Metric migration / CS-01
CS-01 311 requests closed within service level
Owner: Citizen Services (311). Unit: %. Reconciliation tolerance: 0.1. Target: 90.0 (higher is better).
Written definition
- Source
- Citizen Services 311 CRM (service requests)
- Calculation
- Requests closed in the month whose time from creation to closure was at or under the service level hours for the request type, divided by all requests closed in the month, times 100.
- Inclusions
- All request types and channels.
- Exclusions
- Requests still open at month end; requests closed as duplicates are counted as closed.
- 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
- 311 requests closed within service level
- Note
- Requests closed in the month whose time from creation to closure was at or under the service level hours for the request type
- Script
perf_cs_01.sql
CDR value against PerfDB
Calculation as run by the CDR
select date_trunc('month', closed_at)::date as month, 100.0 * avg(case when extract(epoch from closed_at - created_at) / 3600 <= sla_hours then 1 else 0 end) 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 | 85.4 | 85.383 | -0.017 | Within tolerance |
| Nov 2025 | 83.7 | 83.738 | 0.038 | Within tolerance |
| Dec 2025 | 82.8 | 82.768 | -0.032 | Within tolerance |
| Jan 2026 | 83.4 | 83.433 | 0.033 | Within tolerance |
| Feb 2026 | 85.2 | 85.215 | 0.015 | Within tolerance |
| Mar 2026 | 84.3 | 84.263 | -0.037 | Within tolerance |
| Apr 2026 | 82.9 | 82.886 | -0.014 | Within tolerance |
| May 2026 | 84.8 | 84.767 | -0.033 | Within tolerance |
| Jun 2026 | 84.2 | 84.208 | 0.008 | Within tolerance |
| Jul 2026 | 85.2 | 85.227 | 0.027 | Within tolerance |
| Aug 2026 | 84.4 | 84.393 | -0.007 | Within tolerance |
| Sep 2026 | 83.8 | 83.820 | 0.020 | Within tolerance |
| Oct 2026 | 84.8 | 84.764 | -0.036 | 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.