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Measure Overview

# Performance Measure Strategic Plan Goal Business Strategy

Completion rate to customer inquiry within 3 business days (%)

Government Accountability Increased Efficiency

Why is this measure important?

Provide good customer service and respond efficiently, electronic Notice of Value (NOV) and Chat Bot allow easy and efficient communication.

Where does the data come from?


How is the measure calculated?

Number of inquiries responded to within timeframe divided by total inquiries

Who to contact if you have questions?

Gloria Lopez; Clyde Ward

Additional Information

This measure includes phone calls, emails, and drop-ins but is heavily weighted upon emails due to high volume (98% of all inquiries). Average about 82-90 emails a day in tax appraisal season. Majority of responses are given with in 1 business day. The Chat Bot is a new customer service function on the web page which allows constituents to ask common questions. New questions and answers are updated based on commonly asked questions. 


FY19 Target


% completion rate

FY20 Target


% completion rate 

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