Master Proposed Book FY2023

Goals, objectives, and performance measures

Strategic Plan Goal: Department Goal: Department Objective:

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

Performance Measures:

FY 2022 Projected

FY 2023 Estimate

FY 2019

FY 2020

FY 2021

Active Accounts

26,414 23,364

26,726 20,272

26,978 21,829

27,247 23,329

27,519 24,829

Total Calls

Average Speed to Answer

13 seconds 12 seconds 12 seconds 12 seconds 12 seconds

FY 2022 Projected

FY 2023 Estimate

FY 2019

FY 2020

FY 2021

Web Start/Stop Service

Customer Transactions

5,249

5,919

6,304 6.50%

6,682 6.00%

7,083 6.00%

% Change

14.26%

12.76%

FY 2022 Projected

FY 2023 Estimate

FY 2019

FY 2020

FY 2021

% Utility Customers on Surepay*

* *

30.00% 35.00%

32.00% 39.00%

34.00% 41.00%

36.00% 43.00%

% Utility Customers on Ebilling* *New performance measure FY2020

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% 50.00%

FY 2020 FY 2021 FY 2022 Projected FY 2023 Estimate % Utility Customers on Surepay* * * % Utility Customers on Ebilling* * *

FY 2022 Projected

FY 2023 Estimate 351,000 122,850

FY 2019 347,399 110,891

FY 2020 350,805 116,914

FY 2021 342,235 127,363

Payment Method

Total Receipt Transactions

348,000 121,800

Web Transactions IVR Transactions

4,889

5,596

7,384

8,700

8,775

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

31.92%

33.33%

37.22%

35.00%

35.00%

3.08%

5.43%

8.94%

-4.37%

0.86%

1.41%

1.60%

2.16%

2.50%

2.50%

4.44%

14.46%

31.95%

17.82%

0.86%

103