FY2024 Proposed Budget
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 2023 Projected
FY 2024 Estimate
FY 2020
FY 2021
FY 2022
Active Accounts
26,726 20,272
26,978 21,829
27,112 19,284
27,312 21,000
27,500 21,000
Total Calls
Average Speed to Answer
12 seconds 12 seconds 13 seconds
12 seconds
12 seconds
FY 2023 Projected
FY 2024 Estimate
FY 2020
FY 2021
FY 2022
Web Start/Stop Service
Customer Transactions
5,576 6.23%
5,935 6.44%
6,246 5.24%
6,620 5.99%
7,050 6.50%
% Change
FY 2023 Projected
FY 2024 Estimate
FY 2020
FY 2021
FY 2022
% Utility Customers on Surepay*
30.00%
32.00%
32.07%
32.50%
33.00%
% Utility Customers on Ebilling*
35.00%
39.00%
42.19%
44.00%
46.00%
10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% 50.00%
0.00% 5.00%
FY 2020
FY 2021
FY 2022
FY 2023 Projected FY 2024 Estimate
% Utility Customers on Surepay
% Utility Customers on Ebilling
FY 2023 Projected
FY2024 Estimate 351,000 137,000
FY 2020
FY 2021
FY 2022
Payment Method
Total Receipt Transactions
350,805 116,914
342,235 127,363
344,783 133,594
350,000 136,000
Web Transactions
IVR Transactions
5,596
7,384
7,114
7,200
7,300
% Web Transactions of Total Transactions Change in Web Transactions (%) % IVR Transcations of Total Transactions Change in IVR Transactions (%)
33.33%
37.22%
38.75%
38.86%
39.03%
5.43%
8.94%
4.89%
1.80%
0.74%
1.60%
2.16%
2.06%
2.06%
2.08%
14.46%
31.95%
-3.66%
1.21%
1.39%
102
Made with FlippingBook Learn more on our blog