Page 113 - FortWorthFY23AdoptedBudget

General Fund

Summary of Services and Performance Measures

FY21 FY22 FY23
Key Measures Actual Actual Target Desired Level

Customer Care (City Call Center and MyFW Solutions)
Customer Care offers one stop solutions to the residents of the City of Fort Worth. The City Call Center contacted by phone or chat
enters requests for service for multiple departments. 80% of inquiry calls are educated without transferring the caller. MyFW provides
the resident multiple ways to request service. Requests entered through MyFW App, MyFW Text, and MyFW Web are available 24
hours a day, 7 days a week and are directly linked to the City of Fort Worth's multiple work order systems.

Average Time to Answer (secs) 24.5 20.6 30 <30
Calls Answered in 30 Secs (%) 85.6% 87.5% 80% 80%

Call Abandonment Rate (%) 4.0% 3.6% 5% 5%

Quality Assurance by Contracted Vendor (%) 95% 95% 92% 90%
MyFW System Growth 123.0% 150.5% 50% 100%

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