Customer Service Report January 14 to January 27, 2018
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- Jacob Vincent Kelley
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2 Table of Contents Significant Events for the Bi-week... 2 Bi-weekly Statistics... 2 Bi-weekly Top Service Requests by Type Opened... 2 Bi-weekly Top Service Requests by Type Closed... 3 Cumulative Top Unresolved Service Request Types... 4 Board of Supervisor Information... 5 Service Requests by... 5 Top Service Request Opened by (>10 requests)... 6 Average Number of Days to Close a Service Request... 8 Aging of Open Requests... 12
3 Significant Events for the Bi-week The 311 Call Center experienced a slight increase in call volume over the last two weeks due to rain. Bi-weekly Statistics Number of Service request by calls 1,804 Service request by mobile application 391 Other 207 Service requests opened 2,402 Informational calls 1,801 Transferred calls 3,340 Service request closed 2,768 Average days to close service request 30 Bi-weekly Top Service Requests by Type Opened Type Total Waste Management/ Illegal Dumping Missed Service/ Garbage Stray/Roam Abandoned Vehicles/ Inoperable Missed Service/Recycle Total P a g e 2
4 Bi-weekly Top Service Requests by Type Closed Type Total Waste Management /Illegal Dumping Missed Service/Garbage Abandoned Vehicles/ Inoperable Other Transportation/ Roadway Problems/Miscella neous - Other Unknown Maintenance Needs Stray/Roam Waste Management/ Illegal Dumping Total ,088 P a g e 3
5 Cumulative Top Unresolved Service Request Types Type Total Abandoned Vehicles/Inoperable Encroachment Violations/Basketball Hoop / Garbage Cans Other Transportation/Roadw ay Problems/ Miscellaneous - Other Unknown Maintenance Needs Private Property Complaint/Junk/ Rubbish Private Property Complaint/Other Total ,622 P a g e 4
6 Board of Supervisor Information Service Requests by * Count 1 Serna Kennedy Peters 1,058 4 Frost Nottoli 308 Other 6 Total 2,402 * Excludes service requests not identified by P a g e 5
7 Top Service Request Opened by (>10 requests) 1 - Serna Waste Management/Illegal Dumping Abandoned Vehicles/Inoperable 2 - Kennedy Waste Management/Illegal Dumping Stray/Roam Missed Service/Garbage Animal Care/Dead Animal Abandoned Vehicles/Inoperable Missed Service/Recycle Private Property Complaint/Junk/Rubbish Private Property Complaint/Other Investigations/Barking (Dogs Only) Investigations/Negligence/Cruelty Abandoned Vehicles/Dismantled 3 - Peters Missed Service/Garbage Waste Management/Illegal Dumping Missed Service/Recycle Pavement/Pothole/Pothole / Chuckhole Repair Abandoned Vehicles/Inoperable Missed Service/Green Waste Animal Care/Dead Animal Private Property Complaint/Other Stray/Roam Private Property Complaint/Junk/Rubbish Investigations/Barking (Dogs Only) Investigations/Negligence/Cruelty Stray/Injured Regional Parks/Trash and Debris Missed Service/Neighborhood Clean Up (NCU) Owned/Aggressive - Not Happening Now Notify Supervisor/Garbage P a g e 6 Count
8 Private Property Vehicle/Parked on Lawn 11 Street Lights/Street Light Out 11 Building Permits and Inspections (BPI)/Building Permits and Inspection Complaint 11 Other Transportation/Roadway Problems/Miscellaneous - Other Unknown Maintenance Needs Frost Missed Service/Garbage Waste Management/Illegal Dumping Missed Service/Recycle Missed Service/Green Waste Abandoned Vehicles/Inoperable Pavement/Pothole/Pothole / Chuckhole Repair Private Property Complaint/Other Investigations/Barking (Dogs Only) Stray/Roam Animal Care/Dead Animal 5 - Nottoli Waste Management/Illegal Dumping Missed Service/Garbage Stray/Roam Missed Service/Recycle Animal Care/Dead Animal Stray/Confined Unspecified None P a g e 7
