2.17 311 Email Response Times (summary)

The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. Our goal is to achieve a response rate to the Tempe 311 inbox messages (emails to 311, voicemails, emails from tempe.gov, work requests) of less than or equal to 1 business day for 90% of inquiries. This page provides data for the 311 Email Response Time performance measure. The performance measure dashboard is available at 2.17 311 Email Response Time. Data Dictionary Additional Information Source: tempe.gov and Accela CRM Contact: Moncayo, Kim Contact E-Mail: [e-mail] Data Source Type: Preparation Method: All emails or voice messages from the Tempe311 inbox are entered into Accela CRM as a work order or a request. An excel report is pulled from Accela CRM of all Tempe311 Inbox entries and then checked and verified for response time. Publish Frequency: Quarterly Publish Method: Manual客户关系中心（Customer Relations Center，CRC），又称坦佩311（Tempe 311），通常是居民与本市建立联系的首个乃至唯一对接渠道。本中心的目标是让每一次交互都尽可能流畅高效，具体绩效目标为：针对坦佩311收件箱内的各类消息（包括发送至311的电子邮件、语音留言、来自tempe.gov的电子邮件以及工作请求），实现90%的咨询可在1个工作日内完成响应。 本页面提供311电子邮件响应时效绩效指标相关数据，该绩效指标仪表盘可通过「2.17 311电子邮件响应时效」路径访问。 数据字典附加信息： 数据来源：tempe.gov 与 Accela CRM 联系人：Moncayo, Kim 联系邮箱：[e-mail] 数据来源类型： 数据处理方式：将坦佩311收件箱中的所有电子邮件与语音留言以工作订单或请求工单的形式录入Accela CRM，随后从Accela CRM导出包含所有坦佩311收件箱条目的Excel报表，并对响应时效进行核查与验证。 发布频率：季度发布 发布方式：人工发布