LTC 500-2017 Garage Attendant Index Results for FY 2016_17 QuartMIAMIBEACH
OFFICE OF THE CITY MANAGER
LTC #
500-2017
LETTER TO COMMISSION
TO: Mayor Philip Levine and Members ��the City •'•mmission
FROM: Jimmy L. Morales, City Manager \
DATE: October 13, 2017
SUBJECT: Garage Attendant Index Results for ‘Y 2016/17 Quarter 4
The purpose of this Letter to Commission is to communicate the results of the newly
developed Garage Attendant Index from FY 2016/17 Quarter 4 (July 1, 2017 to
September 30, 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.
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.
Summary of the Garage Attendant Index Results FY 2016/17 Quarter 4
Overall, the City Garage Attendant index in FY 2016/17 Quarter 4 was a 4.47 on a 5.0 scale.
The scores improved from the prior quarter by 4.2% and from the prior FY average of 4.29.
Areas of Focus in FY 2016/17 Quarter 4
• Requested information and name not provided— Employees in several garages
did not provide their name if asked (name tag no visible) and did not provide the
information requested. Parking staff have reviewed the results of the assessments
with the contractor and issued penalties per the agreement based on 228
assessments conducted in all garages with 26 or 11.4% scoring 3.99 or below
resulting in a fine of $2,600. Citywide score this quarter is a 4.4% improvement from
the prior quarter. Additionally, a memorandum was issued to correct the identified
deficiencies.
• Greeting- Employee must not be using a personal phone during an interaction with
the customer. When employees are approached by a customer, the greeting must
include a sincere "hello", welcoming attitude, and helpful demeanor. 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 2016 2017
Quarter Q1 Q2 Q3 Q4
Parking- Garage Attendant
City Wide Totals
2016 results includes only Q3 and Q4 when program started.
MIAMI BEACH GARAGE ATTENDANT INDEX
CITYWIDE SUMMARY BY GARAGE Q4 2017
PARKING - PUBLIC GARAGES # Of # of Res hops
Q4- 2017 # Experiences Experiences Scoring Below 4
AvgScore Initial Below 4 Below 4
Experiences ($100 fine) ($100 additional
(Reshops) fine)
Garage - 12th Street and Drexel 14- 0 0 0
Garage - 13th Street and Collins 2 '! 4 4 1
10
Garage - 16th Street and Collins 4.48 i 3 3 0
Garage 17th Street and Meridian Court 4 65 1.
26 2 2 0
Garage - 17th Street and Pennsylvania 4 46 23 2 2 0
Garage - 18th Street and Meridian ,4.35 15 1 1 1
Garage - 1900 Bay Rd .4.16 31 5 4 1
Garage - 42nd Street and Sheridan 4.21 13 1 1 0
Garage - 5th Street and Alton Road 4.69 27 2 2 0
Garage - 7th Street and Collins Avenue 4 66 30 3 3 0
Garage Totals 23 22 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 Offic
KGB/LDR
MIAMI BEACH Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr4
ID I ASSIGNMENT TELEPHONE I ASSIGNMENT ADDRESS FSEC ION SHOPPED UNCTION DATE I SHOPPED SCORE ( AVG I RESHSOURO E I RESHOP# I RESHODATE
PARKING - GARAGE ATTENDANT
Garage - 12th Street and Drexel
SHOPPING METHOD - In Person -Garage
1209 12th Street & Drexel Wilbur 7/8/2017 8:07 PM 50 5.00
Source: WEB Comments: Above and beyond expectations. Contacted staff member: wilbur
1364 12 Street & Drexel Denitra 8/2/2017 2:21 AM 38 4.22
Source: WEB Comments: Courteous and willing to provide assistance. Patient - took time to answer questions. Friendly and professional. Directed
me to the nearest restroom. very polite. Contacted staff member: Denitra
1208 12th Street & Drexel Marie 8/2/2017 2:22 PM 39 4.33
Source: WEB Comments: Exceptional service. Contacted staff member: marie
1472 12th Street & Drexel Melinda 8/12/2017 10:40 AM 40 4.00
Source: WEB Comments: Felt valued and appreciated. Melinda despite being on phone what seamed to be business related with the city was very
professional in greeting explaining procedure and acknowledging, helping and properly saying thank you all throughout the entire
payment process. Contacted staff member: Melinda
1278 12 Street & Drexel Maria Feliciano 8/16/2017 6:54 PM 40 4.44
Source: WEB Comments: Patient - took time to answer questions. Used initiative to assist and provide all information. She answered all my
questions but it was a little difficult to hear her. Speaking up would be helpful. Contacted staff member: Maria Feliciano
1668 12th Street and Drexel Central Station 8/17/2017 1:51 PM 40 4.44
Source: WEB Comments: Friendly and professional. Above and beyond expectations. Contacted staff member: Central Station
1473 12th Street & Drexel Central Station 8/19/2017 2:35 AM 40 4.44
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information.
