Page 138 - City of McAllen - Approved Annual Budget Book FY 24-25
P. 138
City of McAllen, Texas Adopted Budget 2025
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 22-23 23-24 23-24 24-25
communication between Expenditure Detail:
the City of McAllen and Personnel Services
the citizens of Mcallen in Salaries and Wages $ 309,432 $ 364,399 $ 364,399 $ 367,182
order to provide municipal Employee Benefits 89,889 129,441 129,441 124,676
customer service� Supplies 972 1,500 1,500 1,500
Other Services and Charges 62,103 80,525 80,660 93,625
Maintenance 1,005 32,200 32,200 32,000
Operations Subtotal 463,401 608,065 608,200 618,984
Capital Outlay - 2,000 2,000 -
Total Expenditures $ 463,401 $ 610,065 $ 610,200 $ 618,984
PERSONNEL
Exempt 1 1 1 1
Non-Exempt 5 8 8 8
Total Positions Authorized 6 9 9 9
Contact Us: MAJOR FY 24-25 GOALS
Marco Tovias 1� The 311 Center will continue the customer relationship management program (CRM) to make it easier for
1300 Houston Ave residents to interact on code compliance efforts through technology and customer service� (4�1�01)
McAllen, TX 78501 2� The 311 Center will continue offering the “Ask McAllen” customer query technology software that allows
(956) 681-3111 residents to submit requests and questions through website chatbot and to also receive text alerts for
emergency or other important city-wide messages� (4�5�07) (5�2�02)
3� The 311 Center will continue to improve the “McAllen 311” Customer Service Center and mobile phone
application� (5�2�03)
4� Continue customer service training for McAllen 311 staff�
5� Continue assisting with EOC and Emergency Management programs and outbound calls�
6� Continue trainings and refreshers with city departments to ensure information provided is up to date�
Description: PERFORMANCE MEASURES
Facilitate communication Actual Goal Estimated Goal
between residents FY 22-23 FY 23-24 FY 23-24 FY 24-25
and city departments� Inputs:
Provide customer service Number of full time employees 6 9 9 9
and process requests Department Expenditures 463,401 610,065 610,200 618,984
for customers calling Outputs:
departments such as Total number of customer contacts 122,289 120,000 119,000 120,000
Code Enforcement, Traffic, Number of work orders processed 108,496 101,000 104,640 105,000
Airport, Engineering, and
Public Works� Effectiveness Measures:
Average talk time (seconds) 109 120 132 150
Average queue time (seconds) 42 30 50 30
Efficiency Measures:
Avg Speed of Answer (seconds) 37 25 40 30
Avg Calls per day 470 475 458 475
Department expenditures per capita $ 3�18 $ 4�02 $ 4�14 $ 4�14
Population: 145,790 147,099 147,539 149,383
*N/A=Not Available, N/P=Not Provided
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