GENERAL GOVERNMENT SERVICES

GENERAL GOVERNMENT SERVICES Policy Leadership... 176 Office of the City Manager... 178 Office of Community Assistance... 179 City Link... 180 City Secretary... 181 Marketing and Communications... 183 Human Relations... 185 General Government Non-Departmental... 188 General Government Capital Projects... 189 175

POLICY LEADERSHIP PROGRAM DESCRIPTIONS Mayor: Official head of City government which provides leadership in the establishment of City priorities and in the formulation of strategies to achieve those priorities, presides at City Council meetings and votes in case of a tie, and issues proclamations and carries out special responsibilities during emergencies. City Council: Eight-member governing body of the City who establishes policies and programs for effective delivery of City services, approves annual financial plan and sets property tax rate and most user fees, and adopts all local ordinances, rules, and regulations for the welfare of the City. City Attorney: Provides legal services for the City including litigation services in state/federal courts, negotiates and reviews contracts, drafts ordinances and legislation, and provides counsel on federal regulations, bond financings, and Mayor and City Council agenda items. Actual Budget Adopted Percent EXPENDITURES BY PROGRAM FY 13-14 FY 14-15 FY 15-16 Change Mayor $260,198 $285,270 $307,810 7.9% City Council 335,951 369,460 379,100 2.6% City Attorney 1,068,543 1,097,770 1,222,250 11.3% Total Expenditures by Program $1,664,692 $1,752,500 $1,909,160 8.9% EXPENDITURES BY TYPE Mayor Personnel $144,206 $193,860 $212,930 9.8% Supplies and Services 115,992 91,410 94,880 3.8% Subtotal $260,198 $285,270 $307,810 7.9% City Council Personnel $132,951 $158,660 $162,000 2.1% Supplies and Services 203,000 210,800 217,100 3.0% Subtotal $335,951 $369,460 $379,100 2.6% City Attorney Personnel $968,636 $993,690 $1,115,650 12.3% Supplies and Services 99,907 104,080 106,600 2.4% Subtotal $1,068,543 $1,097,770 $1,222,250 11.3% Total Expenditures by Type $1,664,692 $1,752,500 $1,909,160 8.9% RESOURCES BY TYPE Miscellaneous Revenues $5,600 $0 $0 N/A Other General Fund Revenues 1,659,092 1,752,500 1,909,160 8.9% Total Resources by Type $1,664,692 $1,752,500 $1,909,160 8.9% 176

POLICY LEADERSHIP Actual Budget Adopted Positions FY 13-14 FY 14-15 FY 15-16 Change Mayor: Full-Time 3 3 3 0 City Attorney: Full-Time 9 9 10 +1 FY 2015-2016 Adopted Compensation for Elected Officials FY 14-15 FY 15-16 Mayor Annual Salary $13,020 $13,410 Expense Allowance 6,000 6,000 Optional Car Allowance 3,900 3,900 City Council Annual Salary 10,185 10,490 Expense Allowance 2,700 2,700 Optional Car Allowance 3,900 3,900 Memberships to Organizations in which the City is a Corporate Member Organization FY 14-15 FY 15-16 Departmental Budget National League of Cities $13,400 $13,400 City Council North Carolina League of Municipalities 60,530 63,940 City Council UNC School of Government 26,660 27,680 City Manager Piedmont Triad Regional Council 48,980 49,460 City Council North Carolina Metropolitan Coalition 14,280 15,710 Mayor US Conference of Mayors 12,250 12,250 Mayor Downtown Winston-Salem Partnership (DWSP) 26,810 26,810 Development Office Sister Cities International 880 970 Development Office Greater Winston-Salem Chamber of Commerce 4,070 4,070 Development Office Total $207,860 $214,290 BUDGET HIGHLIGHTS - The adopted FY 2015-2016 budget includes the addition of one assistant city attorney ($90,220) to provide support for Chapter 19 nuisance abatement actions resulting from establishments where numerous arrests have been recorded for drug-related activities, assaults, and other disturbances. In addition to providing in-house capacity for nuisance abatement, the position will also assist with an increasing contract workload. 177

