FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan Government

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FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan Government Powered By Docstoc
					                              FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan

                                                   Government Information Center


The Government Information Center (GIC) is a link between County government and its more than two million residents. The
GIC has three strategic goals: improve community access to information and services, strengthen the bond between the
community and Miami-Dade County government and provide accountability to the public at every level of the organization

As part of the Enabling Strategies strategic area, the Department brings County government closer to residents by providing
convenient access through the 311 Answer Center (a local government telephone 'hotline/helpdesk'), the County web portal
(www.miamidade.gov), five service direct outreach offices, Miami-Dade Television (MDTV), printed material, and multi-lingual
radio programming. GIC uses these service channels to facilitate customer education and marketing efforts for individual
County departments and to support enterprise branding efforts such as "Delivering Excellence Every Day." The Department is
also responsible for conducting and managing enterprise feedback and customer satisfaction assessments for all County
services; the results of these efforts drive quality improvements and support performance tracking and reporting throughout
County government. The Government Information Center serves a variety of stakeholders including elected officials, County
departments, municipalities, and the public.

The Government Information Center serves a variety of stakeholders including elected officials, County departments,
municipalities, and the public.

                                                    FY 2008-09 Adopted Budget

                  Expenditures by Activity                                              Revenues by Source
                          (dollars in thousands)                                          (dollars in thousands)

                 Team Metro
                  Outreach                                                                                            UMSA
                   $1,906                                                                                          General Fund
                                                                                                                      $5,076
                                                                         Countywide
  Miami-Dade TV                                                          General Fund
     $2,186                                                                $11,845
                                                                                                                        Proprietary
    Customer                                          311 Answer                                                        Fee Funds
     Service                                            Center                                                             $15
                                                        $10,789
   Development
      $5,182
                                                                                                                       Interagency
                                                                                                                         Transfer
           Administration                                                                                                 $4,141
              $1,014




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                     FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


TABLE OF ORGANIZATION

                                                            DIRECTOR

        Oversees the management of the Department and provides overall administration to departmental operations

                                            FY 07-08                       FY 08-09
                                                 2                             2


                        ADMINISTRATION                                                    MIAMI-DADE TV

        Directs all personnel, procurement, contract                    Administers production and programming of the
        management, and budgeting functions                             government access television channel

            FY 07-08                      FY 08-09                           FY 07-08                   FY 08-09
                 7                            7                                  18                         16



             CUSTOMER SERVICE DEVELOPMENT                                               311 ANSWER CENTER

        Develops and manages technology solutions to                    Manages the day-to-day operations of the 311
        deliver one-stop/end-to-end County government                   Answer Center, which provides centralized
        services to the public                                          telephone access to government information and
                                                                        service requests
            FY 07-08                      FY 08-09
              48                              47                             FY 07-08                   FY 08-09
                                                                                140                        147


                                                  TEAM METRO OUTREACH

                                     Establishes a centralized outreach strategic plan based
                                     upon assessed community needs; and coordinates
                                     outreach activities carried out by regional office staff

                                            FY 07-08                      FY 08-09
                                               0                              17




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                               FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


FINANCIAL SUMMARY

                                                   Actual  Budget        Adopted                                                 Total Funding       Total Positions
(dollars in thousands)                           FY 06-07 FY 07-08      FY 08-09             (dollars in thousands)           Budget     Adopted    Budget       Adopted
                                                                                             Expenditure By Program          FY 07-08 FY 08-09     FY 07-08 FY 08-09
Revenue Summary
 General Fund Countywide                           7,441       9,778         11,845          Strategic Area: Enabling Strategies
 General Fund UMSA                                     0       4,394          5,076            311 Answer Center                  9,648   10,789          140      147
 Carryover                                         1,421          41              0            Administration                       945    1,014            9        9
 Fees for Services                                     0          32             15            Customer Service Development       5,043    5,182           48       47
 Interagency Transfers                             1,099       3,576          4,141            Miami-Dade TV                      2,185    2,186           18       16
                            Total Revenues         9,961      17,821         21,077            Team Metro Outreach                    0    1,906            0       17
                                                                                                  Total Operating Expenditures   17,821   21,077          215      236
Operating Expenditures Summary
  Salary                                            6,348     11,536         13,478
  Fringe Benefits                                   2,006      3,785          4,457
  Other Operating                                   1,452      2,292          2,965
  Capital                                             155        208            177
                Total Operating Expenditures        9,961     17,821         21,077




