February, the blizzard caused our ASA or Aveage Speed of Answer to increase far above the average. For two days we had limited staffing with an higher than normal call volume.  The 311 center went from an aveage of :30 seconds to answer the call to 1:04 in February. 

We continued to work with DPW for snow operations. We had tools to where we could inform residents the status of the condition of their road.  If it was completed, if DPW had not completed a section of the city. This was very helpful and proved to eliminate duplicate service requests. 

In March we experienced higher than call volume with the mailing of the trash bill.  Many residents who are 65 years of age expected the discount to be automatically be billed $40.00 less.   Therefore, 311 was responsible for the mailing as well as the adminstration for applying the discount once Finance approved. 

We hope for the next quarter to be normal business activity and our staffing has decreased due to budget cuts and wait times may be longer for the residents.

Neighborhood service requests July-2012 - March 2013