OFFICE OF THE CITY MANAGER MISSION STATEMENT The mission of the Office of the City Manager is to ensure the implementation of the policies of the Mayor and the City Council through strategic leadership, fiscal stewardship, customer service, and innovative practices. PROGRAM DESCRIPTION As administrative head of the City, the City Manager recommends policy to the Mayor and City Council and administers City government in accordance with policies approved by the Mayor and City Council. Promotes the interests of the City of Winston-Salem, with federal, state, and local governments through legislative advocacy and interaction with agency officials. Monitors performance management systems and promotes civic involvement and citizen engagement in support of performance objectives and priorities. Coordinates the solicitation of federal and state grant funds for City projects. PERFORMANCE MEASURES AND SERVICE TRENDS Effectiveness Achieve a pass rate of 75% for newly requested local bills by General Assembly Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 20% 17% 50% Achieve a completion rate of 90% for department key work items 81% 85% 90% Workload City meetings with state/federal representatives 5 5 5 New local bills requested 5 2 2 Number of Mayor and City Council public meetings 73 74 78 Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change Personnel $1,142,934 $1,164,310 $1,198,420 2.9% Supplies and Services 125,294 122,640 126,450 3.1% Total Expenditures by Type $1,268,228 $1,286,950 $1,324,870 2.9% RESOURCES BY TYPE Other General Fund Revenues $1,268,228 $1,286,950 $1,324,870 2.9% Total Resources by Type $1,268,228 $1,286,950 $1,324,870 2.9% Positions Change Full-Time 7 7 7 0 178

OFFICE OF COMMUNITY ASSISTANCE MISSION STATEMENT The mission of the Office of Community Assistance is to assist Council Member s with individual citizens, groups, and neighborhoods and address issues and concerns impacting their communities. PROGRAM DESCRIPTION Proactively identifies and addresses issues and concerns that adversely impact communities. Provides information to individual citizens, groups, and neighborhoods regarding City services and processes. Enhances the delivery of City services. PERFORMANCE MEASURES AND SERVICE TRENDS Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 Efficiency Average number of days to refer issues/concerns 1 1 1 Number of contacts received per Community Assistance Liaison per 29.5 24.3 25 month Workload Number of issues/concerns referred to Non-City agencies 120 140 143 Number of contacts assisted with projects, events, or general 2,580 2,374 2,422 information Information and/or material distribution 6,618 7,265 7,410 Number of issues and concerns identified 3,033 2,918 2,976 Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change Personnel $447,537 $453,530 $471,400 3.9% Supplies and Services 65,421 100,220 100,450 0.2% Total Expenditures by Type $512,958 $553,750 $571,850 3.3% RESOURCES BY TYPE Other General Fund Revenues $512,958 $553,750 $571,850 3.3% Total Resources by Type $512,958 $553,750 $571,850 3.3% Positions Change Full-Time 6 6 6 0 179

CITY LINK MISSION STATEMENT The mission of City Link is to improve citizens access to information and non-emergency City services, while delivering excellent customer service. With the goal of one contact resolution, City Link strives to be the single contact point through which citizen needs are addressed, thereby easing the burden for citizens unfamiliar with the structure of City government and responsibilities of City departments. Through one contact resolution, City Link enhances departmental efficiency, responsiveness, and accountability. PROGRAM DESCRIPTION Responds to citizen requests via phone, live chat, email, web intake, social media, and smartphone mobile applications. Provides information, answers questions, and directs callers to the appropriate party to have issues resolved. Initiates service requests and routes to appropriate departments for quick response and resolution. Captures all relevant data for accurate reporting on volume of requests and performance against service levels. PERFORMANCE MEASURES AND SERVICE TRENDS Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 Effectiveness Answer at least 70% of calls within 30 seconds 62.0% 75% 75% Achieve an accuracy rate of 85% information and call flow 85.0% 90% 90% Percentage of calls handled single contact resolution 83.4% 93% 95% Efficiency Average call-handle time in minutes (objective: 3 minutes or less) 4 min 4 min 4 min Average hold time in seconds (objective: <30 seconds) 25 23 23 Workload Number of calls received 418,606 426,978 435,518 Number of service requests created 379,742 398,700 418,635 Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change Personnel $1,209,439 $1,337,110 $1,377,470 3.0% Supplies and Services 569,879 544,740 519,460-4.6% Equipment Leasing Expense 1,289 0 0 0% Total Expenditures by Type $1,780,607 $1,881,850 $1,896,930 0.8% RESOURCES BY TYPE General Fund Revenues $1,780,607 $1,881,850 $1,896,930 0.8% Total Resources by Type $1,780,607 $1,881,850 $1,896,930 0.8% Positions Change Full-Time 27 27 27 0 180

