FY12 BY PRIORITY KEY PERFORMANCE INDICATORS

(1)

FY12

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS PERFORMANCE BY PRIORITY

BY PRIORITY

KEY

PERFORMANCE

INDICATORS

(2)

In November, 2010, Mayor Dewey F. Bartlett Jr. launched a strategic planning effort for the City of Tulsa designed to measure municipal program effectiveness, promote continuous improvement of services, and increase the confidence of citizens in the capability of municipal government.

A strategic business plan was developed for each City of Tulsa department including a mission statement, key performance goals and measurable objectives. Goals for each department were tied to Mayor Bartlett’s strategic priorities, the Tulsa City Council priorities listed in the 2010 City Council Compendium of Needs and Tulsa citizens’ priorities identified in the City of Tulsa Citizen Survey, conducted December 12, 2010 – January 21, 2011. Key performance indicators were defined and targets were set for each department’s objectives.

The City of Tulsa’s strategic planning effort was strengthened when Mayor Bartlett and the Tulsa City Council unified their vision for the City, in March 2012, by adopting shared performance goals, objectives, outcomes and priorities. These strategic priorities, published in 2012 Goals and Objectives: The Vision and Agenda of the Mayor and Council of the City of Tulsa, are:

» DEVELOP THE ECONOMY

» MAKE LOCAL GOVERNMENT EFFICIENT AND RELIABLE

» DEVELOP TRANSPORTATION PLANS FOR FUTURE NEEDS

» BEAUTIFY TULSA

» IMPROVE PUBLIC SAFETY

In July 2011, the City of Tulsa administration began tracking each department’s key performance indicators scores to measure the City’s degree of success in meeting its performance objectives. The results are published in this report. Key performance indicators targets and scores are delineated by both strategic priorities and departments. Performance indicators are color-coded to indicate success in meeting performance targets as follows:

» GREEN = met or exceeded target

» YELLOW = slightly below target

» RED = significantly below target

Eighty key performance targets were set by City of Tulsa departments for FY12. Seventy-five percent of services measured met or exceeded performance targets, while 19 percent measured slightly below target and six percent of scores measured significantly below target.

NOTE: Several City departments were restructured during FY12, and as a result, did not have measures established in time to be published in this report. Engineering Services reported performance target scores for the fourth quarter only. 9-1-1 Public Safety Communications, Customer Care and Streets and Stormwater will report targets and scores in FY13.

INTRODUCTION

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS INTRODUCTION

76%

18%

6%

GREEN

YELLOW

RED

(3)

Average dollar amount of gross ticket sales for PAC per month

Average number of working days for plans review

Average number of calendar days to issue permits for commercial projects under $1 million

Staff member attendance to neighborhood association or community meetings for re-development projects per year Number of new project opportunities identified for economic development per year

Number of neighborhoods that have undergone a mapping process per year

$200,000

10

30

12

4

$543,061

7

34

12

8

ECONOMIC DEVELOPMENT

PLANNING AND ECONOMIC DEVELOPMENT

WORKING IN NEIGHBORHOODS

KEY PERFORMANCE INDICATORS TARGET ACTUAL

83%

GREEN

YELLOW

RED

of reported departmental KPIs at or above their targeted scores.

ECONOMIC DEVELOPMENT

83%

17%

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

(4)

Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames Percentage of capital projects constructed within scheduled time frames

Percentage of capital projects completed within appropriated budgets Change order percentage for capital projects (State statute — projects valued at: A) $1,000,000 or less: 15% maximum; B) above $1,000,000: 10% maximum

Percentage of public construction projects bid advertisements posted and updated in all designated locations

Percentage of designated fleet availability

Percentage of core services of equipment management meeting industry standards

Average number of days after month-end it takes to publish monthly financial report executive summaries

Percentage of general fund emergency operating reserve that meets or exceeds level set by policy

GOVERNMENT EFFICIENCY

ENGINEERING SERVICES

EQUIPMENT MANAGEMENT

FINANCE

80%

90%

95%

7%

95%

93%

86%

30

100%

83%*

96%*

100%*

2%*

98%*

95%

86%

53*

151%

75%

19%

6%

GREEN

YELLOW

RED

* REPORTED FOR 4TH QUARTER ONLY

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS GOVERNMENT EFFICIENCY

(5)

Collection rate percentage of revenue billed for Utilities Services

Number of outside revenue opportunities identified and applied for per year

Percentage of internal non-sworn vacancies filled within 45 days of closing date

Percentage of external non-sworn vacancies filled within 45 days of closing date

Percentage of grievances responded to within contractual timeframes

Percentage of reported injury claims closed within 90 days of submission

Percentage of new employees enrolled for benefits within two weeks of hire

Percentage of project completed to develop incentive programs based on testing, claims and wellness data

