Page 168 - Southlake FY24 Budget

Office of Communication & Customer Experience - Department Goals

CITY-WIDE GOAL: Delivering outstanding Implementation Strategy:
customer experiences through innovation, • Support the CMO, the ELT, and the EVP team
passion, and a strong culture. with communication and marketing collateral
that reinforces the City brand and culture.
Department goal: Enhancing the customer
experience through transparency, innovation, and CITY-WIDE GOAL: Fostering positive employee
communication engagement.

Implementation Strategy: Department goal: Fostering a positive employee
• Create a customer service quality assurance engagement and workplace culture that
and accountability process by implementing a supports the City’s mission and goals
new CRM tool for customers to send feedback
and team members to respond quickly with Implementation Strategy:
updates and resolutions. • Provide communication to team members to
• Target improved customer service by focusing ensure they can succeed in providing World
City Department Overview
on comments and opportunities in the Citizen Class Customer Service and website updates.
Satisfaction survey results, and communicating
ongoing efforts between surveys. CITY-WIDE GOAL: Delivering outstanding
customer experiences through innovation,
passion, and a strong culture.
CITY-WIDE GOAL: Enhancing the sense of
community by proactively creating community Department goal: Establish Southlake’s
partnerships, volunteer involvement, and brand & story with effective marketing and
citizen engagement opportunities. communication strategies.

Department goal: Promoting strong customer Implementation Strategy:
service through targeted marketing strategies • Target improved communication by focusing
and tactics. on communication-related comments and
scores in the Citizen Satisfaction survey results
and conveying City efforts between surveys.

Performance Measures

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

New
Siteimprove, DCI 75% 75% 90%
Measurement
Citizen Satisfaction Survey - The
Employee Exceeded my Expectations 71% 73% 75% 75%
(Agree Completely/Somewhat)

Citizen Satisfaction Survey - (City
Website) Is The First Place I look for 69% 75% 75% 75%
CIty Information

168 FY 2024 City of Southlake | Budget Book