Page 212 - City of Fort Worth Budget Book

Special Revenue Fund Culture and Tourism

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY23 FY24 FY25 Desired
Key Measures Actual Estimated Target Level
Customer Experience
Achieve average Customer Experience Satisfaction score
of 75% or better for the Public Events Dept. using Net 75% 76% 75% 75%
Promoter Score (NPS) methodology.
Achieve Customer Service score of 90% or better for ODE 98% 98% 90% 90%
Achieve Customer Service score of 90% or better for ETF 100% 100% 90% 90%
Achieve Customer Service score of 90% or better for FIN 86% 90% 90% 90%
Increase Social Media presence across all platforms by 14% 9% WRMC-10%+ WRMC-10%+
10% for WRMC.
Increase Social Media presence across all platforms by 10% 4% FWCC-10%+ FWCC-10%+
20% for FWCC.
Financial Performance
Keep the percentage of reliance on HOT for PED 0 37.85% Under 35% Under 35%
operations under 30% for FY22.

Process Improvement
Revise/Review/Improve at least four (8) business WRMC: 17 WRMC: 17 WRMC: 8 WRMC: 8
processes per fiscal year, per division WRMC, FWCC, FWCC: 46 FWCC: 16 FWCC: 8 FWCC: 8
ADMIN ADMIN: 40 ADMIN: 9 ADMIN: 8 ADMIN: 8
People Development
100% of team members engaged in professional WRMC: 100% WRMC: 73%
development activity per fiscal year, per division WRMC, FWCC: 100% FWCC: 88% 100% 100%
FWCC, ADMIN. ADMIN: 100% ADMIN: 100%

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