CAPITAL BUDGET SUMMARY
(dollars in thousands)                               PRIOR      FY 08-09        FY 09-10       FY 10-11    FY 11-12     FY 12-13    FY 13-14   FUTURE           TOTAL
Revenue
  Capital Outlay Reserve                              1,026            715               0            0            0           0           0          0           1,741
                                        Total:        1,026            715               0            0            0           0           0          0           1,741
Expenditures
  Strategic Area: Enabling Strategies
   Equipment Acquisition                              1,026            405               0            0            0           0           0          0           1,431
   Other                                                  0            310               0            0            0           0           0          0             310
                                        Total:        1,026            715               0            0            0           0           0          0           1,741




SELECTED ITEM HIGHLIGHTS AND DETAILS

                                                                                                                (dollars in thousands)
Line Item Highlights                                                                    Actual           Actual          Budget             Actual           Budget
                                                                                      FY 05-06         FY 06-07         FY 07-08          FY 07-08          FY 08-09
Contract Temporary Employees                                                               371              318              230               565               180
Rent                                                                                        56               27               27                30                34
Travel                                                                                      22               15               23                14                23




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                          FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


DIVISION: 311 ANSWER CENTER
The 311 Answer Center provides the public with centralized telephone access to government information and service requests
via the three digit number "311."

    •    Manages the day-to-day operations of the 311 Answer Center
    •    Develops and maintains a comprehensive knowledge base of government information and services and applies
         quality assurance measures to improve service delivery


Strategic Plan Outcome - Measures
    • NU2-2: Improved community access to information and services (priority outcome)
                                                            FY 06-07                     FY 07-08                              FY 08-09
      Objectives                  Measures             Target       Actual        Target        Actual                          Target
                          Average call wait time (in
                                                         60           63            60           102                             90
 Provide quality service  seconds)*
 delivery                 Average customer
                          satisfaction with 311         80%          81%           80%           80%                             80%
                          Answer Center
*FY 2007-08 actual increase due to the integration of Transit center calls with 311 and lengthier more complex call received
                                                                        FY 06-07                         FY 07-08              FY 08-09
        Objectives                      Measures                    Target     Actual           Target          Actual          Target
 Increase access to
 government information         Call volume (in millions)             2.2           2.3           2.6             2.5            2.4
 and services



BUDGET PRIORITIES

    •    Miami-Dade Transit will continue to fund 311 Answer Center to respond to Transit Call Center calls ($2.808 million)
    •    Provide 311 Answer Center service during hours that are convenient for the public




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                       FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


DIVISION: ADMINISTRATION
The Administration division oversees the management of the department and provides overall administration to departmental
operations.

    •   Formulates and directs overall policy for the delivery of County services via digital channels, such as the Internet and
        311; manages a countywide quality assurance program and develops customer relationship management strategies
    •   Oversees and directs the Miami-Dade Television and marketing and Public Affairs components of the County's
        communications programs
    •   Oversees and directs five service direct outreach offices located throughout the county
    •   Directs all personnel, procurement, contract management, and budgeting functions
    •   Develops and manages internal controls, agenda coordination, grant administration, and accounting functions
    •   Supervises departmental performance reporting and oversees training for all personnel


Strategic Plan Outcome - Measures
     • ES9-3: Achievement of performance targets (priority outcome)
                                                                FY 06-07                         FY 07-08            FY 08-09
       Objectives                 Measures                 Target      Actual           Target          Actual        Target
                          Invoices paid within 45
 Efficiently manage                                         N/A         N/A              85%            85%             85%
                          calendar days
 administrative, budget,
                          Recruitments processed
 and personnel functions  within 45 calendar days of        N/A         N/A              80%            75%             80%
                          OSBM approval




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                      FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


DIVISION: MIAMI-DADE TV
The Miami-Dade Television (MDTV) unit administers production and programming of the government access television
channel.

