KPI Civic Engagement & Transparency

311 Customer Service • Public Records & Open Data • Public Meetings & Engagement — green theme • light/dark

311 Customer Service5 KPIs
SLA Compliance (By Priority) %
Requests closed within service‑level target by priority/class.
Formula
requests_closed_within_SLA / requests_closed × 100
Target
≥ 90% overall; critical classes ≥ 95%.
Time to Close P90 hours
Hours from request intake to closure (by category/priority).
Formula
P90(close_time − intake_time) (hours)
Target
Tie to SLA by class; reduce P90 YoY.
First Contact Resolution %
Requests resolved without hand‑off or follow‑up work order.
Formula
resolved_first_contact / total_requests × 100
Target
≥ 70–80% (optimize knowledge base).
Reopen Rate %
Closed requests reopened by resident within 14–30 days.
Formula
reopened_within_window / requests_closed × 100
Target
< 5% (drill down by agency/contractor).
Digital Channel Adoption %
Share of requests submitted via web/app/chat vs phone/counter.
Formula
digital_requests / total_requests × 100
Target
≥ 75–85% (improve UX & language access).
Public Records & Open Data5 KPIs
Records Responses On‑Time %
Public records fulfilled within statutory/policy deadline.
Formula
records_within_deadline / records_closed × 100
Target
100% (track extensions by legal basis).
Fulfillment Time Median & P90 days
Days from complete request to delivery/closure.
Formula
Median/P90(closure_date − complete_request_date)
Target
Shorten YoY; publish category‑based SLAs.
Backlog > 30 Days cases
Open records requests older than 30 days.
Formula
count(open_requests where age_days > 30)
Target
Trend to zero; weekly burn‑down.
Datasets Updated On‑Schedule %
Open datasets updated according to published refresh cadence.
Formula
datasets_updated_on_time / datasets_due_update × 100
Target
≥ 95–100% (automate pipelines).
Open Data Utilization per 1k residents
Monthly API calls/downloads normalized by population.
Formula
(api_calls + downloads) / (population / 1,000)
Target
Grow ≥ +10% YoY; highlight top datasets.
Public Meetings & Engagement5 KPIs
Agenda Publication On‑Time %
Agendas posted ≥ required notice window (e.g., ≥ 72 hours) before meeting.
Formula
agendas_posted_on_time / meetings_scheduled × 100
Target
100% compliance (by statute/policy).
Minutes Publication Time P90 days
Days from meeting date to minutes posted/approved (board/commission).
Formula
P90(minutes_posted_date − meeting_date)
Target
≤ 7–14 days (committee rules may vary).
Participation Rate per 10k
In‑person + virtual attendees per 10,000 residents (by topic).
Formula
attendees_total / (population / 10,000)
Target
Increase ≥ +10% YoY; align with outreach plan.
Geographic Coverage of Participation %
Neighborhoods/zip codes represented among participants.
Formula
neighborhoods_with_participants / total_neighborhoods × 100
Target
≥ 80–90% coverage; prioritize equity tracts.
Livestream Availability (Accessibility) %
Scheduled meeting time with accessible livestream available (captioning/archiving).
Formula
uptime_hours_accessible / scheduled_stream_hours × 100
Target
≥ 99% uptime; ADA/WCAG compliance.

Notes: P90 = 90th percentile (fractile). Targets are suggested starting points; align with state public records laws, city open data policy, and public meeting notice requirements. Reference frameworks: ICMI/311 best practices, Open Data portals (Socrata/CKAN) SLAs, ADA/WCAG accessibility guidance, city clerk policies.