Adopted Budget FY 2018-2019

General Fund
McAllen 311 Call Center
www.mcallen.net/Mcallen 311
Mission
Statement:
McAllen 311 provides
easy to understand
communication
between the City of
McAllen and the
citizens of Mcallen in
order to provide
municipal customer
service.
Department Summary
Actual Adj. Budget Estimated Budget
Expenditure Detail: 16-17 17-18 17-18 18-19
Personnel Services
Salaries and Wages $ 167,582 $ 185,641 $ 185,641 $ 210,533
Employee Benefits 49,251 57,895 57,895 64,444
Supplies 739 1,500 1,500 1,500
Other Services and Charges 120 3,000 3,000 25,000
Maintenance - - - -
Operations Subtotal 217,692 248,036 248,036 301,477
Capital Outlay 1,315 1,200 1,200 5,100
Total Expenditures $ 219,007 $ 249,236 $ 249,236 $ 306,577
PERSONNEL
Exempt 1 1 1 1
Non-Exempt 4 5 5 6
Part-Time - - - -
Total Positions Authorized 5 6 6 7
Contact Us:
MAJOR FY 18-19 GOALS
Marco Tovias 1.) Continue promoting app and call center usage to internal and external customers.
1300 Houston Ave 2.) Continue working with individual city departments to maintain information up to date and increase
McAllen, TX 78501 customer satisfaction.
(956) 681-1000 3.) Promote Accela integration and usage to various departments.
4.) Continued customer service training for 311 Center staff and city departamental staff.
5.) Continue to obtain NIMS certification for all 311 staff as well as complete professional development courses.
Description:
Facilitate
communication
between residents and
city departments.
Provide customer
service and process
requests for customers
calling departments
such as Code
Enforcement, Traffic,
Airport, Engineering,
and Public Works.
Performance Measures
Actual Goal Estimated Goal
FY 16-17 FY 17-18 FY 17-18 FY 18-19
Inputs:
Number of full time employees 5 6 6 7
Department Expenditures 219,007 249,236 249,236 306,577
Outputs:
Total number of customer contacts 97,701 102,000 109,568 110,000
Number of work orders processed 86,790 90,000 98,294 100,000
Effectiveness Measures:
Average talk time (seconds) 74 70 90 90
Average queue time (seconds) 17 20 21 20
Efficiency Measures:
Avg Speed of Answer (seconds) 4 3 8 6
Avg Calls per day 376 400 421 423
Department expenditures per capita $ 1.53 $ 1.71 $ 1.72 $
2.08
*N/A=Not Available, N/P=Not Provided
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