Page 246 - Budget Book FY2020-2021

Water Fund

Customer Relations
http://www.mcallenpublicutility.com/
Mission Department Summary
Statement: Actual Adj. Budget Estimated Budget
The Customer Expenditure Detail: 18-19 19-20 19-20 20-21
Relations Department Personnel Services
is committed to Salaries and Wages $ 666,873 $ 728,010 $ 717,528 $ 728,024
providing outstanding Employee Benefits 175,482 228,624 228,624 234,621
service for our internal Supplies 10,824 15,560 12,110 15,560
and external customers Other Services and Charges 74,376 71,304 128,285 75,760
through a friendly, Maintenance 13,013 42,486 13,424 14,020
knowledgeable and
professional staff that Operations Subtotal 940,567 1,085,984 1,099,971 1,067,985
will help inspire,
educate and problem- Capital Outlay 3,160 22,170 20,971 10,100
solve for our customers Total Expenditures $ 943,727 $ 1,108,154 $ 1,120,942 $ 1,078,085
through effective PERSONNEL
communication. Exempt 3 3 3 3
Non-Exempt 16 17 17 17
Part-Time - - - -
Total Positions Authorized 19 20 20 20

Contact Us: MAJOR FY 20-21 GOALS
Melba D. Carvajal 1.) Enhance the quality of service provided to customers through implementation of a Mobile Application as
Director of Finance for an additional source of payment
Utilities
2.) Increase volume of Mobile APP customers by 400 accounts.
Pablo M. Rodriguez
Assistant Director
1300 Houston Avenue
McAllen, TX 78501
(956) 681-1600

Description: Performance Measures
The Customer Actual Goal Estimated Goal
Relations Department FY 18-19 FY 19-20 FY 19-20 FY 20-21
with a staff of 20 Inputs:
employees serves as the
primary point of Number of full time employees 19 20 20 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 $ 943,727 $ 1,108,154 $ 1,120,942 $ 1,078,085
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 Number of customers serviced 535,820 537,240 535,820 538,110
continually enhance
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 26,862 26,791 26,906
Department expenditures per employee $ 49,670 $ 55,408 $ 56,047 $ 53,904
Department expenditures per capita $ 6.33 $ 7.39 $ 7.41 $ 7.02

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