Contacted staff member: Central Station
1288 12th Street & Drexel Denise Turlong 8/24/2017 10:12 PM 40 4.44
Source: WEB Comments: Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. She told
me where to go to obtain monthly parking, couldn't tell me if it was available at that particular garage though. Very polite. Contacted
staff member: Denise Turlong
1667 12th Street and Drexel Mirlande Louis 8/27/2017 2:18 PM 48 4.80
Source: WEB Comments: Felt valued and appreciated. Courteous and willing to provide assistance. Patient - took time to answer questions.
Friendly and professional. Customer ahead of me got their card jammed in the machine. She quickly did my transaction in the office
and provided a receipt. She also answered my questions about garage hours. She was eager to assist me and very polite. The only
thing was that her name tag was on upside down. Contacted staff member: Mirlande Louis
1669 12th Street and Drexel Karinha 9/1/2017 6:55 PM 50 5.00
Source: WEB Comments: Friendly and professional. Karinha greeted with an enormous smile and was very happy to attend me even while
attending another customer she simultaneously assisted both of us with great true genuine interest gave me all the information I
needed and more than she should by providing even website information for any additional questions in the future, she did
absolutely everything for me and also the other customer as well, unbelievable job performance. Contacted staff member: Karinha
1670 12th Street and Drexel no name tag 9/3/2017 10:35 AM 47 4.70
Source: WEB Comments: Friendly and professional. Did not have on a name tag and she said thank you but no pleasantry. Contacted staff
member: No name tag
1671 12th Street and Drexel Denitra Reade 9/20/2017 1:53 AM 40 4.44
Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Used initiative to assist
and provide all information. Exceptional service. She helped me find an atm nearby. very helpful and polite. Contacted staff member:
Denitra Reade
1366 12th Street and Drexel Esteban 9/27/2017 11:39 AM 40 4.44
Source: WEB Comments: Exceptional service. Contacted staff member: Esteban
1206 12th Street & Drexel Marie 9/28/2017 4:30 PM 40 4.44
10/17/2017 3:42:23 PM Page 2 of 18
MIAMI B EAC H Service Shopper Program - Comprehensive Department Report
FISCAL YEAR 2017 Qtr4
ID I ASSIGNMENT TELEPHONE I ASSIGNMENT ADDRESS I F SECTION UNCTION I SHOPPED DATE I SHOPPED TIME I SCORE TOTAL I AVG I SOURCE RESHOP I RESHOP# I RESHODA EP
Garage - 16th Street and Collins
SHOPPING METHOD - In Person -Garage
1479 16th Street and Collins Sadi 7/7/2017 10:51 PM 47 4.70
Source: WEB Comments: Courteous and willing to provide assistance. Sadi was made sure customer was completely satisfied upon departing.
