Citizen Service Requests

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

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