23,648

Source: PDF p. 458 · raw: 458

Breadcrumb: 3 city ops › City-Ops-DPs_0 › Package Details › 23,648

23,648 - City Operations-311 Program-City Council Constituent Services Service Area City Operations DCA Sara Morrissey Bureau Name Office of City Operations Director Sara Morrissey Funding Type Name General Fund Addition Status: Recommended Package Desc Expense Recommended Total This package would allocate $211,752 in ongoing funding to support constituent service technology External Materials and Services $67,620 and staffing support. This allocation includes $46,020 for constituent service technology licenses Personnel $144,132 (Zendesk) for the Mayor’s Office staff (2), City Councilor’s staff (1 per office), Council Operations staff (1 per district), and Executive Office Staff (1 per office). It also includes $165,732 for 1 FTE $211,752 Customer Service Representative I and 0.2 FTE Supervisor I in the 311 Program to support efficient monitoring, triage, and response to constituent inquiries. Council and Executive Offices are using Revenue Recommended Total Zendesk, with 311 support, to manage and more effectively respond to constituent inquiries after a successful pilot in 2024. However, funding for licenses and 311 staff time is not budgeted after June General Fund Discretionary $92,514 30, 2024. General Fund Overhead $119,238 Service Impacts $211,752 Council Offices are likely to receive tens of thousands of constituent contacts each year. This package would enhance the quality and responsiveness of Council’s constituent relations by providing improved contact management tools and support. It would reduce costs by increasing efficiency, improving coordination, and minimizing redundant efforts. Additionally, it provides capacity for 311 Program staff to a) triage Council constituent inquiries and quickly assist those with administrative reports and requests and b) directly support Council and Executive Offices in their use of Zendesk. Equity Impacts This package would increase the accessibility of City government; provide tools to ensure consistency in responsiveness to community members, regardless of their background or circumstances; and allow the 311 Program’s 7-day/week, multi-lingual customer service to better support community members who are reaching out to City Council directly.

Parent: Package Details · PDF: p. 458