Final FY25 Adopted 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