Profiles of the 2010-2012 Citizen-Engaged Communities

Population Category: 150,001–300,000

Phone Number: Centralized contact center with 311, a seven-digit number, and a special number for cell phones. Also provide call center services for 211, Olmsted Parks Conservancy, National Grid Electric company and some county services

Staffing: 6-10 full time call representatives and 1-2 full-time supervisors

Services Supported: All city/municipal services

Annual Call Volume: 288,962 calls

Multiple Facilities: None

Operating Hours: 8:00 AM-4:30 PM

Initial Launch: July 2008 was the soft launch of 311. Prior to this date there was a Mayor's complaint line that was established in July 2000.

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Included in organizational surveys, online surveys, outbound agent calls, focus groups and Facebook

Department/Agency Call Process: Call representatives issue service requests and also dispatch crews. The majority of calls result in a service request (case); however, some high priority calls are transferred to appropriate personnel.

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web service requests, walk-ins, Facebook. IVR information / FAQs, IVR interactive, and IVR call back are interfaced with call system.

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Cisco IP

Major Contact Center Technology Systems: Cisco Call Manager/Unified Contact Center Express, Cisco: UCCX and Lagan

Web 2.0 Tools Being Used: Facebook, mapping, webcasts, and online surveys

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? N
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? Y

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Complaints
Customer Satisfaction
First Contact Resolution
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Response Time
Agent Turnover
Self-service Deflection Rate
Cost per Channel
Self-service Availability
Agent Occupancy Rate
Call Return
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: Yes

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 150,001–300,000

Phone Number: Centralized Customer Service Center with seven-digit number, 361.826.CITY (2489)

Staffing: 10-20 full time call representatives and 3-5 full-time supervisors

Services Supported: All City Services, with specialists for Utility Accounts, Utility Departments, Streets, Solid Waste Services, Animal Care, Code Enforcement, Graffiti, Mayor and City Council, City Manager, Assistant City Manager

Annual Call Volume: 400,000 calls

Multiple Facilities: None

Operating Hours: 7:00 AM-7:00 PM

Initial Launch: 2004

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, Included in organizational surveys, Online surveys

Department/Agency Call Process: Representatives provide information and issue service requests.

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, IVR information/FAQs, IVR interactive, walk-ins, kiosks

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Cisco Call Manager and Cisco IPCC Express Telephone System, Cisco VoIP telephones, Cisco Agent and Supervisor Desktops

Major Contact Center Technology Systems: Cisco, Selectron, MAXIMO (with customized CRM), HTE, Chameleon

Web 2.0 Tools Being Used: Twitter, RSS feeds, email alerts, Facebook, mashups, mapping, webcasts, podcasts, online surveys and a few blogs

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? Y
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? N
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? N

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Satisfaction
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Response Time
Agent Turnover
Self-service Availability
Call Return
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: Yes

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 150,001–300,000

Phone Number: Centralized contact center with seven-digit number

Staffing: 10-20 full time call representatives and 1-2 full-time supervisors

Services Supported: All non-emergency calls for the entire city. Principal services include: Water and sewer service requests and billing information, street maintenance, storm water maintenance, residential solid waste, yard waste, bulky item and appliance collection and recycling, commercial solid waste collection and recycling, traffic signals, traffic signs and markings, police watch operations and warrants, zoning enforcement, administrative departments (Planning, Finance, Human Resources, Purchasing). Internal customers include facility maintenance, telecommunications and others.

Annual Call Volume: 265,000 calls

Multiple Facilities: None

Operating Hours: Monday through Friday 7:00 AM-6:00 PM

Initial Launch: July 2004

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, formal phone surveys, included in organizational surveys, online chats, comments captured during calls

Department/Agency Call Process: Representatives transfer calls and issue service requests.

