city of irving performance team
DESCRIPTION
City of irving Performance team. focused on excellence. City of irving. Located between Dallas and Fort Worth 225,427 residents 1,800 employees 13th most populous city in Texas; 107th largest in U.S. Strong business community Adjacent to DFW International Airport. Our services. - PowerPoint PPT PresentationTRANSCRIPT
CITY OF IRVINGPERFORMANCE TEAM
FOCUSED ON EXCELLENCE
• Located between Dallas and Fort Worth• 225,427 residents• 1,800 employees• 13th most populous city in Texas; 107th
largest in U.S.• Strong business community• Adjacent to DFW International Airport
CITY OF IRVING
• Law Enforcement• Fire Protection and EMS• Water and Sewer• Refuse Collection• Street Maintenance• Traffic Management• Parks and Libraries • Capital Improvements
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OUR SERVICES
• Residents, businesses and visitors• Sub-Groups• Wide age range• Diverse population• Broad range of needs
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OUR CUSTOMERS
• Safe/crime free community• Timely fire response• Aesthetically pleasing neighborhood and corridors• Safe and reliable water supply• Quality service/timely response/friendly staff/convenience
and low-cost• Low taxes• Innovative recreational, educational and cultural opportunities
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RESIDENT REQUIREMENTS
• Safe/crime free community• Healthy economic environment• Low taxes• Speedy response time for permitting and reviews• Access to restaurants, convention center and
entertainment
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BUSINESSES AND VISITORS REQUIREMENTS
Vision Model for safe and beautiful neighborhoods, vibrant economy and exceptional recreational, cultural and educational opportunities.
Mission Deliver exceptional services and promote a high quality of life for residents, visitors and businesses.
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• Standards• Pledge• Training
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FOCUS ON CUSTOMER SERVICE
• Establish expectations• Align actions with goals• Manage, measure and improve performance• Communication is key• Data is used to make decisions
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ONE TEAM, ONE IRVING
OVERVIEW
Performance Team
Strategic Planning
Organizational Assessments
Process Improvements
Voice of the Customer
Performance Measures
Baldrige Criteria
STRUCTURE
Financial Services Director
Performance Administrator
Management Analyst Management Analyst
Assistant City Manager
STRATEGIC PLANNING• Manage the citywide strategic
planning cycle• Development• Implementation• Reporting
ORGANIZATIONAL ASSESSMENTS• Promote organizational sustainability• Work one-on-one to verify and document key business processes• Identify opportunities for improvement• Deploy cross-functional teams to address actionable findings
PROCESS IMPROVEMENTS• Lean Six Sigma• Innovation Team• Cross-functional team• Fosters big ideas and innovative solutions• Innovation Roundtables• Future projects: Innovate Irving and Innovation/Quality School
VOICE OF THE CUSTOMER• Resident Survey
• Focus: Quality of Life, Quality of City Services, and Resident Priorities
• Employee Survey• Focus: Engagement, Satisfaction, and Culture
• Business Survey• Focus: Quality of Economic Environment, Quality of City Services, and Business Priorities
• Point of Service (POS) Surveys• 37 surveys – divided by service area• Focus: Quality of Customer Service and Quality of Specific Services
PERFORMANCE MEASURES
Continuous Evaluation for
Relevance
Review by:•Senior leaders•Employees•City Council
Data Collection, Analysis and
Reporting
Year-End Reporting
Annual Strategic Planning Process
Select Measures•Key work and process indicators•Regulatory•Customer requirements
Comparisons Determined
Performance Improvement
Process
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Crime Down35%
RESULTS• Eliminated more than
64,000 hours• Saved $46 million cost
savings and avoidances• Generated $29.6 in new
revenues
QUESTIONSAimee Kaslik
Performance [email protected]
972 721-2197
Brad KearneyManagement [email protected] 721-8088
Chris SanchezManagement [email protected] 721-2657