Percentage of new-hire physicals completed within five working days of request

Percentage of specialist/imaging referrals completed within two days of patient’s visit

Percentage of first-contact resolution for service desk customers Percentage of call abandonment for service desk calls

Percentage of IT service tickets over 30 days old

FINANCE (CONTINUED)

FIRE

HUMAN RESOURCES

INFORMATION TECHNOLOGY

99.3%

3

80%

98%

65%

100%

75%

90%

95%

35%

8%

1%

99.4%

3

94%

89%

98%

74%

100%

49%

94%

95%

41%

3%

9%

GOVERNMENT EFFICIENCY

(6)

Average monthly service desk customer-service rating (1-5) Annual IT customer service survey rating (1-5)

Percentage of completed HRIS Phase One projects for Time and Attendance Implementation

Percentage of financial systems availability

Percentage of public safety customer-service complaints and incident rates for all 9-1-1 calls

Percentage of routine contracts completed within 10 business days of receipt

Average fine and forfeiture collections per month

Average number of online payment transactions per month

Number of mobile data terminals deployed per year Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police

Percentage reduction in energy use per month

Percentage met of customer-service demand for treated water Average number of instances of noncompliance with OPDES per wastewater treatment plants

INFORMATION TECHNOLOGY (CONTINUED)

LEGAL

MUNICIPAL COURTS

POLICE

SUSTAINABILITY

WATER AND SEWER

4.0

90%

99%

.007%

90%

$841,000

750

200

75

100%

5%

98%

3

4.9

3.5

70%

100%

.003%

90%

$918,000

907

140

131

95%

2%

100%

1

GOVERNMENT EFFICIENCY

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS GOVERNMENT EFFICIENCY

(7)

Number of fixed-route accidents per 100,000 miles Number of lift-program accidents per 100,000 miles Number of fixed-route complaints per 10,000 boardings Number of lift-program complaints per 10,000 boardings Number of operator absences per weekday

Number of total absences per weekday Number of fixed-route passengers per hour Number of lift-program passengers per hour Fixed route cost per trip

Lift program cost per trip

Average number of fixed-route riders per month Average number of lift-program riders per month

TRANSPORTATION

TULSA TRANSIT

1

1.5

4

23

11

15

2

$5.19

$27.50

209,000

13,500

.8

1.9

3

21

8

10

18

2

$4.50

$26.38

231,789

13,648

92%

GREEN

YELLOW

RED

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

92%

8%

(8)

Average number of demolitions and housing rehabilitations per month

Average number of neglected vacant properties registered per month

Average number of voluntary compliance of code violations per month

35

4

20

1,400

41

8

31

1,258

BEAUTIFICATION

75%

GREEN

YELLOW

RED

BEAUTIFICATION CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

75%

(9)

Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames Percentage of capital projects constructed within scheduled time frames

Percentage of capital projects completed within appropriated budgets Change order percentage for capital projects (State statute — projects valued at: A) $1,000,000 or less: 15% maximum;

B) above $1,000,000: 10% maximum

Percentage of inspected buildings with a fire loss no greater than $10,000

Number of new initiatives introduced to improve community health and life safety:

80%

90%

95%

7%

90%

3

.007%

83%

96%

100%

2%

88%

7

3

.003%

PUBLIC SAFETY

73%

GREEN

YELLOW

RED

INFORMATION TECHNOLOGY

73%

23%

4%

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS PUBLIC SAFETY

ENGINEERING SERVICES

(10)

Percentage of legal reviews for prosecutions completed within two working days

Percentage of compliance with court-ordered probation sentences

Percentage of background checks conducted within 48 hours of employment on all contractors and volunteers who work with youth

Number of mobile data terminals deployed per year

Average percentage reduction in Part One crimes over same month of prior year

Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police

Percentage met of customer-service demand for treated water Average number of instances of non-compliance with OPDES per wastewater treatment plants

Average number of hours to restore water-line breaks

Percentage of onsite responses to sanitary sewer stoppage and overflow calls within two hours

100%

60%

100%

10

30

200

5%

75

100%

98%

3

5

95%

100%

66%

100%

7

34

140

4%

131

95%

100%

1

5

95%

PLANNING AND ECONOMIC DEVELOPMENT LEGAL

MUNICIPAL COURTS

PARKS AND RECREATION

POLICE

WATER AND SEWER

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

PUBLIC SAFETY

(11)

Average number of neglected vacant properties registered per month Average number of demolitions and housing rehabilitations per month

Average number of monthly regional meetings with neighborhood leaders to increase involvement in improving neighborhoods Number of neighborhoods that have undergone a mapping process per year

20

35

6

4

1,400

31

41

7

8

1,258

KEY PERFORMANCE INDICATORS TARGET ACTUAL

PUBLIC SAFETY

(12)