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, web chat, IVR information / FAQs, IVR interactive, IVR call back and walk-ins

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Cisco VoIP

Major Contact Center Technology Systems: Cisco Call Manager Express, developed in-house using Cisco tools, developed in-house to work with work management system

Web 2.0 Tools Being Used: Online chat, Twitter, E-mail alerts, and online surveys

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? N
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? N

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Satisfaction
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Agent Turnover
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: No

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 75,001–150,000

Phone Number: Centralized contact center with 311, a seven-digit number and access through cell phones.

Staffing: 10-20 full time call representatives and 1-2 full-time supervisors

Services Supported: Over 200 different city service requests for departments and divisions for Code Compliance, Public Works, Parks and Recreation, Assessor, Convention and Visitors Bureau, Redevelopment & Housing, Health Department, Economic Development, Information Technology, Neighborhood Office, City Council, City Attorney’s Office: FOIA, Emergency Operations Center, Public Information Office.

Annual Call Volume: 175,000: 250,000 calls

Multiple Facilities: None

Operating Hours: 7 days a week to include holidays (7:00 AM.-11:00 PM staffed in call center, 11:00 PM: 7:00 AM Police Communications handles overnight urgent issues only). This arrangement enables 24/7/365.

Initial Launch: September 1999

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, formal phone surveys, included in organizational surveys, online surveys, and automated E-mail surveys

Department/Agency Call Process: Representatives transfer calls (about 20% of incoming calls are connected either to an "expert" or to an agency/office that the call center does not support in services), issue service requests and also dispatch crews.

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, IVR interactive, SeeClickFix and iPhone applications

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Avaya Communications Manager (CM) with S8720 Servers and distributed survivable Gateways; CallMedia CTI, and Call Forwarding, or Call Redirect, Services provided by our Local Exchange Carrier to reroute 311 calls to a bank of cell phones assigned to Call Center for Business Continuity.

Major Contact Center Technology Systems: BCMS-Vu, Survey System, Lagan ECM

Web 2.0 Tools Being Used: YouTube, Facebook, Twitter, blogs, video on demand, online surveys, virtual worlds

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? Y
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? N
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? N

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked: Includes Quality Assurance Program

Calls Handled
Wait Time
Customer Complaints
Customer Satisfaction
Cost per Call
Abandonment Rate
Talk Time
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: No

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 300,001 or more

Phone Number: Centralized contact center with 311 and seven-digit phone number

Staffing: More than 41 full time call representatives and 6-10 full-time supervisors

Services Supported: The 3-1-1 Call Center supports all Miami-Dade County services (with the exception of Water and Sewer account handling). A total of approximately 584 service request types and over 4,000 Knowledge Base topics exist. The 3-1-1 call center fully services and has technology integrations with the City of Miami, but informational inquiries regarding all 35 municipalities within Miami-Dade County’s territory, and certain State of Florida agencies are also being handled.

Annual Call Volume: 2,642,968 calls.

Multiple Facilities: Elections Building and Miami-Dade Fire Rescue Headquarters

Operating Hours: Monday through Friday, from 6 AM-10 PM and on Saturday from 8 AM-5 PM (Closed on Sundays and Holidays)

Initial Launch: 2005

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, formal phone surveys, included in organizational surveys, online surveys, IVR surveys, outbound agent call, focus groups, Secret Shopper

Department/Agency Call Process: Call representatives transfer calls and issue service requests.

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, IVR information/FAQs, IVR interactive, IVR call back, walk-ins, auxiliary stations

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Avaya

Major Contact Center Technology Systems: Avaya Interaction Center, WebSphere Voice Response and WebSphere Voice Server, and Motorola CSR 3.10

Web 2.0 Tools Being Used: Miami-Dade utilizes a Twitter and a Facebook account to inform users about ongoing initiatives and events. The Portal Knowledge Base Integration (PKBI) tool is also built with Web 2.0 technology (Flex), through which interactive feedback widgets are made available to call specialists.

