FY2022

GOALS, OBJECTIVES, and PERFORMANCE MEASURES

Strategic Plan Goal: Department Goal:

Strengthen Community Engagement and Intergovernmental Relations

Improve customer service through expanded payment/service request options. Increase the number of transactions conducted online and by Intelligent Voice Recognition system

Department Objective:

Performance Measures:

FY 2022 Estimate 27,300

FY 2018 FY 2019 FY 2020 FY 2021 Projected

Active Accounts Total Calls***

26,160

26,414 23,364

26,726 20,272

27,000 23,300

N/A

23,300

Average Speed to Answer

N/A 13 seconds 12 seconds 12 seconds 12 seconds

***Note, converted to new phone system in November 2017. Phone stats are not available for FY2018.

FY 2022 Estimate

FY 2018 FY 2019 FY 2020 FY 2021 Projected

Web Start/Stop Service

Customer Transactions

4,594

5,249

5,919

6,747

7,759

% Change

8.99% 14.26% 12.76% 13.99% 15.00%

FY 2022 Estimate

FY 2018 FY 2019 FY 2020 FY 2021 Projected

% Utility Customers on Surepay* % Utility Customers on Ebilling* *New performance meaure FY2020

* *

* *

30.00% 32.00% 34.00% 35.00% 37.00% 39.00%

FY 2022 Estimate 358,000

FY 2018 FY 2019 FY 2020 FY 2021 Projected

Payment Method

Total Receipt Transactions

341,174 347,399

350,805

354,000

Web Transactions

107,582 110,891

116,914

120,360

123,510

IVR Transactions

4,681

4,889

5,596

6,372

7,160

% Web Transactions of Total Transactions Change in Web Transactions (%) % IVR Transcations of Total Transactions Change in IVR Transactions (%)

31.53% 31.92% 33.33% 34.00% 34.50%

8.76% 3.08% 5.43% 2.95% 2.62%

1.37% 1.41% 1.60% 1.80% 2.00%

-1.80% 4.44% 14.46% 13.87% 12.37%

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