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QUESTION

What accounts for the budget increase for 311 operations in fiscal year 2025?

1:07:19

·

68 sec

The budget increase for 311 operations in fiscal year 2025 is due to non-baseline items including third-party support during call volume surges and upgrades to core systems.

Third-party support vendors are employed during periods of increased call volume, which was notably seen during the pandemic, to decrease wait times.
The pandemic led to a significant increase in call volume and wait times for 311, prompting the need for additional support.
Upgrades are being made to 311's core systems to accommodate policy updates from agencies, which alters the level of service provided to the public.
These system upgrades require updating the back end to support the changed service levels.

Erik D. Bottcher

1:07:19

The preliminary plan includes most two point 7,000,000 more for 311 operations in fiscal 225 as compared to the fiscal 2024 adopted budget.

1:07:34

What accounts for the increase in the budget for 311?

1:07:38

And for particular?

Matthew Fraser

1:07:40

So for 301, there's a number of things that are not baseline in 3011's operating expense.

1:07:45

During the pandemic with the increased call volume that we saw and the wait times that we saw.

1:07:52

One of the things that we also brought in was a 3rd party support vendor to help support through on one phone calls that surge.

1:07:58

So we have periods of times.

1:08:00

We're through one cold volume surges.

1:08:01

We bring in a third party vendor that helps feed some of the fields, some of those calls.

1:08:05

And that gives us the capability to bring down the total wait time across the entire 1 call pipe relation.

1:08:12

In addition to that, there are some upgrades that we're making to three one one's core systems.

1:08:17

So we recently put some systems in place, agencies have policy updates that change the level of service that people get out of through 1.

1:08:24

So we also have to update the back end to support that.

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