Page 173 - Southlake FY23 Budget

CITY DEPARTmEnT OvERvIEw

OFFICE OF COmmUnICATIOn & CUSTOmER ExPERIEnCE

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City-wide goal: Continuously grow and adapt to meet the informational and transparency expectations of the
community.
Department goal: Adjust to changing audiences and technological advances by focusing on straightforward
messaging and effective communication methods.
Implementation Strategy:
• Leverage City communication platforms (social media, websites, etc.) to maximize City marketing
communication and public relations opportunities.
• Continue yearly evaluations of the communication landscape against current and available options to
ensure Southlake has the tools to meet or exceed residents’ communication needs
City-wide goal: Adapt practices to reflect an understanding of universal customer experiences and expectations
compared against other service sector organizations.
Department goal: Implement new customer experience approaches that promote community ownership and
involvement.
Implementation Strategy:
• Create a process for customer service quality assurance and accountability through implementation of a
CRM.
• Target customer service improvements by focusing on comments and opportunities found within Citizen
Satisfaction Survey results.

City-wide goal: Advance positive employee engagement through creative, flexible and inclusive engagement
initiatives.
Department goal: Connect employees to their role in implementing the City’s values, goals, and culture, by
recognizing their contributions to these efforts.
Implementation Strategy:
• Support the CMO, the ELT, and the Employee Matrix Team with communication and marketing collateral
that reinforces the City brand and culture.

M
e Measures
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perfOrManCe Measures
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fy 2020
fy 2022
fy 2021
perfOrManCe Measure aCtuaLs aCtuaLs prOjeCtiOn fy 2023
target
Siteimprove, DCI
New New
Measurement Measurement 75% 80% +
Citizen Satisfaction Survey – The Employee Exceeded my
Expectations 71% 73% 73% 90%
(Agree Completely/Somewhat)

172 FY 2023 City of Southlake | BUDGET BOOK
WWW.CITYOFSOUTHLAKE.COM