Scott Simmons

Tracking performance to improve service

Scott Simmons, Strategic Business Analyst, No Phone Number Available

Monday, November 18, 2013 at 2 p.m.

Performance data often tells an insightful story.

How long it takes to approve a permit. How many homeless people are connected to life-changing services and resources. How long it takes to respond to a fire or emergency medical service call. How many code enforcement cases are resolved within 30 days.

Mayor David Condon is increasingly using that data to make decisions that shape the future of the City. This quarter, these key performance measures show that the City is making strides in several priority areas, including public safety, customer service delivery, connection to resources and resource management.

The data also tells us we have more work to do – both in terms of how we are doing and how we track that work. Performance measures are reviewed quarterly. They are very much a work in progress that includes fine tuning what we measure to make sure we are driving 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) and life threatening emergency incident (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

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