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Fiscal Year 2018

        Calls Answered since 2009 - 1,423,265

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 - April  2018

   

             

119,354

Calls Received        

113,383

 

Calls Answered

 

       
 ACTUAL            GOALS

5.2 %

Abandon   Caller hung up prior to CSR   answering   <6%
             
             
1:32

Talk

time

(Length of time on the phone)    
             

:20

ASA  How long to answer a call            :30 seconds
 

PCA ( Percentage of calls answered within 30 seconds)

86%

              85%

 

 

NEIGHBORHOOD REQUESTS - JULY - APRIL

 

 

         

 

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Hours of operation:
M-F 7:00-4:30pm
Telephone 311 or
(413-736-3111)