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

1,551 surveys were sent in Q3-2020. 353 surveys were returned for a completion rate of 23%. The percent of respondents who rated their expectations were "met" or "exceeded" was 83% compared to 85% in Q2. Results in 2020 remain higher than those in 2018 and 2019 even as the City navigates the COVID-19 pandemic. The majority of team members were and continue to be working from remote locations and the respondents satisfaction levels are higher than prior to COVID-19. 

The majority of the 55 responses that rated below expectation were related to code violations along with a fewer number of pothole complaints, anonymous crime tips and police reports. We do need to dig a bit deeper into these responses as the number increased each quarter in 2020.

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

Data Source

Ask Arvada CRM (GO GOV)