Page 154 - Southlake FY24 Budget

Community Services - Department Goals

CITY-WIDE GOAL: Provide high-value municipal Implementation Strategy:
services, balancing conservative financial • Finalize design and begin a phased approach
management goals with strong customer to implementing the redevelopment of the
experience considerations. Town Hall Plaza (Family/Rustin Parks).
• Complete construction and begin operations
Department goal: Maintain cost recovery for The of the pickleball facility at Bicentennial Park.
Marq operations at 65% annually • Install new art at the DPS West facility and
plan for new art at the Municipal Service
Implementation Strategy: Center.
• Focus on member acquisition and retention
through implementation of the membership
acquisition and retention plan, which includes CITY-WIDE GOAL: Develop a highly qualified,
multiple membership campaigns. motivated, well-trained, and innovative
• Strong sales strategy for Legends Hall work force to serve the needs of an evolving
bookings and events. community by solidifying a learning culture
City Department Overview
• Manage facility expenses through the and implementing recommendations from the
implementation of a facility asset replacement City of Southlake’s Organizational Learning and
plan. Development Strategic Operations Plan.

CITY-WIDE GOAL: Improve accountability Department goal: Implement a comprehensive
structures for stronger efficacy by streamlining departmental onboarding strategy
systems and reinforcing strategic alignment
throughout all levels of the organization, Implementation Strategy:
through implementation tools such as • Implement onboarding recommendations
departmental business/work plans, business developed by the Community Services
unity scorecards, comprehensive planning, and Onboarding Subcommittee
other accountability mechanisms. • Leverage the Community Services Matrix
Teams to own the Onboarding Process in
Department goal: Implement Comprehensive terms of Culture, Customer Service, Training
Plan recommendations from the Southlake 2035 and Innovation.
Parks, Recreation & Open Space Master Plan, and • Ensure consistency of onboarding processes
the Public Arts Master Plan. throughout the department by following the
CS New Employee Checklist.

Performance Measures

FY 2021 FY 2022 FY 2023 FY 2024
Performance Measure
Actuals Actuals Projection Target

Marq Cost Recovery 65.84% 71.00% 80.01% 65.00%

The Marq Net Promoter Score 81.89 74.15 75.77 60.00

Community Services Net Promoter Score 80.75 73.70 73.70 60

Gallup Survey (Employee Engagement & 4.42 4.30 4.53 4.50
Employee Wellness)

154 FY 2024 City of Southlake | Budget Book