Budget Book Performance Measures nd Quarter Report

Transcription

1 Budget Book Performance Measures nd Quarter Report July 30 th, 2013

2 Budget Book Measures The following is the second quarter 2013 update on the performance measures listed in the Budget Book. A few measures in this report are updated annually due to the type of information reported or reporting scheduled with external organizations. Performance measures provide information on the efficiency and effectiveness of the City of Tacoma s operations. The City hopes that by making this information accessible, citizens will be better informed about the effectiveness of some City programs, how tax revenues are being spent, and progress toward the City's goals. Each measure includes a measure description, quarterly actuals, and targets identified in the biennial budget. s take into account budgetary restrictions and past performance. More detailed information on 24 key measures is located in the Tacoma 24/7 performance report. Tacoma 24/7 includes comparison information and historical performance. Departments City Attorney's Office 2 City Manager's Office 3 Community and Economic Development 6 Environmental Services 11 Finance 13 Fire 15 Hearing Examiner 18 Human Resources 19 Information Technology 20 Library 22 Municipal Court 24 Neighborhood and Community Services 26 Planning and Development Services 31 Police 33 Public Assembly Facilities 36 Public Works 39

3 City Attorney's Office City Attorney's Office Civil Division The Civil Division of the City Attorney s Office is responsible for all legal matters of the City. This division handles all claims, represents it in all lawsuits and hearings, prepares and/or approves all legal documents, and provides legal advice and opinions for the City Council, City Manager, General Government departments, Public Utility Board, Tacoma Public Utilities Director, Tacoma Public Utilities divisions, and City boards and commissions. The Civil Division maintains two primary offices at the Tacoma Municipal Building and Tacoma Public Utilities, with a satellite office at the Tacoma Police Department headquarters. Number of Claims for Damages Filed This measure tracks the number of claims for damages filed for all General Government departments. Representative claims include property damage due to sewer backups and pothole impacts and personal injury resulting from sidewalk trip and falls, employment disputes, and police conduct. City Clerk The City Clerk s Office is responsible for the preparation and distribution of the City Council agenda and related documents, staffing City Council meetings, study sessions and all Council committees, recording and certifying all ordinances and resolutions, serving as custodian of the City seal and official City records, maintaining the Tacoma Municipal Code, processing and maintaining formal contracts and related documents, processing claims for damages and public disclosure requests, and administering the records management program for General Government departments. Number of Public Disclosure Requests 1, This measure tracks the number of public disclosure requests received. Median Number of Days for Public Disclosure Response This measure tracks compliance with state law and ensures accountability and transparency for citizens. State law (RCW ) dictates response times for public disclosure requests at a maximum of five days. City of Tacoma - Office of Management and Budget 2

4 City Manager's Office City Manager's Office Environmental Policy and Sustainability The Office of Environmental Policy and Sustainability is responsible for the development and implementation of municipal programs and policies to improve environmental quality, reduce energy consumption and meet the overall strategic objectives as outlined in the 2008 Climate Action Plan. Number of Air Quality Non-Attainment Days Number of days the fine particle pollution at the South End Tacoma Monitoring Station did not meet the federal standards set by the Environmental Protection Agency. The City of Tacoma partners with the Puget Sound Clean Air Agency to achieve zero days of nonattainment. Number of Participants Attending Citysponsored Sustainability Events This measure tracks the number of participants attending City-sponsored sustainability events such as South Sound Sustainability Expo, Bike Month events, annual Bike Swap, rides, and workshops. Measure ,500 1,000 1,025 1,440 2, Number of Community Gardens (Collected Annually) Number of community gardens in the City. This program engages residents in sustainability and health eating, and the gardens provide local foods for neighborhoods. Number of Bicyclists and Pedestrians Counted During the Annual Count (Collected Annually) This number measures the bicycle and pedestrians counted at the annual Fall Bicycle and Pedestrian Counts, which are taken at 24 locations around Tacoma. Bicyclists 250 Pedestrians 1,200 Updated when data is available City of Tacoma - Office of Management and Budget 3

5 City Manager's Office Government Relations Government Relations provides comprehensive representation of City interests before the Washington Legislature and tribal, state and regional bodies. It also provides focused representation on key issues and specific goals before the Legislature, Congress and federal agencies. Number of Successful Legislative Efforts This measure reports the number of City of Tacoma State and Federal agenda items that resulted in actions serving the City s best interests. This measure is important because it shows that the City s priorities were taken into consideration at the State and Federal levels. Number of Legislative Updates This measure tracks the number of legislative updates written and oral presentations made to the City Council and City Manager about the status of the City s legislative agenda at the state and federal level. City Council adopts the legislative agenda on behalf of the citizens of Tacoma. Public reports on the progress of the agenda allows citizens to be better informed. Number of Presentations This measure reports the number of presentations made to intergovernmental, elected, and appointed officials by Government Relations Office staff. The City develops ideas for legislative action, in part, through its interaction with other governmental agencies. The sharing of issues and possible solutions is a key component of a successful government relations strategy. City of Tacoma - Office of Management and Budget 4

