Florida Courts E-Filing Authority Board. Service Desk Report March 2019
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1 Florida Courts E-Filing Authority Board Service Desk Report March 219
2 Customer Service Incidents March 219 Status January 219 February 219 March 219 Incidents Received 3,261 3,51 3,118 Incidents Worked 3,236 3,5 3,87 Carry Over # of Submissions 1,54,54 1,399,992 1,487,621 # of Documents 2,292,42 2,96,672 2,23,3128 Average Acknowledgement/Resolution Times Acknowledge Time.2 Days 1 Minutes.3 Days 15 Minutes.1 Days 8 Minutes Resolution Time.6 Days 33 Minutes.9 Days 48 Minutes.6 Days 35 Minutes Stakeholders: Case Managers,Court Reporters, Creditors, Domestic Violence Case Initiators, Law Enforcement, Local Agents, Media, Mediators, Mental Health, Process Servers, Professionals, and State Agents.
3 Judge Incidents March 219 Status January 219 February 219 March 219 Incidents Received Incidents Worked Carry Over # of Submissions 125, ,97 128,883 # of Documents 132, , ,214 Average Acknowledgement/Resolution Times Acknowledge Time.1 Days 5 Minutes.1 Days 3 Minutes.2 Days 13 Minutes Resolution Time.1 Days 9 Minutes.2 Days 9 Minutes.5 Days 28 Minutes Stakeholders: Judges, Judicial Assistants, General Magistrates, and Hearing Officers
4 Pro Se Incidents March 219 Status January 219 February 219 March 219 Incidents Received Incidents Worked Carry Over # of Submissions 11,178 1,918 11,84 # of Documents 18,983 18,152 19,847 Average Acknowledgement/Resolution Times Acknowledge Time.2 Days 8 Minutes.2 Days 8 Minutes Resolution Time.4 Days 27 Minutes.5 Days 29 Minutes Stakeholders: Pro Se filers and Agent for Pro Se Filer.2 Days 9 Minutes.1 Days 55 Minutes
5 Attorney Incidents March 219 Status January 219 February 219 March 219 Incidents Received 2,736 2,938 2,622 Incidents Worked 2,717 2,932 2,6 Carry Over # of Submissions 1,299,55 1,2,599 1,279,936 # of Documents 2,57,861 1,868,28 1,964,439 Average Acknowledgement/Resolution Times Acknowledge Time.2 Days 1 Minutes.3 Days 16 Minutes Resolution Time.8 Days 43 Minutes.9 Days 51 Minutes Stakeholders: Attorneys and their representatives.1 Days 8 Minutes.6 Days 35 Minutes
6 Technical/System Incidents March 219 Status January 219 February 219 March 219 Incidents Received Incidents Worked Carry Over # of Submissions 12,276 12,161 13,32 # of Documents 15,56 15,133 16,661 Acknowledge Time Average Acknowledgement/Resolution Times.5 Days 26 Minutes.5 Days 28 Minutes Resolution Time.63 Days 5 Hours 41 Minutes.8 Days 7 Hours 31 Minutes Stakeholders: Clerks of Court and their staff.4 Days 24 Minutes.6 Days 5 Hours 24 Minutes
7 Top Types of Incidents & Percentage of Call Volume Attorneys Account Set-up 2.4% Create New Filing 1.2% E-Service Issues 6.6% Filing in Correction Queue 2.1% General Question 4.1% Login Issues 8.6% Password Reset 7.1% Payment Assistance 5.8% Pending Registration 7.5% Referred to County 19.4% Self-Represented Litigant/Pro Se Account Set-up 2.7% Case Look-Up 2.3% Create New Filing 26.1% De-Activate Account 6.2% Docket Question 1.4% General Question 3.7% Login Issue 17.7% Password Reset 9.1% Payment Assistance 6.4% Referred To County 14.2% Judges Account Set-up 14.3% Login Issues 28.6% Pending Registration 28.6%
8 E-Portal Service Desk Initiatives Month/Year Pending Filing Clean-Up Count November , November 216 1,783 November 217 2,218 County Site Visits Month Dixie County February 217 Escambia County May 217 Dixie County May 217 If you d like to schedule an onsite visit or have questions, please feel free to contact the Service Center at (85) or contact me direct at: Gia Howell (85) ghowell@flclerks.com
9 At-A-Glance Statistics The following slides breakdown E-Portal Service Desk Calls, Filings, and Documents by year and month for Customer Service and Technical.
