Florida Courts E-Filing Authority Board. Service Desk Report December 2018
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1 Florida Courts E-Filing Authority Board Service Desk Report December 218
2 Customer Service Incidents December 218 Status October 218 November 218 December 218 Incidents Received 3,779 2,632 2,376 Incidents Worked 3,77 2,615 2,372 Carry Over # of Filings 1,511,178 1,285,545 1,188,7 # of Documents 2,237,77 1,92,645 1,792,412 Average Acknowledgement/Resolution Times Acknowledge Time.6 Days 3 Minutes.2 Days 13 Minutes.2 Days 11 Minutes Resolution Time.19 Days 1 Hour 41 Minutes.7 Days 37 Minutes.6 Days 32 Minutes Stakeholders: Case Managers,Court Reporters, Creditors, Domestic Violence Case Initiators, Law Enforcement, Local Agents, Media, Mediators, Mental Health, Process Servers, Professionals, and State Agents.
3 Judge Incidents December 218 Status October 218 November 218 December 218 Incidents Received Incidents Worked Carry Over # of Filings 127,29 15,653 11,15 # of Documents 135,12 112,21 17,351 Average Acknowledgement/Resolution Times Acknowledge Time.4 Days 22 Minutes. Days 2 Minutes Resolution Time.1 Days 53 Minutes.3 Days 15 Minutes.1 Days 5 Minutes.1 Days 53 Minutes Stakeholders: Judges, Judicial Assistants, General Magistrates, and Hearing Officers
4 Pro Se Incidents December 218 Status October 218 November 218 December 218 Incidents Received Incidents Worked Carry Over # of Filings 1,41 8,985 8,754 # of Documents 17,924 16, 15,142 Average Acknowledgement/Resolution Times Acknowledge Time.5 Days 26 Minutes.2 Days 11 Minutes Resolution Time.13 Days 1 Hour 26 Minutes.6 Days 31 Minutes Stakeholders: Pro Se filers and Agent for Pro Se Filer.1 Days 7 Minutes.4 Days 21 Minutes
5 Attorney Incidents December 218 Status October 218 November 218 December 218 Incidents Received 3,294 2,228 1,938 Incidents Worked 3,287 2,215 1,936 Carry Over # of Filings 1,39,357 1,111,412 1,22,893 # of Documents 2,5,887 1,71,778 1,6,499 Average Acknowledgement/Resolution Times Acknowledge Time.6 Days 3 Minutes.2 Days 13 Minutes Resolution Time.19 Days 1 Hour 44 Minutes.7 Days 38 Minutes Stakeholders: Attorneys and their representatives.2 Days 12 Minutes.6 Days 34 Minutes
6 Technical/System Incidents December 218 Status October 218 November 218 December 218 Incidents Received Incidents Worked Carry Over # of Filings 1,431 9,577 9,11 # of Documents 12,545 11,714 11,66 Acknowledge Time Average Acknowledgement/Resolution Times.5 Days 26 Minutes.4 Days 23 Minutes Resolution Time 1. Days 9 Hours Minutes.84 Days 7 Hours 31 Minutes Stakeholders: Clerks of Court and their staff.4 Days 19 Minutes.63 Days 5 Hours 39 Minutes
7 Top Types of Incidents Attorneys Account Set-up Create New Filing Issues E-Service Issues General Question Login Issues Password Reset Payment Assistance Pending Registration Referred to County Self-Represented Litigant/Pro Se Account Set-up Case Look-Up Create New Filing De-Activate Account Docket Question E-Service Issues General Question Login Issue Password Reset Referred To County Password Reset Pending Registration
8 E-Portal Service Desk Initiatives Month/Year Pending Filing Clean-Up Count November , November 216 1,783 November 217 2,218 County Site Visits Month Dixie County February 217 Escambia County May 217 Dixie County May 217 If you d like to schedule an onsite visit or have questions, please feel free to contact the Service Center at (85) or contact me direct at: Gia Howell (85) ghowell@flclerks.com
9 At-A-Glance Statistics The following slides breakdown E-Portal Service Desk Calls, Filings, and Documents by year and month for Customer Service and Technical.