6 City Manager's Office Media and Communications Media and Communications serves as the liaison between the City of Tacoma and the public. Utilizing a variety of multimedia outlets, the department works to develop and implement strategies that positively promote civic engagement and municipal transparency through the delivery of accurate, consistent, and timely information. Number of New TV Tacoma Produced Original Shows This measure tracks the number of new original shows produced by TV Tacoma. This measure helps highlight programs and services provided by the City of Tacoma. Number of New Airings of TV Tacoma Original Programs This measure tracks the number of airings for new original programming produced by TV Tacoma. TV Tacoma serves as a vehicle for educating the community about City services and programs and promoting community events Number of Traditional News Releases Distributed This measure tracks the number of traditional written news releases distributed by staff They serve as an important vehicle to distribute newsworthy information about the programs and services provided by the City. Number of Video News Releases Distributed This measure tracks the number of video news releases distributed by staff. This measure is important in tracking use of new technologies to reach non-traditional media entities. Number of Outgoing Media Pitches This measure track the number of media pitches made by Media and Communications staff to garner coverage of news, programs services and events. It reflects the City s priority to increase communications with journalists and editors, and highlight important news, programs and services in a positive manner. City of Tacoma - Office of Management and Budget 5

7 Community and Economic Development Community and Economic Development Art Programs This office provides support to the Tacoma Arts Commission to develop and implement policies and programs per the Tacoma Municipal Code. It also manages several key programs, including public art funding for artists and arts organizations, Art at Work Month and Tacoma Murals Project programs. Arts and Cultural Events Attendance 775, , , , ,674 This measure tracks attendance at arts and cultural events partially funded by the City. This measure demonstrates that the funding and support by the City attracts audiences and serves people throughout the City. Number of Arts Events 6,600 2,000 3,237 1,500 2,818 Total number of Arts & Cultural Events taking place in Tacoma funded by the Tacoma Arts Commission, Arts Anchor Fund, Arts Projects and Tacoma Artists' Initiative Program. This measure illustrates the impact of funding on the number of arts and cultural activity in Tacoma. Measure Number of Grants Supporting Arts and Cultural Events (Collected Annually) Number of contracts issued for cultural services supporting Arts and Cultural Events for the year. Includes Arts Anchor Fund, Arts Project, & Tacoma Artists' Initiative Program funding (TAIP). Contracts issued only first quarter. This measures shows how many arts projects are supported by the City. Dollar Value of Grants Supporting Arts and Cultural Events (Collected Annually) Dollar amount awarded through the Tacoma Arts Commission's contracts for Cultural Services For the Arts Anchor Fund, Arts Projects, and Tacoma Artists' Initiative Program. This measure reports the amount of money distributed through the Tacoma Arts Commission $ 197,500 $ 197,500 City of Tacoma - Office of Management and Budget 6

8 Community and Economic Development Economic Development Division This Division assists in the development of a vibrant downtown; business attraction, retention and expansion in the industrial districts and business districts through business support services and coordination on planning and infrastructure projects. It also provides expansion, retention and attraction services for large and small employers through outreach and contracts with partner organizations, conducts research and provides targeted customer lists for Tacoma s small business community, and supports expansion of international trade activities. Number of Small Businesses Assisted by Community and Economic Development This measure reports the number of businesses assisted via one-on-one counseling, scoping meetings, workshops, etc. by Community and Economic Development staff and consultants. This measure tracks the impact of Community and Economic Development s business assistance to retain and grow small businesses. Percentage of Commercial/Industrial Space Leased This measure captures and reflects the percentage of vacant commercial and industrial space that is leased by businesses This measure is important because filling vacant space reflects a growing economy, investment in the community and jobs. Commercial 90% 90% 89% 90% 90% Industrial 96% 96% 95% 96% 95% Measure 2013 Year to Date Year to Date s Revenue from Retail Sales Tax $36,272,334 $19,980,576 $20,759,959 This measure is the Department of Revenue s retail sales tax collected for Tacoma. Increases in retail sales show positive economic growth, and indicates an encouraging business climate. Revenues from Business and Occupation Tax This measure is the total Business and Occupation taxes collected for Tacoma. Increases in Business and Occupation taxes show positive economic growth from new and existing businesses. $41,500,000 $20,970,134 $22,818,060 City of Tacoma - Office of Management and Budget 7

