FY12 BY PRIORITY KEY PERFORMANCE INDICATORS
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1 FY BY PRIORITY KEY PERFORMANCE INDICATORS PERFORMANCE BY PRIORITY
2 INTRODUCTION In November, 2010, Mayor Dewey F. Bartlett Jr. launched a strategic planning effort for the City of Tulsa designed to measure municipal program effectiveness, promote continuous improvement of services, and increase the confidence of citizens in the capability of municipal government. A strategic business plan was developed for each City of Tulsa department including a mission statement, key performance goals and measurable objectives. Goals for each department were tied to Mayor Bartlett s strategic priorities, the Tulsa City Council priorities listed in the 2010 City Council Compendium of Needs and Tulsa citizens priorities identified in the City of Tulsa Citizen Survey, conducted December, 2010 January 21, Key performance indicators were defined and targets were set for each department s objectives. The City of Tulsa s strategic planning effort was strengthened when Mayor Bartlett and the Tulsa City Council unified their vision for the City, in March 20, by adopting shared performance goals, objectives, outcomes and priorities. These strategic priorities, published in 20 Goals and Objectives: The Vision and Agenda of the Mayor and Council of the City of Tulsa, are:» DEVELOP THE ECONOMY» MAKE LOCAL GOVERNMENT EFFICIENT AND RELIABLE» DEVELOP TRANSPORTATION PLANS FOR FUTURE NEEDS» BEAUTIFY TULSA» IMPROVE PUBLIC SAFETY In July 2011, the City of Tulsa administration began tracking each department s key performance indicators scores to measure the City s degree of success in meeting its performance objectives. The results are published in this report. Key performance indicators targets and scores are delineated by both strategic priorities and departments. Performance indicators are color-coded to indicate success in meeting performance targets as follows:» GREEN = met or exceeded target» YELLOW = slightly below target» RED = significantly below target Eighty key performance targets were set by City of Tulsa departments for FY. Seventy-five percent of services measured met or exceeded performance targets, while 19 percent measured slightly below target and six percent of scores measured significantly below target. 76% 18% 6% GREEN YELLOW RED NOTE: Several City departments were restructured during FY, and as a result, did not have measures established in time to be published in this report. Engineering Services reported performance target scores for the fourth quarter only Public Safety Communications, Customer Care and Streets and Stormwater will report targets and scores in FY1. INTRODUCTION
3 ECONOMIC DEVELOPMENT 8% GREEN 8% YELLOW 17% RED of reported departmental KPIs at or above their targeted scores. PERFORMING ARTS CENTER Average dollar amount of gross ticket sales for PAC per month $200,000 $54,061 PLANNING AND ECONOMIC DEVELOPMENT Average number of working days for plans review Average number of calendar days to issue permits for commercial projects under $1 million Staff member attendance to neighborhood association or community meetings for re-development projects per year Number of new project opportunities identified for economic development per year WORKING IN NEIGHBORHOODS Number of neighborhoods that have undergone a mapping process per year 4 8 ECONOMIC DEVELOPMENT
4 GOVERNMENT EFFICIENCY 75% 75% 19% 6% of reported departmental KPIs at or above their targeted scores. GREEN YELLOW RED ENGINEERING SERVICES Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames 80% 8%* Percentage of capital projects constructed within scheduled time frames Percentage of capital projects completed within appropriated budgets Change order percentage for capital projects (State statute projects valued at: A) $1,000,000 or less: 15% maximum; B) above $1,000,000: 10% maximum Percentage of public construction projects bid advertisements posted and updated in all designated locations 7% 96%* * 2%* 98%* * REPORTED FOR 4TH QUARTER ONLY EQUIPMENT MANAGEMENT Percentage of designated fleet availability Percentage of core services of equipment management meeting industry standards 9% 86% 86% FINANCE Average number of days after month-end it takes to publish monthly financial report executive summaries Percentage of general fund emergency operating reserve that meets or exceeds level set by policy 0 5* 151% GOVERNMENT EFFICIENCY
5 GOVERNMENT EFFICIENCY FINANCE (CONTINUED) Collection rate percentage of revenue billed for Utilities Services FIRE 99.% 99.4% Number of outside revenue opportunities identified and applied for per year HUMAN RESOURCES Percentage of internal non-sworn vacancies filled within 45 days of closing date Percentage of external non-sworn vacancies filled within 45 days of closing date Percentage of grievances responded to within contractual timeframes Percentage of reported injury claims closed within 90 days of submission Percentage of new employees enrolled for benefits within two weeks of hire Percentage of project completed to develop incentive programs based on testing, claims and wellness data Percentage of new-hire physicals completed within five working days of request Percentage of specialist/imaging referrals completed within two days of patient s visit 80% 80% 98% 65% 75% 94% 89% 98% 74% 49% 94% INFORMATION TECHNOLOGY Percentage of first-contact resolution for service desk customers Percentage of call abandonment for service desk calls Percentage of IT service tickets over 0 days old 5% 8% 1% 41% % 9% GOVERNMENT EFFICIENCY
