Florida Courts E-Filing Authority Board Service Desk Report March 219
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 2 18 25 # 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.
Judge Incidents March 219 Status January 219 February 219 March 219 Incidents Received 45 11 7 Incidents Worked 45 11 7 Carry Over # of Submissions 125,137 123,97 128,883 # of Documents 132,466 131,127 136,214 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
Pro Se Incidents March 219 Status January 219 February 219 March 219 Incidents Received 48 561 489 Incidents Worked 474 555 48 Carry Over 4 1 8 # 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
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 16 8 17 # 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
Technical/System Incidents March 219 Status January 219 February 219 March 219 Incidents Received 431 389 46 Incidents Worked 49 375 394 Carry Over 19 15 9 # 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
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%
E-Portal Service Desk Initiatives Month/Year Pending Filing Clean-Up Count November 215 78, 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) 414-221. or contact me direct at: Gia Howell (85) 577-4578 email: ghowell@flclerks.com
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.
County Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 48 1,35 4694 69 1,51 57836 66537 35 663 42 768 41 61 613 34 698 52 435 32 488 35 218 215 47374 4369 49494 45499 5766 61 583 54 537 67 482 541 58 497 66 48 57 455 61 219 216 71542 55433 6575 359 324 468 426 463 437 323 County Accounts 8 7 6 5 4 3 2 1 217 218 219 *Highest # of County Accounts 6/15: 126
County Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 536 1,35 38394 433 1,51 576 836 548 537 36 663 331 768 344 61 272 613 341 698 435 273 488 259 218 215 311374 288369 345494 361 499 455 66 337 583 455 537 344 482 467 541 457 497 48 377 455 266 219 216 431542 389433 46575 359 324 468 426 463 437 323 County Calls 7 6 5 4 3 2 1 217 218 219 *Highest # of County Calls 3/14: 1,51
County Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 2146,761 1,35 6,781 94 7,745 1,51 7,149 836 8,513 537 8,987 663 8,36 768 9,338 61 7,73 613 1,6 698 7,932 435 6,59 488 218 2157,546 374 6,774 369 7,879 494 7,736 499 8,265 66 8,746 583 8,855 537 1,77 482 8,428 541 1,431 497 9,577 48 9,11 455 219 21612,276 54212,161 43313,32 575 359 324 468 426 463 437 323 County Filings 14, 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of County Filings 3/19
County Doc Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Oct Oct Nov Nov Dec Dec 217 2148,69 1,35 7,78 94 8,944 1,51 8,258 836 1,55 537 1,768 663 9,489 768 11,225 61 8,27 613 11,731 698 9,549 435 8,151 488 218 2159,277 374 8,533 369 9,843 494 9,759 499 1,47 66 11,26 583 1,822 537 12,388 482 1,317 541 12,545 497 11,714 48 11,66 455 219 21615,56 54215,133 43316,661 575 359 324 468 426 463 437 323 County Docs 18, 16, 14, 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of County Documents 3/19
Customer Service Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 2143,122 1,35 2,9 94 3,244 1,51 3,286 836 3,897 537 3,677 663 3,596 768 3,673 61 2,81 613 3,66 698 3,119 435 2,887 488 218 2153,356 374 3,346 369 3,57 494 3,578 499 3,611 66 3,428 583 3,635 537 3,933 482 3,421 541 4,54 497 3,69 48 3,236 455 219 2164,69 542 3,743 433 4,31 575 359 324 468 426 463 437 323 Customer Service Accounts 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5 217 218 219 *Highest # of CS Accounts 1/19
