Page 237 - CityofSouthlakeFY27Budget

TABLE OF CONTENTS

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

Department Goal: Improve how we work by regularly evaluating processes, using data to guide
decisions, and finding practical ways to deliver services more efficiently and effectively.

Implementation Strategy:
• Regularly review communication and customer service processes to identify inefficiencies, eliminate
duplication, and improve response times for residents and internal teams. City Department Overview
• Use customer feedback, survey results, analytics, and performance data to identify trends, improve
services, and guide future communication and customer experience decisions.
• Work collaboratively across departments to simplify workflows, improve coordination, and implement
better practices that create a more consistent and efficient experience for residents.

Performance Measures

FY 2024 FY 2025 FY 2026 FY 2027
Performance Measure
Actuals Actuals Projection Target

Siteimprove, DCI 80% 80% 85% 90%
CityofSouthlake.com

Siteimprove, DCI 90 95 92 90
MySouthlakeNews.com

Citizen Satisfaction Survey -
The Employee Exceeded my 74% 72% 72% 80%
Expectations (Agree Completely/
Somewhat)

Citizen Satisfaction Survey - (City
Website) Is The First Place I look for 72% 57% 57% 80%
City Information

Citizen Satisfaction Survey – (City
Website) I Can Find The Information I 69% 61% 61% 80%
Need Easily On CityofSouthlake.com

Award of Excellence Finalist - A Moment of Honor
TAMIO 3CMA

Recognized among a record 711 entries for the The 3CMA Savvy Awards are a national awards
redesign of MySouthlakeNews.com, highlighting program recognizing excellence in local
Southlake’s commitment to keeping residents government communications. Being named a
informed. finalist places Southlake’s work among the best
public sector communications in North America.

FY 2027 City of Southlake | Budget Book 237