FY26 Proposed Budget

Goals, objectives, and performance measures

Partnerships and Engagement

Strategic Plan Value:

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

Department Goal:

Department Objective:

Performance Measures:

FY 2025 Projected

FY 2026 Estimated

FY 2022

FY 2023

FY2024

Active Accounts

27,112 19,284

27,118 21,878

27,231 21,467

27,351 21,467

27,471 21,467

Total Calls

Average Speed to Answer

13 seconds

13 seconds 14 seconds 13 seconds 13 seconds

FY 2025 Projected

FY 2026 Estimated

FY 2022

FY 2023

FY2024

Web Start/Stop Service

Customer Transactions

6,246 5.24%

6,041

5,746

5,746 0.00%

5,746 0.00%

% Change

-3.27%

-4.88%

FY 2025 Projected

FY 2026 Estimated

FY 2022

FY 2023

FY2024

% Utility Customers on Surepay

32.07%

33.09%

33.92%

35.00%

36.00%

% Utility Customers on Ebilling

42.19%

44.79%

45.87%

47.00%

48.50%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%

FY 2022

FY 2023

FY2024

FY 2025 Projected FY 2026 Estimated

% Utility Customers on Surepay

% Utility Customers on Ebilling

FY 2025 Projected

FY 2026 Estimated

FY 2022

FY 2023

FY2024

Payment Method

Total Receipt Transactions

344,783

344,675

346,020

347,500

349,000

Web Transactions

133,594

136,399

141,528

145,950

150,070

IVR Transactions

7,114

7,993

5,956

6,500

7,000

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

38.75%

39.57%

40.90%

42.00%

43.00%

4.89%

2.10%

3.76%

3.12%

2.82%

2.06%

2.32%

1.72%

1.87%

2.01%

Change in IVR Transactions (%)

-3.66%

12.36%

-25.48%

9.13%

7.69%

102