Performance trends

Note: Due to complications that arose from MC311's physical relocation and new technological enhancements, data is unavailable for FY17 and FY18 only includes data from October 30, 2017 (rather than July 1, 2017).

Why is this measure important?

This measure helps PIO track whether calls to MC311 are answered in a timeline manner.

Factors contributing to current performance

  • There is a gap in data from August, 2016 - October, 2017, due to technical issues. Typically, best practice is 20 seconds, however, this depends upon what's happening in the Call Center with regard to staffing availability and/or seasonal or weather events.
  • The Call Center has experienced higher call volume (longer wait time) and fewer CSRs to answer calls (due to absenteeism, FMLA, schedule leave) .
  • Intermittently and over the past few years, Telecom reported that the County has been receiving "spoof and spam calls". It is possible that MC311 has received these calls as well, which would add to call volume (and abandoned call rate). The challenge is there is no way to track such calls Telecom continues to evaluate software programs to address the issue.
  • Staff turnover, and time frame needed to fully train new customer service representatives to answer calls.

Factors restricting performance improvement

  • Staffing levels and absenteeism due to FMLA; scheduled and unscheduled leave, which includes vacation time and sick leave.
  • Technical Issues.

Performance improvement plan

  • Hired additional staff in FY19. Currently plan to hire two new additional staff for FY20.