1997 AGN NOV 18 I10 - Laserfiche WebLink

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a CITY OF COLTON AGENDA REPORT CITY COUNCIL MEETING NOVEMBER 18, 1997 TO: Honorable Mayor and City Council APPROVED: Len Wood, Interim City Manager AU) FROM: Anna A. Vega, Finance Directoc�-�� I SUBJECT: Request to Fill the Finance - Customer Service Representative Position with Two Part-time Employees. DATE: November 11, 1997 BACKGROUND The 1997-98 FY Budget includes funding for 9 employees in Customer Service. Those employees are 1 Manager, 1 Sr. Customer Service Representative and 7 Customer Service Representatives. These positions are critical to the division in order to provide good customer service. On August 19, 1997 one of the Customer Service Representatives was terminated due to disability. This created an opportunity to restructure the division. DISCUSION/ANALYSIS Due to the Customer Service Representative vacancy the workload has increased for the other staff members. At this time staff is asked to work overtime in order to keep up the daily duties. In addition, staff accuracy may be affected due to insufficient time necessary to meet timelines of a billing process. During the month of October 1997, a daily average of 1076 payments were processed. There were also 199 telephone calls attended to. A daily average of 102 calls went unanswered due to customers hanging up after having to wait about 3.73 minutes. The actual activity for October, a 17 workday cycle, is as follows: Walk-in Customers 2,781 Drive Through Window 1,759 Applications/Miscellaneous 1,759 Mailed payments processed 8,017 Larson's Pharmacy 11099 Total activity handled by 5 employees 18,291 Telephone Calls answered handled by 2 Reps 3,190 Telephone Calls abandoned 1,640 As noted on the attached monthly activity report, Mondays and the first of the month tend to be high volume days. Due to this customer trend, additional staff is necessary to meet the customer demands. Therefore, two part-time employees would be deployed on the high volume days to assist customers. ALTERNATIVES Fill the existing full time customer service representative position. Item # 10