FY2016-17 Budget Final

ACTIVITY SUMMARY

DEPARTMENT

ACCOUNT

PROGRAM/ACTIVITY ACTION CENTER

GENERAL ADMINISTRATION

101-001-015

*The Action Center provides exceptional customer service to both citizens and staff through communication and feedback. * Action Center staff is responsible for distributing mail and notifies all departments of mail or package deliveries via email each normal business day to secure packages. *It is the Action Center's responsibility to address citizen concerns in a timely manner through email and follow-up with surveys sent to residents through the Go Request system. PERFORMANCE MEASURES/SERVICE LEVELS MISSION/PROGRAM DESCRIPTION The Action Center provides citizens with a hassle-free method of obtaining information via telephone, website, citizen email, or the Go Request system to request city services. The Action Center is also responsible for all mail duties such as distributing, postage, and notifying staff of package deliveries. The Action Center consists of two Customer Service Representatives. GOALS AND OBJECTIVES

FY 2014 Actuals

FY 2015 Actuals

FY 2016 Target

FY 2017 Target

Quantifiable Factor(s)

Activity Demand/Workload Number of Action Center emails derived from City website

N/A

400

400

325

Number of Go Request entries made

6,050

7,500 6,800

7,750 6,800

5,500

Number of Action Center calls

N/A

14,000

Efficiency/Effectiveness Measures M&O budget per capita M&O budget % of General Fund budget

$2.55 0.39%

$2.72 0.42%

$2.74 0.41%

$3.47 0.48%

Percentage of follow-up for Action Center emails in 24 hours Percentage of Go Request surveys returned

N/A

95%

95%

95%

N/A N/A N/A N/A

30%

30%

30%

30 seconds 20 seconds

30 seconds 20 seconds

30 seconds 20 seconds

Average hold time on calls Average speed to answer calls Percentage of answered calls

94%

95%

95%

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