oakland presentation1

A performance based management strategy within the Mayor’s Office, tasked to improve city services by making the City more efficient and effective.

• Form of Government: Strong Mayor• Land Area: 87 square miles• Population: 640,000 citizens• Work Force: 16,000 employees• Operating Budget: $2.4 billion

CITY OF BALTIMORE

• Make Baltimore a cleaner, greener, and healthier city• Encourage private investment and opportunity to

flourish in every neighborhood• Increase educational, cultural and recreational

opportunities for children• Create stable and healthy neighborhoods• Make City government more efficient and effective

MAYOR’S GOALS

CITISTAT BACKGROUND

• Modeled after a similar program in New York City, the Baltimore City Police Department initiated weekly COMPSTAT meetings to improve crime-fighting efficiency.

• CitiStat represents the extended application of the same basic principles to the management of all municipal functions.

1. Accurate and timely intelligence shared by all

2. Rapid deployment of resources

3. Effective tactics and strategies

4. Relentless follow-up and assessment

CITISTAT TENETS

1. Motorolla CSR 311

2. CitiTrack Report

3. CitiStat Template

CitiStat Tenet 1: Accurate and timely intelligence shared by all

3 Regular Sources of Data

1.

2.3.

CITISTAT EXECUTIVE BRIEFINGS

For each meeting a comprehensive executive brief is prepared for the Mayor and her cabinet.


Stephanie Rawlings-Blake Room 250 Mayor City Hall Baltimore, MD 21202

M E M O R A N D U M: February 5, 2010 TO: The Honorable Mayor Stephanie Rawlings-Blake Sophie Dagenais, Chief of Staff Andrew Frank, Deputy Mayor Christopher Thomaskutty, Deputy Mayor FROM: CitiStat Team SUBJECT: Baltimore City Fire Department (BCFD) CitiStat Executive Briefing

For this Executive Briefing memorandum, the following issues are highlighted in greater detail: 1. Strategy for reducing vacation usage in order to reduce staffing challenges. 2. Tracking Callbacks and Rolling Closures. 3. Overtime still up. Sick and A-Time continue to rise. 4. Leave Usage, 2008 vs. 2009. 5. Billing and Collections for Emergency Medical Services (vendor: ACS). 6. Out-of-Title Pay. 7. Reboot of BCFD Performance Appraisals.

Strategy for reducing vacation usage in order to

reduce staffing challenges. At present, the BCFD has difficulty fully staffing each unit on every shift. Too many firefighters who are scheduled to work are on some kind of leave. The single largest type of leave is vacation. The staff shortage results in the need for rolling closures. Some facts about vacation and the Fire Department: o Firefighters may only use vacation leave on

certain days as determined by their shift schedule. o Most firefighters earn more leave each year than

they are allowed to use by their shift schedule. o When a firefighter begins the retirement process,

they are permitted to take up to 120 consecutive work days (240 calendar days) of vacation. On top of this, they receive 90 calendar days of terminal leave.

o While a firefighter is on their 120 days or 90 days of leave, they are still “active duty”. This means that they accrue years of service, additional leave, and that the BCFD cannot fill that empty seat with a new firefighter. The seat must be filled using existing staff (overtime or rolling closures).

o Firefighters are paid out 100% of the value of their vacation (at current pay rate) upon retirement.

120-Day Terminal Vacation:Use vs Payout

$0

$25,000

$50,000

$75,000

$100,000

$125,000

$150,000

$175,000

FirefighterPay Yr 1

FirefighterPay Yr 2+

BCFD StaffingCost Yr 1

Use 120 Days Payout 120 Days

• Department Directors and their Deputies are required to report on critical service initiatives and agency performance at bi-weekly meetings.

• Representatives from the Mayor’s cabinet look for opportunities to improve coordination between agencies and identify strategies to improve performance.

CITISTAT MEETINGS

CitiStat Tenet 2: Rapid deployment of resourcesCitiStat Tenet 3: Effective tactics and strategies

CitiStat Tenet 4: Relentless Follow-up and Assessment

FOLLOW-UP MEMOs

CitiStat Tenet 4: Relentless follow-up and assessment

Motorolla CSR 311


311 Service Request Status Lookup @ www.baltimorecity.gov


CitiStat Tenet 1: Accurate and Timely Intelligence Shared by All

General

TR-Citizen Complaint of Employees

TR-Survey/Escalation

BGE Street Light Repairs

BGE-StLight Pole Installation

BGE-StLight(s) Out

BGE-StLight(s) Out Rear

BGE-StLighting Cable Faults

Traffic TRT - Traffic Study TRT-Sign Change TRT-Sign Missing TRT-Sign New TRT-Sign Removal (Request) TRT-Signals Temp-Stop Sign Removal TRT-Traffic Signal Repairs

