City Operations and 1 more...
CONTACTS HANDLED BY 311: Number of community member contacts handled by 311 annually
Current Value
226,774
Definition
Phone contact volume
- Source: Avaya CMS Supervisor “311 Multi-Day Multi-Skill” report
- Inclusion Criteria: Include all skills currently used by 311 CSRs (comparing against 311 supervisor lists)
- Calculation: SUM([ACD Calls]) – SUM([Abandoned Calls])
Email/Webform/Front Desk contact volume
- Sources:
- Zendesk Tickets table in Azure Data Lake Storage (In the Zendesk folder of the Data Landing Zone)
- Zendesk Ticket Events table in Azure Data Lake Storage
- Zendesk Users table in Azure Data Lake Storage
- Inclusion Criteria:
- All distinct Ticket IDs where:
- At least one event has an associated Author ID that corresponds to a User ID of a 311 CSR (Reference the custom fields of the Users table in ADLS to identify the set of 311 CSR Author IDs)
- The associated “Contact Type” custom field in the Tickets data is either “Webform”, “Email”, or “In-Person”
- All distinct Ticket IDs where:
- Calculation: COUNT(DISTINCT [Ticket ID]) WHERE [Contact Type]=”Webform” or [Contact Type]=”Email” or [Contact Type]=”In Person”
Why Is This Important?
The number of contacts handled by PDX 311 annually is a measure of the overall volume of service provided to the community by the program. This measure can be influenced by several factors outside the program’s control, such as emergent events like weather and news stories. However it is still an important measure for gauging the overall usefulness of 311 services and demand for the program’s services among community members.
Data on the number of contacts handled by PDX 311 serves to measure the extent to which the 311 program is providing a valuable service to Portlanders and Multnomah County residents, and informs appropriate resource allocation to meet the community’s needs.
What Do The Numbers Show?
The number of contacts handled by PDX 311 has increased by an average of 20% every fiscal year, significantly exceeding population growth in Multnomah County over the same period. This suggests that there is a rapidly growing demand for 311 services and a growing awareness of the 311 program. The number of annual contacts served by the program aligns closely with the predicted growth in contact volume, as documented in the implementation plan.
How Did We Arrive at These Numbers?
The volume of contacts handled by the 311 program represents the sum of:
- Calls answered by 311 representatives (tracked in the call center’s phone system)
- Emails answered or resolved by 311 representatives (tracked in the Zendesk ticketing system)
- In-person requests to 311 representatives at the front desk of the Portland Building (tracked in the Zendesk ticketing system)
This total is likely an undercount of the true number, as emails and in-person requests are currently manually tracked by 311 representatives, which introduces the possibility of human error.
Where Can I Find More Information?
Additional information can be found on the PDX 311 website.
Community members in Multnomah County can contact 311 to make a wide variety of requests and reports. Even if 311 representatives cannot directly resolve an issue, they can direct community members to the appropriate resource and provide advice. Community members who wish to make a request or report through 311 can be reached through several channels:
- Email 311@portlandoregon.gov
- Phone at 3-1-1 within Multnomah County or (503) 823-4000
- In-person at the Portland Building’s Customer Service Desk at 1120 Southwest Fifth Avenue.
PDX 311 staff can be reached daily from 7:00 a.m. to 8:00 p.m., excluding federal holidays, by phone or email.
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