9 Community and Economic Development Housing Division This Division provides down payment assistance to income-eligible homebuyers in targeted areas of the city, provides housing repair and rehabilitation assistance to low-income seniors and families, and persons with disabilities. It also provides funding to nonprofit housing organizations for improving existing housing and increasing affordable housing units in Tacoma. Number of Homes Repaired or Rehabilitated This measure tracks the number of affordable housing units that are repaired or rehabilitated with the assistance of Federal funding administered by the City. Maintaining Tacoma s housing stock is important to neighborhood stability and prevention of blight. The primary objective, as stated in the Housing Element of Tacoma s Comprehensive Plan, is to maintain and support vibrant and stable neighborhoods while promoting a variety of housing opportunities to meet the needs of all residents. Number of Homebuyers Assisted through Homebuyer Assistance Programs This measure tracks the number of homebuyers assisted through homebuyer assistance programs operated by Tacoma Community Redevelopment Authority (down payment assistance program), the Homeownership Center of Tacoma, and Habitat for Humanity (homebuyer assistance program). This measure is important because a high percentage of homeownership in the community is considered a stabilizing factor Number of New Affordable Housing Units This measure tracks the number of new or rehabilitated affordable housing units in Tacoma s inventory. Affordable housing for lower income individuals and families is important because it provides a safe and comfortable living space for people who otherwise would end up living in substandard housing or be homeless City of Tacoma - Office of Management and Budget 8

10 Community and Economic Development Small Business Enterprise (formerly Historically Underutilized Businesses) The Small Business Enterprise Program (formerly HUB) is a service provided by the City to increase employment opportunities for small business contractors and individuals seeking to increase their skills through training and apprenticeship on City projects. Historically, SBE provides not only contracting opportunities for City Public Works projects, but also helpful resources in mentoring and business management. Number of SBE Contracts This measure is the number of contracts the City entered into that had Tacoma certified SBE (Small Business Enterprises) companies participating. This measures demonstrates that the City includes small local businesses in City contracting of public works, goods and services. Value of SBE Contracts $4,500,000 $1,000,000 $691,706 $1,250,000 $1,487,888 This measures the dollar value of contracts entered into with Tacoma certified SBE companies. This measure shows the value of the City's contracting with SBEs. Percentage of SBE participation in 15.0% 15.0% 8.1% 15.0% 10.4% contracts This measure is the percent of Tacoma certified SBE companies participation in City Contracts. City of Tacoma - Office of Management and Budget 9

11 Community and Economic Development Local Employment and Apprenticeship Training Program and Contract Compliance This office provides residents of Tacoma, particularly those from the Community Empowerment Zone, with the training and support services necessary to complete apprenticeship requirements which lead to family-wage jobs in the building and construction trades. It assists in the development of skilled workers by leveraging workforce development resources that provide quality outreach, recruitment and training services, and it provides contract compliance services to General Government and Tacoma Public Utilities. Number of LEAP Projects This measures the number of public works projects the City managed that had LEAP Utilization Goals. It tracks the number of public works projects that provide job opportunities for Tacoma residents including local apprentices. Number of LEAP Hours 44,065 11,466 12,309 12,445 11,812 This measures the number of labor hours worked by LEAP-qualified employees. We verify that local residents and apprentices are "LEAP-Qualified" and track hours reported on certified payrolls. Value of Wages Earned by LEAP Employees This measures the value of wages earned by LEAP-qualified construction workers. Number of Federal Grants Managed by LEAP This measures the number of multiple-year grants the LEAP Program managed. Grants provide training and employment opportunities for Tacoma residents. Number of Grant-trained Participants Who Obtained Jobs This measure shows the number of participants that were provided environmental job training and obtained unsubsidized employment. $1,812,120 $453,030 $489,907 $448,376 $423, City of Tacoma - Office of Management and Budget 10

12 Environmental Services Environmental Services Solid Waste Solid Waste improves quality of life for residents in Tacoma by safely, reliably, sustainably and effectively managing the collection, disposal and recycling of a variety of materials for over 53,000 residential customers and over 4,000 commercial customers. Working with the City s Tacoma CARES, Community Based Services and Call2Haul programs, Solid Waste also provides a variety of other related services to the community. Tons of Residential Material By Type This measure tracks the amount of solid waste, recycling, and yard/food waste material collected from residential customers, and allows for a comparison of those figures. Recycling promotes responsible environmental stewardship and long-term sustainability. It is a cost effective alternative to burying waste in landfills. Solid Waste 43,450 10,863 9,200 10,863 9,800 Recyclables 17,400 4,350 4,100 4,350 4,200 Yard Waste 26,000 2,600 3,500 10,400 10,800 Surface Water Surface Water is responsible for protecting the environment and prevention of flooding by maintain the city s capacity to move rain or property drainage away from ratepayers properties using environmentally friendly best management practices. Additionally, Surface Water protects water quality by maintaining an intricate network of pipes, pump stations, and structures throughout the city, improving infrastructure through capital projects, and managing other programmatic elements in compliance with the National Pollutant Discharge Elimination System (MS4) permit issued by the State Department of Ecology. Measure Stormwater Quality (Collected Annually) This is a set of measures that demonstrate changes in storm water quality. By taking specific actions, such as cleaning pipes and improving filtering operations, the City has been able to improve stormwater quality. Prevention of pollution is critical to the improvement of water quality in our creeks, river, and bay. Maintain or increase the amount (75%) of stormwater measures that are significantly improving. Updated when data becomes avaliable City of Tacoma - Office of Management and Budget 11

