2017-049 Performance Management and Strategic PlanDate: July 28, 2017 Report No. 2017-049
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Performance Management and 2017-18 Strategic Plan Updates
BACKGROUND:
Evidence-based performance management is a growing field for public organizations and local
governments. The City of Denton has been ahead of this curve in recent years, through
participation in programs like Bloomberg Philanthropies’ What Works Cities Initiative and Lean
Management Trainings. These efforts demonstrate the City of Denton’s willingness to ask
questions about performance and operations, and track results through data and evidence.
Despite this foundation, there is still much work needed to incorporate data-driven management
into the City’s daily operations. In an effort to better use data to inform management decisions
and operations, City staff have recently begun work on a citywide performance management
project. The timing of this project has aligned well with the City’s Strategic Plan update for
Fiscal Year (FY) 2017-18, which outlines organization-wide goals and departmental priorities
for the upcoming year.
DISCUSSION:
Performance Management
City staff have recently begun work on a comprehensive effort to improve services and outcomes
for Denton’s citizens through the use of data-driven performance measures. Each department in
the City has been asked to submit a series of 7-10 indicators of performance, and track these
measures quarterly in an internal, online tracking tool. Department performance measures are
designed to go above and beyond the current Key Performance Indicators (KPIs) outlined under
the City’s Strategic Plan, to aid in management decision-making, increase organizational
efficiency, and ultimately help staff provide increasingly exceptional services for our citizens.
While the project is currently in its infancy, staff are working closely to develop more efficient
internal processes for collecting, analyzing, and reporting data from work areas throughout the
City. We are also exploring opportunities for providing “Data Academy” training for staff to
improve the quality, integrity, and consistency of data that is collected across City departments.
2017-18 Strategic Plan Updates
The development of department-level performance measures has, this year, helped to inform
proposed updates to the City’s Strategic Plan, which is currently being drafted for FY 2017-18.
The content of the Strategic Plan is under review by staff to ensure that goals are current and
relevant for the upcoming year. Additionally, formatting changes will be proposed to improve
readability and accessibility for policy makers and the public. City staff will be presenting draft
Strategic Plan content to Council for review and feedback in the coming weeks. Recommended
changes will include the following:
1) Simplify language and terms used in the plan (see attached glossary);
2) Add visual cues, such as infographic-style icons, to help readers easily find their way
through the various sections of document;
Date: July 28, 2017 Report No. 2017-049
3) Include only performance measures that are directly relevant to stated Strategic
Plan goals. Additional performance measures will be made available through the City’s
online dashboard;
4) Add references to other City strategic and long-range plan documents (for example,
the Denton 2030 Plan, the Main Street Plan, and the Sustainability Plan). Links to these
plans can be included in the digital version of the Strategic Plan; and
5) Add a “quick guide” chart that provides an overview of all Key Focus Areas (KFAs),
Strategic Initiatives, and related information for each section.
Along with the new Strategic Plan for FY 2017-18, and ongoing department performance
tracking, staff will also begin working to update the City’s online dashboard through OpenGov.
Content will reflect the information included in the Strategic Plan document, but will also
include additional measures of City performance.
ATTACHMENT(S):
Sample KFA Section - 2017-18 Strategic Plan
Strategic Plan Proposed Glossary of Terms
STAFF CONTACT:
Sarah Kuechler
Assistant to the City Manager
(940) 349-8356
sarah.kuechler@cityofdenton.com
Lauren Barker
KDB Program Manager
(940) 349-8739
lauren.barker@cityofdenton.com
Key Focus Area 1
ORGANIZATIONAL EXCELLENCE
Key Focus Area 1
ORGANIZATIONAL EXCELLENCE
2017-18 Work Plan Performance Measures
Resolve customer requests and issues upon first contact 85 percent of the time Percentage of first-contact resolution
Ensure 99-percent accuracy of customer billing Percentage of billing accuracy
Process 55 percent of billing payments via online self-service Self-service adoption rate
- CONCEPT -- CONCEPT -
Key Focus Areas (KFAs) are the City of Denton’s defined priorities. KFAs are long term in nature and are derived from the City’s Mission, Vision, and Values. When we say the
City strives for Organizational Excellence, this means we commit to ...
