311's Performance

Monthly Call's Handled

Call Arrival: total number of calls made to the citizen contact center on a monthly basis

We anticipate call volume may decrease with the colder temperatures in the fall/winter.

Monthly Service Level

Service Level: a measurement of the percentage of calls that are answered within a specific timeframe

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 Ten Reasons