Percent of City Call Center calls that are answered within 60 seconds
High Performing Government | Desired Measure Result: Above Target
The City Call Center was named in 2009 when the Solid Waste call center took on calls from the Transportation and Public Works Department, Park & Recreation Forestry division, and City Manager's Office switchboard. The City of Fort Worth does not have a 311 which would answer a majority of the departments' calls.
Data Source: This data comes from TASKE Middleware which is tied to the Cisco Phone System and the Workforce Management system, NICE.
The average service level for FY19 was 77.47%, which is slightly lower than 80% within 30 seconds. The total number of calls being answered was 94%. Performance was impacted by staffing shortages and call volume increases due to the increased volume of storm debris. Management continually manages attendance to improve performance.