|
Measure Last Modified
05-08-2025 02:49 p.m.
|
Measure Last Published
09-03-2024 03:17 p.m.
|
Status
Active
|
|
Data Source and Calculation
Total number of Calls Handled divided by total number of Incoming Calls to determine percentage of calls answered.
|
| Enterprise Priorities and Strategies |
| Initiative |
Priority |
Strategy |
| Government and Citizens |
Customer Service |
Deliver high quality products and services to customers in a timely manner. |
| Service Area Code |
Service Area Name |
| 73217 |
Customer Services |
| Name |
Date |
Result |
Note |
| Baseline |
|
88.0 |
percent |
| Short Target 2025 |
|
88.0 |
|
| Long Target 2027 |
|
88.0 |
|
| Year |
Q1 |
Q2 |
Q3 |
Q4 |
Note |
| 2003 |
76.25 |
80.54 |
81.15 |
87.93 |
|
| 2004 |
92.56 |
92.79 |
92.13 |
90.18 |
|
| 2005 |
92.14 |
93.25 |
92.10 |
89.39 |
|
| 2006 |
93.88 |
92.64 |
84.49 |
87.81 |
|
| 2007 |
93.11 |
92.97 |
87.65 |
89.28 |
|
| 2008 |
91.69 |
91.47 |
90.25 |
87.44 |
|
| 2009 |
89.28 |
90.00 |
89.00 |
90.60 |
|
| 2010 |
88.10 |
92.69 |
89.81 |
91.86 |
|
| 2011 |
91.76 |
92.06 |
94.01 |
93.11 |
For 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+. |
| 2012 |
92.61 |
87.99 |
86.03 |
89.51 |
For 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+. |
| 2013 |
93.03 |
92.70 |
92.29 |
88.94 |
|
| 2014 |
90.54 |
92.55 |
84.51 |
92.46 |
|
| 2015 |
92.86 |
94.89 |
92.06 |
91.14 |
|
| 2016 |
94.58 |
96.75 |
89.91 |
88.45 |
|
| 2017 |
92.92 |
95.77 |
90.96 |
88.16 |
|
| 2018 |
94.90 |
94.46 |
88.18 |
87.62 |
|
| 2019 |
91.60 |
97.32 |
91.71 |
90.21 |
|
| 2020 |
93.03 |
90.03 |
91.83 |
90.19 |
|
| 2021 |
86.80 |
86.78 |
90.24 |
88.24 |
|
| 2022 |
89.79 |
91.37 |
91.69 |
81.27 |
|
| 2023 |
82.41 |
89.38 |
89.07 |
89.10 |
|
| 2024 |
89.30 |
94.19 |
92.99 |
90.02 |
|
| 2025 |
|
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|
| Measure ID |
16173217.001.001 |
| Measure Class |
Productivity |
| Measure Type |
Outcome |
| Year Type |
State FY |
| Preferred Trend |
Increase |
| Frequency |
Quarterly |
| Statistical Unit |
Percentage |
|
Report Filter
Performance Budgeting System Reports
