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Connecting Customer Service to <br />City-wide Performance Management Framework <br />Performance Analytics & Transparency <br />More diverse, outcome-focused metrics to manage <br />customer service for residents <br />•SLA Target Percentage <br />•Service quality by geographic unit <br />Database (CRM)311 MOUs with <br />Departments <br />Residents submitting <br />service requests (Online or <br />via 311) <br />Current quarterly statistics <br />•Total calls by department <br />•Service requests by department