6 GOVERNMENT EFFICIENCY INFORMATION TECHNOLOGY (CONTINUED) Average monthly service desk customer-service rating (1-5) Annual IT customer service survey rating (1-5) Percentage of completed HRIS Phase One projects for Time and Attendance Implementation Percentage of financial systems availability Percentage of public safety customer-service complaints and incident rates for all calls %.007%.5 70%.00% LEGAL Percentage of routine contracts completed within 10 business days of receipt MUNICIPAL COURTS Average fine and forfeiture collections per month Average number of online payment transactions per month $841, $918, POLICE Number of mobile data terminals deployed per year Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police SUSTAINABILITY Percentage reduction in energy use per month 5% 2% WATER AND SEWER Percentage met of customer-service demand for treated water Average number of instances of noncompliance with OPDES per wastewater treatment plants 98% 1 GOVERNMENT EFFICIENCY
7 TRANSPORTATION 92% GREEN 92% YELLOW 8% RED of reported departmental KPIs at or above their targeted scores. TULSA TRANSIT Number of fixed-route accidents per 100,000 miles 1.8 Number of lift-program accidents per 100,000 miles Number of fixed-route complaints per 10,000 boardings Number of lift-program complaints per 10,000 boardings Number of operator absences per weekday Number of total absences per weekday Number of fixed-route passengers per hour Number of lift-program passengers per hour Fixed route cost per trip Lift program cost per trip Average number of fixed-route riders per month Average number of lift-program riders per month $5.19 $ ,000 1, $4.50 $ ,789 1,648 TRANSPORTATION
8 BEAUTIFICATION 75% GREEN 75% YELLOW 25% RED of reported departmental KPIs at or above their targeted scores. WORKING IN NEIGHBORHOODS Average number of demolitions and housing rehabilitations per month 5 41 Number of neighborhoods that have undergone a mapping process per year Average number of neglected vacant properties registered per month Average number of voluntary compliance of code violations per month , ,258 BEAUTIFICATION
9 PUBLIC SAFETY 7% 7% GREEN 2% YELLOW 4% RED of reported departmental KPIs at or above their targeted scores. ENGINEERING SERVICES Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames 80% 8% Percentage of capital projects constructed within scheduled time frames Percentage of capital projects completed within appropriated budgets Change order percentage for capital projects (State statute projects valued at: A) $1,000,000 or less: 15% maximum; B) above $1,000,000: 10% maximum 7% 96% 2% FIRE Percentage of inspected buildings with a fire loss no greater than $10,000 Number of new initiatives introduced to improve community health and life safety: Number of outside revenue opportunities identified and applied for per year 88% 7 INFORMATION TECHNOLOGY Percentage of public safety customer-service complaints and incident rates for all calls.007%.00% PUBLIC SAFETY
10 PUBLIC SAFETY LEGAL Percentage of legal reviews for prosecutions completed within two working days MUNICIPAL COURTS Percentage of compliance with court-ordered probation sentences 60% 66% PARKS AND RECREATION Percentage of background checks conducted within 48 hours of employment on all contractors and volunteers who work with youth PLANNING AND ECONOMIC DEVELOPMENT Average number of working days for plans review Average number of calendar days to issue permits for commercial projects under $1 million POLICE Number of mobile data terminals deployed per year Average percentage reduction in Part One crimes over same month of prior year Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police 200 5% % 11 WATER AND SEWER Percentage met of customer-service demand for treated water Average number of instances of non-compliance with OPDES per wastewater treatment plants Average number of hours to restore water-line breaks Percentage of onsite responses to sanitary sewer stoppage and overflow calls within two hours 98% PUBLIC SAFETY
11 PUBLIC SAFETY WORKING IN NEIGHBORHOODS Average number of neglected vacant properties registered per month 20 1 Average number of demolitions and housing rehabilitations per month Average number of monthly regional meetings with neighborhood leaders to increase involvement in improving neighborhoods Number of neighborhoods that have undergone a mapping process per year Average number of voluntary compliance of code violations per month , ,258 PUBLIC SAFETY
