As a Place to Live

Organizational and Service Effectiveness

5 Star Community Rating

Due: December 2020

Principle: Provides multiple information platforms for data to the community to support its ability to engage in community governance, exercise civic responsibility, and easily access and share public information.

Description

This strategic results focuses on obtaining a 4.5 Star Rating as defined by the Northwest Research Group (NWRG) on the 2023 Community Survey. NWRG's Community Research program includes a proprietary index and benchmarking tool, 5-Star Rating System, designed to measure the overall quality of governance and vision as a complement to traditional and individual measures of the quality of life and delivery of services in a city.

The 5-Star Rating is a composite index that captures the essence of how well a city meets the critical needs and expectations of its community and that uses a robust theoretical and mathematical model.

The model is based on a weighted sum of five questions: (1) overall quality of life, (2) overall quality of city services, (3) perceived comparability to other communities (that is, is Arvada seen as better or worse than other communities), (4) direction the community is headed, and (5) perceived value for tax dollars paid. Each question is given a relative weight based on proprietary analysis. The results are combined using a logarithmic calculation to create the city’s 5-Star Rating. 

Significance

It should be noted that no City utilizing an NWRG community survey has yet obtained a 5-star rating. Our strategic result of obtaining a 4.5-star rating is aspirational and encourages us to continually strive for improvement.

As a high-performing organization we collect data on competitors and compare ourselves against world-class municipalities. Our competitors are our neighbors which include: Westminster, Lakewood, and Wheat Ridge. World-class municipalities are the 4 cities that have obtained the Malcolm Baldrige Award. Lastly, we added comparisons with the three NWRG clients who most resemble Arvada.

Analysis

Work System
Performance Measures

Ask Arvada - Meeting Expectations

Description

This measure provides direct feedback from citizens regarding whether staff responses and actions met or exceeded expectations. It should be noted that we cannot always provide citizens with the answer they are seeking. Olathe, Kansas is used as a comparison City because they use the same CRM system and survey tools as Arvada. They are also a best practices organization.

Significance

Ask Arvada offers customers an interactive way to provide feedback or request a service. Ask Arvada is used by employees with the core competency of customer focused in every work system and service area to seek immediate and actionable feedback and to ensure timely and accurate customer response. 

Analysis

Data Source

Ask Arvada CRM (GO GOV)

Ask Arvada Effectiveness

Description

Once a service request is closed in the CRM, citizens who provided an email address receive a satisfaction survey via email.  Surveys focus on employee effectiveness, timeliness of response, and employee courtesy. 

The effectiveness of staff is defined as the level of customer service required to produce a desired result in the eyes of the customer. We do recognize that some citizens may rate staff poorly in some instances when the answer provided was not what the customer was anticipating or seeking.

Significance

Ask Arvada offers customers an interactive way to provide feedback or request a service. Ask Arvada is used by employees with the core competency of customer focused in every work system and service area to seek immediate and actionable feedback and to ensure timely and accurate customer response. 

Analysis

Beginning March 9, 2020 , the administrative team for the City Manager's Office became the first point of contact for all Ask Arvada inquiries with the exception of potential code violations and public safety inquiries. This change occured for two reasons. The main reason was related to shifting to a work from home environemnt as the reuslt of COVID-19. Centralizing the responses would ensure that all tickets submitted through Ask Arvada would be address during the transition. The Innovation and Performance Manager also sought this opportunity to see if centralizing the first response would result in quicker resolution as the CMO administrative team would be able to answer a majority of questions without forwarding the request to another team member. 

To date, the administrative team remains the first point of contact as we continue working in a COVID-19 enviornment. In the second quarter the percentage of curvey respondents rating employee effectiveness was as the highest level since Q1 -2018. 82.45% of respondents rated employee effectiveness as good or superior with 63% rating superior. The rating of superior was the highest level recorded since measurement began in Q1-2016. Additionaly, the percent of respondents rating employee effectiveness as poor was the lowest level recorded since measurment began in Q1-2016.  The volume of tickets submitted was the second highest volume for Q2 since measurement began in Q1-2016.  Of the total ticket count of 359, only 22 respondents rated employee efectiveness as below average or poor.  In the category of poor, 9 were realted to code violations and 4 were related to reporting a crime or obtainiung a police report. The other two were related to a question about a construction project and one regarding sales tax questions. This is a significant achievement as the community need for information and level of anziety was much higher than pre-COVID-19 time. 

Data Source

Ask Arvada CRM (GO GOV)