13 Environmental Services Wastewater Wastewater protects the public from contaminants in water disposed of in household or business sinks, toilets, and floor drains, ensuring compliance with the National Pollutant Discharge Elimination System (NPDES) permit issued by the State Department of Ecology while preserving and enhancing the aquatic environment in the greater Tacoma area. Wastewater works to treat water for reuse, recycle biosolids and collect and use biogas. Wastewater operates two award-winning water treatment plants, hundreds of miles of wastewater pipe, and dozens of pump stations. No NPDES Permit Violations National Pollution Discharge Elimination System are permit requirements set by the State Department of Ecology and Environmental Protection Agency in accordance with the Clean Water Act. Compliance with our NPDES permits is a legal requirement and an important step in protect the water quality of Commencement Bay and surrounding environs. Reduce Power Consumption at Central Treatment Plant The Central Treatment Plant is a large power customer and power consumption is an indicator of efficient plant operations. The amount of power consumed is directly related to the cost to the watewater utility for electricity. Electricity is a large component of the treatment plant's monthly costs. 5% less than 2012 No Violations No Violations No Violations No Violations 2.35 mwh / million gallons treated 2.35 mwh / million gallons treated 2.52 mwh / millions gallons treated 2.35 mwh / million gallons treated No Violations 2.36 mwh / million gallons treated City of Tacoma - Office of Management and Budget 12

14 Finance Finance Procurement and Payables This office is responsible for maintaining public confidence and trust. They are responsible for acquiring goods and services in a manner that complies with federal, state and local laws, including the Tacoma City Charter and Tacoma Municipal Code, as well as applicable ordinances, rules and policies. Number of Small Works Roster Contracts This measure shows the number of contracts the City awarded using the Small Works Roster. The Small Works Roster is an accelerated procurement method used for public works and improvement contracts valued at less than $200,000 and may benefit smaller contractors with expedited payment and the potential to waive the bid bond. Value of Small Works Roster Contracts $250,000 $62,500 $165,977 $62,500 $235,668 This measure is the value of the contracts between the City and businesses on the Small Works Roster. Tax and License This office is responsible for registering and licensing businesses in Tacoma, and collecting annual business and regulatory license fees, City Business and Occupation taxes and admissions, utility and gambling taxes, and the administration and collection of pet licenses. Total Number of Business Licenses Issued 21,200 13,700 13,658 2,500 2,682 This measure shows the number of business licenses issued. Business licenses measures both track the revenue to the City from licensing fees and serve as an indicator of the economic climate. City of Tacoma - Office of Management and Budget 13

15 Finance Number of Net New Businesses Opened 1, The measure shows the number of new business licenses issued subtracted by the number of businesses closed. Businesses may notify the City several months after they close, this number is only a snap shot in time, and the number of businesses closed in a fiscal year may change after the end of the year. City Treasurer This office manages principal and interest payments on the City s capital borrowings. General Obligation Bond Ratings This measure shows the creditworthiness of the City of Tacoma as assessed by three major financial rating companies. The City s bond rating can significantly impact borrowing costs. Moody s Investors Service Aa2 Aa2 Aa3 Aa2 Aa3 Standard and Poor s Corporation AA AA AA AA AA Fitch Ratings A+ A+ A+ A+ A+ Earnings Rate on Investments Market Market 0.96% Market 0.83% This measure tracks the earnings rate on the City s investable balances. The City tries to maximize its earning rate. City of Tacoma - Office of Management and Budget 14

16 Fire Fire Fire Suppression and Emergency Medical Services Firefighters assigned to engine, squad, and ladder companies serve as first-responders to all emergency incidents, including structure, vehicle and grass fires. They respond to all emergency medical incidents and initiate medical treatment and patient extrication before paramedics arrive. They also conduct basic fire safety inspections for over 5,000 residential, commercial and industrial buildings annually. Percentage Of Incidents The First Company Arrives Within Response Time Goals This measure tracks the time it takes for the first firefighters to arrive on the scene of an emergency incident. Total response time (TRT) is the sum of dispatch, turnout and travel time. The TRT urban goal for the first arriving company is 8 minutes and 12 seconds, and the suburban goal is 9 minutes and 30 seconds. Decreasing response time means that firefighters are reaching the scene faster, reducing the potential for fire loss and death. 90.0% 90.0% 91.0% 90.0% 91.2% Average Total Response Time For The First Arriving Company This measure tracks the average time to it takes for firefighters to arrive at the scene of an emergency incident. Total response time is the sum of dispatch, turnout and travel time. The TRT goal for the first arriving company is 6 minutes and 6 seconds. 6:06 6:06 6:18 6:06 6:15 Decreasing response time means that firefighters are reaching the scene faster, reducing the potential for fire loss and death. Percentage Of Incidents A Medic Company Arrives Within Response Time Goals This measure tracks the time it takes for paramedics to arrive on-scene of an advanced life support emergency. Total response time (TRT) is the sum of dispatch, turnout and travel time. The TRT goal for the first arriving medic company is 10 minutes and 30 seconds. 90% 90% 78% 90% 79% Decreasing response time means that firefighter paramedics are reaching the patient faster in an emergency. City of Tacoma - Office of Management and Budget 15

