311 Toronto is pleased to provide information about its performance metrics. This information includes data about the number of interactions through our various channels (calls, e-mails, online, and fax), our first-call resolution rate (interactions that are resolved by 311 at the first point of contact without a need to transfer the customer to another City division) and other service measures. This information can help our customers understand the services we provide, get a sense of when our Contact Centre is busy and what our overall trends are in providing customer service for the City of Toronto.
This chart provides a breakdown of the percentage of all 311 contacts received by channel including phone calls, e-mail, fax and on line. Actions taken by 311 to resolve the interactions include providing general information using the 311 Knowledge Base or initiating a Service Request.
The figures used to display 311's performance metrics are built using the Google Visualization API. The data sets which drive these visualizations are open and can be viewed, downloaded, or queried via an API call by freely accessing their spreadsheets in the cloud. Currently the visualizations utilize data within Google Spreadsheets but will ultimately be driven through Google's Fusion Table API and Chart API.
Details on the data feeds are listed in the table below and available in the City of Toronto's open data catalogue. Visit the 311 Contact Centre Performance Metrics open data listing at toronto.ca/open.
|Data set||Google Spreadsheet URL|
|311 Contact Centre daily call trends||https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dFhkTmlTY2k2OWExd2FHZ3lVMGpuVEE&usp=sharing|
|311 Contact Centre weekly call metrics||https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dEhKZ0kwMUtvanQ2endTblpoNlNKN2c&usp=sharing|
|311 Contact Centre monthly metrics||https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dGVBcnNBaG1LZ3AycHVScTJ2SjhfU1E&usp=sharing|
|311 Contact Centre yearly metrics||https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dGpHNGZ4SmQtcXo4WHR3aUF2V004VWc&usp=sharing|