Mecklenburg County – Assessor’s Office
February 2015
Monthly Report Department Overview
Major department initiatives during the month of January:  Pearson Appraisal Service (PAS) has completed field work for commercial properties. They have approximately 86 field visits and checks remaining for residential properties.  There are 250 parcels in the queue to be processed for SL362.  All commercial property appeals were submitted to the Board of Equalization and Review (BER) this month.  County appraisers will be completing new construction inspections in February. Key Performance Indicators
Measures Property Tax Commission (PTC) appeals closed SL‐362 appeals received, awaiting BER hearing SL‐362 appeals heard by the BER in 2014 




Monthly 6 530 302 Parcels reviewed with no changes Parcels reviewed with value decreases 232,150 68,744 11,901 8,872 Parcels reviewed with value increases Value of real property appraisals 23,190 18,279,386,499 2,134 519,432,184 177,190 18,958,026 34,537 13,721 18,354 42,832 39,063 16,487 1,948,156 0.00 561 69 3,160 3,520 Number of refunds processed Amount of refunds Demand bills Field visits generated by PAS reviews Commercial canvassing Residential canvassing Revaluation review calls 1
Annual 2,218 2,952 2,473 % Y‐T‐D 0.3% 18.0% 33% 1
72% 21% 1
1
7% (2.8%) 2
3
5% 10% 4
0.00% 4.09% 5
34% 6
13.8% 9% Annual reviews performed divided by total parcels reviewed by PAS (301,177). 2
Assessment value decreased (2.8%) from 18,798,818,683 to 18,279,386,499. 3 Refunds issued were 5% of the 324,084 total parcels reviewed (16,487/324,084=5%). 4
Demand bills were not processed this month because of pending legislation. 5
Appraisers have performed a field review of 34% of the commercial properties (18,285/54,480=34%). 6
Residential canvassing for this month (42,832/310,975= 13.8% completion). This process involves inspecting every home in the designated neighborhood, measuring the exterior walls, identifying building elements, and verifying the interior of the home if possible. Context for Key Performance Indicators There are 2,218 closed Property Tax Commission appeals and 158 waiting for a resolution. There are a total of 2,376 since the 2011 revaluation. The department has received 2,952 SL‐362 appeals since the 2011 revaluation. Notices mailed to customers that have appealed their parcel are used to calculate potential refunds and demand bills. Notices mailed with No Changes are used to evaluate the efficiency of the 2011 appraisals. There were 16,487 refunds plus interest totaling $1,948,156 processed this month. The average phone call length generated by the revaluation reviews was 2.34 minutes. Monthly Report Mecklenburg County – Asset and Facility Management
February 2015
Department Overview
Asset and Facility Management (AFM) comprises Design and Construction Project Management, Facility Maintenance and Operations, Security Services, Real Estate Management, and Fleet & Courier Services.  Government Facilities Master Plan: The consultant retained to begin the Master Plan process, WGM Design, has completed their original deliverables. WGM has been retained to provide services to refine programmatic needs and prepare test fits and blocking diagrams for the Land Use and Environmental Services Agency (LUESA) Relocation, the MEDIC Relocation and for departments relocating to the Valerie C. Woodard Center in order to accelerate these projects. New architects must be selected for the LUESA and MEDIC projects. A Request for Qualifications (RFQ) for Architectural/Engineering services for the LUESA and MEDIC relocation projects has been advertised. Fryday & Doyne Architects, the architect for previous renovations to the Government District facilities, is working on blocking diagrams and test fits for relocations and renovations in the Government District.  Facility Security: Staff are currently conducting focus groups as the key strategy to determine reasons behind the drop in Employee Climate Survey (ECS) security question scores. Staff will also consider adding open ended questions to the FY15 ECS to help determine what measures will help employees feel more secure at work and going to their vehicles after regular business hours.  Design and Construction Project Management: Architectural qualifications submittals have been received and evaluated for the Holly Bend House Historic Renovation and the Morrison Library Renovation projects. Firms were interviewed for the Holly Bend House project and a recommendation for Architect selection will be made to the Board of County Commissioners at the February 17 meeting. 


Facility Maintenance and Operations: Asset and Facility Management (AFM) received bids and awarded contracts for: storm window installation – Tom Ray Center; duct installation – Grady Cole Center; partial HVAC replacement – WTVI; parking lot repairs – North County Regional Library, South County Regional Library, West Boulevard Library, and the Work Release and Restitution Center. AFM has additionally awarded consultant contracts for the parking lot accessibility repair at the Charlotte Mecklenburg Senior Center; roof repairs at Southview Recreation Center, Methodist Home Recreation Center, and Mahlon Adams Pavilion, emergency generator replacement at the former Civil Courts Building, and exterior caulk and seal and flashing repairs at Jail North. Key Performance Indicators
95% of construction and Capital Reserve projects have been completed on schedule over the past 12 months. Context for Key Performance Indicators Thirty‐nine construction and Capital Reserve projects were completed over the past 12 months. Projects completed in January included the Latta Recreation Center Roof. Mecklenburg County – Board of Elections
February 2015
Monthly Report 2015 Elections Calendar
Filing opens noon on Monday July 6 at 8 am and closes at noon on July 17
GS 163-291(2)
September 15
City of Charlotte Primary
October 6
Matthews Primary
October 6
City of Charlotte Second Primary
November 3
General Election
Key Performance Indicators
Department Overview
Context for Key Performance Indicators Calendar year 2015 offers municipal elections for the cities and towns of Mecklenburg County, as well as the At‐Large Charlotte‐Mecklenburg School Board election. The City of Charlotte will hold its Partisan Primary on September 15 and the Second Primary (if necessary) on October 6. The General Election will be held on November 3. Mecklenburg County – Child Support Enforcement February 2015
Monthly Report 


Department Overview
Child Support Enforcement (CSE) held Non‐custodial Parent) Orientation at Hope Haven, Inc. on January 28. Hope Haven is a program with a mission based in a foundation of recovery and provides life skills for adults and families within a supportive residential environment leading to independence. Hope Haven and CSE share many of the same customers. The Non‐custodial Parent provided positive feedback about how the information CSE provided, gave a greater overall understanding of child support, paternity, and issues that impact families and their unique situations. Dedicated sheriff deputies, from the Mecklenburg County Sheriff’s Office serve child support papers including Summons Complaints, Notice of Hearings, Subpoenas, and Orders for Arrests. On January 26, Child Support Enforcement hosted a meet and greet to welcome four additional dedicated CSE sheriff deputies to bring the total to six. This partnership is critical to CSE’s mission to ensure Non‐custodial Parents appear in court for the hearings that generate court orders. Child Support Enforcement sponsored a coat drive as part of the agency’s Strengthening Families Initiative, which promotes programs and community outreach activities designed to increase family self‐sufficiency and responsible fatherhood. The coat drive was extremely successful and resulted in 212 individuals receiving coats. Key Performance Indicators – FYTD 2015 Actual