CITY SECRETARY MISSION STATEMENT The City Secretary s Office prepares and maintains complete and accurate records of the proceedings of the City Council, provides administrative support to members of the City Council, and provides information and assistance to citizens in a timely manner. PROGRAM DESCRIPTIONS City Council: Prepares agenda for all City Council and Council committee meetings. Maintains permanent minutes and documents resulting from those meetings. Provides administrative support services to members of City Council. Citizen Services: Routes, transmits, and maintains files of applications or petitions for: street closures, annexations, going out of business sales, and solicitations. Conducts research for citizens and internal departments. PERFORMANCE MEASURES AND SERVICE TRENDS Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 Effectiveness Publish 100% of all legal advertisements within 10 days prior to hearing 100% 100% 100% Distribute 100% of all adopted documents within 3 days of City Council meetings 100% 100% 100% Prepare 100% of agenda books within 48 hours prior to meeting 100% 100% 100% Achieve a rate of 100% for Citizen Police Review Board appeals processed within 24 hours 100% 100% 100% Efficiency Cost per legal advertisement published $514 $412 $500 Cost per courtesy legal advertisement published $138 $114 $125 Workload Number of meetings/agendas prepared per month 6 6 6 Number of Council agendas per year 80 77 77 Distribution of adopted Council actions per year 24 24 24 Summary of Council meeting minutes prepared per year 0 1 6 Average number of Citizen Police Review Board complaints received per month <1 1 1 Citizen Police Review Board appeals received per year 2 2 2 Number of legal advertisements published per year 61 65 68 Number of courtesy legal advertisements published per year 26 35 35 181

CITY SECRETARY Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change Personnel $222,268 $257,270 $254,070-1.2% Supplies and Services 164,745 129,290 130,810 1.2% Total Expenditures by Type $387,013 $386,560 $384,880-0.4% RESOURCES BY TYPE Miscellaneous Revenues $20 $0 $0 N/A Other General Fund Revenues 386,993 386,560 384,880-0.4% Total Resources by Type $387,013 $386,560 $384,880-0.4% Positions Change Full-Time 4 4 4 0 182

MARKETING AND COMMUNICATIONS MISSION STATEMENT The mission of the Marketing and Communications Department is to inform and educate citizens, regional and national markets, and employees about Winston-Salem City government and its services and to provide communications support to City departments through marketing, advertising, sponsorship, and public relations efforts. PROGRAM DESCRIPTIONS Marketing and Communications: Markets and promotes City services, programs, and events to citizens. Maintains the City s website information; trains and assists web liaisons in developing their departments websites. Produces several newsletters, inserts, and advertisements, including City Edition, City Now, CityLine, and Cart and Bin. Organizes and coordinates the City of Winston-Salem University. Maintains the City s presence on online social network sites, such as YouTube, Twitter, and Facebook. Serves as media liaison and contact. Produces local programs on WSTV 13 that educate and solicit input from citizens about services. Sells advertising and sponsorship packages for City departments. Broadcasts City Council and Planning Board meetings. Assists in recruiting targeted populations for city departments. Internal Communications: Provides audio/visual support, photography, graphic design services, and business card layouts for City and City/County departments. Updates and designs City s Employee Center (Intranet) pages. Provides and enforces a City-wide standard and quality check for printed materials. Records and rebroadcasts the annual City Employee Recognition and Service Awards Ceremony. Provides marketing consultation, graphic design, media placements, event planning, and speech writing services. Manages Employee Suggestion Program. Actual Budget Adopted Percent EXPENDITURES BY PROGRAM FY 13-14 FY 14-15 FY 15-16 Change Marketing and Communications $814,317 $623,010 $718,880 15.4% WSTV 13 259,886 238,040 241,900 1.6% Total Expenditures by Program $1,074,204 $861,050 $960,780 11.6% PERFORMANCE MEASURES AND SERVICE TRENDS Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 Workload News releases 179 190 190 Graphic projects 449 450 450 City of Winston-Salem University applicants 53 65 60 City of Winston-Salem University graduates 19 20 20 Website visits 1,260,773 1,265,000 1,268,000 Only on 13 productions 31 35 35 183

