City of Austin Performance Report 2015-16

Average Number of Days From When Code Compliance 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 assigned to inspectors in the code enforcement database and the date an inspector responded divided by the total number of cases responded to during the reporting period. Complaints are initially received through Austin 3-1-1.
FY 2015-16 Results
In FY 2015-16, the average case inspector response time was 3.93 days, which did not meet the goal of 3.0 days.
Assessment of Results
The number of complaints received increased by 12% in FY 2015-16 from 22,310 complaints received in FY 2014-15 to 24,975 complaints received in FY 2015-16. The average number of days from when complaints are assigned to inspectors until first response increased from 3.1 days in FY 2014-15 to 3.93 days in FY 2015-16. The increased number of complaints received impacted the average caseload of case inspectors, ultimately impacting the average response time.
Next Steps
Austin Code Department will continue to assess options and opportunities to improve in response time. In FY 2016-17, the department will track and analyze the caseload distribution to see the impact on response time of case inspectors.
Contact Information
For more information contact Paul Tomasovic, Assistant Director, at (512) 974-1952.