Goal #4
Provide exceptional customer service and a diverse government workforce.
The City strives to improve the delivery of City services to external (residents, vendors, and other stakeholders) and internal (employees) customers. External customers will have services that are accessible, responsive, courteous, and seamless, and the City will recruit and retain a skilled and diverse City government to meet those customers' needs. Internal customers will have work environments that develop them to be empowered, motivated, and productive, and provide equitable treatment and opportunity.
High-Level Indicators
1. Contact Center’s call abandonment rate - Report
2. Percent of Contact Center calls resulting in a work order completed or contacted
within internal business standards - Initial reporting to establish benchmarks takes place
during FY 2011-12
3. Percent of public information requests responded to within two days or less - Report
4. Ratio of City government employees (diversity breakdown) to overall City population
(diversity breakdown) - Report
5. Average hours spent on professional development per employee - Initial reporting to
establish benchmarks takes place during FY 2011-12
6. Average number of days to process mission critical services (e.g. contracts, inspections,
plan review, hiring, etc.) - Initial reporting to establish benchmarks takes place
during FY 2011-12
7. Average daily attendance at City libraries and recreational centers - Report
8. Percent increase in City website visits and social media users - Report
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