Strong Community Connections

Developing and maintaining a strong community connection by emphasizing the importance of open government, customer service and communication with community members. Please use the translate button to view in Spanish or other languages. Por favor use el botón de traducción para ver en español o otros idiomas. Follow this initiative to receive emails about Tempe Performance Measures. Performance Measures On This Page: Over time, some performance measures may either be combined, moved, updated or retired. Customer Service Satisfaction (2.02) Achieve satisfaction ratings of “Very Satisfied” or “Satisfied” with the “Quality of Customer Service” greater than or equal to the top 10% of the national benchmark cities as measured in the Community Survey. Baseline: 69.8% (2017) Target: 82% by 2024 Explore Performance Measure 2.02 Customer Service (summary) 2_02_Customer_Service_(summary) Percent of Residents Very Satisfied or Satisfied 311 First-Call Resolution Rate (2.03) Achieve a Tempe 311 Single Point of Contact (SPOC) resolution rate greater than or equal to the mean average as determined by the U.S. Contact Center HR and Operational Benchmarking Survey. Baseline: 70.83% (1/1/17 - 7/1/17) Target: 75% by 2020 Explore Performance Measure 2.03 311 First-Call Resolution (summary) 2_03_311_First_Call_Resolution_(summary) Single Point of Contact Resolution Rate City Website Satisfaction (2.04) Achieve ratings of "Very Satisfied" or "Satisfied” with the "Usefulness of City Website" greater than or equal to the top 10% of the national benchmark cities as measured in the Community Survey. Baseline: 68.4% (2016) Target: 71% by 2020 Explore Performance Measure 2.04 City Website Satisfaction (summary) 2_04_City_Website_Satisfaction_(summary) Percent of Residents Very Satisfied or Satisfied Online Service Satisfaction Rate (2.05) Achieve 90% ratings for Tempe’s online services of “Very Satisfied” or “Satisfied” for ease of use and needs met in Customer Experience surveys and Community Survey. Baseline:Community Survey Baseline: 69.2% (2017)Customer Experience Baseline: Under development (technology platform for collecting real time survey is being determined) Target:Community Survey Target: 90% by 2025Customer Experience Target: 90% by 2025 Explore Performance Measure 2.05 Online Service Satisfaction (summary) 2_05_Online_Service_Satisfaction_(summary) Percent of Residents Very Satisfied or Satisfied Police Trust Score (2.06) Achieve trust scores between 80 and 100 on a scale of 0 (totally disagree) to 100 (totally agree) across all demographic categories as measured by the monthly police sentiment survey. Baseline: 70.2 (2020 annual average) Target: 80 Explore Performance Measure Police Sentiment Survey (detail) elucd_police_survey_sentiment Police Trust Score Counseling Service Referral Rate (2.07) Achieve a rate of 85% of counseling clients who report an “increased ability to cope” as measured by a 4 or greater on a 5-point scale. Baseline: 93.5% Quarter ending 9/30/2018 (partial sample from quarter) Target: 85% (achieved) Explore Performance Measure 2.07 Counseling Service Referral (summary) 2_07_Counseling_Service_Referral_(summary) Percent who Report an “increased ability to cope” Treatment Court Satisfaction (2.08) Achieve a 98% satisfaction rate from participants in the treatment court (Mental Health and Veterans) that the experience was positive and beneficial. Baseline: 100% (2016/17) Target: 98% (achieved) Explore Performance Measure 2.08 Treatment Court Satisfaction (summary) 2_08_Treatment_Court_Satisfaction_(summary) Survey Responses of "Yes" Budget Presentation Award (2.10) Receive the Government Finance Officers’ Association (GFOA) Distinguished Budget Presentation Award annually for being high-quality, accessible, and understandable. Baseline: Received Award (2016) Target: Receive Award Explore Performance Measure Financial Reporting Award (2.11) Receive the Government Finance Officers’ Association (GFOA) Certificate of Achievement for Excellence in Financial Reporting annually for transparency, disclosure, and information. Baseline: Received Certificate (2014) Target: Receive Certificate Explore Performance Measure Procurement Award (2.12) Receive the National Procurement Institute’s Achievement of Excellence in Procurement Award annually for innovation, professionalism, productivity, e-procurement and leadership attributes. Baseline: Received Award (2014) Target: Receive Award Explore Performance Measure Employee Engagement (2.13) Achieve ratings of “Strongly Agree” or “Agree” with overall levels of employee engagement and job satisfaction greater than the average of national benchmark cities as measured in the Tempe Employee Survey. Baseline: 47.2% Engagement (2016) 78.2% Job Satisfaction (2016) Target:32% Engagement67% Job Satisfaction Explore Performance Measure 2.13 Employee Engagement (overall) 2_13_Employee_Engagement_(overall) Percent Satisfied with the Level of Employee Engagement 2.13 Employee Engagement (overall) 2_13_Employee_Engagement_(overall) Percent Satisfied with their Current Job Feeling Invited to Participate in City Decisions (2.15) Achieve ratings of "Very Satisfied" or "Satisfied" with “feeling invited and welcomed to participate in city decision-making processes" greater than or equal to the national benchmark cities as measured in the Community Survey. Baseline: 46.5% (2016) Target: 33% Explore Performance Measure 2.15 Feeling Invited to Participate (summary) 2_15_Feeling_Invited_to_Participate_(summary) Percent of Residents Very Satisfied or Satisfied 311 Caller Wait Time (2.16) Achieve a caller wait time of less than or equal to sixty seconds for 90% of calls to Tempe 311. Baseline:98.93% English; 97.08% Spanish; (2017) Target:90% Explore Performance Measure 2.16 311 Caller Wait Time (summary) 2_16_311_Caller_Wait_Time_(summary) 311 Calls Answered in 60 Sec or Less 2.16 311 Caller Wait Time (summary) 2_16_311_Caller_Wait_Time_(summary) 311 Spanish Calls Answered in 60 Sec or Less 311 Email Response Times (2.17) Achieve a response rate to the Tempe 311 inbox messages (emails to 311, voicemails, emails from tempe.gov, work requests) of less than or equal to 1 business day for 90% of inquiries. Baseline: 93.97% (8/28/17 - 10/27/17) Target: 90% by 2020 Explore Performance Measure 2.17 311 Email Response Times (summary) 2_17_311_Email_Response_Times_(summary) 311 Email Response Times in One Business Day or Less Employee Vertical Diversity (2.20) Achieve diversity of City employees for gender and ethnicity within +/-5% to reflect Maricopa County’s population as measured in the most recent U.S. Census. Baseline: Target: Less than 5% difference in each category by 2030 Explore Performance Measure Satisfaction with Availability of City Information (2.21) Achieve ratings of "Very Satisfied" or "Satisfied" with the availability of information about city programs, events, services, and issues greater than or equal to the top 10% of the national benchmark cities as measured in the Community Survey. Baseline: 76% (2016) Target: 75% - achieved Explore Performance Measure 2.21 Availability of City Information (summary) 2_21_Availability_of_City_Information_(summary) Percent of Residents Very Satisfied or Satisfied Employee Work-Related Needs (2.25) Achieve an average rating of “Strongly Agree” or “Agree” that “City Services Adequately Support Employee’s Work-Related Needs” greater than or equal to 90% as measured in the Employee Survey. Baseline: 51% (2016) Target: 90% by 2030 Explore Performance Measure 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) "Strongly Agree" or "Agree" - Average 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) City Manager's Office 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) Human Resources 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) Information Technology 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) Risk Management / Worker's Compensation 2.25 Employee Work Related Needs (summary) 2_25_Employee_Work_Related_Needs_(summary) Strategic Management and Diversity Office Public Records Request Fulfillment Rate (2.26) Achieve a rate of 90% for public records fulfilled within 3 business days of request. Baseline: 76.92% (Calendar Year 2020) Target: 90% Explore Performance Measure 2.26 City Clerk PRR Fulfillment Rate (summary) 2.26 PRR Fulfillment Rate Percent of Public Records Requests fulfilled in 3 business days See Our City in Action Connect with the data, apps, and other sites, that give more insight into this strategic priority. Find Data Search for data, applications or select a category below. Safe and Secure Communities Strong Community Connections Quality of Life Sustainable Growth and Development Financial Stability and Vitality Sign Up to Follow Tempe Performance Measures Follow this initiative to receive emails about Tempe Performance Measures. Connect A quick connect to elected officials and frequently contacted city departments and services.

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