City tracking performance to improve service

Quarterly review shows improvement in key areas

Brian Coddington, Communications Director, 509.625.6740

Monday, November 18, 2013 at 11:44 a.m.

A quarterly review of the City's key performance indicators shows improvement in several priority areas, including public safety, customer service delivery, connection to resources and resource management.

Violent crime was down 14 percent during the third quarter compared to 2012. Residential burglary (7 percent) and vehicle theft (14 percent) also declined during that same period. Fire and emergency medical response times also continued to exceed performance standards citywide, as did overall satisfaction with the City's customer service resources.

“We are improving accountability to the customers we serve, our colleagues and our partners,” said Mayor David Condon. “We have come a long way and have more work to do as we fine-tune our measurements to ensure we are driving toward the right outcomes.”

A look at the third quarter data shows the City is:

Driving down crime

  • Violent crime incidents are down 14 percent
  • Residential burglary is down 7 percent
  • Vehicle theft is down 14 percent

Improving customer service

  • Cut permitting time to an average of 35 days – nearly half the time it took in the first quarter of 2012
  • A high level of satisfaction among MySpokane (90 percent) users

Quickly getting help to people who need it

  • Exceeded fire (90.2 percent in 8 minutes, 30 seconds or less), BLS (98.4 percent in 8:30) and ALS (96.4 percent in 8:30) response times
  • Exceeded call dispatch times (94 percent in 60 seconds or less) while piloting alternative response approaches to non-emergency calls

Connecting people to services that make a difference

  • Connected homeless people to service and resources that lead to stable housing and increased financial stability 89 percent of the time

Proactively maintaining the city's assets

  • Reduced by 37 percent distribution line breaks
  • Reduced the average number of hours fleet vehicles are out of service for repairs for the third consecutive quarter