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Performance Reports

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 Call Reasons

Top 10 reasons for December 2016 calls to 311 Citizens Call Center:

  1. Transit - 32,530
  2. Solid Waste - 13,365
  3. Animal Welfare - 6,830
  4. Cultural Services - 3,706
  5. Police - 2,564
  6. Municipal Development - 2,204
  7. Planning - 1,172
  8. Family & Community Services - 959
  9. Finance & Administrative Services - 938
  10. Environmental Health - 377

There were 8,341 non-City calls and 5,282 dead air, hangup, static, or wrong-number calls to 311.