Page 429 - FY 2020-21 Blue Book Volume I

Information Technology Agency

Customer Engagement
Program Changes Direct Cost Positions Total Cost
Changes in Salaries, Expense, Equipment, and Special
Continuation of Services
20. 3-1-1 Call Center Staffing 840,578 14 1,292,928
Continue funding and add regular authority for 14 positions,
consisting of one Senior Communications Operator I and 13
Communications Information Representative lls to respond to
90 percent of calls within two minutes and handle non-
emergency calls for City animal shelters. Funding is provided
by the Telecommunications Development Account ($378,260),
Building and Safety Building Permit Enterprise Fund
($302,608), Sewer Construction and Maintenance Fund
($8,406), and Solid Waste Resources Revenue Fund
($151,304). Related costs consist of employee benefits.
SG: $840,578
Related Costs: $452,350
Other Changes or Adjustments

21. 3-1-1 Call Center Support - - -
Reallocate one Senior Communications Operator II position to
one Principal Communications Operator. The Principal
Communications Operator will respond to more complex
assignments and support the Chief Communications Operator
on overall call center operations. Reallocation of the position is
subject to approval by the Board of Civil Service
Commissioners. The incremental salary cost will be absorbed
by the department.
TOTAL Customer Engagement (709,595) 16

D 2019-20 Program Budget 6,421,459 58
Changes in Salaries, Expense, Equipment, and Special (709,595) 16
2020-21 PROGRAM BUDGET 5,711,864 74

407