Average Response Time of Cases Submitted to Access Fort Collins

Desired Result:  Below Target

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Analysis of Performance

  • Total cases submitted through Access Fort Collins decreased 3% from Q2 2021 (1,471), while the top five topics remained consistent.
  • This quarter, 8% of the total cases were Service Area Requests submitted by Councilmembers or the City Manager; the total number of SARs remained steady from Q2. SARs as a percentage of total case volume have stayed consistent in 2021 compared to 2020.
  • Weeds/grass related topics are consistently high in the third quarter of the year. The other top areas remain consistent as well.
  • Staff’s average response time to customers increased somewhat in Q3 even as the number of cases decreased slightly. Response times remain well below the 3-day target.

Metric Definition
Total cases submitted online or via mobile application, including Council Member and City Manager requests (SARs). Average Response Time is the average number of business days from when a case is submitted to when a staff response is sent.
Why Is This Important?
Average response time is a customer service metric that indicates staff responsiveness to citizen and Council questions, comments and service requests. The total number of cases reflects the system use, which is important because the system was implemented to make it more convenient for citizens and Council to contact City staff and know that they will get a response.
City Organization Impact on Performance

High – Result is completely dependent on staff prioritization to respond to cases submitted.

Benchmark Information
Benchmarking in progress