Percentage of streets-related customer requests addressed within timeliness standards

Objective

Objective 4.3: Enhance customer service, public outreach, and engagement

Metric

Percentage of streets-related customer requests addressed within timeliness standards

Purpose

Gives us a response time to work requests, monitoring response times, ways to improve and adjust. Improves coordination between units to address concerns and work requests.

Definition

The percentage of street-related customer requests addressed within timeliness standards is determined by the number of cases closed within timeliness standards by the total cases closed and is reported system-wide.

Methodology

sum ([number of cases closed within timeliness standards]) ÷ sum ([total cases closed])

Target

Address 90% of Color Curb Requests within 30 days, 92% of Hazardous Traffic Signal Reports within 2 hours, 100% of Hazardous Traffic Sign Reports within 24 hours, and 90% of Parking Meter Malfunction Reports within 48 hours.

Reporting Frequency

Monthly/ Quarterly

Contact

For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.

Notes

N/A