CS-02 Median hours to close 311 requests

Owner: Citizen Services (311). Unit: hours. Reconciliation tolerance: 0.1. Target: 36.0 (lower is better).

Written definition

Source: Citizen Services 311 CRM (service requests)
Calculation: Median of hours from creation to closure for requests closed in the month.
Inclusions: All request types and channels.
Exclusions: Requests still open at month end.
Time frame: Calendar month of closure, Central time.
Definition status: Accepted Office of Data and Innovation, 11/05/2026

As held in the legacy performance database (PerfDB)

Name: Median hours to close 311 requests
Note: Median of hours from creation to closure for requests closed in the month.
Script: perf_cs_02.sql

CDR value against PerfDB

Calculation as run by the CDR

select date_trunc('month', closed_at)::date as month, percentile_cont(0.5) within group (order by extract(epoch from closed_at - created_at) / 3600) as value from curated.fact_service_request where closed_at is not null group by 1

Reproduce now from the curated layer Runs the SQL above against the current curated tables, read only.

Monthly reconciliation, latest run

Month	PerfDB	CDR	Difference	Result
Oct 2025	32.4	32.424	0.024	Within tolerance
Nov 2025	33.7	33.657	-0.043	Within tolerance
Dec 2025	35.6	35.626	0.026	Within tolerance
Jan 2026	34.8	34.831	0.031	Within tolerance
Feb 2026	33.1	33.103	0.003	Within tolerance
Mar 2026	34.5	34.495	-0.005	Within tolerance
Apr 2026	33.4	33.445	0.045	Within tolerance
May 2026	33.7	33.702	0.002	Within tolerance
Jun 2026	33.9	33.915	0.015	Within tolerance
Jul 2026	33.4	33.430	0.030	Within tolerance
Aug 2026	34.3	34.274	-0.026	Within tolerance
Sep 2026	33.4	33.351	-0.049	Within tolerance
Oct 2026	33.6	33.555	-0.045	Within tolerance

Reconciliation history

Run	Result	Months
L-20261101-0100	Within tolerance	13
R-20261102-0200	Within tolerance	13
R-20261103-0200	Within tolerance	13
R-20261104-0200	Within tolerance	13
R-20261105-0200	Within tolerance	13
R-20261106-0200	Within tolerance	13
R-20261107-0200	Within tolerance	13
R-20261108-0200	Within tolerance	13
R-20261109-0200	Within tolerance	13
R-20261110-0200	Within tolerance	13
R-20261111-0200	Within tolerance	13

Data as of run R-20261111-0200, finished 11/11/2026 02:13 Central. Curated layer: curated schema.