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On Target

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

High Performing Government | Desired Measure Result: Above Target

Click on any series in the chart legend to hide it from view.

Click on any series in the chart legend to hide it from view.

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.