Aggregate monthly wait times for clients at Job Center services.

Call Center Performance is measured as the percent of calls that are answered and the average speed with which those calls are answered.

,The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. The 311 Customer Relations Center strives to achieve an average caller wait time of less than or equal to sixty seconds for 90% of phone calls to Tempe 311.,This page provides data for the 311 Caller Wait Time performance measure.,The performance measure dashboard is available at 2.16 Caller Wait Time.,Additional Information,Source: Cisco Unified Intelligence Center,Contact: Moncayo, Kim,Contact E-Mail: Kim_Moncayo@tempe.gov,Data Source Type: Excel,Preparation Method: Contact Service Queue Call Distribution Summary Report will be pulled from Cisco Unified Intelligence Center. The total/percentage calls handled with queue time of 60 seconds will be extracted from this report.,Publish Frequency: Quarterly,Publish Method: Manual,Data Dictionary,,

Drop-off On-Time Performance (OTP) measures the quality of provider service, comparing actual to customer-requested drop-off time for trips scheduled with an appointment time. Trips are considered on-time if they are no more than 30 minutes early, and no later than the appointment time.

Wait Assessment measures how regularly trains are spaced during peak hours at selected timepoints on each line.

Average duration of calls answered by Shared Services (in seconds), categorised by service for April 2015. Datasets released once off.

Customer Experience is the percentage of valid trips and no-show trips that meet all four separate measurable established standards for quality of provider service (Pick-up OTP, Drop-off OTP, Max Ride Time, Provider No-Show).