311 Call Centre Performance: Rating Service Levels

 

 
The City of Toronto gets an A- to A rating in terms of its residents' level of demand for services throughout a typical 12-month calendar year. That's the conclusion of a time series data analysis using the TIME SERIES Outlier and Anomaly Detection Template of Toronto 311 Service Requests - Customer Initiated datafiles between 2010 and 2022, inclusive.

The time series segmentation analysis involved summarizing over 4,735,000 records of Toronto 311 call centre data according to the Average Number of Service Requests per Month within each of the 708 Service Request Types that the Toronto 311 Call Centre has handled over the past 13 years. These requests range from resident complaints about neighbourhood noise, potholes, wild animals, and garbage pick-up.

Once summarized, a time series algorithm using the above-mentioned TIME SERIES Outlier and Anomaly Detection Template was applied to the Toronto 311 call centre data. It analyzed the Average Number of Service Requests per Month for each Service Request Type and assigned a Letter Grade (based on a 12-point grading scale used by universities) ranging from A+ to F. You can Download a FREE SAMPLE OUTPUT from the TIME SERIES Outlier and Anomaly Detection Template without the Letter Grade system that was run on a sample over two-years of Winnipeg 311 - Customer Initiated data.

A rating of A+ indicates the level of Toronto resident demand for a Service Request Type in a given year remains stable, and consistently low. Service Request Types assigned a rating of F are those for which resident demand is consistently, unusually high throughout the year. "Unusually high" is a measure based on the theory of the box & whisker plot graph that uses a statistical formula to find outliers and anomalies in datasets.

Almost 9% of Service Request Types analyzed by the algorithm received a Letter Grade rating of between B+ and D-. These ratings indicate Service Request Types for which resident demand is unusually high in anywhere between 3-11 months of a typical 12-month calendar year.

For example, the Service Request Type Residential: Recycle Bin: Exchange to Medium received a rating of C+. The algorithm found that 6 out of the 12 months of the calendar year, resident demand as measured by calls to the Toronto 311 Call Centre over the past 13 years is unusually high.