Target
87.29%
91.21%
Paternity Establishment
Cases Under Order
Current Support Collected
65.74%
66.73%
60.77%
60.89%
53.11%
Cases w/Payments to Arrears
62.04%
56.99%
Total Collections*
100.00%
0%
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
*Total Collections FYTD $27,177,288 /divided by/State mandated annual target $47,690,616 Context for Key Performance Indicators  Paternity Establishment is the # of children born out of wedlock with established paternity for the current fiscal year divided by # of children born out of wedlock open during the preceding fiscal year.  Cases under Order is the # of cases in a caseload w/support orders divided by # of cases. This measure shows how much of the agency’s caseload is enforceable.  Current Support Collections is the $ collected divided by $ owed that are not past‐due. This measure provides the basic outcome for CSE which is regular and dependable support payments to families.  Cases with Payments to Arrears is the # of cases in which at least one payment on arrears occurred divided by the # of arrearages cases.  Total Collections is the sum of current support plus arrears collected FYTD/divided by/ State mandated annual target $47,690,616. Mecklenburg County – Community Support Services
February 2015
Monthly Report Department Overview
 On January 6, Urban Ministry Center hosted a press conference to kick‐off the Housing First Charlotte‐
Mecklenburg initiative. Attendees included the Mayor and City Council, the Board of County Commissioners, County Manager Dena Diorio, City staff, County staff, bank industry staff and staff from various non‐profits serving homeless persons. The goal of this initiative is to end chronic homelessness by December 31, 2016, and the number to be served is 450 chronically homeless in the county. The first action step is to create a homeless registry, which includes the Point‐In‐Time Count (PIT) data collected the last week in January. The PIT count is organized by Urban Ministry Center, and the data will be available in the upcoming month.  Charlotte‐Mecklenburg Housing Our Heroes is a collaborative effort between the City of Charlotte, Mecklenburg County and the W.G. (Bill) Hefner VA Medical Center. On Veteran’s Day 2014, the collaborative partners accepted First Lady Michelle Obama’s challenge to end veteran homelessness by December 31, 2015. The number to be served is 204 veterans in Mecklenburg County. As of January 2015, 59 percent of this target has been achieved by housing 121 homeless veterans.  The Zero: 2016 community initiative, coordinated by Community Solutions, is a national effort to end veteran and chronic homelessness by December 31, 2016. Local goals and targets are under development. The Zero: 2016 effort stems from the success of the 100,000 Homes Campaign, which locally housed 422 households, 549 individuals including 64 veteran households and 79 veteran individuals, in 100 day phases. The County will partner with the lead agency, Homeless Services Network, to develop the Zero: 2016 project details.  The Women’s Commission, a division of the Community Support Services department, will host a series of community events to raise awareness on teen dating violence throughout February. For details on these outreach activities, see the Teen Dating Violence Awareness Committee event calendar. Key Performance Indicators
Homeless Services Division (HSS): Number of meals provided at the Homeless Resource Center = 1,834 Number of households served with rental subsidy as part of the Shelter Plus Care Program = 236 Veterans Services Division (VSO): Number of claims filed = 204 Women’s Commission Division (WOC): The graph includes Domestic Violence program service data. New Clients Served in January
57.00 52.00 60.00
43.00 39.00 38.00 31.00 40.00
20.00
‐ NOVA (Perpetrator Services)
Adult Victims
01/31/14
Child Witnesses
01/31/15
Context for Key Performance Indicators Performance is stable for all CSS divisions. Mecklenburg County – Criminal Justice Services
February 2015
Monthly Report Department Overview
 Criminal Justice Planning completed training for five County employees now certified to administer the Correctional Programs Checklist assessment tool. This nationally recognized, validated tool will enhance the County’s ability to measure the effectiveness of programs providing services to justice‐
involved populations and will aid organizations in incorporating evidence‐based practices into their programming.  In keeping with the recommendations for improving the Mecklenburg County S.T.E.P. (Supervision, Treatment, Education and Prevention) program assessment, 23 staff and partners were trained and certified on the Ohio Risk Assessment System (ORAS) on January 16. The ORAS will be used to assess the level of criminogenic risk and need for program participants, as well as to assess the program's success at lowering the participant's level of risk/need upon program completion. Implementation of this new risk assessment tool is expected to begin by the end of March. Key Performance Indicators
Monthly Performance Indicators: Monthly Department Unit Measure Annual Target Performance Pretrial Services Public Safety Rate 90% 95% 

Fine Collection Treatment Courts Reentry Services Forensic Evaluations Fine Collection Rate Graduation Rate Successful Program Completions Diversionary Screenings/Eligibility Assessments 87% 49% Baseline 20 85% 51% 4 31 All measures with a set target fell close to or within their target, thus keeping department units on track for meeting their annual target. Context for Key Performance Indicators Monthly data is reported on a lag due to data collection/analysis needs. The numbers presented represent CJS’ final performance numbers for the month of December.  The Public Safety Rate is the reverse of the previous re‐arrest measure (i.e. re‐arrest rate of 10% = public safety rate of 90%). This measure was changed in order to align with the department’s service level indicator.  The Drug Court Graduation Rate is a cumulative year‐to‐date rate that reflects the month’s performance, but also tempers the impact of graduates entering and leaving the program on a rolling basis since there is not a defined cohort graduating each month. Mecklenburg County – Economic Development Office
February 2015
Monthly Report Department Overview
Economic Development Office (EDO) staff attended the following meetings to encourage the inclusion of Minority, Women and Small Business Enterprise (M/W/SBE) subcontractors and certification of new M/W/SBE vendors: o Central Piedmont Community College (CPCC) – Small Business Center Conference, How to Do Business with Mecklenburg County on January 13: The purpose of this meeting was to assist small business owners looking for business opportunities within local government. o Historic Holly Bend House short list committee and architect selection team, January 6 and 29: The purposes of these meetings were to interview and select one architectural firm that has prior historic preservation experience to perform Architectural/Engineering Service, also to select a runner up. Key Performance Indicators
MWSBE  Persons reached via community outreach: 78 via two events o CPCC How To Do Business with Mecklenburg County – 63 participants o Historic Holly Bend House Preservation – 15  Customers contacted via phone/email/in person: 36 Economic Development  Meetings with prospective new/expanding businesses – 3  BIP grants taken to the BOCC for approval in public session – 0  EDO Request for Information/Assistance – 6 Unemployment Rate Comparison
Mecklenburg County’s unemployment rate has improved from last month and continues to trend below the state and national average. There has been a 1.6 percentage point decrease in the unemployment rate compared to December of last year (December 2013 unemployment rate was 6.7%). 7
6.5
6.3
Meckenburg County
6
5.6
5.8 5.8
5.7
North Carolina
5.5
5.4
5.5
5.6
U.S.
