FY24 Adopted 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%

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