Florida Courts E-Filing Authority Board. Service Desk Report October 2018
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1 Florida Courts E-Filing Authority Board Service Desk Report October 218
2 Customer Service Incidents October 218 Status August 218 September 218 October 218 Incidents Received 3,157 2,685 3,779 Incidents Worked 3,147 2,656 3,77 Carry Over # of Filings 1,59,926 1,263,367 1,511,178 # of Documents 2,173,444 1,881,521 2,237,77 Average Acknowledgement/Resolution Times Acknowledge Time.1 Days 6 Minutes.2 Days 1 Minutes.6 Days 3 Minutes Resolution Time.5 Days 25 Minutes.7 Days 36 Minutes.19 Days 1 Hour 41 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 October 218 Status August 218 September 218 October 218 Incidents Received Incidents Worked Carry Over # of Filings 127,283 12, ,29 # of Documents 135,568 19,23 135,12 Acknowledge Time Resolution Time Average Acknowledgement/Resolution Times.1 Days.2 Days 3 Minutes 9 Minutes.3 Days 14 Minutes.2 Days 13 Minutes.4 Days 22 Minutes.1 Days 53 Minutes Stakeholders: Judges, Judicial Assistants, General Magistrates, and Hearing Officers
4 Pro Se Incidents October 218 Status August 218 September 218 October 218 Incidents Received Incidents Worked Carry Over # of Filings 1,379 8,965 1,41 # of Documents 18,257 15,411 17,924 Average Acknowledgement/Resolution Times Acknowledge Time.1 Days 5 Minutes.1 Days 6 Minutes.5 Days 26 Minutes Resolution Time.5 Days 25 Minutes.5 Days 26 Minutes Stakeholders: Pro Se filers and Agent for Pro Se Filer.13 Days 1 Hour 12 Minutes
5 Attorney Incidents October 218 Status August 218 September 218 October 218 Incidents Received 2,68 2,331 3,294 Incidents Worked 2,674 2,35 3,287 Carry Over # of Filings 1,299,672 1,92,537 1,39,357 # of Documents 2,18,55 1,684,638 2,5,887 Average Acknowledgement/Resolution Times Acknowledge Time.1 Days 6 Minutes.2 Days 1 Minutes.6 Days 3 Minutes Resolution Time.5 Days 25 Minutes.7 Days 36 Minutes Stakeholders: Attorneys and their representatives.19 Days 1 Hour 44 Minutes
6 Technical/System Incidents October 218 Status August 218 September 218 October 218 Incidents Received Incidents Worked Carry Over # of Filings 1,77 8,428 1,431 # of Documents 12,388 1,317 12,545 Acknowledge Time Average Acknowledgement/Resolution Times.3 Days 14 Minutes.4 Days 23 Minutes Resolution Time.23 Days 2 Hours 4 Minutes 2. Days 2 Days 2 Minutes Stakeholders: Clerks of Court and their staff.5 Days 26 Minutes 1. Days 9 Hours Minutes
7 Top Types of Incidents Attorneys Case Look-Up Create New Filing Issues E-Service Issue Filing in Correction Queue General Question Login Issues Password Reset Pending Registration Referred to County Self-Represented Litigant/Pro Se Account Set-up Case Look-Up Create New Filing De-Activate Account Issues E-Service Issue General Question Login Issues 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 *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, , , , , , , , , , , , , , , , , , 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , Customer Service Accounts 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5 *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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , Customer Service Calls 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5 *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, ,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, ,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 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , Pro Se Accounts 3,5 3, 2,5 2, 1,5 1, 5 *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, , , , , , , , , , , 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 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, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , Attorney Calls 3,5 3, 2,5 2, 1,5 1, 5 *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 1,4, 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 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 December 2018
Florida Courts E-Filing Authority Board Service Desk Report December 218 Customer Service Incidents December 218 Status October 218 November 218 December 218 Incidents Received 3,779 2,632 2,376 Incidents
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