Why is this important?
This measure indicates how quickly the call center is responding to calls that are waiting to be answered in queue. The City Call Center receives calls for Code Compliance (Animal Care and Control, Code Enforcement, Environmental, and Solid Waste), Park and Recreation Forestry, Transportation and Public Works (Construction, Streets, Storm Water, Traffic), and City Manager’s Office Switchboard. This measurement allows the city to gauge efficiency and timeliness regarding how calls are answered to promote resolution of customer concerns and inquires.
The recent acquisition of new tools including a new phone system, a new work force management system and quality monitoring tools with a new recording system has improved the call center’s ability to achieve its goal of 80 percent.