2012-2013 Budget - City of Saginaw MI

SGTV – (summary of services)The SGTV Division uses technology applications and software to provide audio/visual, multimedia, voice and videobased projects for the City. In addition, this division provides internal technology support services to all departments,commissions and the City Council.Key Performance Indicator FY 2012 FY 2012 FY 2013 FY 2014Goal Actual Target ProjectionIncrease the number of collaborative projects with citydepartments3 5 7 7Call Center– (summary of services)The Call Center Division receives and answers general information calls and files complaints from citizens. In addition,this division serves as a liaison between departments and citizens to ensure concerns are adequately addressed in a timelymanner.Key Performance Indicator FY 2012GoalFY 2012ActualFY 2013TargetFY 2014ProjectionDecrease the average waiting time per call by 15seconds30 sec 53 sec 45 sec 40 secIncrease the number of calls answered on daily basis500 353 400 400Explanation of variances:The department’s ability to decrease the average waiting time per call by 15 seconds was not achieved in FY 2012.The reason for the lack of achievement is primarily associated to the vacancies in staff that are stationed in the call centerfrom the Department of Fiscal Services and the Office of the City Clerk. In FY 2013, the indictor has been adjusted to amore achievable KPI target.The department’s ability to increase the number of calls answered on a daily basis was 353 compared to the KPItarget of 500. This partial achievement can be attributed to the vacancies in staff that are stationed in the call center fromthe Department of Fiscal Services and the Office of the City Clerk. Also, note that the department’s KPI goal has beendecreased in subsequent years from 500 to 450 due to the staffing levels.409