Home All City Departments Definitions

Municipal Court Approved Amount: $ 0 Approved FTE: 0.00 Department Director: Mary Jane Grubb - Court Clerk Department Website: http://www.austintexas.gov/department/municipal-court Department Phone: 512-974-4800 Performance Measure Information Name: Percent of calls answered within 3 minutes Description: The total number of calls answered by an operator within 3.5 minutes divided by the total number of calls answered by an operator. An operator is defined as a staff member in the Communications Unit assigned to answer calls received on the Court's information line (512-974-4800). This measure is important as long wait times are associated with poor customer service and higher call abandonment rates. A lower percentage for this measure may be indicative an inadequate call center resources. This information allows us to determine personnel, equipment, and training needs. This is also used to shows our ability to efficiently and effectively provide customer service. Type: Result Current Data - Monthly 2021 Target Oct. Nov. Dec. Jan. Feb. Mar. Apr. May June July Aug. Sept. 2021 Actuals 85 95.53 97.04 96.35 96.27 95.38 94.1 93.7 77.42 61.88 82.010 91.07 90.48 89.27 History Data FY 2016 Actual FY 2017 Actual FY 2018 Actual FY 2019 Actual FY 2020 Actual FY 2020 Target FY 2021 Target New Meas. No Data 83.6 93.53 93.94 85 85