· Related development
FY2023/24 budget plans "311 Informational Services" through the Utility Billing contact center
The FY2023/24 budget says Utility Billing contact center staff had gone live taking calls for Solid Waste, Community Development and Animal Management, and that the department wanted to add departments and "proceed with the implementation of 311 Informational Services by utilizing our current Contact Center." The Utilities Office staffing list includes 12 311 Call Center Agents, three 311 Call Center Leads, one 311 Call Center Supervisor and four hourly 311 Call Center Agents.[1]
What the sources say
- ✓ Verified
The FY2023/24 budget said contact center staff had trained and gone live with Solid Waste, Community Development and Animal Management, and that within the next year the department wanted to add departments and "proceed with the implementation of 311 Informational Services with the reorganization of our current operations." [1]
- ✓ Verified
The FY2023/24 Utilities Office position list (73 positions) includes 12 311 Call Center Agents, three 311 Call Center Leads, one 311 Call Center Supervisor and four hourly 311 Call Center Agents. [1]
- Agents
- 12
- Leads
- 3
- Supervisors
- 1
- Hourly agents
- 4
- ✓ Verified
The FY2023/24 budget reports 70% of contact center calls handled within three minutes in FY2021/22 (actual) and FY2022/23 (estimated), with 75% projected for FY2023/24. [1]
- Handled within 3min fy2022
- 70%
- Handled within 3min fy2023 est
- 70%
- Handled within 3min fy2024 proj
- 75%