ACTIVITY SUMMARY
DEPARTMENT GENERAL ADMINISTRATION 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 101-001-015 ACCOUNT *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 PROGRAM/ACTIVITY ACTION CENTER
FY 2018 Actuals
FY 2019 Actuals
FY 2020 Actuals
FY 2021 Target
Quantifiable Factor(s)
Activity Demand/Workload Number of Action Center emails derived from City website
250
250
259
250
Number of Go Request entries made
5166
5,000
7,613
6,000
Number of Action Center calls
24,968
24,000
24,783
24,000
Efficiency/Effectiveness Measures M&O budget per capita M&O budget % of General Fund budget Percentage of Go Request surveys returned
$4.57 0.60%
$2.99 0.38%
$2.36 0.29%
$2.37 0.26%
50%
27%
27%
71%
20 seconds 15 seconds
Average hold time on calls Average speed to answer calls Percentage of answered calls
14 seconds 13 seconds
30 seconds 20 seconds
22 18
95%
94%
95%
85%
150
Made with FlippingBook - professional solution for displaying marketing and sales documents online