Customer Service Call Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 2143,31 1,35 2,662 94 2,886 1,51 3,278 836 3,897 537 2,889 663 2,349 768 2,825 61 2,42 613 2,771 698 2,44 435 2,255 488 218 2152,916 374 2,735 369 3,215 494 3,81 499 3,253 66 3,88 583 3,362 537 3,157 482 2,685 541 3,779 497 2,632 48 2,376 455 219 2163,261 542 3,51 433 3,118 575 359 324 468 426 463 437 323 Customer Service Calls 4,5 4, 3,5 3, 2,5 2, 1,5 1, 5 217 218 219 *Highest # of CS Call 1/14: 4,436
Customer Service Filing Comparison Mon Jan Feb Mar Apr May Jun Jul Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 1,216,78 1,35 1,2,55 94 1,391,13 1,51 1,189,562 836 1,342,424 537 1,363,757 663 1,27,665 768 1,413,512 61 984,383 613 1,325,797 698 1,24,772 435 1,116,576 488 218 215 1,359,942 374 1,257,942 369 1,42,172 494 1,363,732 499 1,435,9 66 1,395,289 583 1,45,49 537 1,59,926 482 1,263,367 541 1,511,178 497 1,285,545 48 1,197,81 455 219 216 1,54,54 542 1,399,992 433 1,487,621 575 359 324 468 426 463 437 323 1,6, 1,4, 1,2, 1,, 8, 6, 4, 2, Customer Service Filings 217 218 219 *Highest # of CS Filings 1/18
Customer Service Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 1,787,852 1,35 1,757,366 94 2,51,735 1,51 1,753,46 836 1,976,465 537 2,7,674 663 1,766,89 768 2,74,346 61 1,49,516 613 1,921,991 698 1,695,966 435 1,642,96 488 218 215 1,984,219 374 1,836,173 369 2,72,675 494 2,9,41 499 2,13,678 66 2,58,654 583 2,76,534 537 2,173,444 482 1,881,521 541 2,237,77 497 1,92,645 48 1,83,478 455 219 216 2,292,42 542 2,96,672 433 2,23,328 575 359 324 468 426 463 437 323 1,6, 1,4, 1,2, 1,, 8, 6, 4, 2, Customer Service Filings 217 218 219 *Highest # of CS Docs 1/19
Judge Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 7 217 214 1,35 64 25 94 1,51 2 12 836 537 7 663 4 768 3 61 1 613 2 698 5 435 16 488 1 218 215 12 374 51 369 7494 1 499 66 3 14 583 537 8 482 2 541 3 497 12 48 8 455 14 219 216 3542 7433 2575 359 324 468 426 463 437 323 Judge Accounts 6 5 4 3 2 1 217 218 219 *Highest # of Judge Accounts 3/15: 129
Judge Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 7 217 214 1,35 59 14 94 1,51 16 836 6 537 8 663 5 768 5 61 11 613 5 698 8 435 17 488 218 215 11 374 53 369 11 494 12 499 66 7 15 583 537 15 482 13 541 6 497 5 48 8 455 16 219 216 4542 11 433 7575 359 324 468 426 463 437 323 Judge Calls 6 5 4 3 2 1 217 218 219 *Highest # of Judge Call 1/16: 6
Judge Filing Comparison Mon 217 63,514 66,84 79,43 71,118 83,13 87,54 78,92 1,277 71,783 11,71 88,778 81,229 218 14,868 11,141 18,76 111,988 113,615 116,763 113,53 127,283 12,915 127,29 15,653 11,15 219 125,137 123,97 128,883 14, Judge Filings 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of Judge Filings 3/19
Judge Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 67,219 1,35 7,275 94 85,358 1,51 76,352 836 88,879 537 93,785 663 83,361 768 16,658 61 75,412 613 17,193 698 94,258 435 86,83 488 218 215 111,589 374 17,456 369 115,24 494 118,835 499 12,295 66 123,668 583 12,263 537 135,568 482 19,23 541 135,12 497 112,21 48 17,351 455 219 216 132,466 542 131,127 433 136,214 575 359 324 468 426 463 437 323 Judge Docs 16, 14, 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of Judge Docs 3/19
