APPENDIX A
311 Requests Service Level Target Summary of Departmental Statistics 2020-2021
Department /Service Area |
Service Request Type |
FOR APPROVAL 2020-2021Service Level Target (days) | Current Service Level Target (days) |
2019 | 2018 | ||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| TotalsSR's | %Closed | % Closedon Time | % ClosedLate | Total SRs | % Closed | % Closedon Time | % ClosedLate | ||||
| Noise Complaint | 21 | 21 | 520 | 99.81% | 83.46% | 16.35% | 453 | 100.00% | 90.95% | 9.05% | |
| Pawn Brokers | 14 | 14 | 3 | 100.00% | 100.00% | 0.00% | 5 | 100.00% | 100.00% | 0.00% | |
| Pet Shops | 14 | 14 | 8 | 100.00% | 87.50% | 12.50% | 2 | 100.00% | 100.00% | 0.00% | |
| Pitbull Complaint | 21 | 21 | 4 | 100.00% | 100.00% | 0.00% | 7 | 100.00% | 71.43% | 28.57% | |
| Plumber | 14 | 14 | 2 | 100.00% | 100.00% | 0.00% | 2 | 100.00% | 100.00% | 0.00% | |
| Protection of Parks | 14 | 14 | 109 | 100.00% | 88.07% | 11.93% | 66 | 100.00% | 86.36% | 13.64% | |
| Public Hall | 14 | 14 | 6 | 100.00% | 50.00% | 50.00% | 8 | 100.00% | 100.00% | 0.00% | |
| Public Parking Lots | 14 | 14 | 16 | 100.00% | 81.25% | 18.75% | 12 | 91.67% | 75.00% | 16.67% | |
| Retail - Resale | 14 | 14 | 30 | 100.00% | 93.33% | 6.67% | 23 | 100.00% | 95.65% | 4.35% | |
| Salvage Yard | 14 | 14 | 4 | 100.00% | 25.00% | 75.00% | 10 | 100.00% | 70.00% | 30.00% | |
| Sign Complaint - Portable | 14 | 14 | 53 | 100.00% | 98.11% | 1.89% | 13 | 100.00% | 84.62% | 15.38% | |
| Smoking Complaint | 14 | 14 | 7 | 100.00% | 100.00% | 0.00% | 4 | 100.00% | 100.00% | 0.00% | |
| Snow & Ice - Dumping on Road/Alley | 14 | 14 | 26 | 100.00% | 100.00% | 0.00% | 67 | 100.00% | 100.00% | 0.00% | |
| Snow & Ice Removal Complaint - Sidewalks | 14 | 14 | 1,153 | 99.65% | 99.31% | 0.35% | 1,195 | 99.92% | 99.25% | 0.67% | |
| Taxi Cab Driver | 14 | 14 | 115 | 100.00% | 92.17% | 7.83% | 85 | 100.00% | 78.82% | 21.18% | |
| Taxi Cab Vehicle | 21 | 21 | 14 | 100.00% | 92.86% | 7.14% | 6 | 100.00% | 83.33% | 16.67% | |
| Tobacconist | 14 | 14 | 32 | 100.00% | 100.00% | 0.00% | 41 | 100.00% | 100.00% | 0.00% | |
| Tow Truck Complaint | 14 | 14 | 16 | 100.00% | 93.75% | 6.25% | 16 | 100.00% | 81.25% | 18.75% | |
| Tow Truck Driver Complaint | 14 | 14 | 2 | 100.00% | 100.00% | 0.00% | |||||
Call Centre |
3 Digit Dialing | 3 | 3 | 21 | 100.00% | 76.19% | 23.81% | 13 | 100.00% | 76.92% | 23.08% |
| 311 Texting | 5 | 5 | 1 | 100.00% | 100.00% | 0.00% | 2 | 100.00% | 50.00% | 50.00% | |
| Accessible Alternate Format Document Request | 10 | 10 | 13 | 100.00% | 100.00% | 0.00% | 3 | 100.00% | 100.00% | 0.00% | |
| Accessible Customer Service Feedback - Municipal Election | 5 | 5 | 1 | 100.00% | 100.00% | 0.00% | 1 | 100.00% | 100.00% | 0.00% | |
| Banquet - Employee Recognition | Data Collection | Data Collection | 151 | 100.00% | 100.00% | 0.00% | 132 | 100.00% | 100.00% | 0.00% | |
| Call Centre Technical Issues Log | Data Collection | Data Collection | 243 | 100.00% | 100.00% | 0.00% | 189 | 100.00% | 100.00% | 0.00% | |
| Inappropriate Call Review | 3 | 3 | 76 | 98.68% | 89.47% | 9.21% | 33 | 100.00% | 90.91% | 9.09% | |
| KB Changes | 5 | 5 | 330 | 100.00% | 57.27% | 42.73% | 296 | 100.00% | 60.14% | 39.86% | |
| Other - Report Concern Not Listed (Re-assigns) | 3 | 3 | 1,054 | 100.00% | 99.43% | 0.57% | 10 | 100.00% | 100.00% | 0.00% | |
| Send Information | 3 | 3 | 950 | 100.00% | 99.26% | 0.74% | 941 | 100.00% | 98.41% | 1.59% | |
| Wake Up Program | Data Collection | Data Collection | 10 | 100.00% | 100.00% | 0.00% | 6 | 100.00% | 100.00% | 0.00% | |
| Website Issues | 5 | 5 | 139 | 100.00% | 86.33% | 13.67% | 101 | 100.00% | 85.15% | 14.85% | |