Page 197 - Colleyville FY21 Budget

Citizen Survey – Opportunity Assessment

While not all questions on the Citizen Survey directly correlate to work performed by an
individual department, some do have direct correlations, and others are influenced by a
number of departments. This section allows each department to identify how their work
contributes citizen satisfaction, and opportunities to improve performance in areas that
directly touches citizens. Many opportunities for improvement may have already been
identified in previous sections of the Department Business Plan. The items below are those
that are only identified or brought to staff’s attention through the Citizen Survey, such as
customer service.

Citizen Survey Question:

Q2- How satisfied are you with the City of Colleyville’s performance for each of the
following areas? (2019 Survey)

Results:

Listening to citizens, 72%

Q3- If you have had contact with a City of Colleyville employee with in the past year, how
satisfied were you with the following? (2019 Survey)

Results:

General courtesy 96%
Directing you to the appropriate dept. /person 94%
Appropriate staff returned call/email promptly 88%
Seemed concerned about my issue 88%
My issue was adequately addressed 85%
Received timely follow-up 83%

Strategy Map Connection: 2.2 Recruit and retain a highly qualified workforce
Opportunities for Improvement: Implement customer service standards throughout the
department. Ensure staff is trained properly to address customer needs in a timely,
adequate, and courteous manner.

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