FY27 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 2026 Projected

FY 2027 Estimated

FY 2023

FY2024

FY2025

Active Accounts

27,118 21,878

27,231 21,467

27,256 21,863

27,275 21,900

28,000 21,900

Total Calls

Average Speed to Answer

13 seconds 14 seconds 12 seconds 13 seconds 13 seconds

FY 2026 Projected

FY 2027 Estimated

FY 2023

FY2024

FY2025

Web Start/Stop Service

Customer Transactions

6,041

5,746

5,829

5,916 1.50%

6,005 1.50%

% Change

-3.27% -4.88% 1.45%

FY 2026 Projected

FY 2027 Estimated

FY 2023

FY2024

FY2025

% Utility Customers on Surepay % Utility Customers on Ebilling

33.09% 44.79%

33.92% 45.87%

34.79% 46.83%

35.56% 47.83%

36.43% 48.83%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%

FY 2023

FY2024

FY2025

FY 2026 Projected

FY 2027 Estimated

% Utility Customers on Surepay

% Utility Customers on Ebilling

FY 2026 Projected

FY 2027 Estimated

FY 2023

FY2024

FY2025

Payment Method

Total Receipt Transactions

344,675

346,020

348,462

350,462

352,462

Web Transactions

136,399

141,528

142,088

143,088

144,088

IVR Transactions

7,993

5,956

7,457

8,457

9,457

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

39.57%

40.90%

40.78%

40.83%

40.88%

2.10%

3.76%

0.40%

0.70%

0.70%

2.32%

1.72%

2.14%

2.41%

2.68%

12.36%

-25.48% 25.20%

13.41%

11.82%

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