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Average Response Time of Cases Submitted to Access Fort Collins

Desired Result: Below Target

Analysis of Performance


The $8.7M of under spending in the Enterprise Fund shows up in several utility funds. Power purchases are under budget by $2.5M. Purchase of vehicles and equipment is under budget to-date in L&P and Water Funds by $0.7M. Spending on supplies is under budget across the utilities by $1.0M. Spending for professional services and consulting is under budget by $2.0M. Vacancy savings across all utilities have resulted in savings of $1.3M. All other expenses are net better by $1.2M.

Metric Definition

Total cases submitted online or via mobile application, including Council Member and City Manager requests (SARs). Average Response Time is the average number of business days from when a case is submitted to when a staff response is sent.

Why Is This Important?

Average response time is a customer service metric that indicates staff responsiveness to citizen and Council questions, comments and service requests. The total number of cases reflects the system use, which is important because the system was implemented to make it more convenient for citizens and Council to contact City staff and know that they will get a response.

City Organization Impact on Performance

High - Result is completely dependent on staff prioritization to respond to cases submitted.

Benchmark Information

Benchmarking in progress "This metric contains benchmark data for cities using the same customer relationship management tool as Fort Collins. Because these cities use an identical product for similar purposes, the City can gather precise, highly comparable data from them. These cities also share demographic similarities.Use the above text when we get the data loaded.