Page 184 - CityofSouthlakeFY25AdoptedBudget

Office of Communication & Customer Experience - Department Goals
CITY-WIDE GOAL: Delivering outstanding
customer experiences through innovation,
passion, and a strong culture.
Department goal: Establish Southlake’s brand &
story with effective marketing, communication,
and public relations strategies.
Implementation Strategy:
• Enhance understanding of the City’s significant
policy decisions and strive for transparency in
policy-making activities.
• Increase awareness of City-related programs,
services, activities, and events.
• Highlight Southlake community excellence and
achievement.
City Department Overview
• Target improved communication by focusing on
communication-related comments and scores
in the Citizen Satisfaction survey results and
conveying City efforts between surveys.
CITY-WIDE GOAL: Enhancing the sense of
community by proactively creating community
partnerships, volunteer involvement, and citizen
engagement opportunities.
Department goal: Promote strong customer
engagement through targeted marketing
strategies and tactics.
Implementation Strategy:
• Humanize the City of Southlake’s local
government staff and officials as ethical, hard-
working, customer-centric, and effective.
• Support city teams with communication and
marketing collateral to reinforce the City’s brand
and culture.
• Strengthen the community and perceptions of
Southlake around the City’s brand.
Performance Measures
FY 2022
Performance Measure
Actuals
Siteimprove, DCI 84.3%
Citizen Satisfaction Survey - The
Employee Exceeded my Expectations 73%
(Agree Completely/Somewhat)
Citizen Satisfaction Survey - (City
Website) Is The First Place I look for 75%
CIty Information
184 FY 2025 City of Southlake | Budget Book
CITY-WIDE GOAL: Fostering positive employee
engagement.
Department goal: Fostering a positive employee
engagement and workplace culture that supports
the City’s mission and goals
Implementation Strategy:
• Share and celebrate the employee stories that
live the Southlake Values and explain “the why”
behind our everyday work.
• Provide tools and information to team members
to ensure they can succeed in providing world-
class customer service
CITY-WIDE GOAL: Delivering outstanding
customer experiences through innovation,
passion, and a strong culture.
Department goal: Enhancing the customer
experience through transparency, innovation, and
communication.
Implementation Strategy:
• Utilize Southlake Serves to encourage
customers to send feedback easily and create
team member accountability to respond
promptly with updates and resolutions and
conveying City efforts between surveys.
• Target improved customer service scores by
focusing on comments and opportunities in
the Citizen Satisfaction survey results and
communicating ongoing efforts between
surveys.
• Implement Year One of the Customer
Experience Strategy, focusing on training team
members and capturing additional customer
feedback
FY 2023 FY 2024 FY 2025
Actuals Projection Target
83.1% 84.3% 90.0%
75% 75% 75%
72% 72% 75%