17 Fire Average Response Time for a Medic 8:35 8:35 8:34 8:35 8:34 Company to Arrive On-Scene of an Emergency This measure tracks the average time to it takes for crews to arrive at the scene of an ALS emergency medical incident. Reducing response times means that firefighter paramedics are reaching the scene of emergencies faster. Total Confirmed Fires This measure shows the total number of confirmed fire incidents responded to by the Tacoma Fire Department. This measure reflects the progress made in fire prevention, safety education programs, and enforcement of the Fire Code. Total Fire Incidents Per 1,000 Residents This measure shows the total number of confirmed fire incidents responded to by the Tacoma Fire Department for every 1,000 residents. This measure reflects the progress made in fire prevention, safety education programs, and enforcement of the Fire Code. Total Emergency Medical Incidents 31,340 7,835 7,747 7,835 7,996 This measure shows the total number of dispatched emergency medical incidents responded to by the Tacoma Fire Department. This measure reflects the progress in efforts made toward health and wellness throughout the city. It is also an indication of the workload for the department. Total Emergency Medical Incidents Per 1,000 Residents This measure indicates the number of dispatched emergency medical incidents responded to by the Tacoma Fire Department for every 1,000 residents. This measure reflects the progress in efforts made toward health and wellness throughout the city. It is also an indication of the workload for the department City of Tacoma - Office of Management and Budget 16

18 Fire Firefighter Injuries This measure indicates the number of firefighter on-the-job injuries. Preventing on-the-job injuries protects the health of firefighters and reduces associated expenses when they are unable to work. Firefighter Injuries Per 1,000 Incidents This measure indicates the number of firefighter injuries per 1,000 incidents. Preventing on-the-job injuries protects the health of firefighters and reduces the associated expenses when they are unable to work Dispatch & Emergency Communications The Tacoma Fire Department operates a call center, providing initial dispatch and emergency incident communications for the Tacoma Fire Department, Central Pierce Fire and Rescue and Rural/Metro private ambulance. The center is staffed with uniformed firefighters, all certified as emergency medical technicians and emergency medical dispatchers Dispatches Completed Within 1:30 - Performance (90th Percentile) This measures tracks the time elapsed from the receipt of a call to the completion of the dispatch directing firefighters to respond. Reducing dispatch time allows firefighters to reach the scene of an emergency faster, decreasing the potential for fire loss and death. 1:30 1:30 1:53 1:30 1:58 City of Tacoma - Office of Management and Budget 17

19 Hearing Examiner Hearing Examiner Hearing Examiner The Hearing Examiner s Office processes administrative appeals and conducts public hearings covering a wide variety of matters over which it has been given jurisdiction by provisions of the Tacoma Municipal Code. Its administrative hearing services provide a costeffective and accessible forum for meeting the due process requirements of the federal and state constitutions arising in connection with City actions. In addition, the Hearing Examiner s Office conducts civil forfeiture hearings on claims arising from the Tacoma Police Department s seizure of cash or other property used in connection with illegal controlled substances activity. In providing administrative hearing services, the Hearing Examiner s Office maintains formal records of appeals from their inception through the final decision or recommendation. Total Number of Cases Filed Per Year This measure tracks the overall caseload processed by the Hearing Examiner's Office. This measure allows interested parties to see the volume of work over time. Total Number of Decisions/ Orders Issued Per Year This measure tracks the number of decisions or orders generated annually by the Hearing Examiner's Office. When reviewed with the number of cases filed per year, the measures are indicators of workload City of Tacoma - Office of Management and Budget 18

20 Human Resources Human Resources Labor Relations The Labor Relations staff negotiates with 29 collective bargaining units on behalf of management. The office oversees and facilitates the grievance and arbitration processes. They provide technical assistance, contract interpretation, and training for management. Labor Relations staff members coordinate communications, problem-solve issues, and serve as the primary contact for union business representatives. Number of Grievances The measure tracks the number of grievances filed by represented employees each year. A grievance is the process used by a represented employee to file a complaint or allegation that a section of the collective bargaining agreement has been violated. Efforts are made to resolve a grievance at the lowest level possible. Personnel Services Personnel Services provides support to all City departments for the recruitment and hiring of employees and employee performance management processes. They also administer classification and compensation systems, and manage disciplinary processes, oversee personnel actions, coordinate personnel system work with Payroll and Information Services, and maintain the SAP Human Resources organizational structure. Average Number of Days to Create Candidate Pool This measure tracks the time it takes for Human Resources staff to develop and implement a recruitment and selection plan which results in a pool of candidates who are available for hire pursuant to the City s personnel rules. This demonstrates responsiveness and efficiency in addressing City hiring needs. <60 <60 37 <60 42 Voluntary Turnover Rate <3% <0.75% 0.5% <0.75% 0.4% This measure tracks the percentage of employees who have voluntarily left City employment. It does not include terminations or retirements. The voluntary turnover rate demonstrates the City's effectiveness in retaining high-performing employees. City of Tacoma - Office of Management and Budget 19

