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Infrastructure Scorecard

FY 2019 FY 2020 FY 2021 FY 2022
Dept. Key Measures
Actual Actual Estimate Target

AM Citizen perception of trash collection services
[annual survey] 76% 78% 80% 80%
AM Citizen perception of residential recycling
services [annual survey] 81% 75% 80% 80%
Satisfaction Ratings Management’s services “exceeds” or 92% 92% 90% 90%
AM Overall satisfaction of Construction

“meets” expectations
AM Overall satisfaction of facility maintenance
and repair services “exceeds” or “meets”
expectations [surveyed quarterly] 92% 93% 93% 95%
AM Overall satisfaction of custodial services
contractor “exceeds” or “meets”
expectations 87% 72% 94% 90%
IT Helpdesk abandon rate 8% 6% 8% 8%
CLA Action Center first call resolution 97% 97% 98% 97%
CLA % of Action Center calls abandoned 17% 12% 8% 10%
CLA Customer Service Action Center calls answered 255,281 265,015 250,000 250,000
CLA Percentage of citizens who agree they
receive the info they need when calling a
City facility [annual survey] 60% 65% 64% 60%
AM % of City‐wide Fleet beyond service life 18% 98% 17% 15%
AM Percentage of customers satisfied or very
satisfied with fleet services 78% 87% 95% 80%
Fleet
AM Turnaround Time Standards:
Target Vehicles/Turnaround in 24 Hours New Measure in FY 2021 77% 80%
Target Vehicles/Turnaround in 48 Hours New Measure in FY 2021 48% 85%
Target Vehicles/Turnaround in 72 Hours New Measure in FY 2022 90%
AM Recycling Collected Curbside (Tons) Maintain or
24,126 24,250 24,512 Increase
AM Library Recycling Collected (Tons) 172 158 134 Maintain or
Increase
Solid Waste 291 300 300 Increase
AM Leaf Recycling Program (Tons) Maintain or

AM Number of multi‐family recycling outreach
presentations given 9 2 4 6
AM Missed collection calls per 10,000 services New Measure in FY 2022 < 2.5
AM Residue in Recycling (COG Survey) New Measure in FY 2022 < 39%
AM Major building components operating within
Infrastructure Maintenance Measure in
their designed life [annual measures]:
Roofs:
Asphalt [25 Years of Service Life] New

FY 2020
New
Metal [25 Years of Service Life] Measure in 88% 88% 95%
FY 2020 68% 68% 95%

FY 2022 Adopted Budget and Business Plan 128 City of Arlington, Texas