City of Austin Performance Report 2015-16

Percent of Customers Served within 10 Minutes-Downtown Location 

Measure Description
Percent of customers served within 10 minutes is the average amount of time a customer waits to be served at the Municipal Court. The customer wait period begins when a ticket is pulled from the lobby management system (NEMO) until the customer is called to a Customer Service window. All customers are required to pull a ticket prior to being served with the exception of customers appearing at Court for a scheduled court appearance and customers referred to a customer service window from a walk-in docket.
Calculation Method
Percent of customers seen within 10 minutes is provided by NEMO NQS Statistics/Global Statistics. The parameters for the query are set for the 1st of the month to the last day of the month between the hours of 7:00am and 10:00pm. This query provides 'Objective waiting time %'. NEMO is programmed to divide the number of customers served in 10 minutes or less with the total number of customers served at the Court's downtown location.
FY 2015-16 Results
In FY 2015-16, 96.5% of customers were served within 10 minutes, which exceeded the target by 3.5%.
Assessment of Results
The percent of customers served within 10 minutes has improved 4.0% from the previous fiscal year. One of the reasons the wait time has decreased, is more customers are using on-line services for their Municipal Court needs. As a result, there is decreased demand for service in-person and an increased demand for services via email. To reallocate resources, the Municipal Court has moved two positions to the Communications Unit.
Next Steps
Due to limitations of the current lobby management system, service times at the substations or courtrooms cannot be tracked. To address this problem, the Court will continue to seek resources to acquire a new lobby management system. A new and efficient lobby management system is needed to ensure customers are served expeditiously and reduce service time at court. Upgrades and maintenance for the case management system and the replacement of the court’s lobby management system will be ongoing. The Court’s overarching goal is to provide more online services and reduce the need for customers to appear in person.
Contact Information
For more information contact Mary Jane Grubb, Court Clerk, at (512) 974-4692.