Page 238 - CityofSouthlakeFY27Budget

TABLE OF CONTENTS

FY 20 2 7 S TRA TEGIC Priorities
FY 2027 STRATEGIC Priorities

CUSTOMER EXPERIENCE EXCELLENCE
1 Advance the Southlake Way Customer Experience Initiative by September 30, 2027,

ensuring residents consistently experience the Southlake Way through ownership, proactive
communication, and appropriate resolution of priority customer experience issues. This goal
supports the City’s Performance Management & Service Delivery strategic focus area by
strengthening accountability and delivering a more consistent resident experience across
the organization. The initiative is managed by the Office of Communication and Customer
Experience in partnership with all City departments.

INFRASTRUCTURE COMMUNICATIONS UPDATE
City Department Overview
Launch the City’s updated infrastructure communications by September 30, 2027, creating
2 a unified brand and resident communication experience for construction, mobility, and
capital improvement projects. This goal supports the City’s Infrastructure & Development
strategic focus area by improving how residents receive and understand information about
City infrastructure investments. The initiative will be led by the Office of Communication and
Customer Experience in partnership with Public Works, the City Manager’s Office, and other
communication resources.

MSC OPENING COMMUNICATIONS

3 Execute the Municipal Service Center opening communications by its grand opening,
supporting a seamless transition with no interruption to resident services. This goal supports
the City’s Infrastructure & Development and Performance Management & Service Delivery
strategic focus areas by ensuring residents and employees experience a smooth transition
while maintaining uninterrupted City services. The communication efforts are part of the larger
MSC Operational Readiness initiative and will be championed by the Office of Communication
and Customer Experience in partnership with Executive Leadership, Public Works, and all City
departments.

UKG READY CITY HUB
4 Deploy UKG Ready City Hub by June 30, 2027, in partnership with Human Resources,

providing employees with a single digital workplace platform. This goal supports the City’s
Performance Management & Service Delivery strategic focus area by improving internal
communication, collaboration, and access to organizational resources. The initiative will be
implemented through a partnership among Human Resources, the Office of Communication
and Customer Experience, City departments, and the UKG implementation team.

238 FY 2027 City of Southlake | Budget Book FY 2027 City of Southlake | Budget Book 239