Aviation City of Phoenix

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					Danny Murphy, Director                                                                                                                                             April 2011




 Aviation
Mission Statement                                                                                                Key Services
   The Aviation Department provides the Phoenix metropolitan area                                                     Commercial aviation, general aviation
   with a self supporting system of airports that accommodate general
   and commercial aviation in a safe, effective and convenient manner.




 Total Commercial Aircraft Passengers                                                                           5.0

 Target: 35 million                    YTD (in millions):    29                                                 4.0
                                                                                 Passengers (in millions)
Goal:                                                                                                           3.0
 To promote usage of the airport as a community asset
                                                                                                                2.0
Target:
 35 million annually
                                                                                                                1.0
Significance:
 As the largest economic engine in the state, it is critical that the                                           0.0
 Aviation Department foster the airport which delivers an economic                                                     J    A    S     O   N     D   J   F    M      A   M   J
 impact of $36 Billion annually. The Aviation Department can
                                                                                                                                      FY 09/10               FY 10/11
 encourage the use of the airport through customer convenience,
 efficient management, and low operating costs that are passed
 on           to         its           business            partners.
 *Data reported one month in arrears.


 Number of International Passengers
                                                                                                                250
 Target: 1.2 million                   YTD (In thous):      1,622
                                                                                        Passengers (in thous)




                                                                                                                200
Goal:
 To foster international air traffic                                                                            150

Target:                                                                                                         100
 1.2 million annual passengers
                                                                                                                 50
Significance:
 International travelers produce increased investment and tourism                                                 0
 revenue for our valley. These travelers spend more per visit than                                                      J   A    S     O    N    D   J   F     M     A   M   J
 domestic visitors. International direct destinations foster a more         FY 09/10 (thou)                            132 134   99    133 159 187 200 201 223 207 171 157
 connected            global         business           environment.        FY 10/11 (thou)                            164 156 120 160 186 193 218 199 226
 *Data reported one month in arrears.




                                              Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                       1                                                                            danny.murphy@phoenix.gov
   City Manager's Performance Report                                                                                                                                                        April 2011



 Total Sales of Retail/Food & Beverage
 Concessions per Enplaned Passenger
                                                                                                                        $10
 Target: $6.00                    YTD Average:            $8.47
                                                                                                                            $8




                                                                                             Sales per Passenger
Goal:
 To provide products and services desired by air travelers                                                                  $6

Target:                                                                                                                     $4
 $6.00 per passenger
Significance:                                                                                                               $2
 The extent that customers purchase food, refreshments, and
                                                                                                                            $0
 retail items is a measure of the effectiveness and pricing of the
 offerings. This important revenue source helps keep airport costs                                                                       J       A       S     O   N   D        J   F     M    A  M    J
 low, which encourages airlines to maintain a strong base of                                                                                                  FY 09/10                   FY 10/11
 operations        here     at     Phoenix       Sky      Harbor.
 *Data reported one month in arrears.



 Number of Callers Regarding Noise
                                                                                                                        35
 Target: 25 callers               YTD Average:               12
                                                                                                                        30
                                                                                             Callers Regarding Noise    25
Goal:
 To minimize effects of airplane noise                                                                                  20

Target:                                                                                                                 15
 Less than 25 callers per month                                                                                         10
Significance:                                                                                                               5
 An unfortunate externality of airline operations at airports is the
                                                                                                                            0
 noise impact.
                                                                                                                                     J           A       S    O    N    D   J       F     M    A   M   J
                                                                                                                                                             FY 09/10                   FY 10/11




 Aircraft Takeoffs and Landings
                                                                           Takeoffs and Landings (thousands)




                                                                                                               120
 Target: 90,000 operations        YTD Average:               712
                                                                                                               100
Goal:                                                                                                                  80
 To maximize airfield usage
                                                                                                                       60
Target:
 90,000 operations annually                                                                                            40

Significance:                                                                                                          20
 Airfield usage relates to the maximization of the airport as a
 community asset. This assists in promoting the state economy                                                           0
 and fostering business connections and tourism jobs.                                                                            J           A       S       O   N    D     J       F    M     A   M   J
 *Data reported one month in arrears.                                                                                                                        FY 09/10                   FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                                                                        danny.murphy@phoenix.gov
Mario Paniagua, Director                                                                                                                                         April 2011




 Budget & Research
Mission Statement                                                                                                    Key Services
   Ensure effective, efficient allocation of city resources to enable the                                             Prepare the annual budget, prepare the 5-year Capital
   City Council, City Manager, and city departments to provide quality                                                Improvement Program, provide a centralized system of
   services to our residents. In everything we do, we strive to:                                                      budgetary and internal controls, and perform program
     • Deliver excellence in our analysis;                                                                            evaluation and other research studies.
     • Address the needs of our diverse customers;
     • Be honest and open in our working relationships; and
     • Encourage the professional growth of all employees.



