Download - City of irving Performance team
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CITY OF IRVINGPERFORMANCE TEAM
FOCUSED ON EXCELLENCE
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• 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
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• 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
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• Residents, businesses and visitors• Sub-Groups• Wide age range• Diverse population• Broad range of needs
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OUR CUSTOMERS
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• 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
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• 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
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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
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• 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
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OVERVIEW
Performance Team
Strategic Planning
Organizational Assessments
Process Improvements
Voice of the Customer
Performance Measures
Baldrige Criteria
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STRUCTURE
Financial Services Director
Performance Administrator
Management Analyst Management Analyst
Assistant City Manager
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STRATEGIC PLANNING• Manage the citywide strategic
planning cycle• Development• Implementation• Reporting
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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
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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
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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
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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
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QUESTIONSAimee Kaslik
Performance [email protected]
972 721-2197
Brad KearneyManagement [email protected] 721-8088
Chris SanchezManagement [email protected] 721-2657