Page 304 - FY 2020-21 Blue Book Volume I

Finance

Customer Support
Program Changes Direct Cost Positions Total Cost
Changes in Salaries, Expense, Equipment, and Special
Continuation of Services
24. Cash Acceptance Unit 74,036 - 74,036
Increase funding in the Contractual Services Account for
security services related to the cash payments of business
taxes and licenses from cannabis businesses. Partial funding is
provided by the Cannabis Regulation Special Revenue Fund
($44,028).
EX: $74,036
Increased Services
25. Appointment and Queue System 36,048 - 36,048
Add funding in the Contractual Services Account for the service
fees of an electronic queue system, which allows public
counter customers at City Hall, Van Nuys, and West Los
Angeles to be placed in line via mobile phone, website, or on-
site kiosk.
EX: $36,048
New Services
26. Email Management System 11,700 - 11,700
Add funding in the Contractual Services Account for email
management system licenses to improve the response times to
customer emails.
EX: $11,700

27. Contact Center Communication Enhancement 3,844 - 3,844
Add one-time funding in the Contractual Services Account to
provide a better customer controlled callback system by
allowing customers to choose a callback time and phone
number.
EX: $3,844

Other Changes or Adjustments
28. Customer Support Supervision - - -
Add funding and regular authority for four Customer Service
Specialist IIs to supervise the work of clerical and customer
service employees in the Customer Support Division. Delete
funding and regular authority for four Principal Clerks. The
salary cost difference will be absorbed by the Department.
29. Cannabis Operations Supervision - - -
Add funding and regular authority for one Principal Tax
Compliance Officer to provide unit supervision of Cannabis
Operations. Delete funding and regular authority for one Tax
Compliance Officer III. The salary cost difference will be
absorbed by the Department.

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