Rate of 311 call abandonment

Information Technology and Innovation

Result area:	2
Objective:	2-4
Strategy:	2-4-2
This measure:		Rate of 311 call abandonment

On track

6.21 percent

Year to date goal:
Not more than 7 percent

Why is this measure important?

Low abandonment rate is a prerequisite for achieving high levels of customer satisfaction. High abandonment rate have a direct correlation to wait times; and may indicate under-allocation of resources and poor customer service.

Definitions of key terms

311: The City's call center for public information and service requests. Call Abandonment: A call made to the Service Desk where the caller hangs up before being answered.

No measures

Totals for 2018

Q1	Q2	Q3	Q4
5.38 percent	6.98 percent

Historical trend