From the City Manager's Report for Week Ending September 1, 2011

This item appeared as an exhibit under the reference : "Year to Date Utility Workload Measurements" - Look at the 56 minute and 41 minute AVERAGE wait times for phone calls at utility customer service.  I know a group has taken over, or is about to take over, supervision of this department, but what does "Phone Center Moved to System Operations" mean?  Why do we not know average wait times now?  What has anyone's recent experience been, since May?