Page 137 - Southlake FY20 Budget

Strategic Direction

City of Southlake City-Wide Scorecard City of Southlake City-Wide Scorecard

Previous Previous Previous Previous
Data
Data
Measurement Measurement Current Measure- Target Unit Source Timing Measurement Measurement Current Measure- Target Unit Source Timing
ment
ment
Period Period Period Period
Percent of Percent of
citizens rating citizens agreeing
performance of that they know Citizen
services provided 1.6.6 more about the 57% 62% 49% > 75% % Biennial
1.5.7 at the Southlake No data 37% No data > 85% % Citizen Biennial City and its ser- Survey
Survey
Tennis Center vices than they
("Very Satisfied" did one year ago
or "Somewhat Percent of
Satisfied") citizens who

1.6 Enhance sense of community by providing excellent customer service and citizen engagement opportunities (C6) classify the qual- Citizen
ity of life they
Percent of 1.6.7 experience living 90% 94% 89% > 95% % Survey Biennial
citizens agreeing in Southlake as
completely or excellent or very
1.6.1 somewhat that 87% 88% 79% > 90% % Citizen Biennial good
Survey
employee repre- During their
sented City in a time living in
positive manner Southlake, per-
Percent of cent of citizens
citizens agreeing 90% 92% 81% > 90% % Citizen Biennial Serve Our Customers 1.6.8 believing that, 63% 67% 59% > 75% % Citizen Biennial
Serve Our Customers employee was 1.6.9 Southlake has 17% 23% No Elec- > 20 % Administra- Annual
Survey
completely or
as a community
1.6.2
somewhat that
Survey
in which to live,
courteous
improved
Percent of
Vote participa-
citizens agree-
ing completely
tion in last mu-
Elections
or somewhat
nicipal election
tion in
that employees
1.6.3
Survey
of eligible voters
returned calls
within a reason- 61% 78% 65% > 90% % Citizen Biennial as a percentage 2016 tor (May)
able amount of Implement
time comprehensive Success-
Percent of 1.6.10 customer request n/a n/a TBD = ful imple- n/a n/a Annual
menta-
citizens agree- management tion
ing completely program
or somewhat Q12 Survey: Q09 Employee
1.6.4 that employee 84% 86% 71% > 90% % Citizen Biennial - My coworkers Engage-
Survey
showed pride 1.6.11 are committed n/a 4.00 4.24 ≥ 4.50 # ment Biennial
and concern for to doing quality Survey
the quality of work (City-wide)
work
Percent aver-
age reduction
in gap between
1.6.5 importance and 1% -11% 6% > -6% % Citizen Biennial
Survey
satisfaction for
identified Citizen
Survey gap issues

136 www.CityofSouthl ake.com