| Description: |
The percent of customers served within 10 minutes represents the average amount a time a customer being served at a Customer Service window waits to be served.
Waits to be served is defined as the amount of time a customer waits, after pulling a ticket from the lobby management system (NEMO), to be called to a Customer Service window.
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, all customers are required to pull a ticket prior to being served.
The Court's legacy lobby management system kiosk (NEMO) is only available to the downtown location. Newer systems provide functionality to assess total wait time which includes the average amount of time from pulling a ticket to complete a customer service transaction. That functionality is not available to the
current system.
Once a new lobby system is implemented, we expect queueing service to be available to all three
locations. WE would also expect enhanced reporting functionality to be available as it relates to this measure. |