 CIP Expenditures as % of Estimate                                                                                   100%
                                                                                                                     90%
 Target: 70%                     YTD Percent:          42.2%
                                                                                                                     80%

Goal:                                                                    Percent of Estimate                         70%
 To ensure the Capital Improvement Program (CIP) estimate more                                                       60%
 accurately reflects actual expenditures                                                                             50%
                                                                                                                     40%
Target:
                                                                                                                     30%
 Total expenditures will be at least 70% of the estimate by year-
 end                                                                                                                 20%
                                                                                                                     10%
Significance:                                                                                                         0%
 A target of 70% provides flexibility for unplanned changes in the                                                          J   A   S   O   N   D   J   F    M    A   M    J
 CIP. Comparison to a three year average is a measure of                            3-Year Avg                              7% 13% 14% 20% 27% 31% 33% 38% 41% 43% 45% 55%
 whether the rate of expenditures is occurring according to                         YTD FY10/11                             7% 13% 15% 21% 25% 28% 30% 33% 37% 42%
 expectations (similar to historical patterns).




 GF Operating Expenditures as % of
                                                                                                                     100%
 Estimate                                                                                                            90%
                                                                                                                     80%
 Target: 100%                    YTD Percent:          81.7%
                                                                                               Percent of Estimate




                                                                                                                     70%
                                                                                                                     60%
Goal:
                                                                                                                     50%
 To ensure General Fund (GF) expenditures are on track to be
                                                                                                                     40%
 within estimated expenditures
                                                                                                                     30%
Target:                                                                                                              20%
 Expenditures will be within ± 0.5% of estimate at year-end                                                          10%
Significance:                                                                                                         0%
                                                                                                                            J   A   S   O   N   D   J   F    M    A   M    J
 Accurate estimates are crucial to having a balanced current year
                                                                                 3-Year Avg                                 9% 18% 25% 33% 40% 48% 60% 68% 76% 84% 91% 98%
 budget and for setting a realistic budget for the following year.
                                                                                 YTD FY10/11                                9% 17% 25% 33% 41% 49% 57% 64% 71% 82%
 Comparison to a three year average is a measure of whether the
 rate of expenditures is occurring according to expectations
 (similar to historical patterns).




                                             Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                              mario.paniagua@phoenix.gov
   City Manager's Performance Report                                                                                                            April 2011



 GF Revenue as % of Estimate
                                                                                                  100%
 Target: 100%                    YTD Percent:          72.0%                                       90%




                                                                           Percent of Estimate
                                                                                                   80%
                                                                                                   70%
Goal:                                                                                              60%
 To ensure General Fund (GF) revenue is on track to achieve                                        50%
 estimated revenue                                                                                 40%
                                                                                                   30%
Target:                                                                                            20%
 Revenue will be within ± 0.5% of estimate at year-end                                             10%
                                                                                                    0%
Significance:                                                                                             J   A   S   O   N   D    J   F    M     A   M   J
 Accurate estimates are crucial to having a balanced current year          3-Year Avg                    6% 13% 20% 28% 38% 49% 57% 64% 72% 80% 90% 98%
 budget and for setting a realistic budget for the following year.         YTD FY10/11                   6% 14% 21% 29% 40% 49% 57% 65% 72%
 Comparison to a three year average is a measure of whether the
 rate of revenue collections is occurring according to expectations
 (similar to historical patterns). Due to the timing of State-shared
 revenue reporting, total General Fund revenue reporting will be
 one month behind.



