FY25 Proposed Budget
Goals, objectives, and performance measures
Strategic Plan Value: Department Goal:
Partnerships and Engagement
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 2024 Projected
FY 2025 Estimated
FY 2021
FY 2022
FY 2023
Active Accounts
26,978 21,829
27,112 19,284
27,118 21,878
27,150 22,000
27,200 22,200
Total Calls
Average Speed to Answer
12 seconds 13 seconds
13 seconds 13 seconds 13 seconds
FY 2024 Projected
FY 2025 Estimated
FY 2021
FY 2022
FY 2023
Web Start/Stop Service
Customer Transactions
5,935 6.44%
6,246 5.24%
6,041
6,100 0.98%
6,200 1.64%
% Change
-3.27%
FY 2024 Projected
FY 2025 Estimated
FY 2021
FY 2022
FY 2023
% Utility Customers on Surepay % Utility Customers on Ebilling
32.00% 39.00%
32.07% 42.19%
33.09% 44.79%
34.00% 47.00%
35.00% 50.00%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
FY 2021
FY 2022
FY 2023
FY 2024 Projected FY 2025 Estimated
% Utility Customers on Surepay
% Utility Customers on Ebilling
FY 2024 Projected
FY 2025 Estimated
FY 2021
FY 2022
FY 2023
Payment Method
Total Receipt Transactions
342,235
344,783
344,675
344,850
345,000
Web Transactions
127,363
133,594
136,399
137,940
141,450
IVR Transactions
7,384
7,114
7,993
8,200
8,625
% Web Transactions of Total Transactions Change in Web Transactions (%) % IVR Transactions of Total Transactions Change in IVR Transactions (%)
37.22%
38.75%
39.57%
40.00%
41.00%
8.94%
4.89%
2.10%
1.13%
2.54%
2.16%
2.06%
2.32%
2.38%
2.50%
31.95%
-3.66%
12.36%
2.59%
5.18%
101
Made with FlippingBook - professional solution for displaying marketing and sales documents online