Page 172 - Southlake FY20 Budget

City Department Overview

FInAnCE

Department Scorecard

Previous Previous
Perspective Ref # Measure Current Measurement Target
Period Period
1.1 Achieve the highest standards of safety & security (C1)

1.1.2 Ensure the safety of staff and customers at all times (NEW)

Q12 Survey: Q02 - I have the
1.1.2.1 materials and equipment I need 4.33 4.33 4.56 > or = 4.50
to do my work right
1.2 Promote opportunities for partnerships & volunteer involvement (C5)
1.2.1 Provide and enhance volunteer opportunities for youth and adults (MCC2)

1.2.1.1 Volunteer retention 100% 100% 100% > or = 90%
Enhance sense of community by providing excellent customer service and citizen engagement
1.3
opportunities (C6)
1.3.1 Provide professional and courteous customer service (FC1) (CSC1)

% agreement that employee
1.3.1.1 represented City in a positive 78% 88% 83% >/= 90%
manner
Serve our Customers 1.3.1.2 employee was courteous 82% 90% 83% >/= 90%
% citizen agreement that

% citizen agreement that
78%
employees returned calls within 66%
>/=
90%
73%
1.3.1.3
a reasonable amount of time
% citizen agreement that
1.3.1.4 employee showed pride and 73% 84% 76% >/= 90%
concern for the quality of work
Q12 Survey: Q09 - My
1.3.1.5 coworkers are committed to 4.14 4.14 4.19 >/= 4.50
doing quality work
Purchasing Customer service
1.3.1.6 93% 95% 95% >/= 95%
rating -internal
Purchasing Customer service
1.3.1.7 97% 99% 98% >/= 95%
rating -external
1.3.1.8 % court sessions started on time 95% 82% 93% >/= 95%
1.3.1.9 Billing error count in water utlity 0 0 0 < 5
Payment error count in water
1.3.1.10 0 4 0 < 5
utility
Count of avoidable errors in
1.3.1.11 4 3 1 < 5
court

www.CityofSouthlake.com 171