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City of irving Performance team

City of irving Performance team. focused on excellence. City of irving. Located between Dallas and Fort Worth 225,427 residents 1,800 employees 13th most populous city in Texas; 107th largest in U.S. Strong business community Adjacent to DFW International Airport. Our services.

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City of irving Performance team

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  1. City of irvingPerformance team focused on excellence

  2. City of irving • Located between Dallas and Fort Worth • 225,427 residents • 1,800 employees • 13th most populous city in Texas; 107th largest in U.S. • Strong business community • Adjacent to DFW International Airport

  3. Our services • Law Enforcement • Fire Protection and EMS • Water and Sewer • Refuse Collection • Street Maintenance • Traffic Management • Parks and Libraries • Capital Improvements

  4. Our customers • Residents, businesses and visitors • Sub-Groups • Wide age range • Diverse population • Broad range of needs

  5. Resident requirements • Safe/crime free community • Timely fire response • Aesthetically pleasing neighborhood and corridors • Safe and reliable water supply • Quality service/timely response/friendly staff/convenience and low-cost • Low taxes • Innovative recreational, educational and cultural opportunities

  6. Businesses and Visitors Requirements • Safe/crime free community • Healthy economic environment • Low taxes • Speedy response time for permitting and reviews • Access to restaurants, convention center and entertainment

  7. Vision Model for safe and beautiful neighborhoods, vibrant economy and exceptional recreational, cultural and educational opportunities. Mission Deliver exceptional services and promote a high quality of life for residents, visitors and businesses.

  8. Focus on customer service • Standards • Pledge • Training

  9. One team, one irving • Establish expectations • Align actions with goals • Manage, measure and improve performance • Communication is key • Data is used to make decisions

  10. Overview Baldrige Criteria

  11. Assistant City Manager Structure

  12. Strategic planning • Manage the citywide strategic planning cycle • Development • Implementation • Reporting

  13. Organizational assessments • Promote organizational sustainability • Work one-on-one to verify and document key business processes • Identify opportunities for improvement • Deploy cross-functional teams to address actionable findings

  14. Process improvements • Lean Six Sigma • Innovation Team • Cross-functional team • Fosters big ideas and innovative solutions • Innovation Roundtables • Future projects: Innovate Irving and Innovation/Quality School

  15. Voice of the customer • Resident Survey • Focus: Quality of Life, Quality of City Services, and Resident Priorities • Employee Survey • Focus: Engagement, Satisfaction, and Culture • Business Survey • Focus: Quality of Economic Environment, Quality of City Services, and Business Priorities • Point of Service (POS) Surveys • 37 surveys – divided by service area • Focus: Quality of Customer Service and Quality of Specific Services

  16. Performance measures 2 3 • Select Measures • Key work and process indicators • Regulatory • Customer requirements Comparisons Determined 1 4 Annual Strategic Planning Process Data Collection, Analysis and Reporting 5 8 Year-End Reporting • Review by: • Senior leaders • Employees • City Council 7 6 Performance Improvement Process Continuous Evaluation for Relevance

  17. Results • Eliminated more than 64,000 hours • Saved $46 million cost savings and avoidances • Generated $29.6 in new revenues Crime Down 35%

  18. questions Aimee Kaslik Performance Administrator akaslik@cityofirving.org 972 721-2197 Brad Kearney Management Analyst bkearney@cityofirving.org 972 721-8088 Chris Sanchez Management Analyst csanchez@cityofirving.org 972 721-2657

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