Efficiency and Effectiveness of

ServicesCitywide Performance Measures (CPM)

Monday, May 21st, 2012

Background

Goal: “To create a simplified tool for quickly and easily assessing the effectiveness of City service provision.”

Sixty-seven (67) performance measures comprised of five (5) to seven (7) measures from each department

Informed by the ICMA’s Comparative Performance Measures

Report will be presented semi-annually and made available online

City Manager’s Office

# Department Objective Performance MeasureCalculation Guidance

(as needed)

1 City Manager's OfficeSustainability - Reduce Energy Usage

Total energy savings Citywide during a specific period of time calculated in terms of kWh and Therms.

 

2 City Manager's Office Sustainability Annual grant funding secured.

Total value of grants and support received for sustainability projects calculated in terms of annual dollar value.

3 City Manager's Office Citizen EngagementPercentage of 311 requests completed within established service level agreement.

 

4 City Manager's Office Citizen EngagementNumber of administrative services assumed by 311.

 

5 City Manager's Office Citizen EngagementChange in number of subscribers to City communication channels annually.

 

6 City Manager's Office Intergovernmental AffairsFederal, State and Regional dollars given/savings to City of Evanston projects in a given year (grants included).

 

7 City Manager's Office Event and ActivitiesNumber of citizen engagement events and/or activities.

 

Law Department

# Department Objective Performance MeasureCalculation Guidance

(as needed)

8 Law Ordinance ProsecutionOrdinance cases prosecuted during a specified period of time (animal, aggressive panhandling, curfew, disorderly conduct).

 

9 Law Traffic ProsecutionTraffic prosecution cases during a specific period of time.

 

10 Law Ordinances and resolutionsOrdinances and resolutions written and/or reviewed during a specific period of time.

 

11 Law Loss minimization/Risk Management

Cases tried to verdict.

Result of same, won at summary judgment or dismissal stage, or litigation that resulted in no adverse impact to the City.

12 Law Administrative adjudicationNumber of administrative adjudication cases tried per year (including appeals).

 

Administrative Services Dept.

# Department Objective Performance MeasureCalculation Guidance

(as needed)

13

Administrative Services

PurchasingCalendar days from requisition to purchase order (formal and informal bids).

Average number of days from requisition to purchase order during a specific period of time.

14

Administrative Services

Human ResourcesCalendar days from requisition to hire/recruitment for internal and external hires.

Average number of days from requisition to hire/recruitment during a specific period of time.

15

Administrative Services

Telephone System and Network Problem Resolution/Repair

Percentage of telephone system and network problems corrected within 48 hours during a specific period of time.

 

16

Administrative Services

Finance / AccountingTotal number of financial reporting documents published and/or certified during a specific period of time.

 

17

Administrative Services

Parking Number of parking tickets issued and parking-related revenue generated during a specific period of time.

 

Community & Economic Development

# Department Objective Performance MeasureCalculation Guidance

(as needed)

18

Community & Economic Dev.

Property Maintenance Compliance

Total inspections performed per 1,000 population.

Total Property Maintenance Compliance Inspections per 1,000 of City population (Evanston population = 74,486 per 2010 Census)

19

Community & Economic Dev.

Plan ReviewsAverage number of days to review Single Family & Accessory Structures and Commercial & Accessory Structures.

 

20

Community & Economic Dev.

New BusinessesNo. of announced economic development projects with no. of new jobs and expected private investment.

This measure requires three numbers: No. of announced projects per year, No. of jobs projected with each announcement and it private investment (capital).

21

Community & Economic Dev.

Affordable Housing Production/Rehab

Number of housing units (owner and rental) improved per $100,000 of grant funding.

 

22

Community & Economic Dev.

Zoning ReviewsAverage number of days to review Zoning Analysis Application.

 

Evanston Police Department

# Department Objective Performance MeasureCalculation Guidance

(as needed)

23 Police Crime RatesBenchmark of crime level against that of other communities.

 

24 Police Calls for ServiceNumber of police calls per 1,000 residential population compared with the percentage of dispatched police calls.

 

25 PolicePeacekeeping and Domestic Quarrels

Number of domestic quarrels, referrals to Victim Services and follow-on services provided.

 

26 Police Crimes SolvedPercentage of UCR (Uniform Crime Reports) Part I Crimes Cleared.

Part I Crimes as defined by FBI's Uniform Crime Reports

27 Police Response Time Response time in minutes to Top Priority Calls.Locally defined "Top Priority Calls."

28 Police Seizure DataBenchmark of quantity of illicit drugs and firearms seized against that of other communities.

 

29 Police FTE to Population Sworn and civilian FTE's per 1,000.  

Fire Department

# Department Objective Performance MeasureCalculation Guidance

(as needed)

30

Fire Response Time

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.