MARKETING AND COMMUNICATIONS Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change Personnel $639,258 $589,310 $660,420 12.1% Supplies and Services 430,438 237,230 265,850 12.1% Equipment Leasing Expense 4,507 34,510 34,510 0% Total Expenditures by Type $1,074,204 $861,050 $960,780 11.6% RESOURCES BY TYPE Miscellaneous Revenue $49,636 $0 $25,730 N/A Contributions 25,807 0 2,000 N/A Other General Fund Revenues 998,761 861,050 933,050 8% Total Resources by Type $1,074,204 $861,050 $960,780 11.6% Positions Change Full-Time 7 8 8 0 Part-Time (FTE s) 1 1 1 0 184

HUMAN RELATIONS MISSION STATEMENT The mission of Human Relations is to create, facilitate, promote, anticipate, study, and recommend programs, projects, feedback, and actions for the elimination of discrimination in any and all fields of human relationships. PROGRAM DESCRIPTIONS Complaint Resolution: Receives, investigates, conciliates, and mediates complaints of alleged discrimination and/or unfair treatment in housing transactions and landlord/tenant disputes. The department also serves as the Limited English Proficiency (LEP) resource for complaints and concerns regarding fair access to City services. The department serves as a referral agency for employment and public accommodations complaints. Complaint resolution comprises approximately two-thirds of the department's work. Education and Training: Sponsors education, training, and other outreach programs and provides formal, informal, and other informational classes and sessions to citizens, citizen groups, businesses, and others about fair housing, landlord/tenant issues, diversity/race relations issues, disability issues (ADA), and other pertinent human and civil rights issues. Cultural and Community Relations: Partners with and/or trains community-based groups, businesses, schools, and individual citizens in promoting equality of opportunity for all citizens, studying problems of discrimination in any or all fields of human relationship, encouraging fair treatment and mutual understanding among all ethnic groups in the city. The department also provides staff support to the City s Human Relations Commission, Youth Advisory Council, and College Advisory Board. EXPENDITURES BY PROGRAM Actual Budget Adopted Percent General Fund FY 13-14 FY 14-15 FY 15-16 Change Human Relations $352,246 $356,540 $367,670 3.1% Contributions to Community Agencies: Mediation Services of Forsyth County 0 7,110 7,500 5.5% Subtotal $352,246 $363,650 $375,170 3.2% Grants Fund Fair Housing Assistance Program Grants $53,431 $34,500 $34,510 0.03% Fair Housing Information Fair (Fair Housing Summit and American Dream Weekend) 15,170 14,000 14,000 0% Fiesta 3,000 3,000 3,000 0% Subtotal $71,600 $51,500 $51,510 0% Total Expenditures by Program $423,846 $415,150 $426,680 2.8% 185

HUMAN RELATIONS PERFORMANCE MEASURES AND SERVICE TRENDS Actual FY 13-14 Estimated FY 14-15 Projected FY 15-16 Effectiveness Close 10% of landlord/tenant cases due to impasse 5% 10% 10% Close 60% of housing discrimination cases within 100 days 50% 60% 60% Close 100% of landlord/tenant cases within 45 days 95% 100% 100% Maintain average investigative time per landlord/tenant case of 45 16 45 45 days or less Maintain average investigative time per housing discrimination case of 100 days or less 124 100 100 Workload Total housing discrimination cases processed 10 6 6 Total landlord/tenant cases processed 73 80 80 Total forums and public discussions held 60 65 65 Actual Budget Adopted Percent EXPENDITURES BY TYPE FY 13-14 FY 14-15 FY 15-16 Change General Fund Personnel $289,666 $298,760 $304,650 2.0% Supplies and Services 62,580 64,890 70,520 8.7% Subtotal $352,246 $363,650 $375,170 3.2% Grants Fund Personnel $37,040 $2,180 $2,190 0.5% Supplies and Services 34,561 49,320 49,320 0% Subtotal $71,600 $51,500 $51,510 0% Total Expenditures by Type $423,846 $415,150 426,680 2.8% RESOURCES BY TYPE General Fund Human Relations Banquet Ticket Sales/Sponsorships $25,930 $12,000 $15,000 25.0% Other General Fund Revenues 326,316 351,650 360,170 2.4% Subtotal $352,246 $363,650 $375,170 3.2% Grants Fund U.S. Department of Housing and Urban Development $52,126 $50,000 $50,000 0% Fair Housing Event Sponsorships 1,985 1,500 1,510 0.7% Subtotal $54,111 $51,500 $51,510 0% Total Resources by Type $406,357 $415,150 $426,680 2.8% 186