21 Information Technology Information Technology Administrative Services This office handles performance management, service level management and information systems governance for strategic planning, prioritization and capacity planning. It contracts commercial product and support services for the department s technology applications, infrastructure and security services; rates and budgets assessment modeling for internal and external customers; manages software licensing compliance; and provides clerical support for information systems governance and service level management. Measure Total Information Technology Department Budget as a Percentage of City s Operating Budget This measure reflects the City s investment in information technology as compared to the City s entire operating budget and helps the City track its overall information technology investment as compared to other cities and organizations. This comparison is important to ensure the appropriate level of investment in information technology. Network and Computing Support <4% 1.91% Network and Computing Support ensures stable and secure communications environments for all City departments, including telecommunications networks, emergency radios, data networks, Internet access and wireless connectivity. It also provides City-wide and calendar support, Enterprise licensing for desktop productivity tools, customer service field support, and 24-7 service desk support. Network Uptime Percentage 99.9% 99.9% 100.0% 99.9% 100.0% This measure provides information on Enterprise network system availability which is maintained and monitored by Information Technology Department staff. This measures demostrates system stability. City of Tacoma - Office of Management and Budget 20

22 Information Technology Percentage of Telephone System and Network Outages Corrected Within 24 Hours This measure shows the responsiveness of the Information Technology Department to customer telephone and network service requests; including fixing outages, adding or removing lines, etc. Responsiveness is important since network problems can negatively impact the ability of employees to provide services % 100.0% 100.0% 100.0% 100.0% Measure Ratio of Workstations to Number of City Employees This measure tracks the ratio of workstations to City employees. Helps the IT Department determine support and service level plans. This measure does not include devices such as cell phones, and other non-personal computer devices. Software and Systems Support < This team provides Enterprise applications support, technical standards related to software and data purchased for or created by the City. It also includes the software licensing for the City s Enterprise resource planning systems, as well as all analysis, development, testing, implementation, training and support for City-wide software applications. SAP Uptime Percentage 99.9% 99.9% 100.0% 99.9% 100.0% This measure provides information on SAP system availability maintained and monitored by IT staff. SAP is the City s financial, budget, customer service, work management and human resources software. Percentage of SAP Problem Resolution / Repairs Corrected Within 24 Hours 90.0% 90.0% 86.0% 90.0% 91.0% This measure shows IT Department responsiveness to customer service desk requests for SAP support. Customer service responsiveness is important since SAP problems can negatively impact the ability of employees to provide services. City of Tacoma - Office of Management and Budget 21

23 Library Library Access to Library Facilities The Tacoma Public Library s Main Library is currently open 54 hours each week, and offers a special collection of Northwest history resources, a digital media lab for teens and a 12-station computer classroom for public training workshops. It also offers access to seven neighborhood libraries that are each open 40 hours each week. All facilities include story times and programs for children, teens and families, homework help, book clubs, lectures and educational workshops. Number of Visits to Libraries 1,017, , , , ,948 This measure tracks the number of visits to Tacoma Public Library s facilities. This measure shows the level of use by the public at each facility and indicates if service adjustments are needed. Access to Library Collections The Tacoma Public Library offers access to content in traditional formats including books, magazines, newspapers, maps, photographs, compact discs and DVDs. It also offers access to digital databases and services including interactive homework help, career and employment materials, and a growing collection of downloadable ebooks, music and other material. Number of Items Checked Out (Library Circulation) This measure tracks the the use of Tacoma Public Library s materials such as books, CDs, tapes, and DVDs. This statistic measures the effectiveness of our purchasing strategies and provides information to alter the strategies as needed. 1,800, , , , ,214 Number of Electronics Materials Checked Out This measure tracks the number of digital downloads from the Tacoma Public Library's website. This statistic measures the effectiveness of our purchasing strategies and provides information to alter the strategies as needed. 56,000 14,000 22,270 14,000 24,663 City of Tacoma - Office of Management and Budget 22

