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Mayors Action Center. 1,000,000 th Inbound Call during Mayor Ballards administration May 2012...
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Mayor’s Action Center
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3 Mayor’s Action Center Mayor’s Action Center Activity Breakdown 2012 Service Requests (61,362) Animal 29.7% Trash 21.6% Weeds 13.3% Chuckhole 6.3% Aban Vehicle 5.7% Other 23.3% Non-SRs (44,538) Information 88.9% Complaint 9.2% Comment 0.5% Compliment 1.4% RequestIndy (35,922) Weeds 49.7% Chuckhole 9.4% Animal 7.3% Zoning Violation 6.8% Aban Vehicle 4.7% Other 34.7%
Transcript of Mayors Action Center. 1,000,000 th Inbound Call during Mayor Ballards administration May 2012...
Mayor’s Action Center
• 1,000,000th Inbound Call during Mayor Ballard’s administration – May 2012
• 100,000th Outbound Call – July 2012• 20th Anniversary – November 2012 • 100,000th RequestIndy Entry – May 2013
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Mayor’s Action CenterRecent Milestones
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Mayor’s Action CenterActivity Breakdown 2012
Switchboard
Animal Trash
Weeds
Chuckhole Aban Vehicle Other
Non-Service Requests
Outbound Calls
Emails
RequestIndy Online
RequestIndy Mobile
Mayor's Action Center 2012 Year End Statistics
Service Requests (61,362)Animal 29.7%Trash 21.6%Weeds 13.3%Chuckhole 6.3%Aban Vehicle 5.7%Other 23.3%
Non-SRs (44,538)Information 88.9%Complaint 9.2%Comment 0.5%Compliment 1.4%
RequestIndy (35,922)Weeds 49.7%Chuckhole 9.4%Animal 7.3%Zoning Violation 6.8%Aban Vehicle 4.7%Other 34.7%
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Total Calls Comparison2012 Abandoned Rate was 0.53%
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Annual All Call Comparison
Calls Handled Calls Abandoned
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Speed to Answer2012 Average Speed to Answer was 2 seconds
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Average Speed to Answer (2008-2012)Average Speed to Answer Goal (≤20 seconds)
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After-Call Work TimeGoal of 40 Seconds Met Consistently Since 2009
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After-Call Work Time (2008-2012)Average After-Call Work Time Goal
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Outbound CallsApproximately 28,300 Outbound Calls in 2012
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Outbound Calls (2010-2012)
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Online and Mobile Activity143% Increase in RequestIndy Mobile Usage in 2012
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2006 2007 2008 2009* 2010** 2011*** 2012
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MAC Online and Mobile Requests (2006-2012)Email Pothole Portal RequestIndy Online RequestIndy Mobile
*Pothole Portal launched February 2009 **RequestIndy online launched June 2010***RequestIndy mobile launched July (iOS) and November (Android) 2011
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RequestIndy
Online portal launched June 2010www.indy.gov/RequestIndy
Mobile app launched July (iOS) and November (Android) 2011
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RequestIndy
• New online tool to view all street pothole repair requests received by the MAC for the prior 6 months
www.indy.gov/IndyPotholeViewer11
IndyPotholeViewerLaunched March 2013
