My Spokane 311

Highlights

• 2.7% decrease in # of inbound calls
• 8.9% increase in # of calls handled
• 55.3% decrease in abandon rate
• 55.3% increase in service level
• 64.2% increase in average speed of answer
• 4.5% decrease in average handle time
• 20,401 increase in # of emails
• 11,112 increase in # of front counter transactions
• Abandon rate was a record low in the 6-year history of the program