 RCA Turn-around Time
 Target: 75%                     YTD Average:          87%                                        100%
                                                                                                   90%
                                                                                                   80%
Goal:                                                                            Percent Timely
                                                                                                   70%
 Process Requests for Council Action (RCA) in a timely fashion                                     60%
                                                                                                   50%
                                                                                                   40%
                                                                                                   30%
Target:
                                                                                                   20%
 Process 75% of RCA's within 24 hours of receipt                                                   10%
                                                                                                    0%
                                                                                                          J   A   S   O   N   D    J   F    M     A   M   J
Significance:                                                              2-Year Avg                    70% 91% 90% 83% 83% 87% 87% 86% 84% 80% 77% 79%
 The timely processing of RCA's is important to our customers.             YTD FY 10/11 100% 88% 89% 88% 87% 87% 84% 84% 84% 83%
 Delays in processing can negatively impact client department
 operations.




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                          mario.paniagua@phoenix.gov
Randy Spenla, City Auditor                                                                                                                                  April 2011




 City Auditor
Mission Statement                                                                                          Key Services
   The City Auditor Department supports the City Manager and elected                                            Audits, management services, and hearings
   officials in meeting citizens' needs for quality and objective feedback
   on improving the city's programs, activities and functions. The City
   Auditor's work is vital in maintaining citizen trust and confidence that
   city resources are used effectively and honestly.




 Percentage of Audit Plan Completed
                                                                                                   100%
 Target: 90%                      YTD Completed:           36%                                       90%
                                                                                                     80%
                                                                                Percent Complete

Goal:                                                                                                70%
 To ensure the audits approved by the Audit Committee are                                            60%
 completed within the fiscal year                                                                    50%
Target:                                                                                              40%
 90% or greater of the audit plan completed                                                          30%
                                                                                                     20%
Significance:
                                                                                                     10%
 The 90% target allows for unplanned changes, flexibility to
 refocus our attention on other areas of risk and to respond to                                       0%
 management requests while still ensuring a level of commitment                                             J     A    S    O    N      D   J     F     M    A      M   J
 to the audit plan. Audits are also completed that are not on the                                                       YTD FY 09/10            YTD FY 10/11
 Audit Plan as a result of special requests or investigations.



 Economic Impact Amount Identified
 Target: $2.0 million             YTD Identified:      $2,629,427                                                       $3,113,799
                                                                                                   $3,300,000
                                                                                                   $3,000,000
Goal:                                                                                                                                                  $2,629,427
                                                                                                   $2,700,000
 To streamline processes, reduce inefficiencies and identify costs
                                                                          Impact Amount




                                                                                                   $2,400,000
 savings for the city                                                                              $2,100,000
                                                                                                   $1,800,000
Target:                                                                                            $1,500,000
 $2.0 million of qualified economic impact for the fiscal year                                     $1,200,000
Significance:                                                                                        $900,000
 The potential to identify economic impact increases with each                                       $600,000
 audit completed.                                                                                    $300,000
                                                                                                           $0
                                                                                                                      Actual FY 09/10                 YTD FY 10/11




                                           Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                     1                                                                         randy.spenla@phoenix.gov
   City Manager's Performance Report                                                                                                                                 April 2011



 Average Audit Cycle Time
                                                                                                           180
 Target: 155 days                YTD Average:             167                                              160
                                                                                                           140
Goal:




                                                                          Average Days
                                                                                                           120
 To provide good customer service by ensuring that audits and
 management services are completed timely                                                                  100
                                                                                                            80
Target:
                                                                                                            60
 155 calendar days
                                                                                                            40
Significance:
                                                                                                            20
 There are a variety of reasons some audits may last longer than
 others. However, the goal is to ensure audit recommendations                                                0
 are communicated as timely as possible. Due to fewer total                                                       J       A       S   O    N     D   J    F     M    A       M   J
 audits completed earlier in the year, fluctuations in the average
                                                                                                                                      YTD FY 09/10       YTD FY 10/11
 are more likely in the first few months than in subsequent
 months.


 Hearing Rulings Issued Timely
                                                                                                           100%
 Target: 100%                    YTD Actual:             100%
                                                                                                            90%
                                                                                   Percent Issued Timely    80%
Goal:                                                                                                       70%
 To ensure compliance and maximize customer service                                                         60%
Target:                                                                                                     50%
 100% issued timely                                                                                         40%
                                                                                                            30%
Significance:                                                                                               20%
 The City Code defines the amount of time a hearing ruling                                                  10%
 should be issued in order to be considered timely. This amount                                              0%
 of time is different for each type of case heard. While this                                                         J       A   S    O   N     D   J    F      M       A   M   J
 measure will rarely fluctuate, we would not be compliant if we did
 not meet our goal.                                                                                                                   FY 09/10                FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                     2                                                                                  randy.spenla@phoenix.gov
Cris Meyer, Acting City Clerk                                                                                                                                          April 2011




 City Clerk
Mission Statement                                                                                             Key Services
   We exist to uphold public trust, protect local democracy and provide                                             Records management, regulatory licensing,
   access to matters of public interest by managing elections and                                                   elections, council support, mail and printing
   annexations, preparing agendas and meeting notices, maintaining                                                  services, and technical support to various city
   accurate city and council records, and processing liquor and                                                     departments.
   regulatory licenses.




