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 Call Reasons
Top 10 reasons for December 2016 calls to 311 Citizens Call Center:
- Transit - 32,530
- Solid Waste - 13,365
- Animal Welfare - 6,830
- Cultural Services - 3,706
- Police - 2,564
- Municipal Development - 2,204
- Planning - 1,172
- Family & Community Services - 959
- Finance & Administrative Services - 938
- Environmental Health - 377
There were 8,341 non-City calls and 5,282 dead air, hangup, static, or wrong-number calls to 311.