Contacted staff member: Sadi
1344 16th Street and Collins Marie 7/8/2017 7:05 PM 50 5.00
Source: WEB Comments: Exceptional service. Contacted staff member: Marie
1480 16th Street and Collins Marie 7/9/2017 3:03 PM 50 5.00
Source: WEB Comments: Exceptional service. Patient - took time to answer questions. Friendly and professional. Contacted staff member: Marie
5864 16th Street and Collins Francisco 7/12/2017 7:31 AM 48 4.80
Source: WEB Comments: Friendly and professional. Contacted staff member: Francisco
1481 16th Street and Collins E. Polycarpe 7/21/2017 3:20 AM 43 4.30
Source: WEB Comments: Courteous and willing to provide assistance. This employee was able to answer my question but she double checked for
accuracy with her supervisor so I would consider her knowledgeable. She should've ended the conversation with a pleasantry.
Contacted staff member: E. Polycarpe
1390 16th Street and Collins Maria 7/21/2017 2:29 PM 40 4.00
Source: WEB Comments: Courteous and willing to provide assistance. Maria delivered great customer service even after interchanging shift
stayed behind to attend customer, good work. Contacted staff member: Maria
1399 16th Street and Collins Wilna Christian 7/26/2017 7:49 PM 44 4.40
Source: WEB Comments: Exceptional service. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide
assistance. She helped me with my lost ticket and patiently answered the rest of my questions. She should have ended the
conversation by saying thank you or you're welcome. Contacted staff member: wilna christian
1483 16th Street and Collins Martine 7/27/2017 11:10 AM 33 3.30
Source: WEB Comments: Martine greeted well but did not seem attentive when asked why was the garage full she replied that an event may have
occurred probably at the Loews hotel maybe at 17st and maybe yesterday, seemed more interested in vehicle than myself. Average
service provided without incident. Contacted staff member: Martine
1346 16th Street and Collins Stacey Clemmens 8/2/2017 3:23 AM 48 4.80
Source: WEB Comments: Above and beyond expectations. Extremely knowledgeable and went out of his/her way to help. Used initiative to assist
and provide all information. Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide
assistance. Felt valued and appreciated. She politely directed me to a few atms nearby. It would have been helpful to know her
name if she wore a name tag, but she was very helpful and polite. Contacted staff member: Stacey Clemmens
1482 16th Street and Collins Janette 8/2/2017 3:58 PM 48 4.80
Source: WEB Comments: Friendly and professional. Did not know answer to how long a broken down vehicle can stay in garage. Contacted staff
member: janette
1322 16th Street and Collins Elsey 8/11/2017 12:12 AM 45 4.50
Source: WEB Comments: Friendly and professional. Elsey had great personality and greeted well great smile explained great in detail the new
automated procedure and concluded very nicely with desiring I to drive safely towards destination, genuine gratitude. Contacted staff
member: Elsey
1398 16th Street and Collins Martine 8/11/2017 11:51 AM 40 4.00
Source: WEB
Comments: Felt valued and appreciated. Martine greeted well. Answered garage related questions professionally and quickly helped
through process even though there was many vehicles behind, but most importantly and utterly did not smile. Contacted staff
member: Martine
1463 16th Street and Collins Martine 8/12/2017 11:57 AM 40 4.00
Source: WEB Comments: Patient - took time to answer questions. Martine greeted well even though took a little bit because of change of shift
responded well to questions and provided adequate information but did not smile.
Contacted staff member: Martine
1324 16th Street and Collins Martine 8/14/2017 11:17 AM 48 4.80
Source: WEB Comments: Exceptional service. Contacted staff member: Martine
6037 16th Street and Collins Wilna Christian 50 5.00 1483 1 8/16/2017
Source: WEB Comments: Extremely knowledgeable and went out of his/her way to help. Used initiative to assist and provide all information.
Friendly and professional. Patient - took time to answer questions. Courteous and willing to provide assistance. Very polite and
provided info requested, but she was not wearing a name tag. Contacted staff member: Wilna Christian
10/17/2017 3:42:23 PM Page 5 of 18