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DEPARTMENT OF ENVIRONMENTAL SERVICES
SOLID WASTE DIVISION
CUSTOMER SERVICE/ADMINISTRATIVE PROGRAM
PROGRAM MISSION: To
provide high quality customer service that supports the environmental and
administrative programs of the Solid Waste Division (SWD) and the Utilities
Services Office and to enforce the relevant sections of the County Code for
refuse and recycling to ensure County standards and safety requirements are
met.
The Customer Service/Administrative Program provides high
level customer service through processing service requests, providing
information on Solid Waste Division programs and Utilities Services billing
through calls, faxes and on-line services and acting as the Division's quality
assurance agent. The implementation in FY 2003 of new hardware and software
will provide residents with a system that is easy to use and access twenty-four
hours a day, seven days a week at their convenience, minimizing waiting
time. The Codes Inspection position
within this program enforces the relevant sections of the County code for
refuse and recycling. The
Administrative Program's functions include administering the Division's
policies and procedures, initiating and tracking personnel/payroll
documentation and conducting training activities.
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Customer
Service/Administrative Program
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FY 2002
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FY 2003
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FY 2004
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% Change:
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Actual
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Adopted
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Proposed
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'03 to '04
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Personnel
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$368,038
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$436,140
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$464,036
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6%
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Non-Personnel
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135,908
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128,495
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158,293
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23%
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Total Expenditures
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503,946
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564,635
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622,329
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10%
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Revenues
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$521,946
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$564,635
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$633,329
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12%
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Net Tax Support
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(18,000)
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-
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(11,000)
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-
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Authorized FTEs
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9.5
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9.5
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9.5
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Funded FTEs
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9.5
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9.5
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9.5
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SIGNIFICANT BUDGET HIGHLIGHTS:
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The increase in personnel costs ($27,896) is due to
normal step increases, new hires at above entry steps and to an adjustment to
the overtime budget ($4,456).
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The increase in non-personnel expenditures ($29,798)
includes additional funds for employee training ($4,000), office and operating
supplies ($8,794) to cover additional expenses for the reconfiguration of the
Call Center, photocopier lease costs ($6,200) and higher Work for Others
charges ($3,096).
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Increase in revenue is funded by the Household Solid
Waste Rate.
PERFORMANCE MEASURES:
Objective: To provide a system that residents can
easily use to receive information on current programs and to request services
from the Solid Waste Division and Utilities Services Office in a timely and
convenient manner that minimizes customer waiting time, as well as to enforce
the relevant sections of the County code for refuse and recycling.
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FY 2001
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FY 2002
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FY 2003
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FY 2004
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FY 2004
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Actual
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Actual
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Estimate
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Estimate
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Target
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Mission
Outcome Measures
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Customer satisfaction with customer service
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N/A
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N/A
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75%
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80%
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80%
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Average
speed of answer
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N/A
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N/A
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N/A
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30 seconds
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30 seconds
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Abandon
rate
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N/A
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N/A
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N/A
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5%
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5%
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Workload Measures
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Work orders processed for Solid Waste Division
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48,390
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49,000
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49,000
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49,000
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N/A
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Calls taken
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68,560
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83,832
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80,500
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80,000
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N/A
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Efficiency
Measures
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Complaints about call center received as
percentage of total volume
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1%
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1%
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1%
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<1%
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<1%
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Payment discrepancies resolved within 2
business days
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95%
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95%
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98%
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100%
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100%
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Customer satisfaction
is a new performance measure for FY 2003.
The measure reflects the percentage of customers ranking the service as
good or excellent (4 or 5 on a 5 point scale).
FUTURE BUDGET CONSIDERATIONS:
The following programmatic considerations may significantly affect the program
performance or budget in the next one to two years.
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The Customer Service Program will continue enhancing
service to the citizens of Arlington County.
As the focus on customer service continues, new technologies will be
explored and procured as necessary to maintain a state-of-the-art customer
service center.
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