ACTIVITY SUMMARY
DEPARTMENT GENERAL ADMINISTRATION
PROGRAM/ACTIVITY ACTION CENTER
*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 2019 Actuals
FY 2020 Actuals
Quantifiable Factor(s)
Actuals FY 2021 FY 2022 Target
Activity Demand/Workload Number of Action Center emails derived from City website
250
259
3049 9,011
250
Number of Go Request entries made
5,000
7,613
6,500
Number of Action Center calls
24,000
24,783
24,942
24,000
Efficiency/Effectiveness Measures M&O budget per capita M&O budget % of General Fund budget Percentage of Go Request surveys returned
$3.05 0.37%
$2.36 0.29%
$1.91 0.22%
$2.35 0.24%
50%
27%
71%
23%
15 seconds 15 seconds
Average hold time on calls Average speed to answer calls Percentage of answered calls
30 seconds 20 seconds
22 18
21
29.5 81%
95%
95%
85%
141
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