MAC records
| Tracking # |
38499 |
| Submitted | April 26, 2022 |
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Communications
From: TR
To Whom It May Concern:
Pursuant to the Indiana Access to Public Records Act, I hereby request the following records:
Any call logs, internal statistics, reports, or other records that would provide information on call volume and hold times for calls made to the Mayor's action Center Line from the public, from at least the start of 2020 to now. No personal identifying information, such as caller's phone number or names of staff, are requested. Responsive records could include an export from call center software, if such data is logged and exportable; or any spreadsheets or other documents, if that is how the data is tracked by city staff; or reports or presentations that have been prepared internally and contain such data.
The requested documents will be made available to the general public, and this request is not being made for commercial purposes.
In the event that there are fees, I would be grateful if you would inform me of the total charges in advance of fulfilling my request. I would prefer the request filled electronically, by e-mail attachment if available or CD-ROM if not.
Thank you in advance for your anticipated cooperation in this matter. I look forward to receiving your response to this request within 7 business days, as the statute requires.
Sincerely,
TR
From: Office of the Mayor of Indianapolis (IN)
Thank you for your interest in public records of the City of Indianapolis and Marion County.
This message acknowledges your request has been received and is being processed in accordance with the Indiana Access to Public Records Act, Indiana Code chapter 5-14-3-1, et. seq ("APRA"). Your request was received in this office on 4/27/2022 and given the reference number S016726-042722 for tracking purposes.
You requested the following records: "To Whom It May Concern:
Pursuant to the Indiana Access to Public Records Act, I hereby request the following records:
Any call logs, internal statistics, reports, or other records that would provide information on call volume and hold times for calls made to the Mayor's action Center Line from the public, from at least the start of 2020 to now. No personal identifying information, such as caller's phone number or names of staff, are requested. Responsive records could include an export from call center software, if such data is logged and exportable; or any spreadsheets or other documents, if that is how the data is tracked by city staff; or reports or presentations that have been prepared internally and contain such data.
The requested documents will be made available to the general public, and this request is not being made for commercial purposes.
In the event that there are fees, I would be grateful if you would inform me of the total charges in advance of fulfilling my request. I would prefer the request filled electronically, by e-mail attachment if available or CD-ROM if not.
Thank you in advance for your anticipated cooperation in this matter. I look forward to receiving your response to this request within 7 business days, as the statute requires.
Sincerely,
TR
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Your request will be forwarded to the relevant city or county agency for review and a determination of whether there are public records responsive to your request and, if so, whether those public records are disclosable to you. The city or county agency will contact you concerning your request and inform you whether there are public records responsive to your request, if all or part of those public records are not disclosable to you, and the statutory basis for any denial. Information pertaining to any copying fees that may be related to obtaining copies will be provided.
Please Note: With respect to public records requests that include e-mail communications, we want to make you aware that these requests generally take longer than requests for other types of information. First, the City/County receives a large number of requests for email communications, not just public records requests but also related to legal proceedings. We rely upon our information technology agency to perform these searches and that agency runs these searches (based upon reasonably particular search terms as set forth by the State Public Access Counselor) in the order in which the requests are received. Once the email search is completed, there must also be a review of the content of the email communications to ensure that they are not only responsive to your request but also disclosable. Finally, disclosable email communications will be produced after this review and if we do not disclose all or part of these email communications, we will provide the statutory bases for such denials as required under the APRA.
The APRA requires public agencies to produce responsive and disclosable public records, should they exist, within a reasonable time based upon the circumstances. Please allow the agency time to review and process your request. Depending on the nature of the request, this may be several days.
If you have not received any response and at least 10 days have passed since submission, feel free to contact the Public Access Counselor to check the status. Additionally, if you have general questions about the Indiana Access to Public Records Act, please contact the Public Access Counselor at any time.
You may reach the Public Access Counselor at 317.327.4055 or PAC@indy.gov. (mailto:PAC@indy.gov)
Thank you,
City of Indianapolis and Marion County
From: Office of the Mayor of Indianapolis (IN)
--- Please respond above this line ---
See attached for a spreadsheet of records responsive to your request.
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Copy_of_MAC_All_Call_Comparison_for_APRA_Request
From: TR
Hi,
Thanks so much for your help with this request! I really appreciate it. I wanted to just ask some follow-ups to help me interpret the data. Can you tell me if the "speed to answer" column includes just the amount of time the caller is on hold, or the full amount of time from when they first connected and listened to MAC recorded message? Similarly, does the abandoned calls include calls abandoned before they were put into the hold queue, or just the ones that listened to the recording? Thank you!
Sincerely,
TR
From: Muckrock Staff
To Whom It May Concern:
I wanted to follow up on the following Indiana Access to Public Records Act request, copied below, and originally submitted on April 27, 2022. Please let me know when I can expect to receive a response. You had assigned it reference number #38499.
Thanks for your help, and let me know if further clarification is needed.
From: Muckrock Staff
To Whom It May Concern:
I wanted to follow up on the following Indiana Access to Public Records Act request, copied below, and originally submitted on April 27, 2022. Please let me know when I can expect to receive a response. You had assigned it reference number #38499.
Thanks for your help, and let me know if further clarification is needed.
From: Muckrock Staff
To Whom It May Concern:
I wanted to follow up on the following Indiana Access to Public Records Act request, copied below, and originally submitted on April 27, 2022. Please let me know when I can expect to receive a response. You had assigned it reference number #38499.
Thanks for your help, and let me know if further clarification is needed.
From: Office of the Mayor of Indianapolis (IN)
Hello,
I received your fax regarding the above mentioned public records request.
My records show that this request was responded to with the attached document on May 10th.
Thank you,
Misty
Misty L. Mercer |Deputy Chief Counsel-Counseling
Office of Corporation Counsel | 200 E. Washington St. | Suite 1601 | Indianapolis, IN 46204
Phone: 317.327.4055 | Fax: 317.327.3968 | Email: Misty.Mercer@indy.gov<mailto:Misty.Mercer@indy.gov>
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Copy_of_MAC_All_Call_Comparison_for_APRA_Request (1)