Why is this important?
This measure indicates how quickly the call center is responding to calls that are waiting to be answered in queue. The target is traditionally established based on customer needs, behaviors and expectations, budgetary staffing limitations and established organizational business goals and objectives. This measurement allows the city to gauge efficiency and timeliness regarding how calls are answered to promote resolution of customer concerns and inquires.
The Water Department Call Center has consistently been at or above its target over the last several years. The percentage of calls answered in 60 seconds for FY17 was 77.24%, which is slightly below the goal of 80%. Performance was impacted as a result of ongoing staffing shortages, recruitment challenges, and attendance/FMLA issues.