    •   Provides gavel-to-gavel television coverage of all Board of County Commissioners plenary and subcommittee
        meetings
    •   Produces original television programming


Strategic Plan Outcome - Measures
    • NU2-1: Strengthened bond between the community and Miami-Dade County government (priority outcome)
                                                          FY 06-07                 FY 07-08           FY 08-09
      Objectives                Measures             Target      Actual     Target        Actual        Target
                          Percentage of Board of
                          County Commissioners'
                          meetings successfully        N/A        N/A        99%          100%           99%
                          broadcast on Miami-Dade
 Increase access to       TV
 government information   Percentage of Board of
 and services             County Commissioners'
                                                       N/A        N/A        90%           93%           90%
                          meetings successfully
                          webcast
                          New Miami-Dade Now and
                          Miami-Dade Ahora             20          20         20            19            20
                          episodes




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                          FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan

DIVISION: CUSTOMER SERVICE DEVELOPMENT
The Customer Service Development division is dedicated to assisting customers in finding solutions to their service delivery
issues.

    •    Oversees the countywide Secret Shopper and Survey initiatives to monitor service delivery, analyze results, and
         provide timely recommendations for service improvement
    •    Implements the County branding/image program
    •    Writes and produces quarterly informational newsletters distributed to county residents and employees
    •    Manages the Community Periodical Program (CPP) and the AM Radio Program
    •    Coordinates marketing/promotional activities with County departments and agencies in planning and implementing
         countywide promotional initiatives
    •    Provides photography services to all levels of the County
    •    Provides website design, content and multimedia services; develops and enforces policies regarding user interface
         design, information architecture development, and content accuracy
    •    Provides translation services to all levels of the County
    •    Provides full service graphic design services to all levels of the County
    •    Coordinates placement of advertisement, e.g., print, television, and radio, for County departments

Strategic Plan Outcome - Measures
     • ES9-4: Accountability to the public at every level of the organization (priority outcome)
                                                                    FY 06-07                    FY 07-08            FY 08-09
      Objectives                   Measures                    Target      Actual        Target        Actual        Target
 Increase accountability   Secret shops of County
                                                               3,300        3,850         3,300        3,970           725
 for delivery of customer  departments**
 service across the        Secret shopper
 enterprise                recommendation reports                26           23            38           41             8
                           delivered**
**In FY 2008-09, Secret Shops will become more in depth resulting in fewer overall shops and reports delivered

    •   NU2-1: Strengthened bond between the community and Miami-Dade County government (priority outcome)
                                                              FY 06-07               FY 07-08           FY 08-09
      Objectives                    Measures             Target      Actual   Target        Actual        Target
 Increase access to
 government information    Visits to the Internet portal
                                                          6.9          8.1     8.9            8.9          8.0
 and services              (in millions)


    •    NU2-2: Improved community access to information and services (priority outcome)
                                                               FY 06-07                     FY 07-08                FY 08-09
      Objectives                   Measures               Target       Actual        Target        Actual            Target
                           Average customer
 Provide quality service   satisfaction with County's      80%          87%           80%           85%               80%
 delivery                  Internet portal
                           Average monthly portal
                                                          21,000       22,013        22,000        28,058            27,000
                           subscribers

BUDGET PRIORITIES
    •    Complete upgrade of County web portal
    •    Enhance community access to information regarding County services and government issues
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                        FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan

DIVISION: TEAM METRO OUTREACH
The Team Metro Outreach Division establishes a centralized outreach strategic plan based upon assessed community needs;
and coordinates outreach activities carried out by regional office staff.

    •   Provides countywide outreach efforts
    •   Provides customer service training; and tracks and monitors citizen perception of County services to ensure
        customer satisfaction
    •   Provides direct assistance and outreach to countywide residents

Strategic Plan Outcome - Measures
    • NU2-1: Strengthened bond between the community and Miami-Dade County government (priority outcome)
                                                          FY 06-07                 FY 07-08           FY 08-09
      Objectives                  Measures           Target      Actual     Target        Actual        Target
 Strengthen the bond      Citizens reached with
                                                     10,800      12,461     12,500        15,314        12,000
 between the community    Government on the Go Bus
 and Miami-Dade County
 government               Direct sale transactions   49,182      64,084     49,182        49,636        49,182


