Page 119 - City of Fort Worth Budget Book

General Fund Development Services

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY23 FY24 FY25
Key Measures Actual Estimated Target Desired Level

Customer Care

Percent (%) of call wait-times within 3
minutes N/A N/A 95% 95%
Percent (%) Customer Relationship
Management (CRM) calls responded to N/A N/A 95% 95%
within 2 business days
Percent (%) of in-person wait time within 15
minutes N/A N/A 95% 95%

Contract Management Section

Percent (%) of Storm Water Facilities
Maintenance Agreements and
Encroachment applications to execution N/A N/A 95% 95%
within 7 business days (CM team time

Percent (%) of CFA applications to
execution of Community Facilities N/A N/A 95% 95%
Agreement within 9 business days (CM
team time)

Percent (%) of IRPC Easement, Easement
Vacation, and Non-IPRC Easements N/A N/A 95% 95%
application to execution within 10 business
days (CM team time)

Human Resources

Percent (%) of errors found and cleared in
the biweekly time & labor variance report by N/A N/A 100% 100%
Tuesday at 12 pm
Percent (%) of time from submission to
approval for ePAR’s on transfers, N/A N/A 95% 95%
resignations within 1 business days
Percent (%) of Submitted responses to
employees’ ADA accommodation request to
the City’s HR Coordinator within 4 business N/A N/A 100% 100%
days

Zoning Plan Review, Planners & Case
Mgmt

Percent (%) of zoning case review
comments provided to applicant within 7 N/A N/A 95% 95%
business days

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