Customer Service Satisfaction - Department KPI (Superior Court Clerk)

The percentage of clients successfully retained in Accountability Court Programs month over month.

We are measuring the percentage of documents which are e-filed, reviewed, file stamped and available to the public for viewing within 48 hours. The Clerk of Superior and Magistrate Court Clerk's (COSMC) office began e-filing of magistrate court-related documents in 2016 with positive immediate effects. E-filing was implemented to improve the overall customer experience through the use of enhanced technology and an elevated level of efficiency. E-filing allows registered users to file documents from a single website from anywhere - 24 hours a day, seven days a week. As a result, the average filing time is reduced, the costs of filing documents is reduced, costly trips to the courthouse are eliminated and access to file-stamped copies of court documents is increased. These documents are of vital importance to litigants with cases pending in Magistrate Court.

This goal is based on tracking the percentage of calls into the Fulton County 911 Center that are answered within 15 seconds. Over 640,000 calls came into the Center in 2017.

We are measuring the length of time it takes from the issuance of the E-Quote up to the Purchase Order is processed.

We are measuring the Clerk's office customer satisfaction ratings. It is important that the Clerk's office receives ratings of 'satisfied' and 'very satisfied.'