Page 99 - Fort Worth City Budget 2019

General Fund

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY17 FY18 FY19
Key Measures Actual Estimated Target Desired Level

Mass Communications
Disseminate information and provide transparency to city residents and stakeholders.

# of special interest videos produced 62 48 62 5%>
% of media requests responded to 99% 97% 100% 100%
% of subscrbers who read city communicatons at 44% 53% 55% 35%>
least once every 90 days (engagement rate)
% increase in subscribers to City News 100% 32% 37% 5%>
Increase veiwership of YouTube videos N/A 5896 6190 5%>

Community Engagement
Education on city services and programs to adults, youth and neighborhood organizations

% of registered neighborhood meetings attended at 99% 95% 100% 100%
least once by staff
% of meeting reports submitted online within 2 days 91% 90% 100% 100%

Increase the number of adults educated about city N/A 15783 16572 5%>
services and new initiatives 5% over previous year
Increas the number of adults educated about city N/A 11552 12129 5%>
services and new initiatives over the previous year
KPI 5

Call Center & Customer Service
Customer Care provides agency specific telephone services and acts as the City’s general switchboard for inquiries and requests for
services.

4.11% 4.26% <5% <5%
Call abandonment rate
Average call wait time in seconds 0.27 0.3 <30 <30
% of calls answered within 60 seconds 83.51% 82% 80% 80%

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