welcome to participate. Current sampling size is not statistically valid;
however, staff is evaluating best approach to accomplish a valid sample size. If you or any
member of your staff is interested in participating in the City's Garage Security Index, please
contact Dr. Leslie Rosenfeld with Organization Development Performance Initiatives at
extension 6923.
If you have any further questions, please feel free to contact me.
Attachment
C: Kathie G. Brooks, Assistant City Manager
Chief Dan Oates, Police Department
A.J. Prieto, Police Department Sergeant
Dr. Leslie Rosenfeld, Chief Learning Development Officer
KGB/L# —
Evaluation Criteria for each assessment are listed below: Critical items with an asterisk (' )
scoring a 1 result in overall score of 1 for experience:
• Garage security first impression was 1- clean, 2- professional, 3- greeted with a
smile, and 4- displayed appropriate behavior .*
• Service was prompt. Transaction time was quick and wait time for personal
assistance by security was no longer than 10 minutes or schedule for a mutually
convenient time.*
• 1 was greeted in a courteous manner.* (Security greeted me with 1- sincere hello,
2- welcoming attitude, and 3- helpful )
Employee responded to customer in a courteous manner following the philosophy
that "the customer is not always right, but always deserves to be treated with
respect".*
• Employee provided accurate and understandable solutions/options (in English) to
customer request or directed the customer to the appropriate person who may have
knowledge in the subject matter. Employee appeared knowledgeable.
• Employee had access to necessary tools to meet request. Information and material
to obtain answers and or services were readily available.
• 1 received the service/information required. (All of my questions or the entire service
was provided concisely and accurately)Employee had a positive, helpful attitude,
was efficient and followed through with request. Employee appeared to go the extra
mile to assist me.
• The security said, "Thank You!" ending the conversation showing that they
appreciated my business (Ex. Have a great day, enjoy your stay, we appreciate your
business, we hope to see you soon).
• Security was wearing an appropriate clean uniform with nametag and/or ID,
consistent with the contract requirements.
The overall impression of my visit was positive. Satisfied with timeliness,
completeness, and clarity of information and/or services received. Employee
demonstrated professionalism and courtesy.