City of Evanston
Citywide Performance Measures
2012 CPM Report Overview
November 10, 2012
1
2012 CPM Report Presentation
• Performance Measurement Review
– Background
– Goals
• 2012 CPM Report Overview
• Next Steps
• Questions
2
Performance Measurement Review
Background:
•
The 2012 CPM Report was developed in accordance with the City
Council’s goal of “Efficiency and Effectiveness of Services.”
•
The 2012 CPM Report was created using measurement and
reporting guidelines provided by ICMA.
•
2012 represents the first year of CPM reporting for the City of
Evanston.
3
Performance Measurement Review
Background:
•
The draft Comprehensive Performance Measures were introduced
during the May 21, 2012 City Council Meeting.
•
The City Council submitted comments and suggestions during the
May 21, 2012 meeting and during individual meetings with staff.
•
City Council suggestions were incorporated into the 2012 CPM
Report.
•
The 2012 CPM Report is available for viewing on pages 227 – 236
of the Proposed FY 2013 Budget document.
4
Performance Measurement Review
Goals of Comprehensive Performance Measurement:
•
Provide elected officials with detailed information to help make
informed decisions about strategic goals and resource allocation.
•
Provide the public with accurate data about the quality and efficiency
of local government services.
•
Increase accountability of City staff by enhancing tracking and
reporting of organizational performance.
•
Allow for benchmarking of City service provision against other
communities.
5
2012 CPM Report Overview
City Manager’s Office – Pg. 228
#
Service Area
1
Sustainability
2
Sustainability
3
Citizen Engagement
4
Citizen Engagement
5
Citizen Engagement
6
Events and Activities
Performance Measure Description
Total energy savings Citywide during a specific
period of time calculated in terms of kWh and
Therms
Annual grant funding secured.
Percentage of 311 requests completed within
established service level agreement.
Number of administrative services assumed by
311.
Change in number of subscribers to City
communication channels annually.
Number of citizen engagement events and/or
activities.
2012
Target
20,000 kWh
100,000
Therms
$100,000
48 Business
Hours
Target
on
Track
✔
4
✔
24,000
✔
72
✔
6
2012 CPM Report Overview
Law Department – Pg. 228
#
Service Area
7
Ordinance Prosecution
8
Traffic Prosecution
9
10
11
Ordinances and
Resolutions
Loss Minimization/Risk
Management
Administrative Adjudication
Performance Measure Description
Ordinance cases prosecuted during a specified
period of time (animal, aggressive panhandling,
curfew, disorderly conduct).
Traffic prosecution cases during a specific
period of time, including percentage of
successful prosecutions.
Ordinances and resolutions written and/or
reviewed during a specific period of time.
2012
Target
Target
on
Track
500
6300
140
✔
Cases tried to verdict.
8
✔
Number of administrative adjudication cases
tried per year (including appeals).
80
✔
7
2012 CPM Report Overview
Administrative Services Department - Pg. 229
#
Service Area
12
Purchasing
13
Human Resources Recruitment
14
Human Resources Satisfaction
15
16
Human Resources Retention
Telephone System and
Network Problem
Resolution/Repair
17
Finance / Accounting
18
Parking - Revenue
19
Parking - Compliance
Performance Measure Description
Calendar days from requisition to purchase
order (formal and informal bids).
Calendar days from requisition to
hire/recruitment for internal and external hires.
Percentage of employees who rate training
opportunities, work environment and quality
of HR services as satisfactory.
Length of time that employees maintain
employment with City.
Percentage of telephone system and network
problems corrected within 48 hours during a
specific period of time.
Total number of financial reporting documents
published and/or certified during a specific
period of time.
Number of parking tickets issued and parkingrelated revenue generated during a specific
period of time.
Number of e-mail and text alert subscribers
for street cleaning notifications.
2012
Target
Target
on
Track
3 Days
60 Days
✔
TBD
12 Years
✔
65%
✔
21
✔
9,484,400
✔
1500
✔
8
2012 CPM Report Overview
Community and Economic Development Department – Pg. 230
#
20
21
Service Area
Property Maintenance
Compliance
Property Maintenance
Compliance
Performance Measure Description
Total inspections performed per 1,000 population.
% of compliant rental units of the Housing Code
Compliance Program within a calendar year.
Average number of days to review Single Family &
Accessory Structures and Commercial & Accessory
Structures.
