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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 percentage of calls answered in 60 seconds for FY18 was 77.02%, which is slightly below the goal of 80%.  The overall calls answered was at 96.30% for the year. Performance was impacted as a result of ongoing staffing shortages, recruitment challenges, and attendance/FMLA issues.  These factors continue to be addressed in order to stabilize and maintain the service level at the targeted goal.