Page 221 - CityofSouthlakeFY26AdoptedBudget

• Provide tools and information to team members to ensure they can succeed in providing world-class
customer service
• Equip employees with the tools, training, and information they need to deliver world-class customer
service confidently. Focus on fostering consistency, excellence, and continuous improvement across
all customer interactions.
• Cultivate a culture of learning by promoting professional development, cross-training, and knowledge
sharing. Support individual growth while strengthening collective performance through strategic
learning opportunities and team-based development. City Department Overview

CITY-WIDE GOAL: Achieving strong outcomes through continual evaluation and pursuit of
better practices that improve core business operations.

Department Goal: Develop and manage communication and customer service programs using better
practices.

Implementation Strategy:
• Leverage Southlake Serves to foster a culture of responsiveness by encouraging real-time customer
feedback, ensuring timely and accountable team member follow-up, and analyzing submitted data
to identify trends, improve service delivery, and transparently communicate results between Citizen
Satisfaction Survey cycles.
• Increase customer satisfaction scores by using insights from the Citizen Satisfaction Survey and
Southlake Serves to tailor ongoing customer service training. Deliver practical service tips, regular
internal updates, and team coaching to reinforce The Southlake Way and drive consistency, empathy,
and excellence across all touch points.

Performance Measures

FY 2023 FY 2024 FY 2025 FY 2026
Performance Measure
Actuals Actuals Projection Target

Siteimprove, DCI 83.1% 84.3% 90% 90.0%
CityofSouthlake.com

Siteimprove, DCI NA NA 90 90
MySouthlakeNews.com

Citizen Satisfaction Survey -
The Employee Exceeded my 74% 74% 78% 78%
Expectations (Agree Completely/
Somewhat)

Citizen Satisfaction Survey - (City
Website) Is The First Place I look for 72% 72% 75% 75%
City Information

Citizen Satisfaction Survey – (City
Website) I Can Find The Information I 75% 75% 80% 80%
Need Easily On CityofSouthlake.com

FY 2026 City of Southlake | Budget Book 221