Percentage of streets-related customer requests addressed within timeliness standards

Tuesday, October 1, 2024


Value	Accountability: Responsible stewardship of public funds through efficient provision of projects and services that meet the needs of the public.
Metric	Percentage of streets-related customer requests addressed within timeliness standards
Purpose	Gives us a response time to work requests, monitoring response times, ways to improve and adjust. Improves coordination between units to address concerns and work requests.
Definition	The percentage of street-related customer requests addressed within timeliness standards is determined by the number of cases closed within timeliness standards by the total cases closed and is reported system-wide.
Methodology	sum ([number of cases closed within timeliness standards]) ÷ sum ([total cases closed])
Target	Address 90% of Color Curb Requests within 30 days, 92% of Hazardous Traffic Signal Reports within 2 hours, 100% of Hazardous Traffic Sign Reports within 24 hours, and 90% of Parking Meter Malfunction Reports within 48 hours.
Reporting Frequency	Monthly/ Quarterly
Contact	For questions, comments, and accessibility issues, please contact the Performance Team at performance@sfmta.com.
Notes	N/A