DEPARTMENT: ADMINISTRATION
PROGRAM: ACTION CENTER
MISSION 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 • 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. SERVICE LEVELS Quantifiable Factor(s)
FY 2025 Target
FY 2022 Actuals
FY 2023 Actuals
FY 2024 Actuals
Activity Demand/Workload Number of Action Center emails derived from City website Number of Go Request entries made
220
223
328
350
8,411
5,676
6,568
7,000
Number of Action Center calls
23,619 FY 2022 Actuals
25,124 FY 2023 Actuals
38,902 FY 2024 Actuals
25,000 FY 2025 Target
Efficiency/Effectiveness Measures
M&O Budget Per Capita
$1.87 0.19%
$2.66 0.26%
$3.05 0.29%
$3.23 0.3%
M&O Budget Percentage of General Fund Budget Percentage of Go Request surveys returned
22%
35%
35%
40%
Average hold time on calls Average speed to answer calls Percentage of answered calls
15s 24s
15s
45s 18s
30s 15s
14.5s
79%
95%
95%
98%
137
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