Budget Enhancements or Reductions and Additional Comments

    •   In FY 2007-08, the following functions of the Communications Department were consolidated with the Government
        Information Center: Miami-Dade Television (MDTV), marketing and public affairs services, translation, photography,
        and graphic design services; in addition, the personnel and funding related to the Communications Department's
        media relations functions were transferred to the Board of County Commissioners and the County Executive Offices
    •   The FY 2008-09 Adopted Budget includes funding for two web publisher positions that were approved as overages
        during FY 2007-08 ($191,000) as a result of an increase in service level agreements with various departments for
        online services
    •   In FY 2008-09, the Department will replace the air conditioning unit and control systems that cool the Miami-Dade TV
        production facility and equipment ($150,000 from Capital Outlay Reserve (COR))
    •   In FY 2008-09, GIC will continue to partner with the Elections Department to fund Haitian/Creole and Spanish
        Translator positions ($50,000)
    •   In FY 2008-09, the Department will continue to administer the Community Periodical Program (CPP), that has a total
        funding value of $885,000, $615,000 from the General fund and $270,000 is comprised of expenditures from the
        following County departments: Aviation ($30,000), Capital Improvements ($50,000), Community and Economic
        Development ($20,000), Emergency Management ($10,000), Environmental Resources Management ($30,000),
        Finance ($10,000), Library (30,000), Solid Waste Management ($30,000), Water and Sewer ($50,000), and Vizcaya
        Museum and Gardens ($10,000)
    •   In FY 2008-09, the Department will procure a new webcasting solution to replace the aging infrastructure and
        continue the webcasting of Board of County Commissioners (BCC) meetings ($160,000 from COR)
    •   State legislation regarding local cable franchising may impact the capital contribution that cable operators pay the
        County; capital revenue that funds annual maintenance of the Miami-Dade TV studio and equipment may be at risk
        ($405,000)
    •   In FY 2008-09, as a result of property tax relief initiatives, the Department will eliminate 2 full time positions, 1 part-
        time position, and reduce miscellaneous operating expenses from Miami-Dade TV ($168,000); the Department will
        also eliminate 3 positions and reduce miscellaneous operating expenses from the Customer Services Development
        Division ($318,000)

                                                               466
                         FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan

    •    The FY 2008-09 Adopted Budget includes the consolidation of the outreach function from the Team Metro
         Department with the Government Information Center; the consolidation includes 24 positions to support countywide
         outreach functions at five regional locations as well as the operation of two Government on the Go Buses; the
         regional offices will no longer process requests for passports and will direct citizens to alternate locations; the
         consolidation includes the elimination of 37 positions from Team Metro outreach for a net savings of $3.214 million

Department Operational Unmet Needs
                                                                               Startup Costs/
                                                                                                Recurring Costs      Positions
Description                                                              Non Recurring Costs
Hire fourteen call specialist positions to maintain performance levels                  $223                $512               14
at the minimum standards and expand service hours to 24 hours 7
days a week
Hire six call specialist positions to expand call center services for                    $23                $219                6
Animal Services
Develop a Business Continuity Plan for the 311 Answer Center                             $65                   $0              0
Hire one Senior Web Publisher in the Customer Services                                    $0                $116                1
Development Division
Total                                                                                   $311                $847               21




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                    FY 2008 - 09 Adopted Budget and Multi-Year Capital Plan


               Regional Outreach Offices
                                                                                                                         ?1
1.   Colonel Harry Zubkoff Office
     95 NW 199 St
                                                                                                                          ?2
2.   Northeast / Skylake Office
     658 NE Miami Gardens Drive

3.   Martin Luther King Office
     2525 NW 62 St

4.   Miami-Dade Permitting and Inspection Center Office
     11805 SW 26 St

5.   South Dade Government Center Office
     10710 SW 211 St                                                                                 ?3



                                            ?4



                                                                                                   Miami-Dade County
                                                                                                             Regional Outreach Offices
                                                                                                                                 Legend

                                                                                                               ?             Regional Outreach Office

                                                                                                                             Major Road

                                                    ?5



                                                                    This map was prepared by the Miami Dade County
                                                                       Enterprise Technology Services Department
                                                                      Geographic Information Systems (GIS) Division
                                                                                      November, 2008
                                                                     For the Office of Strategic Business Management




                                                                3           1.5
                                                                                       µ   0                           3 Miles




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