10 County Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , County Accounts Series5 *Highest # of County Accounts 6/15: 126
11 County Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , County Calls *Highest # of County Calls 3/14: 1,51
12 County Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,5 1,35 6, ,99 1,51 6, , , , , , , , , , , , ,1499 8, , , , , , , , , , , , , , , , , , ,577 9,11 County Filings 12, 1, 8, 6, 4, 2, *Highest # of County Filings 1/18
13 County Doc Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Oct Oct Nov Nov Dec Dec ,926 1,35 7, ,952 1,51 7, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,714 11,66 County Docs 14, 12, 1, 8, 6, 4, 2, *Highest # of County Documents 1/18
14 Customer Service Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,243 1,35 2, ,666 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,69 3,236 Customer Service Accounts 4,5 4, 3,5 3, 2,5 2, 1,5 1, *Highest # of CS Accounts 1/18
15 Customer Service Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,852 1,35 2, ,81 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,632 2,376 Customer Service Calls 4,5 4, 3,5 3, 2,5 2, 1,5 1, *Highest # of CS Call 1/14: 4,436
16 Customer Service Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,67,747 1,35 1,14, ,236,627 1,51 1,136, ,135, ,21, ,236, ,236, ,147, ,79, ,138, ,112, ,216, ,2, ,391, ,189, ,342, ,363, ,27, ,413, , ,325, ,24, ,116, ,359, ,257, ,42, ,363, ,435, ,395, ,45, ,59, ,263, ,511, ,285,545 1,197,81 1,6, 1,4, 1,2, 1,, 8, 6, 4, 2, Customer Service Filings *Highest # of CS Filings 1/18
17 Customer Service Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,67,747 1,35 1,14, ,236,627 1,51 1,136, ,135, ,21, ,236, ,236, ,147, ,79, ,138, ,112, ,216, ,2, ,391, ,189, ,342, ,363, ,27, ,413, , ,325, ,24, ,116, ,984, ,836, ,72, ,9, ,13, ,58, ,76, ,173, ,881, ,237, ,92,645 1,83,478 2,5, Customer Service Docs 2,, 1,5, 1,, 5, *Highest # of CS Docs 1/18
18 Judge Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Judge Accounts *Highest # of Judge Accounts 3/15: 129
19 Judge Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Judge Calls *Highest # of Judge Call 1/16: 6
20 Judge Filing Comparison Mon ,632 26,312 33,59 33,443 36,62 44,448 33,59 53,64 53,133 51,17 55,942 52, ,514 66,84 79,43 71,118 83,13 87,54 78,92 1,277 71,783 11,71 88,778 81, ,868 11,141 18,76 111, , , ,53 127,283 12, ,29 15,653 11,15 14, Judge Filings 12, 1, 8, 6, 4, 2, *Highest # of Judge Filings 1/18
21 Judge Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,256 1,35 28, ,639 1,51 36, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,21 17,351 Judge Docs 16, 14, 12, 1, 8, 6, 4, 2, *Highest # of Judge Docs 8/18
22 Pro Se Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,686 1,35 1, ,74 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,44 2,713 Pro Se Accounts 3,5 3, 2,5 2, 1,5 1, *Highest # of Pro Se Accounts 8/18
23 Pro Se Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Pro Se Calls *Highest # of Pro Se Calls 5/17: 679
24 Pro Se Filing Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,82 1,35 4, ,819 1,51 5, , , , , , , , , , , , , , , , , , , ,1 48 7, , , , , , , , , , , ,985 8,754 Pro Se Filings 12, 1, 8, 6, 4, 2, *Highest # of Pro Se Filings 8/18
25 Pro Se Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,625 1,35 9, ,76 1,51 1, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 15,142 Pro Se Docs 2, 18, 16, 14, 12, 1, 8, 6, 4, 2, *Highest # of Pro Se Docs 8/18
26 Attorney Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Attorney Accounts *Highest # of Attorney Accounts 4/14: 1,379
27 Attorney Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,569 1,35 2, ,57 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,228 1,938 Attorney Calls 3,5 3, 2,5 2, 1,5 1, *Highest # of Attorney Calls 1/14: 4,237
28 Attorney Filing Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 216 1,39,295 1,19,155 1,197,218 1,97,53 1,93,824 1,15,84 1,197,233 1,176,75 1,88,793 1,21,632 1,2,93 997, ,83,285 1,68,192 1,233,923 1,48,147 1,181,822 1,197,6 1,65,247 1,241,75 862,559 1,165,854 1,59,28 98, ,186,889 1,94,562 1,226,145 1,183,66 1,249,112 1,23,781 1,215,842 1,299,672 1,92,537 1,39,357 1,111,412 1,22,893 1,4, 214 1, , Attorney Filings 1,2, 1,, 8, 6, 4, 2, *Highest # of Attorney Filings 1/18
29 Attorney Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 216 1,559,87 1,676,775 1,818,431 1,652,473 1,66,899 1,741,987 1,818,524 1,781,116 1,639,454 1,534,35 1,53,8 1,52, ,632,796 1,63,31 1,869,1 1,589,549 1,79,827 1,815,925 1,6,944 1,876,31 1,269,531 1,736,631 1,587,812 1,484, ,784,5 1,648,627 1,869,365 1,81,545 1,916,525 1,838,678 1,858,87 2,18,55 1,684,638 2,5,887 1,71,778 1,6,499 2,5, 214 1, , Attorney Docs 2,, 1,5, 1,, 5, *Highest # of Attorney Docs 8/18
Florida Courts E-Filing Authority Board. Service Desk Report October 2018
Florida Courts E-Filing Authority Board Service Desk Report October 218 Customer Service Incidents October 218 Status August 218 September 218 October 218 Incidents Received 3,157 2,685 3,779 Incidents
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