10 County Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , County Accounts *Highest # of County Accounts 6/15: 126
11 County Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , County Calls *Highest # of County Calls 3/14: 1,51
12 County Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,761 1,35 6, ,745 1,51 7, , , , , , , , , , , , , , , , , , , , , , , , County Filings 14, 12, 1, 8, 6, 4, 2, *Highest # of County Filings 3/19
13 County Doc Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Oct Oct Nov Nov Dec Dec ,69 1,35 7, ,944 1,51 8, , , , , , , , , , , , , , , , , , , , , , , , County Docs 18, 16, 14, 12, 1, 8, 6, 4, 2, *Highest # of County Documents 3/19
14 Customer Service Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,122 1,35 2,9 94 3,244 1,51 3, , , , , , , , , , , , , , , , , , , , , , , , Customer Service Accounts 4,5 4, 3,5 3, 2,5 2, 1,5 1, *Highest # of CS Accounts 1/19
15 Customer Service Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,31 1,35 2, ,886 1,51 3, , , , , , , , , , , , , , , , , , , , , , , , Customer Service Calls 4,5 4, 3,5 3, 2,5 2, 1,5 1, *Highest # of CS Call 1/14: 4,436
16 Customer Service Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec ,216,78 1,35 1,2, ,391,13 1,51 1,189, ,342, ,363, ,27, ,413, , ,325, ,24, ,116, ,359, ,257, ,42, ,363, ,435,9 66 1,395, ,45, ,59, ,263, ,511, ,285, ,197, ,54, ,399, ,487, ,6, 1,4, 1,2, 1,, 8, 6, 4, 2, Customer Service Filings *Highest # of CS Filings 1/18
17 Customer Service Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,787,852 1,35 1,757, ,51,735 1,51 1,753, ,976, ,7, ,766, ,74, ,49, ,921, ,695, ,642, ,984, ,836, ,72, ,9, ,13, ,58, ,76, ,173, ,881, ,237, ,92, ,83, ,292, ,96, ,23, ,6, 1,4, 1,2, 1,, 8, 6, 4, 2, Customer Service Filings *Highest # of CS Docs 1/19
18 Judge Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Judge Accounts *Highest # of Judge Accounts 3/15: 129
19 Judge Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Judge Calls *Highest # of Judge Call 1/16: 6
20 Judge Filing Comparison Mon ,514 66,84 79,43 71,118 83,13 87,54 78,92 1,277 71,783 11,71 88,778 81, ,868 11,141 18,76 111, , , ,53 127,283 12, ,29 15,653 11, , ,97 128,883 14, Judge Filings 12, 1, 8, 6, 4, 2, *Highest # of Judge Filings 3/19
21 Judge Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,219 1,35 7, ,358 1,51 76, , , , , , , , , , , , , , , , , , , , , , , , Judge Docs 16, 14, 12, 1, 8, 6, 4, 2, *Highest # of Judge Docs 3/19
22 Pro Se Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,454 1,35 2, ,839 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , Pro Se Accounts 4, 3,5 3, 2,5 2, 1,5 1, *Highest # of Pro Se Accounts 3/19
23 Pro Se Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Pro Se Calls *Highest # of Pro Se Calls 5/17: 679
24 Pro Se Filing Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,419 1,35 7, ,248 1,51 7, , , , , , , , , , , , , , , , , , , , , , , , Pro Se Filings 14, 12, 1, 8, 6, 4, 2, *Highest # of Pro Se Filings 3/19
25 Pro Se Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,218 1,35 12, ,14 1,51 12, , , , , , , , , , , , , , , , , , , , 48 15, , , , Pro Se Filings 14, 12, 1, 8, 6, 4, 2, *Highest # of Pro Se Docs 3/19
26 Attorney Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec , , Attorney Accounts *Highest # of Attorney Accounts 4/14: 1,379
27 Attorney Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec ,642 1,35 2, ,348 1,51 2, , , , , , , , , , , , , , , , , , , , , , , , Attorney Calls 3,5 3, 2,5 2, 1,5 1, *Highest # of Attorney Calls 1/14: 4,237
28 Attorney Filing Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 1,83,285 1,68,192 1,233,923 1,48,147 1,181,822 1,197,6 1,65,247 1,241,75 862,559 1,165,854 1,59,28 98, ,186,889 1,94,562 1,226,145 1,183,66 1,249,112 1,23,781 1,215,842 1,299,672 1,92,537 1,39,357 1,111,412 1,22, ,299,55 1,2,599 1,279,936 1,4, 214 1, , Attorney Filings 1,2, 1,, 8, 6, 4, 2, *Highest # of Attorney Filings 1/18
29 Attorney Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 1,632,796 1,63,31 1,869,1 1,589,549 1,79,827 1,815,925 1,6,944 1,876,31 1,269,531 1,736,631 1,587,812 1,484, ,784,5 1,648,627 1,869,365 1,81,545 1,916,525 1,838,678 1,858,87 2,18,55 1,684,638 2,5,887 1,71, ,57,861 1,868,28 1,964,439 2,5, 214 1, , Attorney Docs 2,, 1,5, 1,, 5, *Highest # of Attorney Docs 1/19
GAMINGRE 8/1/ of 7
FYE 09/30/92 JULY 92 0.00 254,550.00 0.00 0 0 0 0 0 0 0 0 0 254,550.00 0.00 0.00 0.00 0.00 254,550.00 AUG 10,616,710.31 5,299.95 845,656.83 84,565.68 61,084.86 23,480.82 339,734.73 135,893.89 67,946.95
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