Average Days to Close Cases Submitted to Access Fort Collins
Desired Result: Below Target
Analysis of Performance
This metric replaces the previous one related to City staff response times to cases in Access Fort Collins. Due to a change in software vendors, this metric has changed from 'Average Days to Respond to a case' to 'Average Days to Close a case.' Unfortunately, the previous data collected is not compatible with the new data and that is why there is no history prior to Q3 2025 for this metric
The City changed technology platforms July 1, 2025, so direct comparison to prior results is not currently available. The average time to close in Q1 was below the five-day target, and is anticipated to continue to decrease in future quarters as staff and external users adapt to the new platform.
Metric Definition
Total cases submitted via mobile or desktop applications. Average Days to Close is the average number of days across all topics from when a request is submitted to when staff indicate the request has been resolved.
Why Is This Important?
Average Days to Close is a customer service metric that indicates staff responsiveness to questions, comments and service requests from community members. The total number of requests reflects he system use, which is important because Access Fort Collins is a tool for community members to easily contact City staff and know they will get a response.
City Organization Impact on Performance
High – Result is completely depended on staff prioritization to respond to and close requests submitted.
Benchmark Information
There are no benchmarks available within the Access Fort Collins software