Transportation Service Requests

Engineering/Construction Management

TEC-Alley Reconstruction Complaint

TEC-BCPSS Footways Complaint

TEC-BCPSS-Footway Contract

TEC-Footways Complaint

TEC-Footways Contract/Reconstruction

TEC-Survey/Escalation

TEC-WO Street Markings

Safety

TRS-Abandoned Vehicle

TRS-Abandoned Vehicle Turn-in Program

TRS-Parking Away Notification

TRS-Parking Complaint Commercial Veh. Residential

TRS-Parking Complaints

TRS-Vehicle Relocation

TRS-Vehicle Removal

Planning TRP-Truck Restriction Violation

Conduits TRC-Conduit Investigation TRC-Conduit Repairs


CitiStat Tenet 1: Accurate and Timely Intelligence Shared by All

Transportation Service Requests

Maintenance

TRM-Alleys

TRM-BCPSS Brick/Masonry Repair

TRM-BCPSS Debris Hanging on Wires

TRM-BCPSS Fence Repair

TRM-BCPSS Footway Repair

TRM-BCPSS Playground/Parking Lot Repair

TRM-Bags in Trees: elevated

TRM-Barricades - Install

TRM-Barricades - Removal

TRM-Bench Request

TRM-Bridge Repair

TRM-Curb Repair

TRM-Debris Hanging From Wires or Poles

TRM-Debris in Roadway

TRM-Fence Repair

TRM-Footways Repair

TRM-Parking Meter Complaints

TRM-Pickup Potholes

TRM-Potholes

TRM-R&P Street Lighting Repairs

TRM-Saltbox Requests

TRM-Sign Damaged

TRM-Sign Faded

TRM-Sign Structures

TRM-StLight Cable Faults

TRM-StLight Damaged/Knocked Down/Rusted

TRM-StLight Pole Access Cover/Plate Missing

TRM-StLight Pole Installation

TRM-StLight Pole Missing

TRM-StLight(s) Out

TRM-StLighting Cable Cut

TRM-StLighting Inadequate/too bright

TRM-Street Markings

TRM-Street Repairs

TRM-WO Sign Installation

TRM-WO Sign Removal

TRM-WO Street Markings

TRM-Grass Mowing

TRM-Guardrail Repair

TRM-Handicap Ramp Repair

TRM-Illegal Sign Removal


CitiTrack Report


CitiStat Tenet 3: Effective tactics and strategies

Charts based on CitiTrack Report

DOT Maintenance - Potholes Repaired

2312 3889 2781 1409 1247 2867 2032 1003

0.7

10.75 0.85

0.550.68

0.510.4

0

500

1000

1500

2000

2500

3000

3500

4000

4500

FY07Q2 FY07Q3 FY07Q4 FY08Q1 FY08Q2 FY08Q3 FY08Q4 FY09Q1

SR

s C

lose

d

0

0.5

1

1.5

2

2.5

Da

ys

Count 80th Percentile Commit

Commit Time: 2 Days


Mapping based on CitiTrack data

CitiStat Template – Employee Leave


CitiStat Template – Parking Enforcement / Towing


CitiStat Template – Pothole Performance


CitiStat Tenet 2: Rapid deployment of resources

CHARTS based on CitiStat Template

Parking Tickets Issued FY07 - FY09

11,7

93

12,7

51

12,3

58 13,7

28

11,3

44

13,5

87

13,2

22

13,5

07

13,3

96

8,0009,000

10,00011,00012,00013,00014,00015,00016,00017,00018,000

7/1-

7/14

7/15

-7/2

8

7/29

-8/1

1

8/12

-8/2

5

8/26

-9/8

9/9-

9/22

9/23

-10/

6

10/7

-10/

20

10/2

1-11

/3

11/4

-11

/17

11/1

8-12

/1

12/2

-12/

15

12/1

6-12

/29

12/3

0-1/

12

1/13

-1/2

6

1/27

-2/9

2/10

-2/2

3

2/24

-3/9

3/10

-3/2

3

3/24

-4/6

4/7-

4/20

4/21

-5/4

5/5-

5/18

5/19

-6/1

6/2-

6/15

6/16

-6/2

9

FY07 FY08 FY09

Handhelds went live in May 2007 (FY07)

CHARTS based on Requested Data



FIELD WORK driven by data

36th Street – Old lane markings still visible

Cold Spring Rd. – The centerline was milled after initial striping

was unsatisfactory. Second attempt was no better.

Harford Rd – Lane striping was done with thermoplastic.

Comparatively the work was very good, but this patch could

be improved.

Vacant Properties in Park Heights

Closed Cleaning SRs – 4734 & 4732 Park Heights

4738 Park Heights



Howard Street Bridge Graffiti - SR#07-00094241 Closed March 22nd – Picture Take March 23rd



Police Department GunStat CleanStat (Solid Waste and Inspections) Water & Wastewater Department of General Services Department of Transportation Department of Housing Fire Department Department of Recreation & Parks Department of Human Resources Minority and Women-Owned Business Enterprise

CURRENT CITISTAT AGENCIES

•Targets (which provide benchmarks for judging successes and failure)

•Tactics (which focus organizational efforts on achieving the targets)

•Data (which track the performance of agencies and subunits)

•Analysis (which, using the data, identifies the causes of both success and failure)

•Questions (which reveal what agencies are doing and not doing to achieve their targets)

•Learning (which comes from these analyses, questions, and answers)

•Collaboration (which helps the mayor’s staff and the agency’s director and managers to determine what to do next)

•Experimentation (which creates new ways of achieving success)

•Meetings (which regularly review agency progress, targets, analyses, and strategies)

•Thinking (which can suggest how the entire approach can be improved)

CitiStat: More Than Just Meetings and Data

CitiStat Impact

For More . . .

www.baltimorecity.gov and

http://www.businessofgovernment.org/pdfs/BehnReportCiti.pdf

oakland presentation1

News & Politics

citistat background

timely intelligence

assessment citistat

citistat executive briefings

city of baltimore

strategies charts

city government

healthier city