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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 Service Level

Monthly Call Quality

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

Monthly Call Quality

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 October 2017 calls to 311 Citizens Call Center:

  1. Transit - 24,910
  2. Solid Waste - 10,651
  3. Animal Welfare - 7,266
  4. Police - 2,960
  5. Cultural Services - 2,429
  6. Planning - 2,199
  7. Municipal Development - 2,164
  8. City Clerk - 1,537
  9. Finance & Administrative Services - 1,143
  10. Family & Community - 733

There were 7,301 non-City calls and 5,582 dead air, hangup, static, or wrong-number calls to 311.

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Contact Information

Carrie Prothero

Division Manager

311 Citizen Contact Center

Dial 311 (505-768-2000)