Executive Summary Per the Board s request, we have added this Executive Summary to the Monthly Dashboard. We ll be including it from now on. It will provide you with a running total of the number of tickets in the categories shown every month. Please feel free to let us know if you would like to see changes in this or any other report shown. We want this report to contain the information you need to help you understand the operation of your one call center. 211 www.iowaonecall.com 1-8-292-8989 1
Ticket volume for December again outpaced historical levels. Even without complete data for January, it is safe to say the ticket volume for 211 exceeded that experienced in 21. 35, 3, 25, 2, Tickets IN ( 28-211) 2,65 15, 1, 5, 11,291 12,223 13,155 28 29 21 211 28 Tickets IN (FEB - 28-211) 29 21 211 6, 5, 4, 3, 2, 1, 6,96 9,577 6,394 8,767 19,156 27,556 29,141 32,195 47,418 52,95 54,898 49,5 52,469 49,189 48,8 53,54 47,929 45,584 44,5 48,375 46,849 45,735 41,359 43,225 44,464 42,65 44,987 53,276 46,342 46,265 46,621 49,1 45,539 44,19 37,41 52,495 32,567 28,623 37,64 38,795 11,291 12,223 13,155 2,65 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 2
Outbound ticket volume follows the pattern of inbound ticket volume. With the coming of winter, activity has dropped considerably. 16, 14, 12, 1, Tickets OUT ( 28-211) 18,987 8, 6, 61,678 65,88 72,666 4, 2, 28 29 21 211 28 Tickets OUT (FEB - 28-211) 29 21 211 3, 25, 2, 15, 1, 5, 39,15 51,543 34,726 54,462 13,865 143,67 15,45 168,851 243,489 266,428 279,118 245,722 269,865 254,757 248,328 273,752 228,548 237,211 237,36 252,153 242,852 237,36 215,141 226,515 231,419 219,864 231,942 272,873 239,739 238,746 241,254 252,24 238,122 228,943 195,275 266,274 168,542 147,689 192,258 197,92 65,88 72,666 61,678 18,987 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 3
Here s an interesting observation: the number of tickets received per call continues to drop. This indicates a significant portion of the increase in ticket volume has come in to the center via ITIC. 14, 12, 1, 8, 6, 4, 2, Calls In ( 28-211) 7,353 7,68 9,222 28 29 21 211 28 Calls In (FEB - 28-211) 29 21 35, 3, 25, 2, 15, 1, 5, 4,877 5,874 4,285 7,55 12,73 15,33 16,616 18,976 28,826 3,752 3,462 29,779 33,17 3,18 27,787 27,568 27,435 28,88 26,927 24,429 28,38 26,845 24,652 2,428 26,113 24,692 26,194 28,568 27,172 26,735 22,843 26,75 211 27,698 25,972 25,689 27,249 16,444 32,567 2,362 7,353 7,68 9,222 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 3
The Average Seconds to Answer is measured from the moment a caller completes any recorded announcements and enters the queue to the moment they are actually answered in the call center. 35 3 25 2 15 1 9 Average Seconds To Answer ASA ( 28-211) 11 14 5 28 29 21 211 225 2 175 15 125 Average Seconds To Answer ASA (FEB - 28-211) 227 183 28 29 21 211 1 75 5 25 7 14 7 2 18 22 64 24 55 3 3 53 3 68 31 24 18 25 29 28 22 29 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV 25.24 28 49 63.24 2.25 26 31 22 22 16 16 27 15 34 29.51 9 11 14 www.iowaonecall.com 1-8-292-8989 4
The Percent Abandoned is a measure of the percentage of all calls that are terminated before they reach a live answer. 6.% 5.% 4.% 3.% 2.% Percent Abandoned ( 28-211) 1.36% 1.%.% 28 29 21 211 Percent All Call Abandoned (FEB - 28-211) 18% 28 16% 14% 1 1% 15% 1% 29 21 211 8% 6% 4% 1.7 1.96% 6% 2.4% 6% 2.46% 2.18% 1.77% 5% 1.28% 1.58% 2.1% 2.1 1.36% % FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 5
The Average Time per Ticket is the amount of time required to complete an average ticket. We have improved on the time per ticket since cutover and expect to keep doing so. The time per ticket in October dropped slightly from that experienced in September. 1: 8: 6: 4: 2: : Average Time per Ticket ( 28-211) 3:27 3:16 4:53 28 29 21 211 28 8. 7. Average Time per Ticket (FEB - 28-211) 6:26 29 21 211 6. 5. 5:27 5:31 5:24 5:16 4:48 4:49 5: 4:56 4:53 4:53 4. 3. 2. 3:4 3:39 3:22 3:44 3:59 3:21 3:46 3:39 3:32 3:42 3:36 3:13 3:39 3:27 3:11 3:33 3:22 3:15 3:29 3:22 3:11 3:34 3:19 3:11 3:41 3:37 3:19 3:31 3:26 3:27 3:16 1.. FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 6
The Average Talk Time is the measurement of the average call duration, excluding any hold time. This measure has continued to decline since the conversion as we have implemented process improvements that have reduced it. For example, we recently changed the way ITIC users who signed up during their call in were registered and reduced the overall time required by 5-1 seconds. This measure should continue to decline as a result of this and other improvements that will be made. 1: 8: 6: 4: 2: : 5:26 Average Talk Time ( 28-211) 5:15 6:48 28 29 21 211 9: 8: 7: 6: 5: 5:3 5:31 5:24 Average Talk Time (FEB - 28-211) 7:19 6:3 6:7 5:56 9:16 6:14 6:17 5:58 8:12 6:2 5:12 5:53 7:15 5:37 5:56 5:49 7:1 5:35 5:52 5:54 7:21 5:45 6: 5:49 6:44 5:48 5:52 6:46 28 29 21 211 5:15 5:5 5:5 6:57 6:7 5:56 6:51 6:48 4: 3: 2: 1: 3:27 3:16 : FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 7