 Records Imaged for Public Access
                                                                                                           20,000
 Target: 100,000 images         YTD Completed:          90,341
                                                                         Records Entered                   15,000
Goal:
 To ensure compliance with State law                                                                       10,000
Target:
 100,000 or greater depending on images received                                                            5,000

Significance:
 Measurement reflects service level trends and volume of records                                               0
 filed per year. Ensures that records are efficiently entered into                                                    J    A       S       O   N   D   J       F       M       A       M   J
 the automated imaging system (PERMS), which permits staff                                                                                     FY 09/10    FY10/11
 and citizens to access public records. Targets represent an
 average number of images received.



 Meeting Notices & Results Posted                                                                                   100%
                                                                                                                     90%
                                                                                  Meeting Notices Posted




                                                                                                                     80%
 Target: 100%                   YTD Percent:            100%                                                         70%
                                                                                                                     60%
Goal:                                                                                                                50%
 To ensure compliance with state law                                                                                 40%
                                                                                                                     30%
Target:                                                                                                              20%
 100% posted in accordance with state law                                                                            10%
                                                                                                                      0%
Significance:                                                                                                                  J       A   S   O   N   D   J       F       M       A   M   J

 Measurement reflects service level trends and openness in                                 FY 09/10 %                      100 100 100 100 100 100 100 100 100 100 100 100
 government based on the number of meetings openly conducted                               FY 10/11 %                      100 100 100 100 100 100 100 100 100 100
 within the city of Phoenix. Meeting notices and results are                               FY 10/11 Postings 169 211 262 270 264 223 274 227 270 243
 posted in accordance with state law.




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                                     cris.meyer@phoenix.gov
   City Manager's Performance Report                                                                                                                                                          April 2011



 Printing Impressions
                                                                                                         7.0
 Target: 30 million                YTD (millions):       25.09                                           6.0




                                                                             Impressions (in millions)
                                                                                                         5.0
Goal:
 Printing & copy impressions                                                                             4.0
Target:                                                                                                  3.0
 30 million printing impressions
                                                                                                         2.0
Significance:
                                                                                                         1.0
 This indicator measures all printing and copy impressions
 produced by Printing Services staff.                                                                    0.0
                                                                                                                    J    A       S           O       N           D       J        F       M       A       M   J

                                                                                                                                                 FY 09/10                FY 10/11



 License Services Applications &
 Contacts
 Target: 1,000 per month           YTD Actual:          19,210                                              3000


Goal:
                                                                                                            2000
 To provide high quality customer service with limited resources.                          Activity


Target:                                                                                                     1000
 1,000 monthly or 12,000 annually
Significance:                                                                                                   0
 This measure accounts for the number of instances in which                                                              J       A       S       O       N           D       J        F   M       A       M   J
 License Services staff respond to requests from regulatory and         Calls                                           528 639 598 734 568 729 742 617 632 550
 liquor license applicants, licensees, and other community              Walk-Ins                                        639 713 1,12 1,24 652 810 784 612 706 889
 stakeholders for information and/or processing of license              Applications                                    292 389 753 903 385 398 421 295 338 531
 applications and related matters.



 Annexations Completed
                                                                                                               100%
 Target: 100%                      Actual YTD:           100%                                                   90%
                                                                        Annexations Completed




                                                                                                                80%
                                                                                                                70%
Goal:
                                                                                                                60%
 To ensure annexations are completed according to law
                                                                                                                50%
Target:                                                                                                         40%
 100% annexations completed                                                                                     30%
Significance:                                                                                                   20%
 Stakeholders depend on annexations being effective on a                                                        10%
 reliable date and not susceptible to successful challenge.                                                      0%
                                                                                                                             J       A       S   O       N           D       J        F       M       A   M   J
 Annexations are completed in compliance with state law.                                                 FY 09/10        100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
                                                                                                         FY 10/11        100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
                                                                                                         # Completed         0       1       0       2       0       0       1        0       1       0




