Performance Reports
Information about performance reports for 311.
Monthly Interactions Handled
Interactions: Total number of interactions with the Community 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 Feb. 2023 calls to 311 Community Contact Center:
- Transit - 17,456
- Solid Waste - 12,912
- Animal Welfare - 5,606
- Senior Affairs - 2,360
- Municipal Development - 1,944
- Police - 1,812
- Planning -1,711
- Arts & Culture - 1,099
- Family & Community Services - 834
- Finance & Administrative - 834
There were 3,854 Non-City calls and 3,236 dead air, hangup, static, or wrong-number calls.