5.1
5
October
November
December
Notes: Mecklenburg County Unemployment rate not seasonally adjusted. January data unavailable until March 17. Source: U.S. Bureau of Labor Statistics & NC Department of Commerce Mecklenburg County – Financial Services Department
February 2015
Monthly Report Department Overview
The overall goal of Financial Services is to provide fiscal stewardship and accountability of public funds. Department reports on the financial operations of the County are used to draw down Federal and State revenues and provide information for use by management and the County’s stakeholders.  The contract for the electronic grants management software system that will be used to track grants the County applies for and receives was awarded in January. The new software will increase the efficiency of the County’s grants management process. In addition, a process evaluation of the current grants management process from application to review has been conducted to support the implementation of the new software system. Key Performance Indicators
 Number of Compliance Reviews completed: 10  Number of Financial Stability Reviews completed: 7  Number of checks vs. Electronic Fund Transfers (EFTs), compared to last year: January January 2014 2015 Checks: 2,952 2706 EFTs: 2,548 1,608  Percent of Financial Reports Issued by due date: 100% Ineligible Expenses Identified for Reimbursement FY2015 Contract Compliance and Financial $30,000
Statement Reviews (Year to Date)
$26,995
16
$25,000
14
12
$20,000
108
$13,617




$15,000
6
$10,000
4
2
$5,000
0
July
August
September
October
November
December
January
$0
Context for Key Performance Indicators As of January 2015, 21 Compliance Reviews, 34 Financial Statement Reviews, and a determination of fiscal compliance for 11 Volunteer Fire Departments have been completed for Fiscal Year 2015. Fluctuations in chart data are due to seasonal nature of workload demands. Payments by EFT are more economical for the County and provide funds to the vendors more quickly; however, refunds are paid by check. There were 18,187 tax refunds related to SL362 in January. These are not included in the number of checks for January 2015. FY14 data includes claims payments to MeckLINK providers. Financial reports comprise reports issued to external sources, such as the State or grantors. As of January 2015, a total of 57 Financial Reports were completed to date in FY2015. Ninety‐six percent of those reports were issued by the due date. Ineligible Expenses are expenses billed to the County by service providers that are determined to be ineligible for payment. The County expects to be reimbursed for all of these expenses. Compliance Reviews identified $26,995.32 in ineligible expenses (all County funds). Mecklenburg County – Human Resources Department
February 2015
Monthly Report Department Overview
 Major department initiatives include the following: 

o Development of a new Tobacco Use Policy in support of the Smoke‐Free Government Grounds and Tobacco‐Free Parks regulations passed by the Board of County Commissioners in October 2014. The Tobacco Use Policy becomes effective March 18, 2015, at the same time the BOCC regulations go into effect. The policy defines where smoking and tobacco use are prohibited and specifies the consequences for employees who violate the policy or the BOCC regulations. The policy expands the BOCC’s tobacco‐free areas for employees to include all County buildings, grounds, and vehicles. o The Exit Interview process has been refined. Our goals are to improve the response rate, learn why employees choose to leave Mecklenburg County, and to be in a better position to address and improve the turnover rate. o A total of 59 supervisors have graduated from the new Supervising 4 Success training class. The class gives new supervisors the knowledge, skills, and tools needed for success in their new role. Demand for the class has been so strong that two extra sessions, bringing us to 11 total classes through May 2015, have been added. Additionally, a Finance and Budget training module is being added to the core curriculum to improve supervisory knowledge in this area. Key Performance Indicators
The Employee Services Center sends out customer satisfaction surveys as requests are resolved. For the month of January, the survey results indicate a 93% satisfaction rate. For the month of January, County HR staff hired 92 new employees (excluding the Library). o 84 were hired into regular positions o 8 were hired into temporary positions County Turnover

7.5%
6.8%
Total Turnover
4.2% 5.2%
4.4%
Voluntary
Retirement
Involuntary
8.7%
9.4%
6.2%
2.0%
2.0%
1.4% 2.2%
1.5%
1.2%
1.0%
1.0%
0.0%
2.0%
FY12
4.0%
FY13
FY14
6.0%
8.0%
10.0%
FY15 Year to Date
Context for Key Performance Indicators Turnover data excludes instances when County employees transfer to work for a different department and the Library staff. Mecklenburg County – Information Technology
February 2015
Monthly Report Department Overview
Information Technology (IT) provides desktop support and help desk services; maintains and secures the County’s IT infrastructure; maintains and develops the County’s applications and databases; and helps customers identify business needs and solutions. Information Technology is in the final stages of rolling out the web‐based Arrest Processing (APWeb) application to local Law Enforcement Agencies (LEA). The application has been rolled out to 11 LEA’s and IT is currently training Charlotte Mecklenburg Police Department staff. Since being launched, over 5,000 arrests have been processed using the APWeb. The web based version of Arrest Processing provides the following key benefits:  Improves communication from the arresting officers and the jail processing center. As soon as the arrest is entered, intake staff are notified and can begin their processes.  Improves quality and consistency of data. APWeb performs address verification, data entry validation, and automated rules‐checking and correcting to ensure all of the information is available and sent electronically to other systems including Mugshot, Automated Fingerprint Identification System (AFIS), and North Carolina Statewide Warrant Repository (NCAWARE).  Reduces costs per arrest by eliminating unnecessary business process steps and provides an environment where law enforcement officers are spending less time on administrative tasks of the arrest while spending more time on patrol. Key Performance Indicators
 In January, IT resolved 97% of tickets (i.e., service requests that come into IT through MeckSupport, a call to 2HELP, 
or service record entered by staff) within the agreed upon service level agreement (SLA). Context for Key Performance Indicators
4,038 service request tickets were resolved in January. January SLA DATA Service Apps/Data IT Business Analysis IT Customer Support Center Network, Server, Telecom IT Security January Totals
# closed within SLA Total number closed 267
160
3,007
444
43
3,921
275
166
3,084
469
44
4,038
% 97.1% 96.4% 97.5% 94.7% 97.7% 97.1% Mecklenburg County – Internal Audit
February 2015
Monthly Report Department Overview

The updated second annual employee Fraud Awareness Training Module was released to all employees. 
