Fiscal Year 2019

        Calls Answered since 2009 - 1,496,016

311 has Spanish Speaking CSR's and access to language line

El 311 tiene disponible representantes de habla hispana y linea de acceso para otros idiomas

311 accepts call from TTY - 711 national relay service for those requiring assistance

 

Phone Statistics from July - October  2018

   

             

49,639

Calls Received        

47,157

 

 

Calls Answered

 

       
 ACTUAL            GOALS

5.0 %

Abandon   Caller hung up prior to CSR   answering   <6%
             
             
1:33

Talk

time

(Length of time on the phone)    
             

:19

ASA  How long to answer a call            :30 seconds
 

PCA ( Percentage of calls answered within 30 seconds)

86%

              85%

 

 

NEIGHBORHOOD REQUESTS - JULY - OCTOBER