Performance Measure
Agency
Measure Name
Percentage of calls answered before the caller disconnects.
Measure Last Modified
Sep 22 2014 04:50
Measure Last Published
Feb 08 2015 11:43
Measure Status
Active
Data Source and Calculation
The number of calls handled by customer service divided by the number of calls customer service receives, multiplied by 100 to obtain a percentage. Though the Department has previously managed to regularly exceed its 87% target, with a lower staffing level and a higher reliance on wage staff, and with upcoming debit card initiatives and electronic filing mandates expected to increase call volumes dramatically, the agency has decided to make its goal to maintain its target rather than increase it.
Measure ID16173217.001.001
Measure ClassAgency Key
Measure TypeOutcome
Year TypeState FY
Preferred TrendStable
FrequencyQuarterly
Cumulative DataNo
Statistical UnitPercentage
Baseline and Targets
Target NameDateResultNote
Baseline06/30/200987
Short Target 201606/30/201687Handle at least 87+ of incoming phone calls.
Long Target 201806/30/201887Handle at least 87+ of incoming phone calls.
Measure Results
YearQ1Q2Q3Q4Explanatory Note
200376.2580.5481.1587.93
200492.5692.7992.1390.18
200592.1493.2592.1089.39
200693.8892.6484.4987.81
200793.1192.9787.6589.28
200891.6991.4790.2587.44
200989.2890.0089.0090.60
201088.1092.6989.8191.86
201191.7692.0694.0193.11For FY2011, TAX answered 92.87+ of the 534,385 phone calls received. The Department also handled 139,358 Live Chat sessions. This continues the downward decline in number of phone calls, and the increase in live chat sessions. Last year, in FY2010, TAX received 605,312 phone calls, answered 90.47+ of those calls, and handled 104,077 Live Chat contacts. In FY2009, TAX received 687,745 phone calls and the percentage of calls answered was 89.72+. In FY2008, TAX received 730,329 phone calls and the percentage of calls answered was 89.89+. In FY2007, TAX received 736,823 phone calls and the percentage of calls answered was 90.02+.
201292.6187.9986.0389.51For FY2012, TAX answered 88.78+ of the 528,182 phone calls received. The Department also handled 203,434 Live Chat sessions. This continues the downward decline in number of phone calls, and the increase in live chat sessions. Last year, in FY2011, TAX answered 92.87+ of the 534,385 phone calls received, and handled 139,358 Live Chat contacts. In FY2010, TAX received 605,312 phone calls, answered 90.47+ of those calls, and handled 104,077 Live Chat contacts. In FY2009, TAX received 687,745 phone calls and the percentage of calls answered was 89.72+. In FY2008, TAX received 730,329 phone calls and the percentage of calls answered was 89.89+. In FY2007, TAX received 736,823 phone calls and the percentage of calls answered was 90.02+.
201393.0392.7092.2988.94
201490.5492.5584.5192.46
201592.8694.89
- Run Date: 03/06/2015 09:07:06