Page 253 - Approved Annual Budget FY 2019-2020_Flat

Water Fund

Customer Relations
http://www.mcallenpublicutility.com/
Mission Department Summary
Statement: Actual Adj. Budget Estimated Budget
The Customer Expenditure Detail: 17-18 18-19 18-19 19-20
Relations Department Personnel Services
is committed to Salaries and Wages $ 635,069 $ 682,187 $ 668,840 $ 713,151
providing outstanding Employee Benefits 173,164 191,449 191,449 226,307
service for our internal Supplies 12,118 15,560 12,085 15,560
and external customers Other Services and Charges 69,662 149,637 145,757 71,304
through a friendly, Maintenance 38,719 40,534 40,333 42,486
knowledgeable and
professional staff that Operations Subtotal 928,732 1,079,367 1,058,464 1,068,808
will help inspire,
educate and problem- Capital Outlay 5,985 4,000 4,000 22,170
solve for our customers Total Expenditures $ 934,717 $ 1,083,367 $ 1,062,464 $ 1,090,978
through effective PERSONNEL
communication. Exempt 3 3 3 3
Non-Exempt 16 16 16 17
Part-Time - - - -
Total Positions Authorized 19 19 19 20

Contact Us: MAJOR FY 19-20 GOALS
Melba D. Carvajal 1.) Enhance the quality of service provided to customers through implementation of a Mobile Application
Director of Finance for as an additional source of payment.
Utilities
Pablo M. Rodriguez 2.) Increase volume of Mobile APP customers by 400 accounts.
Assistant Director
1300 Houston Avenue
McAllen, TX 78501
(956) 681-1600

Description: Performance Measures
The Customer Actual Goal Estimated Goal
Relations Department FY 17-18 FY 18-19 FY 18-19 FY 19-20
with a staff of 20 Inputs:
employees serves as the
primary point of Number of full time employees 19 19 19 20
contact for citizens Number of customer service agents 9 9 9 11
wishing to connect or Number of cashiers 9 9 9 9
disconnect water,
sewer, and sanitation Department Expenditures $ 934,717 $ 1,083,367 $ 1,062,464 $ 1,090,978
services and for Outputs:
payment of those Number of incoming calls 90,800 91,500 91,650 93,383
services. McAllen Number of payments processed 148,975 149,514 149,780 152,777
Public Utility strives to
continually enhance Number of customers serviced 535,820 537,240 535,820 538,110
the services provided to Number of active water accounts 46,580 46,795 47,962 47,395
our customers through Number of active sewer accounts 41,660 41,512 43,034 43,394
innovative technology Number of customer complaints 268 280 265 270
while maintaining some Effectiveness Measures:
of the lowest utility
rates in the Rio Grande Percent of bad debt expense 0.34% 0.34% 0.34% 0.34%
Valley and throughout Customer service complaints / 1000 accounts:
the State of Texas. Active Water accounts 5.75 5.98 5.53 5.70
Active Sewer accounts 6.43 6.75 6.16 6.22
Efficiency Measures:
Incoming calls responded per employee 10,089 10,167 10,183 8,489
Payments processed per employee 16,553 16,613 16,642 16,975
Customers serviced per employee 28,201 28,276 28,201 26,906
Department expenditures per employee $ 49,196 $ 57,019 $ 55,919 $ 54,549
Department expenditures per capita $ 6.35 $ 7.23 $ 7.09 $ 7.18

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