Page 233 - CityofSouthlakeFY27Budget

TABLE OF CONTENTS
OFFICE OF COMMUNICATION &

CUSTOMER EXPERIENCE

DEPARTMENT AT A GLANCE

The mission of the Office of Communication and Customer Experience (OCCE) is to act as the bridge
between the Community and the City through effective communication, listening, and engagement, while
providing world-class service.

COMMUNICATION City Department Overview

OFFICE OF COMMUNICATION PUBLIC RELATIONS
& CUSTOMER EXPERIENCE

CUSTOMER EXPERIENCE

7.0 $903,272* 1.6% 98%

General Fund Budget
FTE of the total General Fund Quality of Life Rating

*Additional operational funding provided by the Hotel Occupancy Tax (HOT) Fund and the Utility Fund.

THE SOUTHLAKE STANDARD

Southlake deliberately sets service standards above baseline expectations. The standards below
illustrate where OCCE exceeds typical municipal operations in communication, transparency, and
customer engagement.

Service Area Baseline Expectation Southlake Standard

Federal guideline: 30-day written Next-business-day response; 4,200+ requests processed
Southlake Serves
response annually; fewer than 4% open at any time
Peers use city website or social media Standalone digital newsroom with professional-quality
MySouthlakeNews
for news content; 66,000+ annual views
Most city websites are compliance- Nearly 1,000,000 views annually; interactive maps, story
City Website
focused with static information maps, and accessibility tools
Most cities rely on press releases and Weekly professional video series featuring Mayor and
SLK City Spotlight
occasional media Council; 104,000+ annual views
Many cities survey informally or not at 1,139 responses at 95% confidence level, exceeding
Citizen Survey
all statistical requirements by a factor of 2.5

FY 2027 City of Southlake | Budget Book 233