The Ratio of Inbound to Outbound tickets indicates the average number of outbound tickets generated for each inbound ticket. It is worth noting that since April, the delivered ratio has been less than that experienced in the preceding year. 5.5 5.4 5.3 5.2 5.1 5. 4.9 Ratio IN/OUT ( 28-211) 5.5 5.39 5.28 28 29 21 211 28 8. 7. 6. 5. 5.6 5.38 5.43 Ratio IN/OUT (FEB - NOV 28-211) 6.21 5.4 5.21 5.2 5.24 5.13 5.3 5.8 5.1 5.14 5.18 5.17 5.11 5.2 5.2 5.2 5.19 5.18 5.2 5.2 5.15 5.2 5.2 5.2 5.12 5.2 5.16 5.2 5.14 29 21 211 5.2 5.2 5.2 5.7 5.2 5.2 5.8 5.5 5.39 5.28 4. 3. 2. 1.. FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 8
Design Request System (DRS) Activity shows the total number of Design Information Requests (DIRs) and Design Locate Requests (DLRs) placed in a given month. Activity in both areas has grown since the system was activated. DRS Activity (FEB - 211) 18 16 14 12 135 177 149 149 179 123 152 149 141 134 1 Total DIRs 11 8 6 4 Total DLRs 43 28 42 75 47 41 59 67 51 2 21 - FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV www.iowaonecall.com 1-8-292-8989 9
In the charts on this page, we have provided a breakdown showing the time of day and location where incoming tickets were received. The pie chart breaks the number of after-hours tickets received into the percentage of those received by phone and ITIC. After Hours Analysis - December 66% Voice Tickets 34% ITIC Tickets Time of Receipt Analysis (FEB - 211) 45, 4, 35, 3, 25, 2, 27,248 4,83 44,275 4,625 35,83 44,881 41,631 44,152 31,843 2,65 15, 1, 5, 7,418 5 1,349 64 4,883 8,175 1 9,265-7,75-7,422 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV - 8,395-7,37 4 8,343 6,952 - - 2,252 www.iowaonecall.com 1-8-292-8989 1
Non-compliant tickets are non-emergency tickets for which the center receives less than the required amount of notice. Emergency tickets are processed by the center when an excavator indicates their work conforms with the legal definition of an emergency. 4 35 3 25 2 15 Non-Compliant Tickets ( 28-211) 32.29% 14 NUMBER PERCENTAGE.4%.35%..25%..15% 1.11% 9.1% 5.4% 28 29 21 211.5%.% Emergency Tickets ( 28-211) 1,4 1,2 1, 8 6 4 2 1,214 996 1.75% 8.15% NUMBER PERCENTAGE 1,93 5. 28 29 21 211 14.% 12.% 1.% 8.% 6.% 4.% 2.%.% www.iowaonecall.com 1-8-292-8989 11
When a caller indicates that the excavation area has been marked with white stakes or paint, the ticket is said to be white lined. The bottom chart depicts the number and percentage of tickets the center has received which include GPS coordinates. 8, 7, 6, 5, 4, 3, 2, 1, White-lined Tickets ( 28-211) 17.97% 2,196 NUMBER PERCENTAGE 21.14% 2,781 5,952 28.89% 29 21 211 25% 15% 1% 5% % 4,5 4, 3,5 3, Tickets with GPS Coordinates ( 28-211) NUMBER PERCENTAGE 2,5 2, 1,5 1, 5 9.% 6.% 686 694 1.% 2,6 28 29 21 211 12.% 1.% 8.% 6.% 4.% 2.%.% www.iowaonecall.com 1-8-292-8989 12
The top chart shows the number and percentage of tickets the center receives in which the excavator indicates a buried line has been struck. The bottom chart details the number and overall percentage of tickets that originate with homeowners. 3 25 2 15 1 5 Dig-In Tickets ( 28-211) 1.28% 144 NUMBER PERCENTAGE 1.4% 127 194.94% 1.4% 1. 1.%.8%.6%.4%. 28 29 21 211.% 9 8 7 6 5 4 3 2 1 Homeowner Tickets ( 28-211) 769 4.16% 3.7 2.98% 59 337 NUMBER PERCENTAGE 28 29 21 211 4.5% 4.% 3.5% 3.% 2.5% 2.% 1.5% 1.%.5% % www.iowaonecall.com 1-8-292-8989 13
The center took nearly 4% of its tickets via ITIC in December. We think this is a good indicator that the center is well on its well to meeting the Board s goal of receiving 5% of the Center s ticket volume by the end of 212. Year To Date Itic Usage 67% Phone - In Total 3 ITIC Total 4.% Itic Percentage (FEB - 211) 35.% 3.% 33.14% 29.4 29.6 29.2 31.7 35.1% 34.85% 35.9 37.4% 39.67% 25.% 2.% 16.1 15.% 1.% 5.% FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV 7, 6, 5, 4, 3, 2, 1, 1,413 7,354 Itic Activity (FEB - 211) Phone - In Total ITIC Total 9,474 22,721 14,521 34,484 15,647 37,893 15,344 33,31 14,364 28,983 FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV 18,7 34,576 17,75 31,926 18,858 33,637 14,37 24,425 8,174 12,431 www.iowaonecall.com 1-8-292-8989 14