The new Fraud Hotline Poster is being framed and will be distributed next month. 
The Ethics in the Workplace training module was finalized and sent to the Executive Team for feedback ahead of the scheduled mid‐February release to all employees. Key Performance Indicators
1. Jan 2015 Audit Hours by Risk Level & Department FY15 Risk Ranking Department YTD Hours % of Total 63% 1,277
31%
26 6% 388
9%
Reports Received High HLT 278 High DSS High OTC 44 10% 116
3%
Open High OTA 0 0% 8
0%
0 0% 21
1%
80 18% 850
21%
2 0% 1,108
27%
0 2 0% 0% 132
72
3%
2%
432 98% 3,972
97%
0 0% 60
1%
11 2% 61
2%
443 100% 4,093
100%
Medium PRK Low IT Low ELE Low HR IT Support N/A Assurance Sub‐total N/A Investigation N/A CA/CM Total Jan Hours % of Total 2. Report Line Activity Close‐Unsub Close‐Sub Report Line Category Jan Fraud 1
Non‐Fraud 3
Fraud 1
Non‐Fraud 2
Fraud 0
Non‐Fraud 1
Fraud 0
Non‐Fraud 0
YTD 2
9
2
5
0
4
0
0
Closed: Investigated and a) substantiated and handled; or unsubstantiated 3. New Investigations: None 4. Productivity: Productivity* Target Jan YTD Var. Jan Var YTD ‐35% ‐15%
Direct 68%
33% 53%
Indirect 32%
67% 47%
*Net of benefit time 35%
15%
Mecklenburg County – Charlotte Mecklenburg Library
February 2015
In January, the Library hit the ground running on several important initiatives.
 The Library held a soft opening for Idea Box, a makerspace in Main Library, funded by the Knight Foundation.
Makerspaces are part of a growing movement of hands-on learning environments that foster
experimentation, invention, creation, exploration and STEM learning. Idea Box will begin offering programs
for the public starting February 17.
 Digital Strategy progress continued with the hiring of a Digital Strategy Manager, funded by Mecklenburg
County, and the launch of a redesigned local history and genealogy website cmstory.org. Designs were
finalized for a new, more accessible Wi-Fi page that launched on February 3, and more collection dollars
were shifted toward digital offerings to meet increasing demand.
 Work began on an “e-card” pilot targeting 6-12th grade students in Project Lift schools. In spring 2015,
students will get 24/7 access to electronic resources, e-books, e-magazines, music, and videos. The Library
will serve as an extension of the classroom to maximize student achievement. cmlibrary.org/studentsuccess
 Two thousand individuals signed up for new text-message account notifications in the first few weeks of this
service.
 Vocabulary-building initiative “Get Ready With Words” was highlighted in School Library Journal. The Library,
along with Community School of the Arts and Discovery Place, received a $1 million, multi‐year grant from
PNC Foundation to help children and their families build vocabulary into their daily lives.
Key Performance Indicators for January 2015
80,000
$800,000
70,000
$700,000
60,000
$600,000
50,000
$500,000
1,500,000
40,000
$400,000
1,000,000
30,000
2,500,000
266,963
162,619
259,375
500,000
258,002
2,000,000
20,000
21,723
$900,000
18,352
90,000
3,000,000
10,000
1%
2%
64%
# of Active
Cardholders
Total
Circulation
Total Digital
Circulation
Year over Year % Change & KPI
$300,000
$200,000
$100,000
0
0
$994,536
$1,000,000
$678,167
100,000
3,500,000
$1,100,000
96,072
110,000
94,885
4,000,000
3,609,578
Current Fiscal Year
3,546,565
Prior Fiscal Year
1%
18%
Program
Program
Attendance 0- Attendance
8 Years
Pre-teens and
Teens
$0
47%
Total Gifts and
Grants Raised
Context for Key Performance Indicators

Total Circulation for the month of January alone was up 6% with increases in both digital and print. This is due in
part to increases in hours, demand-based purchasing and more marketing of collections.