• Manage financial resources in a responsible manner through performance measurement; long-range planning; timely and accurate reporting; internal controls to
prevent waste, fraud, and abuse; and by minimizing fees and rates for our customers.
• Develop a high-performance workforce by planning for succession and continuity among staff; attracting, retaining, and motivating a qualified, diverse staff; and
establishing a culture where employees feel valued and respected.
• Promote effective internal and external communication through ongoing and transparent communication with City Council, Boards, and Commissions; use of
traditional and non-traditional communication platforms; and by regularly seeking feedback from citizens and employees.
• Achieve a high level of customer satisfaction by providing professional, courteous customer interactions; through timely responses to inquiries; and by offering
convenient, creative means of conducting business with the City.
• Use technology to enhance efficiency and productivity through information technology systems that automate work and improve convenience; the use of data
and evidence to drive management and operations decisions; and reduced reliance on paper-based systems.
• Collaborate with local, regional, state, and federal partners by promoting bi-annual legislative agendas and congressional priorities; and maintaining dialogue
and representation at the regional, state, and federal levels.
Strategic Initiatives are the multi-year, measurable goals set for each KFA. The following three Strategic Initiatives are specific to Key Focus Area 1: Organizational
Excellence. Each Strategic Initiative is accompanied by a Work Plan, which details the specific actions that will be taken during Fiscal Year 2017-18 as well as corresponding
Performance Measures that will help us track our progress. To view the City’s Performance Measurement Dashboard, visit data.cityofdenton.com.
Strategic Initiative 1.1
Increase overall satisfaction rate with customer service from 75 to 80 percent by 2020.
(Dataset: Citizen Survey; average positive rating of six elements of customer service)
City of Denton
2017-18 STRATEGIC PLAN
City of Denton
2017-18 STRATEGIC PLAN
2017-18 Work Plan Performance Measures
Achieve a 65-percent rating of the website as a “major source of information”Citizen survey
Increase the City’s total number of social media followers to 165,000 Number of followers across all City social media platforms
2017-18 Work Plan Performance Measures
Achieve 100 percent of quarterly projected revenue in the General Fund Percentage of actual General Fund revenue compared to
budgeted revenue
Maintain less than 100 percent of quarterly projected expenditures in the General Fund Percentage of actual General Fund expenditures compared to
budgeted
Achieve an annual rate of investment return of 1.25 percent Rate of investment return
Strategic Initiative 1.2
Improve positive rating of information sharing and communications with the public from 57 to 60 percent by 2020.
(Dataset: Citizen Survey; average positive rating of seven elements of communications efforts)
Strategic Initiative 1.3
Increase percentage of residents positively rating the value received from their tax dollars from 53 to 60 percent by 2020.
(Dataset: Citizen Survey)
Fiscal Year 2017-18 extends from Oct. 1, 2017 through Sept. 30, 2018.
Key Focus Areas (KFAs) are the City of Denton’s defined priorities. The KFAs are long term in nature and are derived from the City’s Vision, Mission, and Values.
Strategic Initiatives are the multi-year, measurable goals set for each KFA.
Work Plans detail the specific actions that will be taken during Fiscal Year 2017-18 to achieve the stated Strategic Initiatives. Work Plan actions are measurable in nature,
and progress is tracked through corresponding Performance Measures.
Performance Measures are the City’s sources of data or information that will help us track our ongoing progress for Work Plan actions or toward an overall Strategic
Initiative. For example, the Citizen Survey is used to measure citizen satisfaction rates.
DEFINING SUCCESS
- DRAFT -
Below is a glossary of terms commonly used in this document.
City of Denton
2017-18 STRATEGIC PLAN