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? Y
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? Y

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Satisfaction
First Contact Resolution
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Agent Turnover
Self-service Availability
Agent Occupancy Rate

Citizen Participation in Establishing Performance Targets: Yes

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 300,001 or more

Phone Number: Centralized contact center with 311

Staffing: More than 41 full time call representatives and more than 10 full-time supervisors

Services Supported: All NYC services totaling over 100 agencies and departments, from infrastructure such as Transportation and Sanitation; to Education, Health and Human Services; Parks and Recreation, Consumer Affairs, and Child Services; and smaller size specialized needs including the Office of People With Disabilities, Veterans Affairs, and Cultural Affairs

Annual Call Volume: 18,700,000 calls in 2009

Multiple Facilities: Yes, two facilities, one in lower Manhattan and the other in Brooklyn (New York City)

Operating Hours: 24x7x365

Initial Launch: March 2003

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, formal phone surveys, online surveys, IVR surveys, outbound agent call, focus groups, Secret/Mystery Shopper Program, Neighborhood Liaison Program, and 59 Community Boards (meets quarterly with 311)

Department/Agency Call Process: Call representatives transfer calls and issue service requests

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, IVR information / FAQs, IVR interactive, and online service request options

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Nortel

Major Contact Center Technology Systems: Nortel CCMA, Nortel Call Pilot, Siebel/Oracle

Web 2.0 Tools Being Used: Twitter (311NYC@twitter.com), Facebook (NYC311) and YouTube. Also, an invitation-only Sharepoint site for 311 and City agency personnel for social media programs and policies and for internal coaching programs and operations support (e.g. supervisor team portals)

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? Y
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? Y

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Complaints
Customer Satisfaction
First Contact Resolution
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Response Time
Agent Turnover
Self-service Deflection Rate
Cost per Channel
Self-service Availability
Agent Occupancy Rate
Quality Assurance standards for call handling and service delivery

Citizen Participation in Establishing Performance Targets: Yes

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 300,001 or more (1,500,000 residents)

Phone Number: Centralized with seven-digit phone number and 311, both can be called through cellphones.

Staffing: 52 full time call representatives and 5 full-time supervisors

Services Supported: All, including: sanitation, transportation, parks, recreation, licenses, inspections, courts, records, public property, redevelopment authority, free library, police, fire, emergency management, water, and more.

Annual Call Volume: 1.2 million calls

Multiple Facilities: Yes. There is a 311 Walk-in Center adjacent to the call center operations.

Operating Hours: The Walk-in Center is open weekdays 9am-5pm. The call center is open Monday-Friday 8 AM-8 PM and Saturday 9 AM-5 PM, open holidays.

Initial Launch: December 31, 2008

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Phone surveys following a call, formal phone surveys, online surveys, IVR surveys, outbound agent call, focus groups, online chats, Secret / Mystery Shopper Program, Neighborhood Liaison Program

Department/Agency Call Process: Transfer calls or issue service requests: depending on the request

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, IVR information / FAQs, walk-ins. Customers can submit requests via e-mail or through our website. Customers can register with 311 and then submit requests directly through our CRM (which is internet based). iPhone application is currently being reviewed by Apple.

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Plant VESTA PBX

Major Contact Center Technology Systems: CCMIS, Custom Nortel, NOVO Solutions

Web 2.0 Tools Being Used: none

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? Y
c. Are you using voice recognition? N
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? N
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? N

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Satisfaction
Answer Speed
Abandonment Rate
Talk Time
Agent Turnover

Citizen Participation in Establishing Performance Targets: Yes

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population: 300,001 or more

Phone Number: Centralized with seven-digit phone number, 311 and a special number (311) on cell phones. The centralized contact center also receives calls through 511 for the San Francisco Housing Authority (federal agency).

Staffing: More than 41 full time call representatives and 6-10 full-time supervisors

Services Supported

Information source for public regarding all City Departments (Partial List): Status of request for birth certificates and other vital records, Services for Homeless, Transit Information Service Requests for following agencies (Partial List): Public Works, Public Utilities, Recreation and Parks, Parking and Traffic, ID card, Marriage License and Ceremony Appointments, Police Report (Nonemergency), Public Transit Complaint, Compliment, and Lost and Found, Taxi Complaint, Compliment, and Lost and Found, Residential Building Inspection Requests, General City Requests, and San Francisco Housing Authority (General and Emergency Maintenance Requests)

Annual Call Volume 2009: 3,090,133 calls.

