Page 204 - Southlake FY20 Budget

City Department Overview

PLAnnInG & DEVELOPMEnT SERVICES

Department Scorecard

Previous Previous Measure-
Perspective Ref # Measure Current Target
Period Period ment
Enhance sense of community by providing excellent customer service and citizen engagement opportuni-
1.4
ties (C6)

% agreement that employee represent-
1.4.1 88 88 83 > 90%
ed City in a positive manner

% citizen agreement that employee
1.4.2 92 91 83 > 90%
was courteous
% citizen agreement that employees
1.4.3 returned calls within a reasonable 78 78 74 > 90%
amount of time
% of residents very satisfied or some-
1.4.4 what satisfied with Code Enforcement 69 70 65 > 90%
Services (moved to 1.4 from 2.3)
% citizen agreement that employee
1.4.5 showed pride and concern for the qual- 86 83 76 > 90%
ity of work
Serve our Customers 1.4.6 Q12 Survey: Q09 - My coworkers are 4.29 4.29 4.7 > 4.50

committed to doing quality work

Respond to "Development Questions"
/ "Building Inspections Questions" /

tions" submitted to PDS through the
1.4.7 "Understanding Development Ques- 100 93.5 100 ≥ 90%
City's website two business days after
receiving question form or forward to
the appropriate department. (tracking
began March '16) (31 Forms Q2 FY19)
From the Planning & Development
Services Customer Service Satisfaction
Survey - % of respondents who strongly
1.4.8
agree or somewhat agree with the
questions below. Report after Q2 and
Q4
% I was helped in an effective and No Prior 100 90 = 90%
timely manner Data

% I found the staff knowledgeable, No Prior 100 90 = 90%
helpful, and courteous Data

% Planning staff represented the City in No Prior 75 90 = 90%
a positive manner Data

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