Contact Centre Interactions | ||
2019 | 2018 | |
---|---|---|
Total Calls Answered | 130,079 | 134,141 |
311 Knowledge Base Inquiries | 99,988 | 97,995 |
311 Service Requests | 59,384 | 55,504 |
311 Online | 1,230 | 1,502 |
311 Text | 287 | 303 |
311 Email | 4,004 | 3,033 |
Mobile App | 2,878 | n/a |
In 2019, the 311Windsor mobile app was launched providing citizens the ability to enter requests for municipal service directly from their mobile devices. Initially 10 service requests types were available for users to enter. Throughout the past year this number has grown to 44 and there is an expectation to add additional request types, as feasible, moving forward. As of March 31st 2020, there have been 4,730 downloads of the app and over 2,800 requests for service entered via this channel.
During the last 2 years, approximately 65% of contacts were inquiries on municipal programs, services and events. The other 35% of interactions resulted in a request for service being entered for departments to action. Currently, there are 203 active service requests types across 31 different municipal divisions, departments and external agencies.
The attached report Appendix A identifies by department and division the following data for 2019 and 2018:
Department/Service Area
Service Request Type
Service Level Target 2020-2021 for Council approval
Current Service Level Target
Total SR’s /year
Percentage Closed |Closed on Time | Closed Late