9 Average Number of Days to Close a Service Request Request Type Avg Days To Close Assist (On-Scene Only)/Animal Control Agency 0 Assist (On-Scene Only)/Police/Sheriff 0 Animal Care/Assist (On-Scene Only) 0 Animal Care/Rescue 0 Animal Care/Dead Animal 0 Aggregate Dumping/Trash Pick Up/Trash Pick Up (Larger Items) 0 CUBS/Transfer 0 Environmental Compliance/EMD On-Call Hazmat 0 Fleet Management/County Vehicle Complaint Form 0 Investigations/Animal Left in Vehicle 0 Investigations/Bite - Happening Now 0 Investigations/Abandoned Animal 0 Investigations/Tethered 0 Missed Service/Garbage 0 Missed Service/Green Waste 0 Missed Service/Neighborhood Clean Up (NCU) 0 Missed Service/Recycle 0 Notify Supervisor/Garbage 0 Notify Supervisor/Green Waste 0 Notify Supervisor/Recycle 0 Risk Management/County Vehicle Accident Form 0 Shopping Cart/By Vendor 0 Stray/Aggressive - Happening Now 0 Stray/Injured 0 Stray/Sick 0 Stray/Tied 0 Stray/Traffic 0 Stray/Trapped 0 Traffic Sign/Street Name Sign Missing or Down 0 Wild/Aggressive - Happening Now 0 Wild/Injured 0 Wild/Sick 0 Wild/Trapped 0 Wild/Confined 0 Wild/Roam 0 Waste Management/Calendar Request 1 Stray/Roam 1 Pick Up/License/Specimen Pick Up 1 Building Permits and Inspections (BPI)/Fence / Retaining Wall 1 P a g e 8
10 Investigations/Bite - Not Happening Now 2 Waste Management/Missed Sweeper Request 2 Waste Management/Illegal Dumping 3 Tree Complaint/Misc. Tree Calls 3 Business Licenses/Business Operating Without License 3 Owned/Aggressive - Happening Now 3 Regional Parks/Other 3 Owned/Aggressive - Not Happening Now 4 Building Permits and Inspections (BPI)/Building Permits and Inspection Complaint 4 Aggregate Dumping/Trash Pick Up/Debris Dumped in Roadway 5 Investigations/Kennel 5 Investigations/Barking (Dogs Only) 5 Environmental Compliance/Hazardous Conditions 5 Stray/Confined 5 Traffic Investigations/Traffic Safety Related Issues 5 Sweeper Request/Sweeper (Glass/Nails/Spills in Roadway) - Immediate 6 Other Transportation/Roadway Problems/Roadway Hazard Call Out if Potential for Injury or Damage 6 Environmental Compliance/Hazardous Substances 6 Investigations/Negligence/Cruelty 6 Priority Housing/Surfacing Sewage 6 Landscape/Vegetation/Cleaning of Vegetation and Debris from Soundwall 8 Bridge Complaints/Bridge Maintenance, Fence & Guard Rail Repair 9 Ditches/Culverts/Misc. Flooding 9 Ditches/Culverts/Drainage Problem 9 Sacramento County Sheriff/Transfer 9 Traffic Investigations/New Sign Request 9 Tree Complaint/Tree Down Roadway, Tree Limb Broken/Hanging in Roadway, 9 Street Lights/Street Light or Pole Damaged 10 Regional Parks/Illegal Activity 10 Ditches/Culverts/Off Road - Other Unknown Maintenance Needs 10 Ditches/Culverts/Culvert / Pipe Repair or Cleaning 10 Ditches/Culverts/Ditch Cleaning 10 Barricades/Road Flooding 10 Building Permits and Inspections (BPI)/Emergency On-Call Inspector Request 11 Aggregate Dumping/Trash Pick Up/Visual Blight-Trash and Homeless Camp Clean Up 11 P a g e 9
11 Aggregate Dumping/Trash Pick Up/Illegal Dumping 11 Barricades/Needed for Emergency, Barricade-End-Sidewalk End 12 Owned/Nuisance (Dog Only) 13 Stray/Aggressive - Not Happening Now 15 Landscape/Vegetation/Maintenance Request for Oleanders and Other Plants 16 Tree Complaint/Request for Arden Park Ash Tree Removal and Replacement 16 Environmental Health (All Jurisdictions)/Food Facility Complaint 17 Regional Parks/Trash and Debris 17 Street Lights/Street Light Cycling On and Off 17 Environmental Health (All Jurisdictions)/Commercial Noise Complaint 18 Traffic Sign/New Sign Request 19 Regional Parks/Illegal Camp 22 Environmental Health (All