24 Library Access to Computers and the Internet Access to Internet resources through computers is available in eight Tacoma Public Library facilities, including 47 public workstations at the Main Library and 17 at the Mottet Library. The Tacoma Public Library also offers Wi-Fi connectivity and remote access through the Library s website to its online catalog, information databases and other virtual services. And, through a variety of social media tools including Facebook, Twitter, blogs, a YouTube channel and Pinterest, the Tacoma Public Library interfaces with the public. Number of Public Computer Sessions 242,000 60,500 45,829 60,500 46,956 This measure tracks the use of Tacoma Public Library s computers. Patrons use these computers to access software and the Internet. This statistic measures the level of use of the public computers in various locations and provides information for the planning for future technology investments. Library Administration This includes the Office of the Library Director, who is responsible for the overall management of the Tacoma Public Library and its relationships with the City and other community organizations. The Library director serves as the secretary of the Tacoma Public Library s Governing Board of Trustees. The program includes staff responsible for supporting the activities of the Board of Trustees and providing services related to human resources, training, payroll, accounts payable and financial management of the Library s budget. Measure Percentage of Customer Satisfaction Ratings of Good or Excellent This measure tracks the number of library users that ranked customer satisfaction as "Good" or "Excellent" during the Tacoma Public Library s annual customer survey. The survey will begin in By looking at the the satisfaction rating, the Library can determine the need for changes to Library services. 80.0% Updated when data is available City of Tacoma - Office of Management and Budget 23

25 Municipal Court Municipal Court Criminal Operations Criminal Operations manages adjudication for misdemeanor and gross misdemeanor criminal cases including arraignments, pre-trials and jury trials. This division also monitors for sentence compliance with recommended substance abuse, domestic violence and mental health treatments. It also receives fine and restitution payments. * Criminal Caseload 8,200 2,050 1,512 2,050 1,217 This measure provides the number of criminal charges filed. This measure is relevant because it provides a view of the Municipal Court's criminal workload. Number of Outgoing vs. Incoming Criminal Cases (Case Clearance Rate) 100% 100% 111% 100% 100% Clearance rates are the number of outgoing cases as a percentage of the number of incoming cases. Clearance rates measure whether the Municipal Court is keeping up with its incoming caseload. Measure Fine and Fee Collection Rate 11.00% (Collected Annually) The measure shows the Municipal Court's collection rate for local revenue during the last three calendar years and an average collection rate for the three-year period. This measure is relevant to citizens and policy makers because it tracks revenues likely to be collected from fines and fees. * s do not include June. Updated when data becomes available City of Tacoma - Office of Management and Budget 24

26 Municipal Court Parking Infraction Operations Parking Infractions Operations handles adjudication for parking infraction cases. This division monitors compliance with case conditions as well as payment of penalties. * Parking Infraction Caseload 43,000 10,750 12,506 10,750 9,217 This measure provides the number of parking infraction charges filed for a specific time period. This measure is relevant because it provides a snapshot of the Municipal Court's parking infraction workload. Number of Outgoing vs. Incoming Parking 105.0% 105.0% 84.0% 105.0% 100.0% Cases (Case Clearance Rate) Clearance rates reflect the number of outgoing cases as a percentage of the number of incoming cases. Clearance rates measure whether the Municipal Court is keeping up with its incoming caseload. Traffic Infraction Operations Traffic Infraction Operations handles adjudication for traffic infractions and camera-enforced citations. This division monitors compliance with case conditions as well as payment of penalties. It also sends resolution information including notices regarding someone s failure to appear, respond or pay to the Department of Licensing. * Traffic Infraction Caseload 42,200 10,550 9,752 10,550 7,324 This measure provides the number of traffic infraction and camera-enforced charges filed for a specific time period. This measure is relevant because it provides a snapshot of the Municipal Court's traffic infraction workload. Number of Outgoing vs. Incoming Traffic 98.0% 98.0% 98.0% 98.0% 87.0% Cases (Case Clearance Rate) Clearance rates reflect the number of outgoing cases as a percentage of the number of incoming cases. Clearance rates measure the Municipal Court s ability to keep up with incoming caseload. * s do not include June. City of Tacoma - Office of Management and Budget 25

27 Neighborhood and Community Services Neighborhood and Community Services Child Care Services: Child Care Aware of Tacoma-Pierce County Child Care Aware of Tacoma-Pierce County supports parents looking for quality licensed child care and supports child care providers in providing high quality care for children through a variety of programs. Child Care Aware also addresses system wide issues in the early learning field, and is currently implementing Early Achievers, a state wide approach to evaluating and rating providers, providing supports for quality improvement, and educating parents on quality child care indicators. Number of Child Care Providers Participating in the President's Race to the Top This measure shows the number of child care providers enrolled in the Washington State Early Achievers Quality Rating System as part of the President's Race To The Top Grant. The quality of child care has been shown to directly impact future academic performance and positive engagement in the community Code Compliance Code Compliance is responsible for ensuring that property owners maintain compliance with the Tacoma Municipal Code to protect the health, safety and welfare of Tacoma s residents. Examples of day-to-day enforcement actions include: litter and debris, junk and abandoned vehicles, dangerous and derelict buildings, graffiti, overgrown vegetation and business license violations. While Code Compliance works to achieve voluntary compliance, citation or abatement action is taken where necessary. Voluntary Compliance Rate for Confirmed Code Violations This measure shows the number of confirmed code violation cases brought into voluntary compliance as a percentage of confirmed violations closed during a reporting period. This does not include no hazard violations. Code Enforcement enhances the safety and appearance of neighborhoods and business districts, prevents blight, protects property values and enhances economic conditions. Voluntary compliance is the most effective form of code enforcement and is always one of our primary goals. 97% 97% 96% 97% 98% City of Tacoma - Office of Management and Budget 26

