Page 226 - CityofSouthlakeFY26AdoptedBudget

CITY-WIDE GOAL: Establish a customer service process improvement program.

Department Goal: Enhance internal processes and customer service through improved information
management, interdepartmental collaboration, and continued implementation of digital systems.

Implementation Strategy:
• Continue to work with the City Secretary’s Office to preserve historical documents and create easier
pathways for internal and external customers to electronically retrieve information.
• Strengthen development record management by digitizing files in LaserFiche, ensuring consistent
organization, and partnering with the Office of Performance Excellence to integrate geo-referencing
through ArcGIS.
• Advance the implementation of the Interdepartmental Process Improvement Program (Enterprise
Permitting & Licensing, or EP&L) to assess customer service needs, review permitting processes, and
support succession planning.

City Department Overview

Performance Measures

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

Percentage of building
inspections completed on 100% 99% 100% 100%
the same day as scheduled
by the customer.

Percentage of building
permit reviews completed 98% 98% 98% 95%
as scheduled.
Percentage of planning
inspections completed as 100% 96% 95% 95%
scheduled.
Percentage of planning
permit reviews completed 95% 90% 95% 95%
as scheduled.

Average number of days
for code enforcement 14 days 14 days 14 days 10 days
officers to resolve a code-
related case.

226 FY 2026 City of Southlake | Budget Book FY 2026 City of Southlake | Budget Book 227