Meeting Date:           April 27, 2009


From:                          Jerry Boop, Finance Director, CPA, CGFO

                                    Lori Beach, Customer Service Manager


Subject:                      Customer Service Hours of Operation



Staff Recommendation:


Staff recommends amending the operational hours of the Customer Service Department from its current schedule of 7:00 am to 5:00 pm Monday through Friday to 8:00 am to 4:30 pm.



The City of Leesburg provides the public access to utility operations ten hours per day between the hours of 7:00 am and 5:00 pm.   These hours require multiple shifts in both the cashier and customer service areas.  The first shift starts at 6:45 am and ends at 3:15 pm; the second shift starts at 7:00 am and ends at 3:30 pm; with the third shift running between 8:30 am and 5:00 pm. 


Staff has analyzed its hours of operation and determined that the first hour of the day between 7:00 am and 8:00 pm to be the lowest level of customer activity.  The highest levels of activity occur between the hours of 8:00 am to 4:00 pm.  Condensing the work hours will allow for additional staff to be on hand during high levels of activity where the first shift currently breaks for lunch.  It will also allow for additional staff to be on hand at the end of the day when the second highest level of activity occurs.  Amending the work hours will also allow for a reduction of two staff positions currently needed to cover the ten hour day as well as overtime incurred during the afternoon shift change.  In addition, the customer service department will be able to adjust its work schedules to accommodate meetings without incurring additional overtime.  In an effort to save costs, provide better customer service, reduce personnel stress caused by peak cycles of customer activity, and utilize personnel more effectively, staff requests that the work hours be amended.




1.  Revise hours of operation from 8:00 am to 5:00 pm Monday through Friday to 8:00 am to 4:30 pm; or

2.  Such alternative action as the Commission may deem appropriate






Fiscal Impact

Cost savings of approximately $50,000 per year will be recognized through the reduction of staff.  The two positions to be eliminated (both currently vacant, but need to be filled if the status quo is maintained) are a Customer Service Representative position and a Cashier position.  Additional cost savings will be realized with the reduction of overtime, heating, cooling and use of electrical equipment.



Submission Date and Time:    4/23/2009 9:02 AM____


Department: ____Finance____________

Prepared by:  ____Jerry Boop________                     

Attachments:         Yes_X___   No ______

Advertised:   ____Not Required ______                     

Dates:   __________________________                     

Attorney Review :       Yes___  No ____



Revised 6/10/04


Reviewed by: Dept. Head ________


Finance  Dept. _____JB___________                                     


Deputy C.M. ___________________                                                                         

Submitted by:

City Manager ___________________


Account No. _________________


Project No. ___________________


WF No. ______________________


Budget  ______________________


Available _____________________