LTC 082-2020 Garage Attendant and Garage Security Index Results for FY 2019 20 Quarter 1MI A I BEA CH
OFFICE OF THE CITY MA NAGER
LTC# 082-2020 LETTER TO COMMISSION
TO:
FROM:
DATE:
Mayor Dan Gelber and Members of the City Commission
Jimmy L. Morales, City Manager~ ~-f,,r
February 5, 2020
SUBJECT: Garage Attendant and Garage Security Index Results for FY 2019/20 Quarter 1
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 2019/20 Quarter 1
(October 1, 2019 to December 31, 2019).
Key Q1 Metrics:
• Attendant Average Index Rating: 4.94
• Attendant Percent Stable from Prior Quarter: .40%
• Security Average Index Rating: 4.83
• Security Percent Deterioration from Prior Quarter: 2.42%
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 2019/20 Quarter 1
Overall, the City Garage Attendant Index in FY 2019/20 Quarter 1 was a 4.94 on a 5.0
scale. The scores remained stable from the prior quarter and improved by 3.35% 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 244
assessments conducted in all garages with 1 assessment scoring 3.99 or below resulting in
a fine of $100. Citywide scores this quarter remained stable from the prior quarter.
A dditio na lly, a m e m o randum w as issued to correct the ide ntified deficiency.
Garage Security Index Results FY 2019/20 Quarter 1
Overall, the City Garage Security Index in FY 2019/20 Quarter 4 was a 4.83 on a 5.0 scale.
There were 89 assessments conducted in all garages with O assessment scoring 3.99 or
below. The scores deteriorated by 2.42% from the prior quarter.
Areas of Focus in FY 2019/20 Quarter 1
• Nametag not visible. Security personnel are always required to wear a nametag for
ease of references by the customer. Some personnel did not have their nametag
visible.
MUMI EACH GARAGE ATTENDANT INDEX
+
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
' Y'ear 2016 2017 r za8. A 2019 2020
-1-1-l./z 1Tg%j .1-.l.z E"'"""· Q1 02 03 O◄A~ X """"•• &om 1~ d>oa ge &om from base
Quarter a1 prior Or /prior FY Or ar O
I Garage Attendent -0.40% I 335% I 16.55%
2016 results ndudes only 03 end 04 when progrem started
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE 01 2020
ATTENDANT al # 0fReshops
01-2020 Tr Exp eriences # OfReshops Scoring Below 4(
Avg Score I nitial Below4 for Exp eriences $100 additional Experiences (S100 fine) elw 4 fine}
Garage - 12th Street and Drexel 5.00 18 o o o
Garage - 13th Street and Collins 4.99 14 o o o
Garage - 16th Street and Collins 4.95 18 o o o
Garage - 17th Street and Meridian Court 4.98 28 o o o
Garage - 17th Street and Pennsylvania 4.87 36 o o o
Garage - 18th Street and Meridian 4.92 31 o o o
Garage - 1900 Bay Rd 4.84 29 o o o
Garage - 42n d Street and Sheridan 4.98 17 o o o
Garage - 5th Street and Alton Road 4.93 31 + o o
Garage - 7th Street and Collins Avenue 4.95 22 o o o
Garage Total 4.94 244 1 o 0
MIAMI BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY FOR GARAGES
Average Score Per Quarter Per Year
Y'ear 2018 re . . 4 2019 2020
..IL.IE ...c- % change
I 1~ change from % change from from base
Quarter 01 /prior Otr prior FY Otr year Otr
Garage Security -2.42% 2.55% 409%
201 results includes only Q3 and Q4 when program started
M IA M I BEACH GARAGE SECURITY INDEX
CITYWIDE SUMMARY BY GARAGE Q4 2019
SECURITY
01-2020 # Experiences # OfReshops # 0f Reshops
Avg Score Initial Bel0w 4 for Experiences Scoring Below 4 Experiences below 4
Garage - 12th Street and Drexel 4.79 11 o o o
Garage - 13th Street and Collins 4.89 9 o o o
Garage - 16th street and Collins 4.74 12 o o o
Garage - 17th Street and Meridian Court 4.89 7 o o o
Garage - 17th Street and Pennsylvania 4,88 4 o o o
Garage - 18th Street and Meridian 4.80 8 o o o
Garage - 1900 Bay Rd 4.98 6 o o o
Garace - 42nd Street and Sheridan 4.83 13 o o o
Garage - 5th Street and Alton Road 4.53 4 o o o
Garage - 7th Street and Collins Avenue 4.89 15 o o o
Garage Total 4.82 89 o 0 o
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 & Education at
extension 6923.
If you have any further questions, please feel free to contact me.
±%2}K
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 assessm ent are listed below : Critical item s w ith an asterisk (*)
scoring a 1result in overall score of 1 for experience:
• Garage attendant/security first im pression was 1- clean, 2- profession al , 3- gre et ed
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.