This measure requires four numbers: "Percent of calls with response time of five minutes or less," "Total square miles of the City," "Number of fire stations" and "Population served"

31

Fire Fire Incidents Fire Incidents confined to room of origin.  

32

Fire InjuriesNumber of on the Job (OJI) related injuries per 100 members that resulted in time lost from duty in a 1 year period.

 

33

Fire Vehicle AccidentsJob related vehicle crashes, deemed preventable, per 100 members in a 1 year period.

 

34

Fire FTE to Population Sworn and civilian FTE's per 1,000 population.  

35

Fire EMS Response Time Emergency responses (in seconds).CAD Dispatch Time to Arrival on Scene

36

Fire  Turnout Time for emergency and non-emergency alarms.

Time from Dispatch to the time of Enroute to Scene.

Health Department

# Department Objective Performance MeasureCalculation Guidance

(as needed)

37

Health Communicable Disease Epidemiological Investigations

Number of investigations and complaints.

This measure requires total number of investigations, total number of lab reports, and total number of investigations initiated following lab reports

38

Health Educational OutreachNumber of individuals reached by educational activities per 1,000 population.

 

39

Health Health InspectionsNumber of restaurant, temporary food and farmer's market inspections (cont'd in comment).

 

40

Health Dental CareNumber of visits to dental clinic for preventative and restorative care.

 

41

Health Vital Records Number of birth and death certificates issued.  

Public Works

# Department Objective Performance MeasureCalculation Guidance

(as needed)

42 Public Works Waste Diversion Total waste diversion rate.  

43 Public Works Road RehabilitationRoad Rehabilitation Expenditures per paved lane mile.

 

44 Public WorksTimely Capital Improvements

Percentage of capital improvement projects on time and under budget.

 

45 Public Works Resident SatisfactionSurvey of residents impacted by all Public Works services.

 

46 Public WorksTime 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.

 

47 Public WorksCost of maintenance and minor repairs

Average maintenance and repair cost per vehicle.

 

48 Public Works Snow RemovalSnow and ice control expenditures per capita compared with inches of snowfall.

This measure requires two numbers: "Snow and ice control expenditures per capita" and "inches of snowfall"

Parks, Recreation & Community Services

# Department Objective Performance MeasureCalculation Guidance

(as needed)

51

Parks, Rec. and Comm. Serv.

Youth EmploymentPercentage of applicants for youth employment and vocational training opportunities who received such opportunities.

This measure requires two numbers: Percentage of applicants for youth employment and vocational training

52

Parks, Rec. and Comm. Serv.

Facilities ManagementTotal number and response time of completing in-house work orders.

 

53

Parks, Rec. and Comm. Serv.

Forestry ResponseTotal number and response time of completing Forestry Division requests.

 

54

Parks, Rec. and Comm. Serv.

Recreation User ActivityEvaluate total program participation and recreation services by age and Ward.

 

55

Parks, Rec. and Comm. Serv.

Youth EngagementEvaluate employee and employer satisfaction with youth employment programs.

 

56

Parks, Rec. and Comm. Serv.

Park AttendanceAttendance at PR&CS special events and park permits

 

57

Parks, Rec. and Comm. Serv.

Park User ExperienceUser survey of facility conditions, safety and cleanliness.

 

Library

# Department Objective Performance MeasureCalculation Guidance

(as needed)

58 Library Customer SatisfactionPercentage of citizens who rated library service as satisfactory.

 

59 Library Customer ServicePercentage of library users who rated the helpfulness and the general attitude of library staff as satisfactory.

 

60 Library CollectionPercentage of library users who rated the availability of library materials as satisfactory.

 

61 Library Circulation Number of items circulated per resident.  

62 Library Purchasing CostsNumber of dollars spent for materials acquisition per resident.

 

Utilities

# Department Objective Performance MeasureCalculation Guidance

(as needed)

63 Utilities Reliable Distribution Number of customers experiencing disruption.  

64 Utilities Water ComplaintsNumber of customer complaints for water's technical quality.

 

65 Utilities Sewer ComplaintsNumber of customer complaints for sewers' technical quality (seepage, backups, overflows, etc.).

 

66 Utilities Employee Health and SafetyBenchmark days lost from work due to illness or injury again.

 

67 Utilities Regulatory Compliance Number of EPA regulatory violations.  

68 Utilities Water Main Failure RateNumber of known breaks/leaks per mile of water main.

 

69 Utilities Water SalesMillions of gallons of water sold to outside communities.

 

Questions