Percentage of goal reached for increasing number of direct contacts with citizens through social media to 20,000 by June 30, 2012

Percentage of capital projects designed, right-of-way easements acquired and utilities relocated within scheduled time frames Percentage of capital projects constructed within scheduled time frames Percentage of capital projects completed within appropriated budgets Change order % for capital projects (State statute — projects valued at: A) $1,000,000 or less: 15% maximum; B) above $1,000,000: 10% maximum

Percentage of inspected buildings with a fire loss no greater than $10,000

Number of new initiatives introduced to improve community health and life safety

Percentage of citizens’ requests regarding human rights information responded to within five business days

CITIZEN PRIORITY

COMMUNICATIONS

100%

80%

90%

95%

7%

90%

3

85%

126%

83%

96%

100%

2%

88%

7

3

100%

83%

GREEN

YELLOW

RED

CITIZEN PRIORITY

83%

15%

2%

FIRE HUMAN RIGHTS

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

(13)

MUNICIPAL COURTS

CITIZEN PRIORITY

Percentage of reviews for prosecutions completed within two working days

Average number of online payment transactions per month Percentage of compliance with court-ordered probation sentences

Percentage of programming geared towards citizen engagement, teens, at risk youth, neighborhood and economic vitality, 50-plus population, fitness, arts and/or sustainability

Number of Master Plan Citizen Advisory meetings implemented to review and evaluate the effectiveness of the Master Plan Strategies Percentage of background checks conducted within 48 hours of employment on all contractors and volunteers who work with youth

Average dollar amount of gross ticket sales for PAC per month

Staff member attendance to neighborhood association or community meetings for redevelopment projects per year Number of new project opportunities identified for economic development per year

INFORMATION TECHNOLOGY

LEGAL

.007%

100%

750

60%

100%

4

100%

$200,000

10

30

12

.003%

100%

907

66%

100%

7

100%

$543,061

7

34

12

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS CITIZEN PRIORITY

PARKS AND RECREATION

PERFORMING ARTS CENTER

(14)

Number of mobile data terminals deployed per year

Average percentage reduction in Part One crimes over same month of prior year

Average number of fatal offense report errors per month Percentage of progress toward adopting a new promotional process for police

Number of fixed-route accidents per 100,000 miles Number of lift-program accidents per 100,000 miles Number of fixed-route complaints per 10,000 boardings Number of lift-program complaints per 10,000 boardings Number of operator absences per weekday

Number of total absences per weekday Number of fixed-route passengers per hour Number of lift-program passengers per hour Fixed route cost per trip

Lift program cost per trip

Average number of fixed-route riders per month Average number of lift-program riders per month

200

5%

75

100%

1

1.5

4

23

11

15

2

$5.19

$27.50

209,000

13,500

140

4%

131

95%

.8

1.9

3

21

8

10

18

2

$4.50

$26.38

231,789

13,648

CITIZEN PRIORITY

POLICE

CITIZEN PRIORITY CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

(15)

Percentage met of customer-service demand for treated water Average number of instances of noncompliance with OPDES per wastewater treatment plants

Average number of hours to restore water-line breaks Percentage of onsite responses to sanitary sewer stoppage and overflow calls within two hours

Average number of neglected vacant properties registered per month Average number of demolitions and housing rehabilitations per month

Average number of monthly regional meetings with neighborhood leaders to increase involvement in improving neighborhoods

CITIZEN PRIORITY

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS

WORKING IN NEIGHBORHOODS WATER AND SEWER

CITIZEN PRIORITY

KEY PERFORMANCE INDICATORS TARGET ACTUAL

98%

3

5

95%

20

35

4

1,400

6

100%

1

5

95%

31

41

8

1,258

7

(16)

CITY OF TULSA: 2012 KEY PERFORMANCE INDICATORS ECONOMIC DEVELOPMENT

Percentage of goal completed for CNG fueling stations being opened by December, 2011

Percentage of EMD technicians with CNG certifications

Percentage of EMD Technicians with at least one ASE certification by June 30, 2012

Number of BRIDGE certifications for disadvantaged businesses, minority-owned and/or female-owned businesses

Average percentage of working relationships with HUD Grants sub-recipients through letters, community outreach, onsite visitation and ongoing communication per month

PAC customer service survey results on a scale of 1-10 Average number of rehearsal/tech days per month Average number of performances

Number of City departments with sustainability policies in place per year

Percentage of reduction of number of animals euthanized at Tulsa Animal Welfare

ADDITIONAL KPIs

EQUIPMENT MANAGEMENT

HUMAN RIGHTS

PERFORMING ARTS CENTER

SUSTAINABILITY

100%

15%

50%

250

80%

9.5

85

25

12

15%

33%

19%

41%

169

34%

9.7

101

46

12

5%

60%

GREEN

YELLOW

RED

60%

20%