Page 119 - FY 2025 Adopted Operating Budget and Business Plan

Business Plan Return to Table of Contents

Infrastructure Scorecard

FY 2022 FY 2023 FY 2024 FY 2025
Dept. Key Measures
Actual Actual Estimate Target

AM Citizen perception of trash collection services
[annual survey] 81% 80% 80% 80%
AM Citizen perception of residential recycling
services [annual survey] 83% 80% 80% 79%
AM Overall satisfaction of Construction
Management’s services “exceeds” or “meets”

expectations 90% 95% 100% 100%
AM Overall satisfaction of facility maintenance and
repair services “exceeds” or “meets”
expectations 96% 94% 94% 94%
AM Overall satisfaction of custodial services
contractor “exceeds” or “meets” expectations 78% 73.53% 76% 78%
IT Helpdesk abandon rate 9.18% 9% 8% 8%
IT Percentage of customers satisfied or very New
satisfied with IT Services Measure in
FY 2023 89% 80% 80%
CLA Action Center first call resolution 99% 99% 99% 99%

CLA Percent of Action Center calls abandoned 9% 13% 6% 6%
CLA Action Center calls answered 245,512 241,117 260,000 260,000
CLA Percentage of citizens who agree they receive
the info they need when calling a City facility
[annual survey] 61% 58% 60% 60%
AM Percent of City-wide Fleet beyond service life 28% 23% 18% 20%
AM Percentage of customers satisfied or very
satisfied with fleet services 91% 94% 100% 80%
AM Turnaround Time Standards:
Target Vehicles/Turnaround in 24 Hours 83% 87% 85% 80%

Target Vehicles/Turnaround in 48 Hours 68% 92% 88% 85%
Target Vehicles/Turnaround in 72 Hours 66% 94% 90% 90%
AM Percent of Vehicles Unfinished after 72 Hours New
Measure in
FY 2023 8% 12% 12%
AM Recycling Collected Curbside (Tons) 21,094 22,361 21,472 21,472
AM Library Recycling Collected (Tons) 143.68 174.59 151 151
AM Number of multi-family recycling outreach
presentations given 3 6 3 3
AM Missed residential collection calls per 10,000
services 1.49 1.72 < 2.5 2
AM Number of Social Media Posts FB & ND New
Measure in

FY 2023 27 288 288
AM Social media views & impressions New
Measure in
FY 2023 246,369 577,045 1,342,496
AM Residential Recycling Contamination Rate (%) New
Measure in
FY 2023 36% 36% 36%

FY 2025 Adopted Budget and Business Plan 110 City of Arlington, Texas