This Tableau Accelerator allows you to:

* **Assess & Improve your ability to handle Citizen Service Requests**
* **Focus your efforts on highest priority CSRs or oldest ones**
* **Adapt your resource allocation to peak periods or most demanding neighbourhoods**
* **Better serve neighbourhoods**

[Demo video](https://youtu.be/6zThDwrxinc)

### Answer key business questions

* What CSRs are we managing?
* What type of CSRs are most commonly submitted?
* Which CSRs should we focus on first?
* How many CSRs are opened each hour on average?
* What is the capacity of our departments to answer citizen requests?
* In which neighbourhoods should we prioritise efforts?

### Monitor and improve KPIs

#### *Citizen Service Requests*

* **Nb Created CSRs**: Number of CSRs that were created over the period
* **Nb Open CSRs**: Number of CSRs that are currently open
* **Nb Closed CSRs**: Number of CSRs that were closed over the period

#### *Time*

* **CSR Open Time**: Average time CSRs are open (only for currently open CSRs)
* **Time to Close CSR**: Average time it takes to a close a CSR (expressed in day)

#### *Overdue CSRs*

* **Nb Overdue CSRs**: Number of open CSRs that are already overdue
* **Overdue CSRs %**: Share of open CSRs that are already overdue (expressed in %)
* **Nb CSRs Closed Overdue**: Number of closed CSRs that were overdue
* **CSRs Closed Overdue %**: Share of closed CSRs that were overdue (expressed in %)

### Required attributes

* **CSR Creation Date** *(date)*: CSR Open Date-Time
* **CSR Closed Date** *(date)*: CSR Close Date-Time (is null if the CSR is not closed)
* **CSR Number** *(string)*: CSR Unique Identifier
* **CSR Type** *(string)*: Type of the CSR
* **CSR Priority** *(string)* ← expected values: “Hazardous”, “Emergency”, “Standard”
* **Is Overdue Flag** *(string)* ← Contains “Y” if the CSR is overdue, “N” else
* **CSR Status** *(string)* ← expected values: “Open”, “Closed”
* **Department** *(string)*: Department handling the CSR
* **Sub-Department** *(string)*: Sub-Department handling the CSR
* **Country** *(string; role: country)*: Country where the CSR has been requested
* **City** *(string; role: city)*: City where the CSR has been requested
* **Post Code** *(string; role: postcode)*: Post code where the CSR has been requested
* **Neighbourhood** *(string)*: Neighborhood where the CSR has been requested

Citizen Service Requests

Assess & Improve your ability to handle Citizen Service Requests