Pro Se Account Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 2,454 1,35 2,35 94 2,839 1,51 2,71 836 3,23 537 3,6 663 3,17 768 3,12 61 2,44 613 2,838 698 2,587 435 2,395 488 218 215 2,814 374 2,738 369 2,926 494 2,979 499 2,995 66 2,922 583 3,141 537 3,316 482 2,883 541 3,38 497 3,44 48 2,713 455 219 216 3,339 542 3,145 433 3,457 575 359 324 468 426 463 437 323 Pro Se Accounts 4, 3,5 3, 2,5 2, 1,5 1, 5 217 218 219 *Highest # of Pro Se Accounts 3/19
Pro Se Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 8 7 6 5 4 3 2 1 217 214 588 1,35 54 94 1,51 522 65 836 679 537 637 663 524 768 68 61 613 313 698 411 435 392 488 392 218 215 455 374 332 369 43 494 357 499 348 66 42 583 389 537 464 482 541 348 497 48 48 396 455 422 219 216 48 542 561 433 489 575 359 324 468 426 463 437 323 Pro Se Calls 217 218 219 *Highest # of Pro Se Calls 5/17: 679
Pro Se Filing Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 7,419 1,35 7,183 94 8,248 1,51 7,177 836 8,545 537 8,629 663 8,11 768 9,224 61 6,832 613 8,71 698 8,1 435 7,543 488 218 215 9,18 374 8,582 369 8,991 494 9,127 499 9,92 66 9,34 583 9,33 537 1,379 482 8,965 541 1,41 497 8,985 48 8,754 455 219 216 11,178 542 1,918 433 11,84 575 359 324 468 426 463 437 323 Pro Se Filings 14, 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of Pro Se Filings 3/19
Pro Se Doc Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 13,218 1,35 12,575 94 14,14 1,51 12,17 836 14,151 537 14,327 663 13,792 768 15,897 61 1,81 613 14,899 698 13,896 435 13,13 488 218 215 16,4 374 14,29 369 15,689 494 15,33 499 16,981 66 15,754 583 16,639 537 18,257 482 15,411 541 17,924 497 16, 48 15,142 455 219 216 18,983 542 18,152 433 19,847 575 359 324 468 426 463 437 323 Pro Se Filings 14, 12, 1, 8, 6, 4, 2, 217 218 219 *Highest # of Pro Se Docs 3/19
Attorney Account Comparison Mon Jan Feb Mar Apr May Jun Jul Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 431 1,35 38294 385 1,51 414 836 443 537 425 663 375 768 399 61 259 613 581 698 435 396 488 369 218 215 376374 42369 476494 43 499 449 66 358 583 354 537 394 482 284 541 567 497 48 391 455 353 219 216 413542 416433 48575 359 324 468 426 463 437 323 Attorney Accounts 7 6 5 4 3 2 1 217 218 219 *Highest # of Attorney Accounts 4/14: 1,379
Attorney Call Comparison Mon Jan Feb Mar Apr May Jun Jun Jul Jul Aug Aug Sep Sep Oct Oct Nov Nov Dec Dec 217 214 2,642 1,35 2,144 94 2,348 1,51 2,667 836 3,21 537 2,247 663 1,82 768 2,26 61 1,724 613 2,352 698 2,31 435 1,863 488 218 215 2,45 374 2,321 369 2,774 494 2,724 499 2,898 66 2,653 583 2,958 537 2,68 482 2,331 541 3,294 497 2,228 48 1,938 455 219 216 2,736 542 2,938 433 2,622 575 359 324 468 426 463 437 323 Attorney Calls 3,5 3, 2,5 2, 1,5 1, 5 217 218 219 *Highest # of Attorney Calls 1/14: 4,237
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 98,41 218 1,186,889 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 1,22,893 219 1,299,55 1,2,599 1,279,936 1,4, 214 1,35 94 1,51 836 537 663 768 61 613 698 435 488 215 374 369 494 499 66 583 537 482 541 497 48 455 216 542 433 575 359 324 468 426 463 437 323 Attorney Filings 1,2, 1,, 8, 6, 4, 2, 217 218 219 *Highest # of Attorney Filings 1/18
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 1,484,653 218 1,784,5 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 1,71,778 219 2,57,861 1,868,28 1,964,439 2,5, 214 1,35 94 1,51 836 537 663 768 61 613 698 435 488 215 374 369 494 499 66 583 537 482 541 497 48 455 216 542 433 575 359 324 468 426 463 437 323 Attorney Docs 2,, 1,5, 1,, 5, 217 218 219 *Highest # of Attorney Docs 1/19