Multiple Facilities: None

Operating Hours: 24 hours, 7 days a week, 365 days a year

Initial Launch: Soft launch Feb 15, 2007; Official Launch March 27, 2007

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Online surveys, Collaboration with organized constituent groups, Citizen Advisory Council, San Francisco Bicycle Coalition, Collaboration with public / private partnerships, Neighborhood Parks Council and Parkscan, attendance at local community meetings, Call escalation process, CSR Complaint and Compliment process

Department/Agency Call Process: Call representatives issue service requests and also dispatch crews, with calls transferred less than five percent of the time

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, Web Service Requests, IVR Information/FAQs, Kiosks

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Avaya

Major Contact Center Technology Systems: Avaya, Lagan

Web 2.0 Tools Being Used: Twitter

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? N
b. Are you using legacy systems? Y
c. Are you using voice recognition? N
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? Y

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Satisfaction
First Contact Resolution
Answer Speed
Abandonment Rate
Talk Time
Agent Turnover
Self-Service Availability
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: No

Service Department Performance Metrics Established and Communicated to Contact Center: Yes

Population Category: 150,001–300,000

Phone Number: Centralized contact center with seven-digit number and a special number for cell phones

Staffing: 20-40 full time call representatives and 1-2 full-time supervisors

Services Supported: Central Warehouse, DOT, Emergency Management, Engineering, Finance, Fleet Services, Human Relations, Human Resources, Information Services, Inspections, Keep Winston Salem Beautiful, Marketing and Communications, Development Office, Neighborhood Services, Planning, Property Maintenance, Purchasing, Recreation & Parks, Real Estate, Risk Management, Sanitation, Streets, Stormwater, Utilities, Vegetation Management

Annual Call Volume: FY09 208,974 calls offered

Multiple Facilities: None

Operating Hours: 24 hours per day, 7 days per week

Initial Launch: July 1, 2007

Focus Area 1: Citizen Participation Processes

Collected Citizen Input as Part of Planning Process: Yes

Tools Used for Ongoing Citizen Input and Feedback: Formal phone surveys, online surveys and online chats

Department/Agency Call Process: Call representatives issue service requests and also dispatch crews

Addressing Privacy: Yes

Multiple Language Support: Yes

Focus Area 2: Integrated Communication Channels

Self-Service Channels: Web FAQs, web interactive comment forms, web service requests, web chat

Service-Level Agreements with Departments/Agencies: Yes

Centralized or Single Knowledge Base: Yes

Addressing Accessibility: Yes

Focus Area 3: Integrated Technology

Written Technology Plan: Yes

Telephony System Cisco Unified Communications: Communication Manager, UCCX and Unity Voicemail

Major Contact Center Technology Systems: Cisco Unified Communications, First Data and Motorola

Web 2.0 Tools Being Used: Facebook and Twitter

Additional Technology Information:

a. Are systems interfaced with mobile and remote workers? Y
b. Are you using legacy systems? N
c. Are you using voice recognition? Y
d. Did you utilize a soft launch for your contact center? Y
e. Is your service request system integrated with GIS? Y
f. Does your contact center function as the emergency phone bank? Y
g. Do you record calls? Y
h. Do you have a written disaster recovery plan for your contact center? Y
i. Have you received any state or federal funding for your contact center, such as for disaster management, remote services, etc.? N

Focus Area 4: Performance Reporting to Support Democratic Accountability

Performance Metrics Tracked

Calls Handled
Wait Time
Customer Complaints
First Contact Resolution
Cost per Call
Answer Speed
Abandonment Rate
Talk Time
Agent Turnover
Agent Occupancy Rate
Calls Answered/Documented Correctly

Citizen Participation in Establishing Performance Targets: No

Service Department Performance Metrics Established and Communicated to Contact Center: Yes