HUMAN RELATIONS Actual Budget Adopted Positions FY 13-14 FY 14-15 FY 15-16 Change Full-Time 5 5 5 0 BUDGET HIGHLIGHTS - Funding for conflict resolution services provided by Mediation Services of Forsyth County is budgeted at $7,500, an increase of 5.5% from FY 2014-2015. The following information specifically reflects the diversity of individuals who filed landlord/tenant complaints that were fully investigated and/or mediated by the Human Relations staff. The information also includes a break-down by ward based on ethnic diversity for a time period spanning FY 2008-2009 through FY 2013-2014. Number of Clients Landlord Tenant Cases & Diversity of Clients 2009-2014 60 50 40 30 20 10 0 North East South West North East North west South East # of cases 53 35 48 2 48 20 50 25 Black Clients 43 33 34 1 41 15 28 17 White Clients 5 1 5 0 5 5 10 5 Hispanic Clients 5 1 7 1 2 0 12 3 Asian Clients 0 0 2 0 0 0 0 0 South West 187

GENERAL GOVERNMENT NON-DEPARTMENTAL Listed below are the appropriations related to general government that are not included in any of the departmental budgets in this section of the document. EXPENDITURES Actual Budget Adopted Percent General Fund FY 13-14 FY 14-15 FY 15-16 Change Elections Administration $198,445 $25,000 $0-100.0% Contingency 0 29,000 90,000 210.3% Property Tax Collections 629,301 475,290 668,900 40.7% Salary Savings Adjustment 0-3,006,520-3,006,520 0% Transfers Debt Service on Dell Borrowing 400,000 400,000 400,000 0% Lease Payments for Convention Center Renovations 250,000 200,000 200,000 0% Special Obligation Bonds for Wake Forest Innovation Quarter 170,000 167,810 180,260 7.4% Capital Projects Fund 300,000 0-100.0% Workers Compensation Fund 2,000,000 0 0 N/A Health Benefits Fund 2,000,000 0 0 N/A Subtotal $5,647,746 -$1,409,420 -$1,467,360 4.1% Cable Franchise Fund Cable Franchise Expenditures $226 $0 $0 N/A Transfer to Leasing Capital Projects Fund 0 100,000 0-100.0% Subtotal $226 $100,000 $0-100.0% Total Expenditures $5,647,972 -$1,309,420 -$1,467,360 12.1% RESOURCES Other General Fund Revenues $5,647,746-1,409,420-1,467,360 4.1% Cable Franchise Revenues 420 0 0 N/A Cable Franchise Fund Balance -194 100,000 0-100.0% Total Resources $5,647,972 -$1,309,420 -$1,467,360 12.1% BUDGET HIGHLIGHTS - Contingency. The adopted budget includes $90,000 in contingency funds for any unanticipated needs that arise during the fiscal year. City Council will approve funds for these needs on a case-by-case basis. - Property Tax Collection. According to the City/County Cooperative Governmental Services Funding Agreement, the City reimburses Forsyth County for property tax collection services based on its proportion of all Forsyth County municipality and County tax records combined. For FY 2015-2016, the City s share is 28.5%. Of the City s total payment to the county, 81.1% ($668,900) is budgeted in the general fund (Financial Management Services), 12.8% ($105,580) in the debt service fund, and 6.1% ($50,360) in the Winston-Salem Transit Authority fund. - Salary Savings Adjustment. The total general fund salary savings budgeted for FY 2015-2016 is $3,006,520. It is estimated that savings generated by position turnover and other personnel-related changes will be in the range of 3% of payroll. 188

GENERAL GOVERNMENT CAPITAL PROJECTS Listed below are the capital projects for general government related funds and entities. Adopted EXPENDITURES FY 15-16 Property and Facilities Management City Yard Facility Renewal $110,000 Information Systems Work Order Management / Electronic Plan Review Solution $1,000,000 Total Expenditures $1,110,000 FUNDING SOURCES Bonds General Obligation Bonds / Two-Thirds $110,000 Other North Carolina Municipal Leasing Corporations $1,000,000 Total Funding Sources $1,110,000 189

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