Adopted Budget FY 2018-2019
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Water Fund<br />
Customer Relations<br />
www.mcallen.net/mpu/departments/customer<br />
Mission<br />
Statement:<br />
The Customer<br />
Relations Department<br />
is committed to<br />
providing outstanding<br />
service for our internal<br />
and external customers<br />
through a friendly,<br />
knowledgeable and<br />
professional staff that<br />
will help inspire,<br />
educate and problemsolve<br />
for our customers<br />
through effective<br />
communication.<br />
Contact Us:<br />
Melba D. Carvajal<br />
Director of Finance for<br />
Utilities<br />
Pablo M. Rodriguez<br />
Assistant Director<br />
1300 Houston Avenue<br />
McAllen, TX 78501<br />
(956) 681-1600<br />
Department Summary<br />
Actual Adj. <strong>Budget</strong> Estimated <strong>Budget</strong><br />
Expenditure Detail: 16-17 17-18 17-18 18-19<br />
Personnel Services<br />
Salaries and Wages $ 629,684 $ 661,850 $ 638,522 $ 662,449<br />
Employee Benefits 168,244 190,326 190,326 188,370<br />
Supplies 14,466 15,560 13,935 15,560<br />
Other Services and Charges 60,459 59,664 57,732 149,637<br />
Maintenance 37,090 37,995 37,265 40,534<br />
Operations Subtotal 909,943 965,395 937,780 1,056,550<br />
Capital Outlay 2,954 8,234 6,197 4,000<br />
Total Expenditures $ 912,897 $ 973,629 $ 943,977 $ 1,060,550<br />
PERSONNEL<br />
Exempt 3 3 3 3<br />
Non-Exempt 15 16 16 16<br />
Part-Time - - - -<br />
Total Positions Authorized 18 19 19 19<br />
1.) Enhance the quality of service provided to customers through implementation of a Mobile Application<br />
as an additional source of payment.<br />
MAJOR <strong>FY</strong> 18-19 GOALS<br />
2.) Increase volume of Bank Draft customers by 600 accounts.<br />
Description:<br />
The Customer<br />
Relations Department<br />
with a staff of 19<br />
employees serves as the<br />
primary point of<br />
contact for citizens<br />
wishing to connect or<br />
disconnect water,<br />
sewer, and sanitation<br />
services and for<br />
payment of those<br />
services. McAllen<br />
Public Utility strives to<br />
continually enhance<br />
the services provided to<br />
our customers through<br />
innovative technology<br />
while maintaining some<br />
of the lowest utility<br />
rates in the Rio Grande<br />
Valley and throughout<br />
the State of Texas.<br />
Performance Measures<br />
Inputs:<br />
Actual Goal Estimated Goal<br />
<strong>FY</strong> 16-17 <strong>FY</strong> 17-18 <strong>FY</strong> 17-18 <strong>FY</strong> 18-19<br />
Number of full time employees 18 19 19 19<br />
Number of customer service agents 9 8 9 10<br />
Number of cashiers 9 9 9 9<br />
Department Expenditures $ 912,897 $ 973,629 $ 943,977 $ 1,060,550<br />
Outputs:<br />
Number of incoming calls 88,758 91,500 98,750 93,383<br />
Number of payments processed 144,982 149,514 148,975 150,212<br />
Number of customers serviced 527,625 537,240 535,820 538,240<br />
Number of active water accounts 46,195 46,795 47,685 47,395<br />
Number of active sewer accounts 40,912 41,512 41,412 42,112<br />
Number of customer complaints 250 280 265 270<br />
Effectiveness Measures:<br />
Percent of bad debt expense 0.34% 0.34% 0.34% 0.34%<br />
Active Water accounts 5.41 5.98 5.56 5.70<br />
Active Sewer accounts 6.11 6.75 6.40 6.41<br />
Efficiency Measures:<br />
Incoming calls responded per employee 9,862 10,167 10,089 9,338<br />
Payments processed per employee 16,109 16,613 16,553 16,690<br />
Customers serviced per employee 27,770 28,276 28,201 28,328<br />
Department expenditures per employee $ 50,717 $ 51,244 $ 49,683 $ 55,818<br />
Department expenditures per capita $ 6.38 $ 6.70 $ 6.39 $ 7.18<br />
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