Many local governments with 311/CRM systems have implemented service level agreements (SLAs) with the various agencies and departments within their organization. A SLA represents a commitment by the agency to complete a given task or service within a given amount of time, for example, potholes will be repaired within 72 hours of being reported or a code enforcement officer will be sent out within a week of a complaint to examine a property for potential violations. The local government then tracks what percentage of time the service department actually is able to complete those tasks compared to what they agreed to in the SLA. Normally you want the SLAs to be met around 90% of time. If an agency is responding within the parameters set by the SLA, it's a reason to dig deeper and find out why service requests aren't being completed in a timely fashion.