City of Austin Performance Report 2014-15

Percent of Customers Served Within 10 Minutes

Measure Description
This measure reflects the percentage of customers that are served within 10 minutes of arrival at the downtown customer service windows.
Calculation Method
The measure compares the number of customers served at the downtown court in 10 minutes or less divided by the total number of customers served.
FY 2014-15 Results
For FY 2014-15 the established goal was 93%. The actual percentage of customers served within 10 minutes was 92.5%, which was 0.5% below target and 3.5% lower than the FY 2013-14 results.  
Assessment of Results
The percent of customers served within 10 minutes has decreased from 96% in FY 2013-14 to 92.5% in FY 2014-15, a decrease of 3.5%. The reduction was primarily due to challenges in staffing levels early in FY 2014-15 as tenured employees departed and new employees had to be trained while assisting customers.  
A citizen receiving papers from a Municipal Court employee
Next Steps
Due to limitations of the current lobby management system, service times at the substations or courtrooms cannot be tracked. However, Court will continue to look for new technology so that these areas can be included. Court will also continue to explore ways to reduce the amount of time customers spend waiting for in-person service with further analysis of processes and procedures, effective staff scheduling and cross-training opportunities. Court will continue with its goal to provide more enhancements of its online services and reduce the need for customers to appear in person by redesigning its website to be even more user friendly.
Contact Information
For more information contact Mary Jane Grubb, Court Clerk, at (512) 974-4692.