Page 109 - Budget Book FY2020-2021

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: 18-19 19-20 19-20 20-21
easy to understand Personnel Services
communication Salaries and Wages $ 216,027 $ 223,785 $ 223,785 $ 248,948

between the City of Employee Benefits 45,220 75,800 75,800 85,734
McAllen and the Supplies 411 1,500 1,500 1,500
citizens of McAllen in Other Services and Charges 22,541 22,190 22,190 26,500
order to provide Maintenance - 25,000 25,000 28,000
municipal customer
service. Operations Subtotal 284,199 348,275 348,275 390,682
Capital Outlay 1,778 21,037 21,037 11,200
Total Expenditures $ 285,977 $ 369,312 $ 369,312 $ 401,882
PERSONNEL
Exempt 1 1 1 1
Non-Exempt 6 7 6 7
Part-Time - - - -
Total Positions Authorized 7 8 7 8

Contact Us: MAJOR FY 20-21 GOALS
1.) Use 311 "Public Stuff" App & McAllen 311 Center to encourage code compliance. (4.1.3)
Marco Tovias
1300 Houston Ave. 2.) Continue working with city departments to maintain information up to date and increase customer
McAllen TX. 78501 3.) Promote and establish training for the use of new CRM software within other city departments.
(956)681-3111 4.) Continue customer service training for McAllen 311 staff.
5.) Complete ICS professional development courses for McAllen 311 staff.
6.)Continue to improve the new "McAllen 311" Customer Service Center & mobile app. (5.2.1)
7.) Introduced new Work Order system, to be integrated into 311 center.(5.2.2)

Description: Performance Measures
Facilitate Actual Goal Estimated Goal
communication
between residents and FY 18-19 FY 19-20 FY 19-20 FY 20-21
city departments. Inputs:
Provide customer Number of full time employees 7 8 7 8
service and process Department Expenditures 285,977 369,312 369,312 401,882
requests for customers
calling departments Outputs:
such as Code

Enforcement, Traffic, Total number of customer contacts 123,231 117,500 110,650 120,000

Airport, Engineering, Number of work orders processed 103,534 105,000 100,000 105,000
and Public Works.
Effectiveness Measures:
Average talk time (seconds) 123 95 126 120

Average queue time (seconds) 20 20 22 20
Efficiency Measures:

Avg Speed of Answer (seconds) 17 15 20 18
Avg Calls per day 482 410 434 450
Department expenditures per capita $ 1.92 $ 2.57 $ 2.61 $ 2.62

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