CITY OF IRVINGPERFORMANCE TEAM

FOCUSED ON EXCELLENCE

• 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

CITY OF IRVING

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

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OUR SERVICES

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

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OUR CUSTOMERS

• 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

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RESIDENT REQUIREMENTS

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

entertainment

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BUSINESSES AND VISITORS REQUIREMENTS

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.

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• Standards• Pledge• Training

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FOCUS ON CUSTOMER SERVICE

• Establish expectations• Align actions with goals• Manage, measure and improve performance• Communication is key• Data is used to make decisions

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ONE TEAM, ONE IRVING

OVERVIEW

Performance Team

Strategic Planning

Organizational Assessments

Process Improvements

Voice of the Customer

Performance Measures

Baldrige Criteria

STRUCTURE

Financial Services Director

Performance Administrator

Management Analyst Management Analyst

Assistant City Manager

STRATEGIC PLANNING• Manage the citywide strategic

planning cycle• Development• Implementation• Reporting

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

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

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

PERFORMANCE MEASURES

Continuous Evaluation for

Relevance

Review by:•Senior leaders•Employees•City Council

Data Collection, Analysis and

Reporting

Year-End Reporting

Annual Strategic Planning Process

Select Measures•Key work and process indicators•Regulatory•Customer requirements

Comparisons Determined

Performance Improvement

Process

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Crime Down35%

RESULTS• Eliminated more than

64,000 hours• Saved $46 million cost

savings and avoidances• Generated $29.6 in new

revenues

QUESTIONSAimee Kaslik

Performance Administratorakaslik@cityofirving.org

972 721-2197

Brad KearneyManagement Analystbkearney@cityofirving.org972 721-8088

Chris SanchezManagement Analystcsanchez@cityofirving.org972 721-2657