Measuring Customer Experience

Since May 2019, we’ve been working to improve the City’s permitting function. This is the fourth of six posts that talk about early initiatives to improve organizational structure and processes.

As we continue to focus on permitting, we want to regularly incorporate customer feedback into our initiatives. To do this, the Central Permit Office has launched an in-person Customer Satisfaction Survey. This survey informs staff and management about the customer experience and create a baseline for improvement. We also hope that it will highlight positive customer encounters and interactions.

Development of the Snow Plow Map

Development of the Snow Plow Map

The creation of the mapping software took the form of three parts: Planning, Development, and Deployment. Planning was a 3.5 month process, while Development took 2.5 months, and deployment is ongoing. The following post details the first iteration of the program.

Tracking Snow Plows

Tracking Snow Plows

The City of Syracuse is one of the snowiest cities on record within the United States. Given this fact, it was deemed important that the residents of Syracuse should be able to see when their streets were plowed. During snow storms, the City of Syracuse sees an increased number of calls from residents telling us a street was not plowed or inquiring when their street was last plowed. By having a tool like the snow plow map we can be more transparent and open about our operations…

Below the Line: An Analysis of Barriers to Opportunity in Syracuse

Below the Line: An Analysis of Barriers to Opportunity in Syracuse

Syracuse was recently named the 9th most impoverished city in the country according to data published by the U.S. Census Bureau American Community Survey (ACS). The City’s Office of Accountability, Performance and Innovation, working alongside the Department of Neighborhood and Business Development, recently released an analysis of poverty in the city and key barriers to progress…

The 2018 Civic Innovation Challenge

The 2018 Civic Innovation Challenge

[VIDEO] In August of 2018, we hosted the City of Syracuse’s first annual Civic Innovation Challenge! Five City employees pitched ideas to address challenges to a panel of judges, and two were selected as winners. Watch the video below to learn about the winning projects…

e-Permits: Jump Out Of Line, Get Your Permit On Time!

 e-Permits: Jump Out Of Line, Get Your Permit On Time!

In August we hosted our first ideas competition called the Civic Innovation Challenge. Approximately twenty ideas were submitted by employees to improve City operations. As part of the competition, entrants had to explain how their idea related to the City’s guiding principles and objectives. One of the winning ideas is to institute electronic permit applications…

Upstate Data Summit

Upstate Data Summit

[VIDEO] On June 6th, Mark Headd, in partnership with Syracuse University’s iSchool, organized and hosted the first-ever Upstate Data Summit, a conference of data officers and analysts from across upstate New York. At the conference, public data and innovation professionals held panels on how cities including Syracuse, Rochester, Buffalo, Albany, and Binghamton can efficiently gather and use data to improve everything from housing safety to road & sidewalk repair.