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 1% from Q2 2020 (22), while the top five topics remained consistent.
  • This quarter, 11.7% of the total cases were Service Area Requests submitted by Councilmembers or the City Manager; the total number of SARs submitted increased 10% from Q2. SARs as a percentage of total case volume have stayed consistent in 2020 compared to 2019.
  • Illegal parking and code compliance topics remain two of the most popular, as well as weeds/grass concerns. COVID-19 mask requirements were mandated in Q2, and this remained a popular topic in Q3.
  • Staff’s average response time to customers increased slightly in Q3. Of note, however, is that the response time for Q3 2020 is shorter than the response time for Q3 2019, even though there were 4% more cases in Q3 2020 than in Q3 2019. 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