Mecklenburg County – Land Use and Environmental Services Agency
February 2015
Monthly Report Department Overview 
LUESA has begun the planning process for the move to the new location in collaboration with the County Manager’s Office and the Asset and Facility Management Division. Key Performance Indicators Air Quality 

In January, there were 18 National Emission Standards for Hazardous Air Pollutants (NESHAP) notifications received and reviewed. (2014 Monthly Average: 37) In January, there were 540 active operating permits for sources of air pollution in Mecklenburg County. (2014 Monthly Average: 533) Code Enforcement  Inspection Response Times (October): December Inspection Response Times (from scheduled time of inspection) % Performed Within 3 Days of Request Average Response in Days December FYTD December FYTD 98.5% 98.73% 1.47 1.41 20,777 131,967 20,777 131,967 
Plan Review (December):  203 commercial projects (medium‐ and large‐sized) were reviewed for the first time. Of these projects, 95.25% were reviewed at or before the scheduled review time. For the Building, Electrical, Mechanical, and Plumbing (BEMP) trades that are under Code Enforcement’s direct control, 94.25% were reviewed at or before the scheduled review time. Note: The plan review process includes: LUESA Code Enforcement, Land Development, Air Quality, and Environmental Health; County GIS Addressing; Charlotte‐Mecklenburg Utilities Department; City of Charlotte Land Development and Engineering, Urban Forestry, and Zoning Departments; City of Charlotte Planning Commission and Zoning Historic Commission; Town Planning Departments; Town, County, and State Fire Marshal’s Offices; State Departments of Insurance, Public Instruction, Facility Services, Child Day Cares, and Environment and Natural Resources. Wait Times (in days) to Schedule Commercial Plan Review Medium and Large Projects Building Trade Electrical Trade Mechanical/Plumbing Trade December FYTD December FYTD December FYTD 3.5 6.6477 3.5 5.75 3.5 6.25 Small Projects Building Trade Electrical Trade Mechanical/Plumbing Trade December FYTD December FYTD December FYTD 2 2.83 2 3.66 2 4.5 Express Review (premium service) Small Projects ‐ All Trades Large Projects ‐ All Trades December FYTD December FYTD 10 7.5 19 10.17 Mecklenburg County – Land Use and Environmental Services Agency
February 2015
o Contractor ready permit applications (projects under 10,000 square feet) turnaround times (from time permit application received):  Building, Electrical, Mechanical and Plumbing trades at 4 work days  All other trades at one work day Geospatial Information Systems (GIS) 
In January, the County’s real estate lookup system, Polaris, had an application uptime of 99.8%. Solid Waste Measure # of customers received at the four full service recycling centers Measure Recycling tons processed at Metrolina facility (includes private haulers) Jan. 38,460
Dec. FYTD 279,142 FYTD Change over prior FYTD Flat, No change Change over prior FYTD 7,276 38,127% Flat, No change Water & Land Resources  In January, 49 land development plans were reviewed.  94% of submitted plans were reviewed within 21 calendar days (the service level indicator target is 85% reviews completed within 21 calendar days). Land Development ‐ Site Plan Review Activity
Plan Review Activity
Linear (Plan Review Activity)
70
60
50
40
30
20
10
Jan‐15
Dec‐14
Nov‐14
Oct‐14
Sep‐14
Aug‐14
Jul‐14
Jun‐14
May‐14
Apr‐14
Mar‐14
Feb‐14
Jan‐14
Dec‐13
Nov‐13
Oct‐13
Sep‐13
Aug‐13
Jul‐13
Jun‐13
May‐13
Apr‐13
Mar‐13
Feb‐13
Jan‐13
Dec‐12
Nov‐12
0
Monthly Report Mecklenburg County – Mecklenburg EMS Agency (Medic)
February 2015
Department Overview
Medic Continues to Top Cardiac Performance Measures The latest Cardiac Arrest Registry to Enhance Survival (CARES) report for the calendar year 2014 has been published. The report provides data regarding cardiac arrest measures and performance among registered agencies. Like last year, Medic’s cardiac arrest outcomes were among the best in the state. Among patients who suffered an out‐of‐
hospital cardiac arrest with a shockable rhythm, 82% of Medic’s patients regained a pulse in the field, a slight increase over last year’s results. Patients who survived out‐of‐hospital cardiac arrest through to hospital discharge remained strong, with 48% achieving this measured outcome. Medicaid Audit Completed On September 18, 2014, Medic received an audit request for a select group of Medicaid records for dates of service from May 2014 to August 2014. This request came from the North Carolina Division of Medical Assistance and was conducted by the Public Consulting Group. The Agency received a letter on January 22, 2015 stating that no errors were discovered. The results have been reported to Corporate Compliance accordingly. 2015 Planning Process Update Medic’s planning process, which commenced November 12, 2014, has consisted of multiple workshops with engagement of Agency leaders, managers, and supervisors. The workshops revisited the FY15 strategic objectives, added industry and agency‐specific context, and utilized divergent thinking exercises to capture relevant themes for the new planning process. This work concluded in January with a Lead Team workshop and resulted in the following strategic objectives for FY16:  Develop leaders who know what they are responsible for, are equipped and engaged, and understand how their role and performance affects the organization.  Foster a culture that values diversity, while actively promoting inclusion so that each individual employee can contribute to their fullest potential.  Use our system of understanding the needs of our patients to deliver services that meet their needs. These strategic objectives will be used to align Agency budget planning, project planning, and performance management. Context for Key Performance Indicators The following data are presented in control charts with each dot representing a monthly average, count or proportion. The middle green line is the average performance for the displayed periods while the top and bottom red lines are the upper and lower control limits.  Response time compliance performance goal is 90%.  Cardiac arrest survival is measured for patients that meet a nationally standardized case definition.  Patient satisfaction is determined using a random telephone survey of up to 200 transported patients per month and presents the proportion which rated their overall quality of care as excellent.  County cost per transport is based off of the total number of transports in a month divided by the monthly subsidy provided to Medic. Mecklenburg County – Mecklenburg EMS Agency (Medic)
February 2015
Key Performance Indicators
Mecklenburg County – Medical Examiners Office (MED)
February 2015
Monthly Report Department Overview
American Board of Medicolegal Death Investigators Certification:  Medical Examiner Investigators have begun the process of certification by the American Board of Medicolegal Death Investigators (ABMDI). Certified Medicolegal Death Investigators have standards of practice that require performance of specialized, technical skills (e.g., initial body examination at the scene, drawing postmortem specimens for analysis, etc.). There are many specialized procedures that are fundamental and necessary to perform a thorough medicolegal death investigation. ABMDI certification provides proof that a death investigator is experienced in correctly performing these tasks at a standard level of competency. Certification by ABMDI requires at least 640 hours of death investigation experience, as well as the successful completion of more than 300 tasks. Third Shift Update:  The training has been completed for the third shift Medical Examiner Investigator. Third shift coverage will begin on February 9, 2015. The Investigator will work Monday through Friday from 10:30pm until 6:30am, providing in‐house investigator coverage 24 hours a day, Monday through Friday. Weekend coverage will continue to be provided by limited part‐time Investigators. Key Performance Indicators
January Totals
200
163
150
Mecklenburg Autopsies
Regional Autopsies
100
Death Investigations
47
44
50
External Exams
15
0
Context for Key Performance Indicators Six Month Overview
200
150
100
50
0
Jul 14
Aug 14
Mecklenburg Autopsies
Sep 14
Regional Autopsies
Oct 14
Nov 14
Dec 14
Death Investigations
External Exams
Mecklenburg County – Office of the Tax Collector
February 2015
Monthly Report Department Overview
Real estate and personal property tax bills became delinquent on January 6, 2015. By January 31, 2015, the Mecklenburg County collection percentage exceeded that of the previous year by 0.53%. Although a higher percentage of taxpayers have paid compared to last year, the Office of the Tax Collector will pursue collections for those bills that were not paid. Tax advertisement notices were mailed to taxpayers for 42,755 delinquent bills. Taxpayers must pay bills in full by February 28, 2015 to avoid the advertisement. The advertisement is scheduled for March 29, 2015. Deputy Tax Collectors have begun visiting, calling, and writing letters to taxpayers to discuss and collect delinquent taxes. Postings are a useful tool to notify taxpayers of delinquency. When necessary, the statutory collection remedies of garnishment, levy (seizure and auction of property), foreclosure, and debt set‐off will be utilized. Key Performance Indicators
The collections indicators through January 2015 for Mecklenburg County taxes are the following:  Current Year Real Estate/Personal Property Tax Collection Rate: 96.00%  Current Year Registered Motor Vehicle Tax Collection Rate: 79.89%  Current Year Privilege License Tax Collection Rate: 85.85%  Prior Year Real Estate/Personal Property Tax Collection Rate: 15.59%*  Prior Year Registered Motor Vehicle Tax Collection Rate: 13.62%* *The prior year collection rates reflect the percentage of the total due for all prior years that has been collected in FY2015. Context for Key Performance Indicators  The Office of the Tax Collector (OTC) has collected $878,748,037.38 in real estate, personal property, and registered motor vehicle taxes for the current year county net levy with $37,197,366.87 remaining to collect. For the prior year county net levy, $8,576,074.00 has been collected in FY2015.  The grand total of collections in FY2015 for all years and all jurisdictions is $1,342,934,096.91 through January 31, 2015.  The OTC has collected 99.49% of all Mecklenburg County taxes levied since September 1, 2005. This amounts to $8,499,359,888.62 collected and $76,265,858.84 uncollected. 
