Page 108 - Approved Annual Budget FY 2019-2020_Flat

General Fund

McAllen 311 Call Center

www.mcallen.net/Mcallen 311
Mission Department Summary
Statement: Actual Adj. Budget Estimated Budget

McAllen 311 provides Expenditure Detail: 17-18 18-19 18-19 19-20
easy to understand Personnel Services
communication Salaries and Wages $ 180,976 $ 216,799 $ 216,799 $ 243,193

between the City of Employee Benefits 53,599 65,421 65,421 75,137
McAllen and the Supplies 1,094 1,500 1,500 1,500
citizens of McAllen in Other Services and Charges 2,791 25,000 25,000 26,500
order to provide Maintenance - - - 25,000
municipal customer
service. Operations Subtotal 238,459 308,720 308,720 371,330

Capital Outlay - 5,100 5,100 18,947
Total Expenditures $ 238,459 $ 313,820 $ 313,820 $ 390,277
PERSONNEL
Exempt 1 1 1 1
Non-Exempt 6 6 6 7
Part-Time - - - -
Total Positions Authorized 7 7 7 8

Contact Us: MAJOR FY 19-20 GOALS
Marco Tovias 1.) Continue to use 311 Public Stuff app & Mcallen 311 Center to encourage code compliance. (4.1.3)
1300 Houston Ave 2.) Continue to improve the new McAllen 311 Customer Service Center & Mobile App. (5.2.1)
McAllen, TX 78501 3.) Introduce new Work Order System to be integrated into 311 Center. (5.2.2)
(956) 681-1000 4.) Continue working with city departments to maintain information up to date and increase
customer satisfaction.
5.) Promote the use of CRM software to other City departments.
6.) Continue customer service training for McAllen 311 staff.
7.) Complete ICS professional development courses for McAllen 311 staff.

Description: Performance Measures
Facilitate Actual Goal Estimated Goal
communication
between residents and FY 17-18 FY 18-19 FY 18-19 FY 19-20
city departments. Inputs:
Provide customer Number of full time employees 7 7 7 8
service and process Department Expenditures 238,460 313,820 313,820 390,277
requests for customers
calling departments Outputs:
such as Code

Enforcement, Traffic, Total number of customer contacts 116,549 110,000 114,400 117,500

Airport, Engineering, Number of work orders processed 103,573 100,000 104,000 105,000
and Public Works.
Effectiveness Measures:
Average talk time (seconds) 85 90 92 95
Average queue time (seconds) 29 20 18 20
Efficiency Measures:

Avg Speed of Answer (seconds) 26 6 15 15
Avg Calls per day 408 423 400 410
Department expenditures per capita $ 1.62 $ 2.12 $ 2.09 $ 2.57

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