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Percent of Water Call Center calls that are answered within 60 seconds

High Performing Government | Desired Measure Result: Above Target

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The Water Department Call Center receives almost 600,000 calls per year with the goal being  to promote timely resolution of customer concerns and inquires. This measure indicates how quickly the call center is responding to calls that are waiting to be answered allowing  the city to gauge efficiency and timeliness regarding how calls are answered. The target is traditionally established based on customer needs, behaviors and expectations, budgetary staffing limitations and established organizational business goals and objectives.

Data Source: The data is retrieved from the Avaya Call Management System (CMS).

The average service level for FY19 was 91.37% with a total of 97.21% of calls answered.  The significant improvement in the service level performance was due to the modification of operating hours from 24/7 to 7 a.m.–7 p.m.  Monday–Friday.  This business strategy change occurred in November 2018 and supported the optimization of staffing resources.  The new service level target beginning in FY20 is 85% of calls answered in 60 seconds.