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Performance Reports

Information about performance reports for 311.

Monthly Interactions Handled

Interactions: Total number of interactions with the Citizen Contact Center on a monthly basis.

Monthly Interactions 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 November 2018 calls to 311 Citizens Call Center:

  1. Transit - 18,340
  2. Solid Waste - 12,233
  3. Animal Welfare - 6,072
  4. Police - 2,113
  5. Municipal Development - 1,765
  6. Planning - 1,612
  7. Cultural Services - 1,223
  8. Finance & Administrative Services - 801
  9. Family & Community - 718
  10. Environmental Health - 450

There were 5,743 non-City calls and 2,138 dead air, hangup, static, or wrong-number calls to 311.