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Information about performance reports for 311.

Monthly Calls Handled

Call Arrival: total number of calls made to the Citizen Contact Center on a monthly basis.

Monthly Calls Handled

Monthly Service Level

Service Level: a measurement of the percentage of calls that are answered within a specific time frame.

Monthly Call Quality

Call Quality: consistency in the delivery of service to each and every citizen

Call quality is measured against a call quality guide developed by all levels of the organization that is reviewed quarterly and revised based on current trends.

Top 10 Reasons

TopicCalls
Transit 55,550
Solid Waste 12,084
Animal Welfare 8,984
Cultural Services 6,078
Municipal Development
3,137
Police
2,754
Parks & Recreation 2,707
Planning 2,186
Finance & Administrative Services 1,415
Family & Community Services 1,188

There were 13,050 non-City calls and 6,894 dead air, hangup, static, or wrong-number calls to 311.

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