Citizen Service Requests | Tableau Exchange

Citizen Service Requests

by Tableau

Description

This Tableau Accelerator allows you to:

  • Assess & Improve our ability to handle Citizen Service Requests
  • Focus our efforts on highest priority CSRs or oldest ones
  • Adapt our resource allocation to peak periods or most demanding neighbourhoods
  • Better serve neighbourhoods

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
  • Postcode (string; role: postcode): Postcode where the CSR has been requested
  • Neighbourhood (string): Neighbourhood where the CSR has been requested

Features

Supports data mapping

Resources