LTC 469-2019 Garage Attendant and Garage Security Index Results for FY 2018/19 Quarter 3 MIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC # 469-2019 LETTER TO COMMISSION
I
TO: Mayor Dan Gelber and Members of e City C., mission
FROM: Jimmy L. Morales, City Manager i ,I
DATE: August 23, 2019
SUBJECT: Garage Attendant and Garage Sec y Index Results for FY 2018/19 Quarter 3
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Attendant and Garage Security Index for fiscal year 2018/19 Quarter 3
(April 1, 2019 to June 30, 2019).
Key Q3 Metrics:
• Attendant Average Index Rating: 4.89
• Attendant Percent Improvement from Base Year: 13.9%
• Security Average Index Rating: 4.75
• Security Percent Deterioration from Prior Quarter: -1%
Background
The Miami Beach Garage Attendant Index and Garage Security Index are 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.
Any assessment resulting in a score between 1.0 and 3.99 on a 5.0 scale results in a $100
penalty and shall require a memorandum indicating corrective action items taken to remedy
the situation. Critical item questions scoring 1.0 will result in an override of the total
assessment to a 1.0 and will result in a re-shop. Three (3) assessments scoring between
1.0 and 3.99 to the same employee will result in the removal of the employee.
Garage Attendant Index Results FY 2018/19 Quarter 3
Overall, the City Garage Attendant Index in FY 2018/19 Quarter 3 was a 4.89 on a 5.0
scale. The scores remained stable from the prior quarter and from the prior FY same
quarter. Parking staff have reviewed the results of the assessments with the contractor for
garage attendants and issued penalties per the agreement based on 324 assessments
conducted in all garages with 2 assessments scoring 3.99 or below resulting in a fine of
$200. Citywide scores this quarter remained stable from the prior quarter. Additionally, a
memorandum was issued to correct the identified deficiency.
Areas of Focus in FY 2018/19 Quarter 3
• Service not prompt - Employees must ensure that transaction time is quick and
wait time for personal assistance by attendant is no longer than 10 minutes or
schedule for a mutually convenient time.
• Requested information not provided- Personnel are to answer all customer
questions concisely and accurately with a positive and helpful attitude.
Garage Security Index Results FY 2018/19 Quarter 3
Overall, the City Garage Security Index in FY 2018/19 Quarter 3 was a 4.75 on a 5.0 scale.
There were 108 assessments conducted in all garages with 1 assessment scoring 3.99 or
below. The scores remained stable from the prior quarter.
Areas of Focus in FY 2018/19 Quarter 3
• Greeting not provided- Security personnel are to greeted customers in a courteous
manner including a sincere hello and welcoming attitude.
• Nametag not visible. Security personnel are required to wear a nametag at all times
for ease of references by the customer. Some personnel did not have their nametag
visible.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year 2016 2017 2018 2019
change
FY FY %change from %change from from base
Quarter 01 02 03 Q4 AVG 01 02 03 04 AVG 01 Q2 03 prior Qtr prior FY Qtr year Ott
Garage Attendant 1 I S.lel l S.ST l d..t)I i.141130.,1 i.)r.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE Q3 2019
ATTENDANT #Of Reshops #of Reshops
Q3-2019 Experiences for Scoring Below 4
Avg Score Initial Below 4 Experiences ( $100 additional
Experiences ($100 fine)
below 4 fine)
Garage - 12th Street and Drexel 4.93 23 0 0 0
Garage- 13th Street and Collins 4.87 23 0 0 0
Garage- 16th Street and Collins 4.86 25 0 0 0
Garage- 17th Street and Meridian Court 4.90 33 0 0 0
Garage- 17th Street and Pennsylvania 4.87 41 0 0 0
Garage - 18th Street and Meridian 4.80 36 1 1 0
Garage - 1900 Bay Rd 4.96 32 0 0 0
Garage-42nd Street and Sheridan 4.94 36 1 1 0
Garage -5th Street and Alton Road 4.90 44 0 0 0
Garage-7th Street and Collins Avenue 4.92 31 0 0 0
Garage Total 4.89 324 2 2 0
MIAMI BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year 2016 2017 2018 2019
%change
FY FY %change from %change from from base
Quarter Q1 Q2 Q3 Q4 AVG Q1 Q2 03 04 AVG 01 Q2 Q3 prior Qtr prior FY Qtr year Qtr
Garage Security ! •0.84% -3.06%
MIAMI BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY BY GARAGE Q3 2019
SECURITY #Of Reshops
Q3-2019 # Experiences for #of Reshops
Avg Score Initial Below 4 Experiences Scoring Below 4
Experiences below 4
Garage-12th Street and Drexel 4.85 11, 21 0 0 0
Garage-13th Street and Collins 4.64 11 0 0 0
Garage-16th Street and Collins 4.64 7 0 0 0
Garage -17th Street and Meridian Court re4.87 10 0 0 _ 0
Garage 17th Street and Pennsylvania * 4.74 8 0 0 0
Garage-18th Street and Meridian 4.56 11 1 0 0
-
Garage-1900 Bay Rd 4.84 10 0 0 0
Garage-42nd Street and Sheridan 4.83 15 0 _ 0 - 0
Garage-5th Street and Alton Road 4.27 3 0 0 - 0
Garage-7th Street and Collins Avenue 4.77 1 0 0 0
Garage Total 4.75 108 1 0 0
Next Quarter Assessments
City part-time staff is conducting garage attendant/security assessments every quarter.
Additionally, residents are always welcome to participate. If you or any member of your staff
is interested in participating in the City's Garage Attendant Index and 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.
e:4 ,.chments
4 t II 7/
C: J. Mark Taxis, Assistant City Manager
Richard Clements, Police Chief
Saul Francis, Parking Director
Dr. Leslie Rosenfeld, Chief Learning Development Officer
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 attendant/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 attendant/security was no longer than 10 minutes or schedule for a
mutually convenient time.*
• I was greeted in a courteous manner.* (Attendant/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 and provided a receipt.
Information and material to obtain answers and or services were readily available.
• I 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 attendant/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).
• Attendant/security was wearing an appropriate clean uniform with name tag 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.