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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.

A bar graph showing the 311 Monthly Call Arrival for the past 12 months. The graph shows a peak in calls in July 2022 with a steady drop and low call numbers through the winter months. Between March and May of 2023 there was an increased of 21,482 calls then smaller dips and rises until Aug. 2023. Data is in the table below.
Monthly Community Interactions: Ranges Between 55,000 and 95,000
Month and Year Number of Interactions
Sept. 2022 69,036
Oct. 2022 66,026
Nov. 2022 60,715
Dec. 2022 61,695
Jan. 2023 62,584
Feb. 2023 59,778
March 2023 66,283
April 2023 81,260
May 2023 94,708
June 2023 93,299
July 2023 97,303
Aug. 2023 94,668

Monthly Service Level

Service Level: A measurement of the percentage of calls that are answered within a specific time frame. The goal for all calls is 80% answered in less than 30 seconds.

A bar graph showing percentages for the Monthly Service Level over the past year compared to the 80% goal. Every month has been over the goal with the lowest being 84.07% in July 2023 and the highest being 94.17% in January 2023. Data is in the table below.

Monthly Service Level: Ranges Between 80% and 100%
Month and Year % Calls Answered in Under 30 Seconds
Sept. 2022 90.06%
Oct. 2022 92.01%
Nov. 2022 90.61%
Dec. 2022 93.26%
Jan. 2023 94.17%
Feb. 2023 89.01%
March 2023 93.39%
April 2023 89.17%
May 2023 86.23%
June 2023 87.69%
July 2023 84.07%
Aug. 2023 84.54%

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. The goal is to reach a minimum of 85% each month.

A line graph showing the Monthly call quality for 311 calls over the past year compared to the 85% goal line. The actual quality is between 91.5% and 98.3% from Sept. 2022 to Aug. 2023. In March of 2023 call quality begins to decrease with a low of 91.5% in May then an increase to 97.8% in July. Data is in the table below.

Monthly Service Level: Ranges Between 90% and 100%
Month and Year % Call Quality
Sept. 2022 98.30%
Oct. 2022 97.40%
Nov. 2022 97.70%
Dec. 2022 98.30%
Jan. 2023 97.60%
Feb. 2023 97.80%
March 2023 95.10%
April 2023 94.40%
May 2023 91.50%
June 2023 95.40%
July 2023 97.70%
Aug. 2023 96.20%

Top 10 Call Reasons

Top 10 reasons for August 2023 calls to 311 Community Contact Center:

  1. Transit - 20,913
  2. Solid Waste - 18,801
  3. Animal Welfare - 6,836
  4. Planning - 3,162
  5. Municipal Development - 2,960
  6. Police - 2,844
  7. Parks & Recreation - 1,306
  8. Arts & Culture -1,245
  9. Environmental Health - 926
  10. Finance & Administrative - 877

There were 4,715 Non-City calls and 3,738 dead air, hangup, static, or wrong-number calls.