Mecklenburg County – Park and Recreation
February 2015
Monthly Report Department Overview
10,276 12,000
10,000
8,000
6,000
4,000
2,000
‐
7,146 4,479 450 Visitors
Hours
 Mecklenburg Aquatic Center: Team Charlotte Swimming hosted the Speedo Western on Friday, January 23 through Sunday, January 25. The meet was designed as a last chance state qualifying meet for swimmers who had not yet achieved state standards. Teams from the western part of North Carolina gave their athletes the opportunity to make a state meet time; 857 swimmers participated in the swim meet.  2015 Winter Short Track Series: The five week mountain bike race series kicked off Sunday, January 25 at Renaissance Park. Over 400 participants competed in races of varying skill levels. The riders competed on the world famous Renaissance Park Short Track. The series competes every Sunday at Renaissance Park and will conclude on February 22.  Staff Awards: Blanche Penn, Recreation Specialist and Justin Jackson, Facility Manager I, were awarded the 2015 “Growing the Dream Award” by Charlotte‐Mecklenburg Schools on January 17.  Mecklenburg County Sportsplex: hosted the Charlotte Soccer Academy Adidas Cup ‐ Boys: 36 Teams in the 16U and 18U age groups on January 31 ‐ February 1. Teams were from Virginia, North Carolina and South Carolina. Key Performance Indicators
In January, the department offered 2,145 programs for 23,826 participants. In addition, the department hosted 19 special events and/or athletic tournaments for approximately 32,476 participants and spectators. The department received 1,909 customer satisfaction surveys related to facilities and programs with a 98% satisfaction rate. Volunteer Hours Centers Visitation
4,457 1,732 100,000
80,000
60,000
40,000
20,000
‐
88,761 79,404 61,705 58,558 63,493 68,446 Nature Preserve Visitation
Park Visitation
1,400,000
1,200,000
1,000,000
800,000
600,000
400,000
200,000
‐
1,168,821 992,578 823,032 640,087 553,378 471,039 Visitors
Visitors
100,000
80,000
60,000
40,000
20,000
0
81,121
60,835
67,087
46,496
39,367
40,952




Mecklenburg County – Park and Recreation
February 2015
Context for Key Performance Indicators Centers Visitation includes Recreation Centers, Nature Centers, and Senior Centers. Volunteer Hours spike in October due to Newtown Memorial playground build at Park Road Park and were down in December due to the holidays. Nature Preserve Visitation is for five preserves. Park Visitation does not include visitation from some of the most popular and heavily trafficked facilities such as any Greenway or walk‐in venues such as Romare Bearden Park. Currently the department does not have the means to track visitation at these sites. However, we do know through detailed surveys that 74% of households utilize the parks, greenways, preserves and facilities. Mecklenburg County – Provided Services Organization
February 2015
Monthly Report Department Overview
CHILDREN’S DEVELOPMENTAL SERVICES AGENCY (CDSA) ‐ CDSA staff help children from birth to age 3 who are at risk due to developmental problems.  Referrals – 138 children, Enrollment – 1,143 children  Provided “Natural Learning Environment Practices” training focused on evidenced‐based practices in working with children and families for Children’s Developmental Services and Provider Network staff. TRAUMA & JUSTICE PARTNERSHIPS (TJP) ‐ TJP staff coordinate with criminal justice partners to intervene and reduce
the effects of violent and traumatic events, ultimately reducing cost by diversion to treatment rather than jail.  Child Development ‐ Community Policing (CD‐CP) received referrals for 314 families in December for acute trauma intervention; 97% of those referred in October received a trauma specific intervention.  Of those 314 referrals, CD‐CP Clinicians responded to 13 immediate response requests from Charlotte Mecklenburg Police Department (CMPD) for child trauma victims. Situations involved 17 families and a total of 41 children ranging from homicide witnesses to severe child neglect and infant death.  Accomplishments include the completion in December of hiring and training for all of the clinical and research positions for the expansion. Local CD‐CP personnel and CMPD partners traveled to Yale University in December as part of a train‐the‐trainer event in conjunction with the International Association of Chiefs of Police (IACP) project improving police responses to children exposed to violence.
SUBSTANCE ABUSE SERVICES (SAS) ‐ SAS staff treat adults with substance abuse and co‐occurring mental health disorders.  Substance Abuse Services Center admitted 272 to Detoxification and 37 to Residential Treatment.  Jail Central Program screened 64 consumers and admitted 49 in Primary Care Treatment.  Men’s and Women’s Homeless Shelter Programs admitted 21 for Substance Abuse Treatment. 