28 Neighborhood and Community Services Average Days from Site Inspection to Compliance This measure tracks the average number of days from site inspection to case closure for all code violation complaints. It is important to track how long complaints are open. This allows management to establish reasonable time frames for compliance. Average Days from Complaint to Initial Inspection of Code Violation This measure tracks the number of days from the time a complaint is received to when an initial inspection occurs. Responsiveness is a primary goal in customer service. The more quickly our staff can respond to inspect an issue the better our customers feel about our service Community Based Services Community Based Services works to further the City of Tacoma s goal of creating and maintaining safe, clean and attractive neighborhoods by engaging the community, and ensuring that City services are aligned with community priorities. While the primary Community Based Services partnerships include staff from Community Based Services, Code Compliance, and community policing, Community Based Services works to build partnerships among all City services to address community problems. Staff from the Community Based Services program also coordinate the Crime Prevention through Environmental Design, Adopt-A-Spot and Community Cleanup programs. Number Community Clean-Ups Community Based Services works with neighbors, Code Enforcement and the Solid Waste Division to create opportunities for communities to work together and improve the cleanliness and quality of life in their neighborhoods. Community cleanups serve a dual purpose of providing a way for residents to make their neighborhood cleaner and serve as a community building opportunity where neighbors get to know one another. Cleanups will occur in the second and third quarters of City of Tacoma - Office of Management and Budget 27

29 Neighborhood and Community Services Clean-Up Tonnage Community cleanups contribute to the cleanliness and appearance of Tacoma neighborhoods. Number of Community Clean-Up Participants 2, ,700 1,776 Community Based Services staff works with community members and volunteers to ensure that participation in community cleanups is advertised and available to a maximum number of people in the neighborhood. The number of customers that participate also indicates the number of people exposed to City services and programs as well as their neighborhood group through the distribution of education materials. Contract Services: Funding to External Agencies The Neighborhood and Community Services Department manages the allocation of both General Fund and federal funding to community and human service agencies including application, contract development and program evaluation. These external agencies support the areas of basic needs, employability and youth services. Measure 2013 Year to Date Number of Tacoma Residents Receiving 181, ,400 Social Services This measure is the aggregate annual count of the number of residents receiving social services from programs funded by the City of Tacoma. This information helps staff track the number of people impacted by City funding and evaluate the City s ability to respond to social service needs in the community. Measure 2013 Year to Date Number of Tacoma Residents Receiving 7,500 3,060 Mental Health and/or Chemical Dependency Services This measure shows the number of individuals receiving chemical dependency and/or mental health services from programs funded by the City of Tacoma. This funding process began in Individuals with untreated chemical dependency and/or mental health needs have a disproportionate impact on the livability and business atmosphere for the City of Tacoma. This is an unduplicated number. City of Tacoma - Office of Management and Budget 28

30 Neighborhood and Community Services Senior Citizen Services Senior Citizen Services operates two senior activity centers to provide a comprehensive set of programs to improve and maintain health, stimulate learning and provide socialization, recreation and volunteer opportunities for people age 50 and older. It provides over 500 meals per year to seniors who may consider these meals to be their primary meal of the day, Monday through Friday, and 300 monthly van rides to both senior activity centers for seniors living in the city limits of Tacoma. Number of Meals Provided to Senior Citizens This measure shows the number of meals provided to senior citizens at the two City of Tacoma operated Senior Centers. Senior citizens often struggle to meet their basic needs. This includes access to food and medication. This program helps by providing a source of nutritious food to seniors. 25,000 6,250 4,785 6,250 4,321 Unique Visitors Served at Senior Centers Quarterly This measure tracks the number of unique seniors served at the two City of Tacoma operated Senior Centers in a quarter. This helps measure the need in the community to serve senior citizens and the impact of the City s Senior Centers Gang Reduction The Tacoma Gang Reduction Project coordinates community and local government responses through the development and oversight of prevention, intervention, suppression and systems change strategies for at-risk and gang-involved youth in Tacoma. It also implements the Office of Juvenile Justice and Delinquency Prevention s Comprehensive Gang Model. Measure Number of Tacoma Youth Served by Gang Intervention Programs This measure tracks the number of Tacoma youth served by gang prevention and intervention programs funded by the City of Tacoma. Gang crime negatively impacts Tacoma s development, safety and livability. This is an unduplicated number Year to Date City of Tacoma - Office of Management and Budget 29