Page 133 - Budget FY 2022-2023 - Update
P. 133
Adopted Budget 2023 City of McAllen, Texas
General Fund
McAllen 311 Call Center
https://www�mcallen�net/departments/311
Mission Statement: DEPARTMENT SUMMARY
McAllen 311 provides Actual Adj. Budget Estimated Budget
easy to understand 20-21 21-22 21-22 22-23
communication between Expenditure Detail:
the City of McAllen and Personnel Services
the citizens of Mcallen in Salaries and Wages $ 220,983 $ 311,744 $ 311,744 $ 338,967
order to provide municipal Employee Benefits 51,038 107,669 108,487 106,391
customer service� Supplies 460 1,500 1,500 1,500
Other Services and Charges 13,152 38,500 38,580 72,500
Maintenance 25,059 28,000 28,000 28,000
Operations Subtotal 310,690 487,413 488,311 547,359
Capital Outlay 11,265 39,356 39,356 -
Total Expenditures $ 321,956 $ 526,769 $ 527,667 $ 547,359
PERSONNEL
Exempt 1 1 1 1
Non-Exempt 5 8 8 8
Part-Time - - - -
Total Positions Authorized 6 9 9 9
Contact Us: MAJOR FY 22-23 GOALS
Marco Tovias 1� Use 311 App and McAllen 311 Center to encourage Code Compliance� (4�1�1)
1300 Houston Ave 2� Continue to improve the “McAllen 311” customer service center & mobile app by allowing residents to submit
McAllen, TX 78501 city complains and receive updated notice of timely resolution� (5�2�1)
(956) 681-1000 3� Complete and stay current with National Incident Management System trainings for current and new call
center staff�
4� Continue customer service training for McAllen 311 staff�
5� Continue assisting with EOC and Emergency Management programs and outbound calls as needed�
6. Continue to develop 311 software to simply its use and make it more efficient.
Description: PERFORMANCE MEASURES
Facilitate communication Actual Goal Estimated Goal
between residents FY 20-21 FY 21-22 FY 21-22 FY 22-23
and city departments� Inputs:
Provide customer service Number of full time employees 7 9 9 9
and process requests Department Expenditures 321,956 526,769 527,667 547,359
for customers calling Outputs:
departments such as
Code Enforcement, Traffic, Total number of customer contacts 135,655 128,000 124,000 125,000
Airport, Engineering, and Number of work orders processed 108,054 108,000 102,500 105,000
Public Works� Effectiveness Measures:
Average talk time (seconds) 66 100 110 120
Average queue time (seconds) 32 25 34 30
Efficiency Measures:
Avg Speed of Answer (seconds) 28 20 30 25
Avg Calls per day 534 492 450 475
Department expenditures per capita $ 2�23 $ 3�36 $ 3�59 $ 3�68
Population: 144,650 156,649 147,034 148,714
*N/A=Not Available, N/P=Not Provided
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