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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 55,578
Solid Waste 13,689
Animal Welfare 10,171
Cultural Services 5,296
Municipal Development
3,509
Police
3,002
Parks & Recreation 2,487
Planning 2,364
Finance & Administrative Services 1,554
Environmental Health 1,103

There were 13,515 non-City calls and 7,671 dead air, hangup, static, or wrong-number calls to 311.

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