Page 153 - CityofBurlesonFY25AdoptedBudget

2024-25 ANNUAL PROGRAM OF SERVICES

Goals for FY 2024-2025
o Expand outreach efforts for Burleson 311 to increase citizen awareness and utilization of the
service
o Continue to work with emergency management to integrate 311/CRM into the city’s disaster
preparedness program
o Expand outreach efforts for our online utility billing services to increase customer awareness
and utilization of those options
o Update the city’s purchasing policies to ensure continued compliance and use of best practices
o Update the city’s contract routing process to enhance the city’s contract management and
document storage processes
o Re-evaluate and recommend updates to the solid waste and recycling services to reduce costs
while maintaining excellent service quality

Prior Year Accomplishments for FY 2023-2024
o Successfully implemented the Utility Customer Service Module of the Tyler Munis ERP, updating
a 20+ year old billing system
o Completed a 2024 citizen satisfaction survey with year-over-year insights that leverage a
dashboard to compare data with the 2022 survey, giving city council and city management
information and analysis for more intentional decision-making based on citizen feedback
o Cross-trained 311 call takers and utility customer service representatives to ensure continuous
high-level service to customers and stakeholders
o Worked alongside the Parks and Recreation Department to transition their phone calls to 311 in
an effort to provide the highest level of customer service to citizens over the phone and in
person
o 311 and UCS call takers transitioned from desktop computers to laptops and were equipped
with remote software capability to allow staff to work remotely, which will facilitate continuous
service during inclement weather events and initiate the integration of 311/CRM into the city’s
disaster preparedness program
o Successfully verified all vendors’ information and implemented a quarterly vendor verification
process to assure accuracy in vendors’ information and required documents
o The Purchasing Division was awarded with the Achievement of Excellence in Procurement, a
program designed to recognize organizational excellence in public procurement
o Worked alongside multiple departments to evaluate various processes and procedures in an
effort to streamline operations, enhance efficiency and optimize resource utilization

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