Departments collect and submit this data to the Controller's Office via the Budget and Performance Measurement System (BPMS). This data is collected to display on the City Performance Scorecard website, a site that provides timely performance information to the public and policy makers by major service area.

This dataset captures monthly data from HSS' phone system and includes metrics pertaining to Calls Answered, Average Speed of Answer, Abandonment Rate, In-person Assistance. This data supports the City's Performance Measures requirements.

A. SUMMARY
This data set reports key performance metrics for departments and programs in the City and County of San Francisco.

B. HOW THE DATASET IS CREATED
City departments report updates about their key metrics to the Controller’s Office. The Controller's Office uses an online application to collect and organize this data. Departments update most metrics once or twice each year. Some metrics may not display data for every year.

C. UPDATE PROCESS
Most metrics update twice each year. Updates with results for the first 6 months of each fiscal year are published in the spring, typically between April and May. Updates with results for each full fiscal year are published in the fall, typically in November.

D. HOW TO USE THIS DATASET
Each row represents one metric and one fiscal year for a department, with multiple values for each fiscal year. Some metrics do not include values for all fields or fiscal years. Some results for the latest fiscal year are unavailable because of known lags in reporting. Users should review any data notes reported for each row for guidance about interpreting values. All values are reported as numbers without formatting, but the column [Measure Data Type] describes the intended format. For example, a value appearing as “0.50” with [Measure Data Type] reported as “Percent” should be displayed as “50%”.

E. DATA NOTES
December 1, 2022: The Controller’s Office is in the process of correcting a data system issue affecting historical performance data for the Department of Public Works and the Department of Sanitation and Streets for Fiscal Year 2017-2018, Fiscal Year 2018-2019, and Fiscal Year 2019-2020. These data are excluded from the table below and will be uploaded when available.

The Controller's Office's City Services Auditor (CSA) Division has worked with the Department of Public Works (DPW) to develop maintenance standards for streets and sidewalks and schedules and inspect for compliance since July 2004, as mandated by 2003 Prop. C. This data file contains street and sidewalk evaluation results from 7/1/2013 to 6/30/18 under the FY12 standards. Older evaluation results are also available on DataSF but are not comparable due to changes in the way the standards are calculated. You can also access the annual reports in PDF at "Street Maintenance" section of http://sfcontroller.org/index.aspx?page=49 or https://sf.gov/resource/2022/street-and-sidewalk-maintenance-standards

The Controller's Office's City Services Auditor (CSA) Division has worked with the Department of Public Works (DPW) to develop maintenance standards for streets and sidewalks and schedules and inspect for compliance since July 2004. This data file consolidates street and sidewalk inspection results FY07-FY11. Current evaluation results are also available on DataSF; however, they are not comparable to this data set because of changes in methodology.You can access the annual reports at http://sfcontroller.org/index.aspx?page=49