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311 Accomplishments <br />•For the first time, 311 leveraged its reach by collecting voicemails in the Build the Budget project. <br />•311 partnered with City Teams to co-design and launch the new Utility Assistance Program (UAP) of which 311 plays key application review and resident engagement roles <br />•311 and the Business Analytics team refreshed the City's Service Level Agreements (SLAs) which define success regarding services. Ex: Graffiti removal within 48 hours <br />•See 311 Customer Service Dashboard. Here is 2021 at a glance: <br />•119,475 calls offered <br />•117,055 calls handled <br />•2 minutes average handling time per call <br />•22 second average hold time <br />•2% abandoned call rate