Page 191 - FortWorthFY22AdoptedBudget
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Special Revenue Fund
SUMMARY OF SERVICES AND PERFORMANCE MEASURES
FY20 FY21 FY22
Key Measures Actual Estimated (YTD) Target Desired Level
Customer Experience
Achieve average Customer Experience satisfaction
score of 75% or better using new Net Promoter Score N/A 75% 75% 75%
at WRMC
Achieve average Customer Experience satisfaction
score of 75% or better using new Net Promoter Score N/A 61% 75% 75%
at FWCC methodology.
Achieve Customer Service score of 90% or better for
ODE N/A 100% 90% 90%
Achieve Customer Service score of 90% or better for
ETF N/A 83% 90% 90%
Increase Social Media presence across all platforms by
20% for WRMC. N/A WRMC-29% WRMC-20%+ WRMC-20%+
Increase Social Media presence across all platforms by
20% for FWCC. N/A FWCC-17% FWCC-20%+ FWCC-20%+
Financial Performance
Keep the percentage of reliance on HOT for PED N/A 27.89% Under 30% Under 30%
operations under 30% for FY22.
Process Improvement
Revise/Review/Improve at least four (4) business
processes per fiscal year N/A 100% 100% 100%
WRMC-4; FWCC-4;Fin/Admin-4; ODE-2; ETF-2
People Development
100% of team members engaged in professional N/A 100% 100% 100%
development activity per fiscal year
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