Page 180 - Microsoft Word - FY 2021 tax info sheet

PUBLIC WORKS DEPARTMENT
ADMINISTRATION DIVISION (100-50-501)

DEPARTMENT DESCRIPTION:
The Public Works Department is under the direction of the Director of Public Works. The department is responsible for the
direction and administration of all facets of engineering, inspection, street maintenance, flood plain management and street
lighting activities for the City.

DEPARTMENT/DIVISION GOALS:
1. Continuously review work processes to determine efficiency improvements and cost reduction opportunities.
2. Effectively manage and supervise the engineering, inspection, street maintenance and drainage divisions.
3. Provide professional development opportunities for all staff.
4. Review budgets monthly to ensure cost containment and adherence to policies.
5. Respond to citizens requests within 24 hours of receipt.
6. Provide the highest quality of internal staff support.
7. Provide exceptional customer service to Keller residents needing Public Works assistance.
8. Ensure that all invoices are submitted to the Finance Department within two weeks of receipt.
9. Actively manage all contracts, contract renewals, internal payment processes and council item scheduling.

DEPARTMENT/DIVISION OBJECTIVES:
1. Conduct a survey to track customer service interactions & satisfaction.
2. Sustain professional training opportunities for all staff.
3. Convert permitting to a fully online process.

SERVICE LEVEL ANALYSIS
FY 2021-22
FY 2019-20 FY 2020-21 FY 2020-21 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Customer Service Contacts 2,414 2,500 2,500 3,000
Invoices Processed 660 800 700 800

Permits Processed 551 450 500 550

PERFORMANCE INDICATORS
Permits Processed within 3 Days 85% 100% 100% 100%
PO Issued before Invoiced 90% 100% 100% 100%
Invoices Paid within 2 Weeks
89% 100% 90% 100%

178