Jurisdictions)/Public Pool Complaint 22 Priority Housing/No Hot Water 25 Sub-Standard Housing/Vector Infestation 26 Sub-Standard Housing/Rodent Harborage 29 Street Lights/Group of Street Lights Out 30 Priority Housing/Total Lack of Heat 30 Traffic Investigations/Speeding/New Speed Bumps 31 Traffic Sign/Graffiti 38 Sub-Standard Housing/Plumbing 42 Pavement/Pothole/Sunken Spot on Roadway 43 Landscape/Vegetation/Miscellaneous Vegetation Calls 44 Pavement/Pothole/Pothole / Chuckhole Repair 45 Private Property Complaint/Illegal Signage - Other 48 Private Property Complaint/Other 48 Private Property Complaint/Vacant, Unmaintained - Commercial 48 Sub-Standard Housing/Roof Leak 48 Tree Complaint/Requesting for Tree Removal on County Rightof-Way 48 Sidewalk/Sidewalk Obstruction 49 Private Property Vehicle/Parked on Lawn 49 Hazmat/Hazmat 52 Sidewalk/Request for New Sidewalk (Traffic Investigation) 54 Sub-Standard Housing/Electrical Malfunction 55 Traffic Sign/Missing or Down (Stop, Yield or RR Crossing) - Immediate 58 Graffiti/Sign 60 Abandoned Vehicles/Dismantled 61 P a g e 10
12 Street Lights/Street Light Out 63 Sidewalk/Tree Limb Down Obstructing Bike Lane or Sidewalk 65 Traffic Signal/Traffic Signal Knock Down 66 Road Markings/Request for New Legends or Markings 67 Private Property Vehicle/Non-Operable (Commercial Included) 67 Abandoned Vehicles/Wrecked 67 Abandoned Vehicles/Inoperable 68 Sub-Standard Housing/Other 68 Private Property Vehicle/Occupied Mobile Homes/Trailers 69 Encroachment Violations/Visibility Obstructions (Non-Vegetation) 71 Priority Housing/VOA (Vacant, Open, Accessible) Properties 74 Private Property Complaint/Junk/Rubbish 74 Graffiti/Public Right-of-Way 76 Traffic Signal/Traffic Signal Light Out 77 Traffic Signal/Traffic Signal Misc. Issues 78 Aggregate Dumping/Trash Pick Up/Litter Clean Up (Small Items, Garbage) 79 Improper Lot Size for Animal/10K SQ FT or Smaller - Small Farm Animals 80 Graffiti/Private Property 81 Private Property Complaint/Vacant, Unmaintained - Resident 82 Traffic Signal/Traffic Signal Flashing Red 85 Encroachment Violations/Basketball Hoop / Garbage Cans 86 Occupied Out-Building/Garage/Shed/Other 89 Traffic Signal/Traffic Signal Cycling Problem 91 Encroachment Violations/Other Encroachment Types 95 Ditches/Culverts/Shoulder Erosion / Drop-Off / Repair 95 Sidewalk/Curb, Gutter and Sidewalk Repair 98 Private Property Complaint/Illegal Signage - Mechanical Sign Waivers 101 Traffic Signal/Pedestrian Signal Inoperative 103 Marijuana (If wish to remain anonymous must refer /Cultivation 103 Traffic Signal/Traffic Signal Short Green 104 Street Lights/Street Light Knock Down 105 Traffic Signal/Damaged, Loose or Turned Signal Head 107 Private Property Complaint/Illegal Signage - Balloons 109 Traffic Signal/Traffic Signal Long Red 112 Private Property Vehicle/Other 113 Zoning/Rooster (in Residential Zone) 115 Landscape/Vegetation/Vegetation Obstructing Sidewalks 118 Traffic Signal/Traffic Signal Detection Problem 133 P a g e 11
13 Landscape/Vegetation/Request to Abate a Visibility Obstruction by Vegetation 134 Street Lights/Street Light Miscellaneous Problem 135 Priority Housing/Lack of Utilities (Gas/Water/Elect/Sewer) 139 Encroachment Violations/Signs that Block View or Path 150 Sweeper Request/Landscape/Median Clean Up and Debris Removal 160 Other Transportation/Roadway Problems/Miscellaneous - Other Unknown Maintenance Needs 170 Pavement/Pothole/Pavement - Other Unknown Maintenance Needs 179 Tree Complaint/Tree Trimming Needed Over Roadway, Bike Lane or Sidewalk 215 Aging of Open Requests Days Count <30 1, to to >91 1,337 P a g e 12
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