Carolina Alcohol & Drug Resources (CADRE) program for consumers with HIV/AIDS and in need of Key Performance Indicators 1,200
Graph A: CDSA Monthly Enrollment
1,150
Graph B: # Consumers Treated in Substance Abuse Services 600
1,100
400
200
1,050
0
1,000
Jly Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Jly Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY14
FY15
FY14
FY15
Context for Key Performance Indicators 


Children’s Developmental Services Agency consumers enrolled month to month is shown in Graph A. Substance Abuse Services consumers admitted for treatment during the month is shown in Graph B. Unless otherwise noted, department data lags by one month due to event close‐out requirements and availability of data from the State of NC. Website: charmeck.org/Mecklenburg/County/PSO Mecklenburg County – Health Department
February 2015
Monthly Report
Department Overview
Smoke-Free and Tobacco-Free Update:
 The Health Department is conducting a media campaign to promote the new Tobacco-Free Parks ordinance
and Smoke Free Government Grounds Board of Health Rule. Part of the campaign includes a three-story
banner at the parking deck on Fourth Street, with the message “Breathe Freely: Mecklenburg County
Property is Smoke-Free.”
Go Red for Women:
 Friday, February 6 was national Go Red for Women Day, a campaign sponsored by the American Heart
Association to raise awareness about the prevalence and prevention of heart disease. Heart disease is in
fact the number one killer of women. However, only about one in five women believe that heart disease is
her greatest health threat. The Health Department participated in the campaign as an opportunity to
educate the public about the link between smoking and heart disease.
Health Impact Assessment:
 On January 28, the Health Department sponsored a workshop to educate planners, engineers, public health
professionals and other stakeholders on Health Impact Assessment (HIA). HIA is a means of assessing the
health impacts of policies, plans and projects. The purpose of the workshop was to give attendees an
update on the Charlotte Area Transit System (CATS) Blue Line Extension, get an overview of what an HIA is,
when and why you use it and how it could benefit the University of North Carolina at Charlotte’s planning
around the northernmost CATS light rail station.
State of the County Health Report (SOTCH):
 The 2014 State of the County Health (SOTCH) Report is now available online and includes an overview of
selected health indicators and highlights local programs and initiatives addressing chronic disease
prevention, mental health, access to care and violence prevention.
National Black AIDS Awareness Day:
 In observance of National Black AIDS Awareness Day, the HIV Outreach Testing Team partnered with
Johnson C. Smith University (JCSU) to bring HIV education, counseling and testing to JCSU students on
Monday, February 9.
Immunization Update:
 North Carolina State Immunization Branch issued changes to immunization requirements for 5-year olds
and rising seventh graders, effective July 1, 2015. During the month of February the Immunization and
School Health programs are working together on a media campaign to update parents, guardians and
providers on these changes.
Mecklenburg County – Health Department
February 2015
Key Performance Indicators
Program
Dec-14
FYTD
Adult Health Clinic Visits
1,784
10,460
Immunization Clinic Visits
1,090
8,366
WIC Office Visits
6,048
40,394
School Health Room Visits
23,633
111,276
Health Promotion Participants
2,671
11,968
Env. Health - Mandated Regulatory Inspections
1,002
6,387
Env. Health - Permits Issued
92
795
Env. Health - Service Requests
255
1,639
Context for Key Performance Indicators
To allow accuracy in data reporting, data will lag one month.
1) Adult Health Clinic visits include STD testing and treatment, family planning services and nurse visits.
2) Immunization Clinic visits include child, adult and travel immunizations.
3) WIC (Women, Infants and Children) visits include nutrition counseling, voucher pickup and assessments. WIC
underwent an electronic system migration at the end of September.
4) School Health Room visits include encounters related to a specific student’s health concern or condition; such
as encounters where direct services are provided for a student, parent contacts, physician consultations and
interdisciplinary meetings to make decisions regarding a specific student’s care at school. Due to new reporting
system, October numbers are provisional.
5) Health Promotion Participants includes the Village HeartBEAT program and group education sessions on topics
of nutrition, physical activity, pedestrian and bicycle safety, child abuse prevention, male responsibility/teenage
pregnancy risk reduction, breast health and chronic disease prevention. Program demand is on a seasonal basis.
6) Environmental Health values include inspections, permits and service requests of restaurants, pools, wells,
septic systems, child and elderly care facilities, rodent and mosquito control activities, and temporary food service
event requests. Environmental Health FYTD reflects data that has been cleaned-up and audited.
Mecklenburg County – Public Information
February 2015
Monthly Report Department Overview Major department initiatives in January 2015: • @MeckCounty Twitter Passes 20,000 Followers: Mecklenburg County’s Twitter social media channel marked a major milestone in January as it passed the 20,000 followers mark. More than 800 followers were added in January alone. • Public Information Sestercentennial Campaign Recognized: Mecklenburg County celebrated its sestercentennial (250th birthday) in 2013. To commemorate 250 years as a County, Public Information developed an interactive awareness campaign that spanned the entire year. The campaign has been recognized as a “Bright Idea” by the Innovations in American Government Awards, presented by the Roy and Lila Ash Center for Democratic Governance and Innovation at the John F. Kennedy School of Government at Harvard University. A formal announcement will be forthcoming in February. •
New Public Information Employees: Following several rounds of interviews with both internal and external candidates, Public Information has filled three positions. Two positions were filled from internal candidates: Keisha Portis was promoted from Webmaster to the new Web Services Manager and Rossana Seitter was promoted from Public Information Specialist to the County’s Community Relations Coordinator. The third position was filled by an external candidate, Nicole Sabourin, who starts work in late February as a Social Media Coordinator. Public Information is currently in the process of interviewing for two vacant Webmaster positions and a vacant Public Information Specialist position. Key Monthly Performance Indicators Department Unit Measure Monthly Performance Twitter, Facebook followers Direct Communications 20,282 Twitter followers 2,219 Facebook likes Web Services MCNC Unique Visitors 225,478 Direct Communications Number of Gov Delivery subscribers (Board Bulletin)
1,701 Citizen Involvement Events Unique Citizen Involvement Events
measure under development
Citizens Engaged Number of citizen participants measure under development Context for Key Monthly Performance Indicators • Public Information measures Twitter and Facebook followers as a measure of how many residents are actively engaged in Public Information’s social media presence. • Public Information tracks visits to MecklenburgCountyNC.gov; unique page visits are a measure of how many residents visit our main website. • Direct Communications tracks how many residents, employees, elected officials and other stakeholders have subscribed to the Board Bulletin newsletter. • Citizen Involvement (CI) indices gauge the number of citizens who attend CI events. It does not include Board of County Commissioners meetings and hearings. Indices are under development. • Other monthly measurements are under development. Mecklenburg County – Register of Deeds February 2015
Monthly Report Department Overview  The department has completed a mid‐year review of pending projects. The image replacement initiative requires substantial revision to reduce scope and costs. The website initiative is mostly complete.  The department is exceeding its core processing time targets by a large margin.  The office is now processing orders received from the new web page for ordering marriage records online at https://meckrod.permitium.com/. Key Performance Indicators
Indicator December January Change ‐13.00% Total Real Estate Documents Filed 13,138 11,430 ‐31.32% Deeds Filed 2,605 1,789 ‐25.15% Deeds Trust / Mortgages Filed 3,300 2,470 ‐20.00% Maps / Map Revisions Filed 60 48 ‐50.00% Condominium Docs Filed 2 1 ‐4.73% Foreclosure Notices Filed 148 141 9.63% Sub. Trustee Docs Filed 270 296 3.27% 100% 96.83% ‐8.78% Total Receipt Count/Transactions 10,471 9,552 Context for Key Performance Indicators  County Revenue for January was $760,000 which is slightly lower than projected. However, revenue is exceeding projections for the first seven months of FY2015.  January is typically the slowest month for real estate transactions. Index, % docs indexed in 24 hours Foreclosure related document filings remain low.  Map numbers were lower, but still relatively strong.  Real Estate & Mortgage professionals are anticipating increased volume this spring and summer. 
