DSS Public Dashboard March 2019 DSS Public Dashboard

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DSS Public Dashboard March 2019

DSS Public Dashboard March 2019

DSS Public Dashboard – March 2019 Client Information Line: November 18 - February 2019

DSS Public Dashboard – March 2019 Client Information Line: November 18 - February 2019 Total Calls 200, 000 • Calls placed to the Benefits Center across all DSS programs, including medical, SNAP (Food Stamps), cash assistance 100, 000 0 Total Calls to the IVR (24 hour period) Total Calls to the IVR (Business hours) Total Calls Resolved by the IVR Total Calls Transferred to the BC Total Calls Answered in the BC Calls Abandoned in BC Queue After Threshold Interviews Conducted Nov-18 92, 787 76, 237 33, 341 42, 898 * 36, 329 * 6, 341 * 10, 830 Dec-18 133, 537 116, 867 53, 559 63, 307 41, 250 21, 461 13, 004 Jan-19 109, 915 75, 682 32, 488 57, 208 33, 708 22, 805 10, 824 * * Feb-19 121, 293 104, 173 45, 895 58, 455 35, 876 21, 992 11, 479 Note: Calls abandoned after threshold exclude calls abandoned with in first 20 seconds (i. e. less than 20 seconds)No Note: calls abandoned after threshold exclude calls abandoned with in the first 20 seconds (i. e. , less than 20 (seconds) Data as of February 28, 2019

DSS Public Dashboard – March 2019 Benefits Center Calls Answered 50, 000 41, 250

DSS Public Dashboard – March 2019 Benefits Center Calls Answered 50, 000 41, 250 40, 000 35, 876 33, 708 36, 329 * * • Calls answered by worker across all DSS programs, including medical, SNAP (Food Stamps), cash assistance * 30, 000 20, 000 10, 000 0 Nov-18 Dec-18 Jan-19 Feb-19 Telephone Interviews Conducted 20, 000 15, 000 • Calls answered to conduct a requested phone interview 13, 004 11, 479 * 10, 824 10, 830 10, 000 5, 000 0 Nov-18 Data as of February 28, 2019 Dec-18 Jan-19 Feb-19 4

DSS Public Dashboard – March 2019 Number and Percentage of Abandoned Calls 120, 000

DSS Public Dashboard – March 2019 Number and Percentage of Abandoned Calls 120, 000 100, 000 80, 000 58, 455 60, 000 57, 208 63, 307 * 42, 898 • Calls that entered the queue to speak to a worker but caller disconnected before worker responded (excluding calls abandoned within first 20 seconds) 40, 000 20, 000 34% 15% 0 Nov-18 Dec-18 38% 40% Jan-19 Calls Abandoned in BCTitle Queue After Threshold Axis Total Incoming Calls to the Benefits Center % of Calls Abandoned after Threshold Feb-19 Average Wait Time Before Abandon 50 Minutes 40 • From the abandoned calls, the average wait time from when the caller entered the queue to speak to a worker until caller hung up before a worker responded 30 20 14 16 14 10 6 0 Nov-18 Data as of February 28, 2019 Dec-18 Jan-19 Feb-19 5

DSS Public Dashboard – March 2019 Benefits Center Average Wait Time (in minutes) -

DSS Public Dashboard – March 2019 Benefits Center Average Wait Time (in minutes) - February 18 - February 19 120 107 106 105 96 100 85 77 Minutes 80 66 60 50 45 40 35 32 28 20 9 Data as of February 28, 2019 9 b 1 Fe 19 n. Ja 8 -1 ec D ov -1 8 N O ct -1 8 18 Se p- A ug -1 8 8 l-1 Ju 8 Ju n 1 18 M -1 pr A ay - 8 8 -1 M ar Fe b- 18 0 6

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