City of Austin Performance Report 2014-15

Average Number of Days from when Austin Code Complaints are First Assigned to Inspectors Until First Response

Measure Description
This measure tracks the average number of days from when all Austin Code Department (ACD) complaints are first assigned to an inspector until the inspector’s first response to review the complaint. This measure is important because it reflects ACD’s responsiveness to public complaints and is an indicator of whether current staffing levels are adequate to meet the needs of the growing community.
Calculation Method
This measure is calculated by taking the total number of days between the date complaints are received by 3-1-1 and the date an inspector responded divided by the total number of cases responded to during the reporting period.
FY 2014-15 Results
The actual average response was an average of 3.1 days, which exceeded the goal of 3.5 days. The actual still fell short of the long term goal of 2.0 days.
Assessment of Results
The response time has improved from FY 2013-14 due to reorganization, case transfers, training, and new staff. The department is still striving to achieve the long term goal of an average response time of 2.0 days. ACD made several reassignments of officers to improve the caseload distribution. In addition, process improvements were implemented to the 3-1-1 system that directly reduced the time from when complaints were received to when they are first assigned to inspectors, which improved the outcome of this measure in FY 2014-15.
Next Steps
ACD will continue to assess options and opportunities to address needed resources and personnel to respond to cases within two days, a target among other benchmarked communities. In addition, there will be continued focus on implementing technology improvements that will significantly reduce the time from when complaints are initially received by 3-1-1 to assignment within AMANDA, the case management system.
Contact Information
For more information contact Don Birkner, Assistant Director, ACD (512) 974-1952.