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GENERALFUND
<br />FINANCE & MANAGEMENT SERVICES PROGRAM
<br />Treasury & Customer Service 01110130
<br />Statement of Purpose'; -
<br />To effectively assess and collect City taxes, licenses, utility charges, and other revenues in a courteous manner while providing
<br />for receipt, custody, and investment of Cityfunds through sound and prudent investment policies and procedures.
<br />This program is responsible for the effective receipt, custody, and recordation of all revenues, and for managing the City's
<br />investment portfolio and debt service on City bond issues. Treasury & Customer staff bill and collect several of the City's major
<br />revenues such as business license, utility users' tax, hotel visitors' tax, medical marijuana tax, cannabis operating agreement fees,
<br />PREP fees, dog license fees, paramedic subscriptions, municipal utility services charges (water, sewer, refuse, and sanitation).
<br />Municipal Utility Services (MUS) staff handles MUS customer service, water meter reading, and water turn -ons and turn-offs,
<br />,: Accom `lishments.in FY 2017 %1 � _�
<br />Implemented upgrade to Municipal Utility Services (MUS) hateraetive Voice Response (IVR) system for English language and
<br />Spanish language speech voice recognition.
<br />* Implemented Outbound IVR messaging for MUS customers (including penalty notification & 48 In. tum -off notification).
<br />* Implemented integration of City Cashiering Program fNovab) with DataTieket to enlimice PD Parking Citation Administration.
<br />* Implemented electronic security protocol upgrade for credit card processing between City's (enQuesta) MUS Application's web -
<br />contact module and City's cloud -based Eleotronie Bill Presentment and Payment Presentation Processor (Invoice Cloud).
<br />* Developed and implemented an invoicing and remittance process for Adult -Use Cannabis Retailer Operating Agreement fees.
<br />* Professionally translated Business License Tax & MUS web page content into Spanish including downloadable Spanish
<br />language versions of all regular Business License Tax & MUS forms.
<br />Comprehensively revised SAMC Chap. 39 (Water & Sewer), Chap. 18 (Sanitation), Chap. 16 (Refuse) relating to MUS.
<br />hnplemented Payee Name Verification on Positive Pay Banking with IP Morgan Chase Banking Services.
<br />Ob'ectives for FY 2018 19 -
<br />* Complete upgrade to Payment ICosk to remote CORE -Connect hosting to improve functionality, maintenance, and system life.
<br />• Expand number of fully configured Cashier Windows to accommodate Q -uratic customer flow and high due date demand.
<br />* Upgrade Interactive Voice Response (IVR) system to include Dog Licensing (English, Spanish, and Vietnamese).
<br />* Professionally translate Business License Tax & MUS web page content into Vietnamese - including all downloadable forms.
<br />* Comprehensively revise City of Santa Ana Investment Policy Statement to establish ]Highest level of best practices guidelines.
<br />* Work together with IT to evaluate replacement for 19 year old Treasury & Customer Service Call Sequencer System.
<br />* Work together with PWA & IT to support development of Advanced Metering Infrastructure (AMI) program for MUS.
<br />PERFORMANCE MEASURES
<br />Actual:
<br />: gctual
<br />Estimated
<br />`:. Objective n:
<br />. -.
<br />r. FY 16 16 „�
<br />, , FY 16717
<br />Service Level
<br /># of business tax accounts (annual max)
<br />29,107
<br />30,593
<br />30,800
<br />31,500
<br /># of hotel visitor's tax reports processed
<br />432
<br />432
<br />432
<br />432
<br /># of dog licenses
<br />15,975
<br />15,904
<br />15,500
<br />16,000
<br /># of MUS bills processed
<br />325,214
<br />325,841
<br />326,600
<br />327,300
<br /># of water meters read
<br />270,300
<br />270,678
<br />271,300
<br />271,800
<br /># of customers sewed at cashier counter windows
<br />88,670
<br />90,347
<br />80,600
<br />81,000
<br /># of delinquent MUS accounts turned off
<br />1,370
<br />1,557
<br />1,700
<br />1,600
<br />ft of utility users'tax renuttarees processed
<br />3,012
<br />3,120
<br />3,384
<br />3,480
<br /># of paramedic subscription processed
<br />7,203
<br />6,633
<br />6,650
<br />7,000
<br /># of parking citations payments processed
<br />13,489
<br />15,555 t
<br />11,270
<br />11,300
<br /># of LAR payments processed
<br />7,144
<br />6,997
<br />6,600
<br />6,700
<br /># of road, nnaijuana/camnbis remittances processed
<br />71
<br />192
<br />274
<br />800
<br /># of electronic payments processed
<br />126,049
<br />131,833
<br />148,600
<br />155,000
<br />Average Meter Reader reads per day
<br />750
<br />700
<br />650
<br />750
<br />Effectiveness
<br />% of payments received and processed same day
<br />100%
<br />100%
<br />100%
<br />100%
<br />% of available funds invested
<br />100%
<br />100%
<br />100%
<br />100%
<br />I Increase due to transition of Parking Citation Admin
<br /># Increase due to Adult-Use/Commercial Cannabis
<br />2-29
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