LTC 081-2018 Garage Attendant Index Results for FY 2017_18 QuartMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC #
081-2018
LETTER TO COMMISSION
TO: Mayor Dan Gelber and Members of the City Com fission
FROM: Jimmy L. Morales, City Manager
DATE: February 12, 2018
SUBJECT: Garage Attendant Index Results for F .L 2017/18 Quarter 1
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Attendant 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. Commissioner Malakoff requested better training in customer
service 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.
The Miami Beach Garage Attendant 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.
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.
Summary of the Garage Attendant Index Results FY 2017/18 Quarter 1
Overall, the City Garage Attendant index in FY 2017/18 Quarter 1 was a 4.52 on a 5.0 scale.
The scores remained stable from the prior quarter and improved from the prior FY average
of 4.29 by 5.4%.
Areas of Focus in FY 2017/18 Quarter 1
• Requested information and name not provided— Employees in several garages
did not provide their name if asked (name tag not visible) and did not provide the
information requested such as the location of an ATM to retrieve cash for payment.
Parking staff have reviewed the results of the assessments with the contractor and
issued penalties per the agreement based on 261 assessments conducted in all
garages with 26 or 9.9% scoring 3.99 or below resulting in a fine of $2,600.
Citywide score this quarter remained stable from the prior quarter. Additionally, a
memorandum was issued to correct the identified deficiencies.
• Greeting- When employees are approached by a customer (in-person or
telephonically), the greeting must include a sincere "hello", welcoming attitude, and
helpful demeanor. Additionally, the attendant must end the conversation with a
"Thank you" followed by a pleasantry. Employee use of cellphones and ear buds has
been noted and will continue to be addressed by the contractor.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Year
Quarter
Parking- Garage Attendant
City Wide Totals
2016
2017
2018
4!,23
L3
441, z a3
414 ''7
1.12%
1.12%
6.86%
6.86%
5.36%
5.36%
2016 results includes only Q3 and Q4 when program started.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE Q1 2018
PARKING - PUBLIC GARAGES
Q1-#
2018
Avg
Score
Initial
Experiences
Experiences
Below 4
($100 fine)
# Of
Experiences
Below 4
(Reshops)
# of Reshops
Scoring Below
4 ($100
additional fine)
Garage - 12th Street and Drexel
! 4L47/ i
2 4
1
1
0
Garage - 13th Street and Collins4,5?�
4., 4N)
2 4 5
4
1
Garage - 16th Street and Collins
,R83 5
4
1
Garage 17th Street and Meridian Court
X0113��
4
4
0
Garage - 17th Street and Pennsylvania
44„35 I
Z°) 4
3
1
Garage - 18th Street and Meridian
Garage - 1900 Bay Rd
L 4,f3 I
0
0
0
4,5 il
2243 ---J
2
2
2
2
0
0
Garage - 42nd Street and Sheridan
[ /4 $t) 1[
2fti
Garage - 5th Street and Alton Road
i 41M1 1Ai
0
0
0
Garage - 7th Street and Collins Avenue
4i7'll II
2164 0
0
0
Garage Total
(4„1)2, II
U1 ) 23
20
3
Next Quarter Assessments
City part-time staff is conducting garage attendant 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 Attendant 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
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 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 was no longer than 10 minutes or schedule for a mutually
convenient time.*
• I was greeted in a courteous manner.* (Attendant 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 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 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.