| Average service time to the public at the cashier window is <= 3 minutes at PSB location.MC-Municipal Court |
Measure Definition & Importance |
An attribute of excellent service delivery is the responsiveness of service. Service satisfaction correlates with low wait times. Citizens want to see that all employees are actively working. Every employee should act with a sense of urgency to service customers. Measuring the average service time at the cashier window will allow the court to identify service delays at the counter. It will also us to manage staff performance and influence customer satisfaction levels.
Analysis | |
Average service time to the public at the cashier window is <=5 minutes |
Service Areas |
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MC.1.2 Financial Management
MC-Municipal Court
Attachments |
Measure Data | Last Calculated 5 months ago |
| Period | | Status | Average Service Time | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|
| Oct-18 | | Monitoring/No Info | 5.00 | 7.00 | ||
| Nov-18 | | Monitoring/No Info | 5.00 | 7.00 | ||
| Dec-18 |  | On Target | 2:41min | 5.00 | 7.00 | |
| Jan-19 | | On Target | 3:96min | 5.00 | 7.00 | |
| Feb-19 | | On Target | 4:99min | 5.00 | 7.00 | |
| Mar-19 | | On Target | 4:36min | 5.00 | 7.00 | |
| Apr-19 | | On Target | 4:15min | 5.00 | 7.00 | |
| May-19 | | On Target | 4:25min | 5.00 | 7.00 | |
| Jun-19 | | On Target | 4:02min | 5.00 | 7.00 | |
| Jul-19 | | On Target | 4:36min | 5.00 | 7.00 | |
| Aug-19 | | On Target | 4:44min | 5.00 | 7.00 | |
| Sep-19 | | On Target | 4:60min | 5.00 | 7.00 | |
| Oct-19 | | On Target | 4:64min | 5.00 | 7.00 | |
| Nov-19 | | On Target | 4:63min | 5.00 | 7.00 | |
| Dec-19 | | On Target | 3:98min | 5.00 | 7.00 | |
| Jan-20 | | On Target | 4:01min | 5.00 | 7.00 | |
| Feb-20 | | On Target | 3:89min | 5.00 | 7.00 | |
| Mar-20 | | On Target | 3:30min | 5.00 | 7.00 | |
| Apr-20 | | On Target | 0:00min | 5.00 | 7.00 | |
| May-20 | | On Target | 0:00min | 5.00 | 7.00 | |
| Jun-20 |  | Lagging | 5:43min | 5.00 | 7.00 | |
| Jul-20 |  | Insufficient Progress | 7:35min | 5.00 | 7.00 | |
| Aug-20 | | Lagging | 6:25min | 5.00 | 7.00 | |
| Sep-20 | | Lagging | 6:87min | 5.00 | 7.00 | |
| Oct-20 | | Lagging | 6:39min | 5.00 | 7.00 | |
| Nov-20 | | Lagging | 6:92min | 5.00 | 7.00 | |
| Dec-20 | | Lagging | 6:50min | 5.00 | 7.00 | |
| Jan-21 | | Lagging | 6:46min | 5.00 | 7.00 | |
| Feb-21 | | Lagging | 7:00min | 5.00 | 7.00 | |
| Mar-21 | | Lagging | 6:91min | 5.00 | 7.00 | |
| Apr-21 | | Lagging | 6:90min | 5.00 | 7.00 | |
| May-21 | | Monitoring/No Info | 6:57min | 5.00 | 7.00 | |
| Jun-21 | | Monitoring/No Info | ||||
| Jul-21 | | Monitoring/No Info | ||||
| Aug-21 | | Monitoring/No Info | ||||
| Sep-21 | | Not Defined | ||||
| Oct-21 | | Monitoring/No Info | ||||
| Nov-21 | | Monitoring/No Info | ||||
| Dec-21 | | Monitoring/No Info | ||||
| Jan-22 | | Not Defined | ||||
| Feb-22 | | Not Defined | ||||
| Mar-22 | | Not Defined | ||||
| Apr-22 | | Not Defined | ||||
| May-22 | | Not Defined | ||||
| Jun-22 | | Not Defined | ||||
| Jul-22 | | Not Defined | ||||
| Aug-22 | | Not Defined | ||||
| Sep-22 | | Not Defined |
Data Source Details & Calculation Information |
Court uses a web based queue management system which provides reports on service times at the cashier windows. The report is located using url: https://merchant.qless.com/qless/reports/serviceDuration/byQueue/. Select Service duration by queue and adjust start and end dates for the month to be reported. Change granularity to daily, select the table tab and click the export to CSV link. Under the cashiers service times average the daily results.
Transaction completion time - Summons time = service time. Sum of service times/number of transactions= average service time per clerk. Average service time per clerk/total transactions = queue service duration
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Performance Liaison |
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Measure ID |
Administrator Notes |