2012
Target
Target
on
Track
254
98%
✔
Residential: 14 Days
Commercial: 24 Days
✔
22
Plan Reviews
23
Planning & Zoning
Reviews
Plan Commission: Average review time (days) of
rezoning cases in committee.
120 days
24
Planning & Zoning
Reviews
Average review time for Subdivision cases
90 days
✔
Continued…
9
2012 CPM Report Overview
Community and Economic Development Department – Pg. 230 Cont’d
#
25
Service Area
Planning & Zoning
Reviews
26
Planning & Zoning
Reviews
27
Planning & Zoning
Reviews
Performance Measure Description
Plan Commission: Average review time (days) of
Plan Unit Development cases in committee.
Zoning Board of Appeals: Average review time
(days) of Variation & Special Use permit cases in
committee.
Historic Preservation: Average review time (days)
of Certificates of appropriateness cases in
committee
2012
Target
Target
on
Track
90 days
✔
30 days
30 days
✔
30 days
✔
28
New Businesses
No. of new and closing businesses in Evanston.
New Business
Openings: 75
Businesses Closed:
40
29
Affordable Housing
Production/Rehab
Number of housing units (owner and rental) improved
per $100,000 of grant funding.
80
✔
10
2012 CPM Report Overview
Police Department – Pg. 231
#
Service Area
30
Crime Rates
31
Calls for Service
32
Peacekeeping and
Domestic Quarrels
33
Crimes Solved
34
Response Time
35
Seizure Data
36
FTE to Population
Proactive Activities by
the Problem Solving
Team
37
38
Complaints
Performance Measure Description
Benchmark of crime level against that of other
communities.
Number of police calls per 1,000 residential population
compared with the percentage of dispatched police
calls.
Number of domestic quarrels, referrals to Victim
Services and follow-on services provided.
Percentage of UCR (Uniform Crime Reports) Part I
Crimes Cleared.
Response time in minutes to Top Priority Calls.
Benchmark of quantity of illicit drugs and firearms
seized against that of other communities.
Sworn and civilian FTE's per 1,000.
2012
Target
TBD
TBD
TBD
TBD
TBD
TBD
TBD
Compare year-to-year volume and results in
reduced in crime opportunities
TBD
Compare trendlines in citizen comments at Human
Services Committee
TBD
* Performance measures to be added after full year of data collection.
Target
on
Track
11
2012 CPM Report Overview
Fire Department – Pg. 232
#
Service Area
Performance Measure Description
Percentage of emergency fire calls with a response
time of five minutes and under from dispatch to arrival
on scene, compared with square miles served per fire
Suppression Station, and compared with population
density.
Fire Incidents confined to room of origin.
Number of on the Job (OJI) related injuries per 100
members that resulted in time lost from duty in a 1 year
period.
Job related vehicle crashes, deemed preventable, per
100 members in a 1 year period.
Sworn and civilian FTE's per 1,000 population.
Emergency responses (in seconds).
39
Response Time
40
Fire Incidents
41
Injuries
42
Vehicle Accidents
43
44
FTE to Population
EMS Response Time
45
Alarm Response Time
Turnout Time for emergency and non-emergency
alarms.
46
Loss Minimization
Estimated property value preserved.
2012
Target
Target
on
Track
95%
✔
65%
✔
<5
✔
<5
1.4
240
✔
Em<70
Non<100
✔
✔
N/A
12
2012 CPM Report Overview
Health Department – Pg. 232 - 233
#
47
Service Area
Communicable Disease
Epidemiological
Investigations
48
Educational Outreach
49
Educational Outreach Lead Poisoning
50
Health Inspections
51
Dental Care
52
Vital Records
53
Pediatric Oral Care
Performance Measure Description
Number of investigations and complaints.
Number of individuals reached by educational activities
per 1,000 population.
Track local trends in testing sites for lead,
childhood blood lead screening rates, and
incidence in childhood lead poisoning rates.
Number of restaurant, temporary food and farmer's
market inspections (cont'd in comment).
Number of visits to dental clinic for preventative and
restorative care.
Number of birth and death certificates issued.
Average time wait time for pediatric oral
restorative and preventative care.
2012
Target
Target
on
Track
450
✔
2,000
✔
20
✔
1,200
✔
1,500
1,500
✔
10
✔
13
2012 CPM Report Overview
Public Works Department – Pg. 233 - 234
#
54
Service Area
Waste Diversion
Performance Measure Description
Total waste diversion rate.
