Page 107 - ArlingtonFY24AdoptedBudget

Business Plan

Infrastructure Scorecard

FY 2021 FY 2022 FY 2023 FY 2024
Dept. Key Measures Actual Actual Estimate Target

AM Citizen perception of trash collection services
[annual survey] 84% 81% 80% 80%
AM Citizen perception of residential recycling
services [annual survey] 81% 83% 80% 80%
AM Overall satisfaction of Construction
Management’s services “exceeds” or “meets”

expectations 81% 90% 90% 90%
AM Overall satisfaction of facility maintenance and
repair services “exceeds” or “meets”
expectations 96% 96% 95% 95%
AM Overall satisfaction of custodial services
contractor “exceeds” or “meets” expectations 96% 78% 90% 90%
IT Helpdesk abandon rate 6.9% 9.18% 8% 8%
IT Percentage of customers satisfied or very
satisfied with IT Services New Measure in FY 2023 80% 80%
CLA Action Center first call resolution 99% 99% 99% 99%
CLA Percent of Action Center calls abandoned 12% 9% 12% 6%
CLA Action Center calls answered 251,436 245,512 240,000 245,000
CLA Percentage of citizens who agree they receive
the info they need when calling a City facility
[annual survey] 64% 61% 58% 60%
AM Percent of City-wide Fleet beyond service life 25% 28% 20% 20%
AM Percentage of customers satisfied or very
satisfied with fleet services 83% 91% 80% 80%
AM Turnaround Time Standards:
Target Vehicles/Turnaround in 24 Hours 71% 83% 80% 80%

Target Vehicles/Turnaround in 48 Hours 21% 68% 85% 85%
Target Vehicles/Turnaround in 72 Hours New
Measure in
FY 2022 66% 90% 90%
AM Percent of Vehicles Unfinished after 72 Hours New Measure in FY 2023 8% 8%
AM Recycling Collected Curbside (Tons) 23,799 21,094 23,000 23,500
AM Library Recycling Collected (Tons) 159 143.68 180 200
AM Leaf Recycling Program (Tons) [November -
January] 252 265.3 500 600
AM Number of multi-family recycling outreach
presentations given 3 2 3
AM Missed residential collection calls per 10,000 New
services Measure in

FY 2022 1.49 < 2.5 < 2.5
AM Number of Social Media Posts FB & ND New Measure in FY 2023 98 100
AM Social media views & impressions New Measure in FY 2023 100,000 200,000
AM Residential Recycling Contamination Rate (%) New Measure in FY 2023 < 49.56% < 45%
AM Residential Waste Diversion Rate (%) New Measure in FY 2023 > 9.7% > 9.7
AM Electronics Recycled (lbs) New Measure in FY 2023 25,196 50,000

FY 2024 Adopted Budget and Business Plan 98 City of Arlington, Texas