Effectiveness of the 311 Citizen Service Center As Administer By the Department of Information Technology and Telecommunications

AUDIT REPORT IN BRIEF

This audit determined how well the Department of Information Technology and Telecommunications (DoITT) 311 Citizen Service Center is meeting its timeliness performance goal of answering 80 percent of the calls to 311 within 30 seconds, achieving its mission of helping the public gain access to City services and information, and providing accurate information to the public.

During Fiscal Year 2004, DoITT reported that the 311 Citizen Service Center received 8,140,907 calls, with an average wait time of 8 seconds per call, and answered 90 percent of those calls within 30 seconds. For Fiscal Year 2005, as of December 31, 2004, DoITT reported that the 311 Call Center received 5,855,149 calls, with an average wait time of 49 seconds per call, and answered only 60 percent of the calls within 30 seconds.

Audit Findings and Conclusions

The 311 Citizen Service Center fell short of meeting its timeliness performance goal; only 72 percent (60 calls) of 83 test calls made to the Service Center were answered by the Call Center Representatives (CCRs) within 30 seconds. In addition, DoITT reported in its monthly Volume and Performance Level Reports that 60 percent of the calls received by the Service Center during the period July through December 2004 were answered within 30 seconds.

However, we did find that DoITT does accomplish its mission of providing accurate information and helping the public gain access to City services and information. Of the 83 instances in which CCRs provided us with information or materials, the information or materials were accurate in 81 (98%) instances. Additionally, of the 22 requests for services or information we made, we received the correct services or information in all 22 instances.

In addition, DoITT ensures that the CCRs receive adequate training to carry out their responsibilities. Furthermore, DoITT has an adequate Quality Assurance Program to ensure that the CCRs, both at its main office and at its contracted site, are providing courteous service and accurate information to the 311 callers.

DoITT officials stated that they are aware that they are not meeting the performance standards of answering 80 percent of calls to 311 within 30 seconds. They further stipulated that based on current call volume, the agency does not have enough CCRs in order to meet the standard. The officials informed us that they are in the process of hiring more CCRs to help meet the 311 Citizen Service Center demand.

Audit Recommendation

We made one recommendation to DoITT.

oITT should continue its efforts, including but not limited to hiring more staff members, to meet its performance standard of answering 80 percent of calls within 30 seconds.