2.03 311 First Call Resolution (summary)
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<p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; margin:0px 0px 1rem; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>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. To efficiently provide our residents an improved level of customer service, Tempe 311 strives to serve our residents by acting as the central connection to accessible information and government services. Our purpose is realized through our ability to resolve calls with a single point of contact. When we do this, we have met 311’s mission and provided effective customer service. Tempe 311 CRC strives to achieve Single Point of Contact (SPOC) resolution rate greater than or equal to 75% of incoming calls.</p><p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; margin:0px 0px 1rem; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>This page provides data for the 311 First-Call Resolution Rate performance measure.</p><p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:17.12px; margin:0in 0in 0in 0px; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'><span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:inherit; font-size:16px;'><span style='border:0px solid currentcolor; box-sizing:border-box; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>View this performance measure dashboard at </span></span><a style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(0, 97, 155); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration:none; text-indent:0px; text-transform:none; word-spacing:0px;' target='_blank' href='https://performance.tempe.gov/' rel='nofollow ugc noopener noreferrer'><span style='font-family:inherit;'><span style='border:0px solid currentcolor; box-sizing:border-box; line-height:1.5;'>performance.tempe.gov</span></span></a><span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:inherit; font-size:16px;'><span style='border:0px solid currentcolor; box-sizing:border-box; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>. Select <strong>Strong Community Connections</strong>, then select the link for Performance Measure 2.03.</span></span></p><p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:17.12px; margin:0in 0in 0in 0px; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'> </p><p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:17.12px; margin:0in 0in 0in 0px; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'><a style='border:0px solid currentcolor; box-sizing:border-box; color:rgb(0, 97, 155); font-family:inherit; line-height:1.5; text-decoration:none;' target='_blank' href='https://tempe.gitbook.io/data-dictionary/community-connections/2.03-311-first-call-resolution' rel='nofollow ugc noopener noreferrer'><span style='font-size:18px;'><strong>Data Dictionary</strong></span></a></p><p style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:17.12px; margin:0in 0in 0in 0px; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'> </p><div style='background-color:rgb(255, 255, 255); border:0px solid currentcolor; box-sizing:border-box; color:rgb(74, 74, 74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'><hr /><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><p style='border:0px solid currentcolor; box-sizing:border-box; margin:0px 0px 1rem;'><span style='font-family:inherit; font-size:18px;'><span style='border:0px solid currentcolor; box-sizing:border-box; line-height:1.5;'><strong>Additional Information </strong></span></span></p><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Contact:</strong> <span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:inherit; font-size:16px;'><span style='border:0px solid currentcolor; box-sizing:border-box; display:inline !important; float:none; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>Kim Moncayo</span></span></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Contact E-Mail: </strong><a style='border:0px solid currentcolor; box-sizing:border-box; color:rgb(0, 97, 155); font-family:inherit; line-height:1.5; text-decoration:none;' href='mailto:Kim_Moncayo@tempe.gov' rel='nofollow ugc'>Kim_Moncayo@tempe.gov</a></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Data Source</strong>: <span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px;'><span style='display:inline !important; float:none; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>Accela CRM, Cisco Unified Intelligence</span></span></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Data Source Type</strong>: <span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:"Avenir Next", Avenir, "Helvetica Neue", sans-serif; font-size:16px;'><span style='display:inline !important; float:none; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>Excel</span></span></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Preparation Method:</strong> <span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:inherit; font-size:16px;'><span style='border:0px solid currentcolor; box-sizing:border-box; display:inline !important; float:none; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>The data from every 311 call is entered into the city's Accela CRM database system. We use that information in conjunction with Cisco Unified Intelligence Center, a separate report is generated to pull out transferred and non 311 calls</span></span></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Publish Frequency:</strong> <span style='background-color:rgb(255,255,255); color:rgb(74,74,74); font-family:inherit; font-size:16px;'><span style='border:0px solid currentcolor; box-sizing:border-box; display:inline !important; float:none; font-style:normal; font-variant-caps:normal; font-variant-ligatures:normal; font-weight:400; letter-spacing:normal; line-height:1.5; text-align:start; text-decoration-color:initial; text-decoration-style:initial; text-indent:0px; text-transform:none; word-spacing:0px;'>Quarterly</span></span></div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'> </div><div style='border:0px solid currentcolor; box-sizing:border-box; font-family:inherit; line-height:1.5;'><strong>Publish Method: </strong>Manual</div></div></div></div>
