In one example cited in city documents, the average wait time for a call made to the finance department rose from three minutes in 2016 to 4.6 minutes in 2018 — an increase of more than 60 percent. The average number of residents abandoning their calls has also increased, from 44 per day in 2017 to 52 per day in 2018, according to city documents. Peak response times to calls sits at 30 minutes.