Chart 1- Total calls received in FY 2007

This chart displays the total number of calls received in each departmental call center during Fiscal Year 2007. It should be noted that of the six departmental call centers listed, only Public Utilities and Public Works operate true call centers staffed by employees whose sole responsibility is to answer calls for service and provide information. In the other four call centers, employees are assigned duties in addition to their call-taking responsibilities.

Implementation of the 311 Call Center will direct all calls to a single location staffed by employees whose sole responsibility is to answer calls. The resulting improvements in performance tracking and quality of service will demonstrate the contributions that can be made by RichmondWorks.

Chart 2- Percent of calls answered within 2 minutes in FY 2007 versus RichmondWorks goal

This chart displays the percentage of calls that were answered in less than 2 minutes. Calls that were abandoned by the caller prior to speaking to a representative are not included. As the chart indicates, during FY 2007 less than 50% of calls were answered in less than 2 minutes. These results illustrate the need for efforts such as RichmondWorks which focus upon reporting and analysis of data and the identification of opportunities to improve performance. Upon full implementation of the 311 Call Center, our goal is to answer 96% of all calls within 2 minutes.

Chart 3- Percent of calls abandoned in FY 2007 versus RichmondWorks goal

This chart indicates the percentage of callers that hung up before speaking with a call center representative. During FY 2007, nearly one in four of our customers hung up before speaking with a representative. This level of service delivery is another example of the need to measure and improve performance through RichmondWorks. The goal of the 311 Center is to reduce our abandon rate to 4% of calls received.

Chart 1- Total citizen requests per month, July 2006 – August 20, 2007

This chart illustrates the volume of requests received by the City since July 2006. During FY 2006, an average of 4,240 calls was received each month. The volume of calls received is influenced by a number of factors, including weather. The review of summary data such as this is an example the beginning stages of analysis by RichmondWorks.

Chart 2- Citizen requests to repair potholes, July 2006 – August 20, 2007

This chart displays the number of pothole requests received each month. The number of pothole repair requests is influenced by both weather and the volume of vehicular traffic. The review of simple data such as this is an example of the emphasis RichmondWorks places upon understanding the data.

GIS Map- Open Potholes

Map 1- Open requests for potholes as of August 20, 2007

This Geographic Information Systems (GIS) map displays the number and location of open pothole repair requests as of August 20. The data is sorted by the age of the requests. Analysis by RichmondWorks established that some requests which appear as being 3 months old or more actually have been completed, but were not entered into the tracking system. The Department of Public Works is working with RichmondWorks staff and the Department of Information Technology to identify solutions to this problem. RichmondWorks will also assist the Department of Public Works to identify changes in procedures and work processes necessary to complete pothole repair requests within 30 days, weather permitting.

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Chart 1- Average tons of refuse collected per day in FY 2007

This chart indicates the average amount of refuse collected by the City each day. Variations in the amount of refuse collected are caused by weather and other events such as holidays.

Other important measures of refuse collection include the number of missed collections and the amount of time needed to complete collection routes. RichmondWorks has identified issues regarding the quality of data for these measures. Once these data quality defects have been corrected, information on missed collections and route times will be posted here.