Finance - Customer Contacts

Performance Measure

Number of Customer Contacts.


10% Increase in electronic contacts.

Analysis of Performance*

Improved effectiveness thru customers utilizing electronic methods to make payments and resolve issues.

Metric Definition*

The metric analyzes all means of customer contact with the Customer Services Division including those in person, by phone, on our website and by other means.


As the City increases electronic customer contacts and the resolution of their issues through electronic (self-service) methods, less staff time is used; thus, freeing staff to perform other essential duties.  It also reduces wait times in the lobby and on the phone for our customers.

Impact on Performance*

Improves customer interaction with Customer Services Division thus improving delivery of service.


  • Analysis of Performance: Explains how data results are  displayed, anomalies, or other points that went into generating the numbers.
  • Metric Definition: Identifies what constitutes the metric and identifies combined classifications
  • Importance: Tells why the metric is important and how it is useful, or, what will it help the City accomplish or understand by knowing
  • Impact on Performance: States how this measure is an indicator of or influencer on the delivery of service?