55
Road Rehabilitation
Road Rehabilitation Expenditures per paved lane mile.
56
Timely Capital
Improvements
57
Resident Satisfaction
Percentage of capital improvement projects on time
and under budget.
Survey of residents impacted by all Public Works
projects.
58
Time to complete
maintenance and minor
repairs
Percent of minor vehicle repairs completed within 2
days and percent of preventative maintenance
completed within 30 days of due date.
59
Cost of maintenance and
minor repairs
Average maintenance and repair cost per vehicle.
60
Snow Removal
Snow and ice control expenditures per capita
compared with inches of snowfall.
Timely waste and
recycling collection
Residential Street
Sweeping
Percent of residential and commercial waste and
recycling picked up on schedule.
Street-sweeping expenditures per linear mile
swept.
61
62
2012
Target
19%
Target
on
Track
$407,007
✔
Complete
✔
Satisfied
✔
1.Total Vehicle
downtime of 5% or
less. 2. P.M.
completion rate of
95%
✔
Less than $3.00 per
mile driven
Snow Cost Per
Capita ($6.50)
Annual Inches of
Snow (20")
✔
90%
✔
$120
✔
14
2012 CPM Report Overview
Library – Pg. 234
#
Service Area
63
Customer Satisfaction
64
Customer Service
65
Collection
66
Circulation
67
Purchasing Costs
Performance Measure Description
Percentage of citizens who rated library service as
satisfactory.
Percentage of library users who rated the helpfulness
and the general attitude of library staff as satisfactory.
Percentage of library users who rated the availability of
library materials as satisfactory.
Number of items circulated per resident.
Number of dollars spent for materials acquisition per
resident.
68
Facility Usage
Number of meeting room requests and estimated
attendees.
69
Second Visits
Number of library program participants that enroll
in additional programs.
70
Outreach Effectiveness
Surveys gathering information on how they
learned about programs.
2012
Target
Target
on
Track
80%
90%
80%
13.8
$18.12
Requests: 4,500
Attendees:
25,000
60% return
visits
✔
most costeffective means
15
2012 CPM Report Overview
Parks, Recreation and Community Services Department – Pg. 235
#
Service Area
Performance Measure Description
2012
Target
Target
on
Track
5% increase
year over
year
✔
71
Youth Employment
Percentage of applicants for youth employment and
vocational training opportunities who received such
opportunities.
72
Facilities Management
Total number and response time of completing inhouse work orders.
Historical
Comparison
✔
73
Forestry Response
Total number and response time of completing
Forestry Division requests.
Historical
Comparison
✔
Continued…
16
2012 CPM Report Overview
Parks, Recreation and Community Services Department – Pg. 235
#
Service Area
74
Recreation User Activity
75
Youth Engagement
76
Park Attendance
77
Park User Experience
78
The Arts
Performance Measure Description
Evaluate total program participation and recreation
services by age and Ward.
Evaluate employee and employer satisfaction with
youth employment programs.
Attendance at PR&CS special events and park
permits
User survey of facility conditions, safety and
cleanliness.
Number of functional aspects added to
evanstonartsbuzz.com web site
2012
Target
Target
on
Track
Historical
Comparison
80%
✔
45,700
TBD
TBD
17
2012 CPM Report Overview
Utilities Department – Pg. 236
#
Service Area
Performance Measure Description
Number of customers experiencing an unscheduled
disruption of service.
Number of customer complaints for water's technical
quality.
79
Reliable Distribution
80
Water Complaints
81
Sewer Complaints
Number of customer complaints for sewers' technical
quality (seepage, backups, overflows, etc.).
83
Employee Health and
Safety
Regulatory Compliance
Benchmark days lost from work due to illness or injury
again.
Number of EPA regulatory violations.
84
Water Main Failure Rate
Number of known breaks/leaks per mile of water main.
85
Water Sales
Millions of gallons of water sold to outside
communities.
82
2012
Target
Target
on
Track
720
✔
100
✔
200
✔
3.6
0
✔
0.3
✔
11,500 MG
✔
18
Next Steps
Moving Forward with Performance Measurement:
•
Collect year-end performance measurement data for 2012.
•
Publish the 2012 Performance Measurement Report as part of the
Adopted FY 2013 Budget document.
•
Begin tracking performance measures for 2013.
•
Obtain CPM information from comparable communities for
benchmarking purposes.
19
Questions?
20