311 Contact Center Monthly Report

July 2016

Public

0

500

1000

1500

2000

2500

3000 2984

1758

1608 1524

1208

932

720 699

440 425

349 332 323 290

242 232 230 224 217

July 2016-- Top Service Requests– 18,095 total

251

260

263

263

282

283

284

291

305

329

357

383

391

395

451

457

469

542

580

636

661

931

1018

0 200 400 600 800 1000 1200

How can I find information on property tax rebates?

How do I contact the Water Revenue Bureau?

911 Emergency Transfers

How can I contact PECO?

411 Information

How do you find out who owns property?

How do I report a residential building with outstanding maintenance issues?

Who do I call about rats in my neighborhood or home?

What is TURN?

How can I get a copy of a birth or death certificate?

How do I obtain a copy of police, traffic, or incident report, background …

Streets Department- General Info

How can I get rubbish/recycling pickup?

Philadelphia Water Department- General Info

Can I set out bulk trash on the curb for pickup?

Non- City Agency Directory Assistance

Where are the City Sanitation Convenience Centers?

How can I find out if a property has violations, licenses or permits?

How can I reach my City Council representatives?

How can I find out about a court date?

How do I contact the Department of Revenue?

Licenses and Inspections Businesses Offices

What is the phone number to my local Police district?

July 2016-- Top questions of the total 28,631 Information requests

50 9

926

3 32 73

31 15 76

769

347

57 100

1266 1277

268

838

45

1356

230

38 56

161

269

393 322

121 81

150

0

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400

600

800

1000

1200

1400

1600

July 2016 Service Tickets by Partner Agency

Week 1

(07/01/16)

Week 2

(07/04/16-

07/08/16)

Week 3

(07/11/16-

07/15/16)

Week 4

(07/18/16-

07/22/16)

Week 5

(07/25/16-

07/29/16)

Calls Handled 1,488 8,313 9,386 9,206 11,279

Calls Abandoned (#/%) (Goal <3%) 354/23% 1,030/12.4% 1,779/ 18.9% 798/ 8.6% 222/1.9%

Service Level (Goal 80%) 63 58 43 64 94

Average Talk Time 3:32 3:28 3:40 3:34 3:20

Average Not Ready 3:38 4:06 3:59 4:09 3:59

July 2016 - Philly311 Call Volume, Abandoned and Service Level by Business Day

“Average not ready” is the average amount of time in which no agents are available to take a call. “Service Level” is the percentage of calls answered in less than 20 seconds. Our goal is 80%

0

500

1,000

1,500

2,000

2,500

3,000

1 3 5 7 9 11 13 15 17 19

No.of calls

Calls abandoned

0.0

10.0

20.0

30.0

40.0

50.0

60.0

70.0

80.0

90.0

100.0

1 3 5 7 9 11 13 15 17 19

Service Level

SL goal