Purpose Statement
To provide frontline support and initiate work orders for City Manager's Office, Code Compliance (Animal Control and Code Enforcement), Council Districts (District 6, District 8, District 10 and District 11), Environmental (Consumer Health, Environmental and Solid Waste), Mayor's Office, Park & Rec (Contract Mowing, Forestry and Graffiti), Transportation & Public Works (Construction, Parking, Stormwater, Streets and Traffic).
Key Focus Area
Livability
Measures
| After Chat Survey |
Survey after each call on a 5 point scale. |
| After Call Survey |
Survey after each chat on a 5 point scale. |
| External Quality Score |
Professional Monitoring Service evaluates random recorded calls each month by representative. All calls are recorded. |
| Internal Quality Score |
Supervisors evaluate random recorded calls each month by representative. All calls are recorded. |
| % of Calls Answered |
95% of Calls Answered of the Calls Offered. |
| Average Speed of Answer in Seconds |
Average Speed of answer in 30 seconds or less. |
| Service Level % |
80% of calls answered in 30 seconds. |
Internal Measures
| MyFY Services Support Service Level |
Days open and closed of service requests for MyFW support. |
| MyFW Services |
MyFW services provided to the departments on the MyFW system. |
| MyFW Internal Customers |
Departments usage of MyFW support. |