Mecklenburg County – Sheriff’s Office
February 2015
Monthly Report 



Agency Overview
The average daily population (ADP) within Mecklenburg County Sheriff’s Office detention facilities has declined over the past several months. Mecklenburg County Sheriff’s Office attributes this decline to several different factors including Inmate Programs, collaborative relationships with other entities in the criminal justice system, and process flow in the Arrest Processing Center. In addition to these factors, there has also been a change in the bail policy and a large increase in the number of unsecure bonds and written promises to appear being issued to arrestees as a condition of the release. These changes likely increase the number of arrestees that are released from the Arrest Process Center prior to being booked into jail and shorter jail stays. Mecklenburg County Sheriff’s Office participated in the countywide point in time homeless population count in January. Inmate programs staff along with several volunteers were able to interview approximately 200 inmates over the span of two days. This point in time count gathers extremely useful information on Mecklenburg County’s homeless population in order to assist the county’s commitment to end chronic homelessness. The Mecklenburg County Sheriff’s Office/Turning Point Academy High School program has seen a significant increase and improvement with state test scores since 2013. In 2013, students had a 10‐15% passing rate on state exams. In January of 2015, the current passing rate is 72.7%, for an approximate increase of 60%. Mecklenburg County Sheriff’s Office received 85 barcode scanners that will be deployed in all patrol vehicles. The vehicles serve as a mobile office for the deputies working in field operations. Barcode scanners in the vehicles will speed up data entry process by eliminating the need for deputies to manually enter the processes or wait until they return to the ABC Building to access a desktop terminal. This ensures that data is collected quickly and efficiently. MCSO Court Security Key Performance Indicators (December)  Number of contraband items recovered: 1,168 Detention  Average daily population: 1,430  Number of inmates booked: 2,624 Filed Operations/Civil Process  Number of civil papers served: 5,073 Registration  Number of hand gun purchase permit applications processed: 2,174 Inmate Programs  Number of inmate program class participations: 451 
Context for Key Performance Indicators December data was reported for the Key Performance Indicators. In order to provide accurate data within the deadline for the report, one month lag time will be used. Mecklenburg County – Social Services
February 2015
Monthly Report Department Overview Announcements Next month is National Social Work Month. This year’s theme, selected by the National Association of Social Workers, is “Social Work Paves the Way for Change,” in recognition of the positive changes the profession brings to society and individuals. Social workers ‐ more than any other profession ‐ recognize that more must be done to address persistent social problems such as poverty, lack of education/healthcare access, and discrimination based on gender, race, sexuality, or income. And they know that all people, no matter their circumstance, at some time in their lives may need the expertise of a skilled social worker. Selected Service Overview Guardianship provides services to adults who are determined to be unable to manage their own affairs or make important decisions and are declared incompetent by a court. North Carolina law authorizes “disinterested public agencies” to serve as guardians when no other adult individual or corporation is available or willing. Responsibilities include making decisions about where the individual will live, making provisions for the individual’s care and comfort, providing consent for professional services and treatment (including end of life decisions), and filing status reports with the court. In December 2014, the Department of Social Services was the legal Guardian of Person for 316 individuals, consistent with the year‐to‐date average. Two additional staff were hired this fall to help address the complex needs of this population. Key Performance Indicators December
2014
Indicator # of Public Assistance Cases Medicaid Cases Food and Nutrition Services Cases Work First Cases # of Calls Answered by DSS Call Centers Benefit (ESD) Call Center Just 1 Call Child Protective Services Hotline # of Protective Service Calls Accepted for Service Child Adult 12‐Month Average 258,672
177,678
77,803
3,191
35,163
30,914
3,022
1,227
896
824
72
219,903 138,593 77,721 3,589 33,901 29,632 3,023 1,245 924 844 80 December
2013
200,583
120,222
76,221
4,140
31,829
27,433
3,314
1,082
839
769
70
Mecklenburg County – Social Services
February 2015
Key Performance Indicators (cont’d) December 2014
Indicator # of Individuals under County Responsibility Children in Custody Adult (Guardianship) # of Intervention Services for At‐Risk Customers Transportation Adult In‐Home Aide Customers Served Adult Day Care Customers Served Homebound Customers Who Receive Meals Congregate Customers Who Receive Meals Family In‐Home Services # of Completed Fraud Investigations Completed Investigations # of Individuals on Waiting List Child Care Wait List (CCRI) Homebound Nutrition In‐Home Aide Waiting List Adult Day Care Waiting List # Emergency Assistance Referrals Crisis Assistance Ministry Crisis Intervention Program Low Income Energy Assistance Program (LIEAP) Food 12‐Month Average 1,008
712
316
6,333
3,482
349
154
704
1,330
314
203
203
5,098
4,044
87
833
134
4,748
492
1,491
994
1,771
1,015 725 310 6,232 3,455 356 159 673 1,282 308 224 224 5,340 4,371 80 670 218 4,564 394 944 1,721 1,505 December 2013
974
695
299
5,613
3,188
359
158
550
1,033
325
137
137
6,249
5,494
NA 525
230
4,197
481
1,268
1,213
1,235
Context for Key Performance Indicators 
This report’s submission deadline precludes use of January data. Performance data reported is for December 2014. 
12‐month averages are rounded. 
NA indicates the service was not provided during the reporting period