· Starting point
FY2022/23 budget moves 311 positions from IT Telecom to Utility Billing
The FY2022/23 budget's position distribution removes one hourly 311 customer service representative, two 311 Customer Service Representative II positions and one 311 Customer Service Supervisor from IT Telecom and adds the same four positions to the Utilities Office (Utility Billing), a supplemental total of $156,042. The same book's organization chart lists "Broadband/311" under the Assistant City Manager/CIO. The Utility Billing narrative describes InContact call center software with an auto-callback feature.[1]
What the sources say
- ✓ Verified
The FY2022/23 position distribution shows -1 hourly 311 Customer Service Rep (-$19,104), -2 311 Customer Service Rep II (-$81,667) and -1 311 Customer Service Supervisor (-$55,271) in IT Telecom (business unit 62033), and the same four positions added to the Utilities Office (business unit 52100) for a supplemental total of $156,042. [1]
- Positions
- 4
- Amount
- $156,042
- Hourly rep
- $19,104
- Rep ii
- $81,667
- Supervisor
- $55,271
- ✓ Verified
The FY2022/23 budget lists the transfer of the 311 positions to Utility Billing without stating a reason for it. [1]
- ✓ Verified
The FY2022/23 budget's organization chart lists "Broadband/311" among the areas under Rich Gagnon, Assistant City Manager/CIO. [1]
- ✓ Verified
The Utility Billing narrative in the FY2022/23 and later budgets says the department implemented InContact call center software, which it said reduced call wait times through an auto-callback feature and added email and chat. The budgets do not give a vendor contract or cost for it. [1][2]