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 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
| Topic | Calls |
|---|---|
| Transit | 65,697 |
| Solid Waste | 15,097 |
| Animal Welfare | 9,895 |
| Municipal Development |
3,845 |
| Cultural Services |
3,680 |
| Police | 3,256 |
| Planning |
2,734 |
| Parks and Recreation |
1,921 |
| DFAS | 1,696 |
| Water | 1,673 |
There were 12,996 non-City calls and 8,300 dead air, hangup, static, or wrong-number calls to 311.
