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QUESTION
What accounts for the budget increase for 311 operations in fiscal year 2025?
1:07:19
ยท
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.