12 CITIZEN PRIORITY 8% 8% GREEN 15% YELLOW 2% RED of reported departmental KPIs at or above their targeted scores. COMMUNICATIONS Percentage of goal reached for increasing number of direct contacts with citizens through social media to 20,000 by June 0, 20 6% ENGINEERING SERVICES Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames Percentage of capital projects constructed within scheduled time frames Percentage of capital projects completed within appropriated budgets Change order % for capital projects (State statute projects valued at: A) $1,000,000 or less: 15% maximum; B) above $1,000,000: 10% maximum 80% 7% 8% 96% 2% FIRE Percentage of inspected buildings with a fire loss no greater than $10,000 88% Number of new initiatives introduced to improve community health and life safety 7 Number of outside revenue opportunities identified and applied for per year HUMAN RIGHTS Percentage of citizens requests regarding human rights information responded to within five business days 85% CITIZEN PRIORITY
13 CITIZEN PRIORITY INFORMATION TECHNOLOGY Percentage of public safety customer-service complaints and incident rates for all calls.007%.00% LEGAL Percentage of reviews for prosecutions completed within two working days MUNICIPAL COURTS Average number of online payment transactions per month Percentage of compliance with court-ordered probation sentences % % PARKS AND RECREATION Percentage of programming geared towards citizen engagement, teens, at risk youth, neighborhood and economic vitality, 50-plus population, fitness, arts and/or sustainability Number of Master Plan Citizen Advisory meetings implemented to review and evaluate the effectiveness of the Master Plan Strategies Percentage of background checks conducted within 48 hours of employment on all contractors and volunteers who work with youth 4 7 PERFORMING ARTS CENTER Average dollar amount of gross ticket sales for PAC per month $200,000 $54,061 PLANNING AND ECONOMIC DEVELOPMENT Average number of working days for plans review Average number of calendar days to issue permits for commercial projects under $1 million Staff member attendance to neighborhood association or community meetings for redevelopment projects per year Number of new project opportunities identified for economic development per year CITIZEN PRIORITY
14 CITIZEN PRIORITY POLICE Number of mobile data terminals deployed per year Average percentage reduction in Part One crimes over same month of prior year Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police 5% 75 4% 11 TULSA TRANSIT Number of fixed-route accidents per 100,000 miles Number of lift-program accidents per 100,000 miles Number of fixed-route complaints per 10,000 boardings Number of lift-program complaints per 10,000 boardings Number of operator absences per weekday Number of total absences per weekday Number of fixed-route passengers per hour Number of lift-program passengers per hour Fixed route cost per trip Lift program cost per trip Average number of fixed-route riders per month Average number of lift-program riders per month $5.19 $ ,000 1, $4.50 $ ,789 1,648 CITIZEN PRIORITY
15 CITIZEN PRIORITY WATER AND SEWER Percentage met of customer-service demand for treated water 98% Average number of instances of noncompliance with OPDES per wastewater treatment plants Average number of hours to restore water-line breaks Percentage of onsite responses to sanitary sewer stoppage and overflow calls within two hours WORKING IN NEIGHBORHOODS Average number of neglected vacant properties registered per month Average number of demolitions and housing rehabilitations per month Number of neighborhoods that have undergone a mapping process per year Average number of voluntary compliance of code violations per month Average number of monthly regional meetings with neighborhood leaders to increase involvement in improving neighborhoods , ,258 7 CITIZEN PRIORITY
16 ADDITIONAL KPIs 60% 60% GREEN 20% YELLOW 20% RED of reported departmental KPIs at or above their targeted scores. EQUIPMENT MANAGEMENT Percentage of goal completed for CNG fueling stations being opened by December, 2011 % Percentage of EMD technicians with CNG certifications Percentage of EMD Technicians with at least one ASE certification by June 0, 20 15% 50% 19% 41% HUMAN RIGHTS Number of BRIDGE certifications for disadvantaged businesses, minority-owned and/or female-owned businesses Average percentage of working relationships with HUD Grants sub-recipients through letters, community outreach, onsite visitation and ongoing communication per month % 169 4% PERFORMING ARTS CENTER PAC customer service survey results on a scale of 1-10 Average number of rehearsal/tech days per month Average number of performances SUSTAINABILITY Number of City departments with sustainability policies in place per year WORKING IN NEIGHBORHOODS Percentage of reduction of number of animals euthanized at Tulsa Animal Welfare 15% DECREASE 5% INCREASE ECONOMIC DEVELOPMENT
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