CITY MANAGER'S PERFORMANCE REPORT                                   2                                                                                                            cris.meyer@phoenix.gov
Paul Blue, Director                                                                                                                                                   April 2011




Community & Economic Development
Mission Statement                                                                                                          Key Services
   CEDD's mission is to stimulate economic activity by offering a                                                               Business financial assistance, business attraction,
   diverse range of value-added business and workforce solutions to                                                             development assistance, international business
   build, revitalize, and sustain a quality community for Phoenix                                                               attraction, retail business development, sports
   businesses and residents.                                                                                                    development, business retention and expansion,
                                                                                                                                workforce development and small business
                                                                                                                                technical assistance.




 Capital Investment Existing Businesses
                                                                                                              $300
 Target: $20 million            YTD (in millions):     $176.2
                                                                        Amount Invested (in millions)         $270

Goal:                                                                                                         $240
                                                                                                                                           $212.2
 Retain existing businesses that strengthen the local economy                                                 $210
                                                                                                                                                                     $176.2
 through capital investment                                                                                   $180

Target:                                                                                                       $150
 $20 million                                                                                                  $120

Significance:                                                                                                             $90
 Capital investments by existing businesses signify commitment                                                            $60
 to growth through expansion. Actual results vary significantly                                                           $30
 one year to the next. Target reflects a reduction in stimulus
                                                                                                                          $0
 funds.
                                                                                                                                       Actual FY 09/10            YTD FY 10/11




 Capital Investment New Businesses
                                                                                                                          $220
 Target: $100 million           YTD (in millions):     $163.5                                                             $200
                                                                                          Amount Invested (in millions)




                                                                                                                          $180                                       $163.5
Goal:                                                                                                                     $160
 Attract new businesses that strengthen local economy through                                                             $140
 capital investment                                                                                                       $120
                                                                                                                          $100
Target:
 $100 million                                                                                                              $80               $65.6
                                                                                                                           $60
Significance:
                                                                                                                           $40
 Capital investment by new businesses signifies commitment to
                                                                                                                           $20
 new growth through relocation. Actual results vary significantly
 one year to the next. Despite uncertain economic conditions, the                                                           $0
 estimate for FY 10/11 is $100 million. Staff projects that SB                                                                             FY 09/10                 FY 10/11
 1403 will result in solar and other renewable energy projects in
 Phoenix.




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                   1                                                                                           paul.blue@phoenix.gov
   City Manager's Performance Report                                                                                                                April 2011



 Estimated Jobs Retained                                                                     3,200                          2,912
                                                                                             2,800
 Target: 1,000 jobs               YTD Retained:            1,506
                                                                                             2,400

Goal:                                                                                        2,000




                                                                             Jobs Retained
 Maximize employment and sustain a strong economy by
                                                                                             1,600                                                 1,506
 maintaining existing jobs
                                                                                             1,200
Target:
 1,000 jobs                                                                                              800
Significance:                                                                                            400
 It is in the city’s best interest to keep existing businesses strong
 and growing. Dislocated workers many times need re-training,                                                 0
 and re-hire salaries are usually lower than previous ones. Target                                                      Actual FY 09/10         YTD FY 10/11
 reflects an upturn in the economy based on previous FY 09/10
 actuals.



 Projected New Jobs Created                                                                8,000

                                                                                           7,000                            6,520
 Target: 4,850 jobs               YTD Created:             3,610
                                                                            Jobs Created   6,000

Goal:                                                                                      5,000
 Attract new employers that generate quality jobs                                          4,000                                                   3,610
Target:                                                                                    3,000
 4,850 jobs
                                                                                           2,000
Significance:
                                                                                           1,000
 Quality jobs lead to a more sustainable regional economy.
 Actual results vary significantly one year to the next. Due to                                               0
 economic conditions, it is projected that FY 10/11 will be slightly                                                      FY 09/10                FY 10/11
 lower than FY 09/10.




 Average Salary for New Jobs
                                                                                                              $60,000
 Target: $36,135                  YTD Average:           $36,947
                                                                                                              $50,000
Goal:
 To illustrate the quality of jobs generated by new companies                                                                  $37,118
                                                                                                              $40,000                               $36,947
                                                                                             Average Salary




 directly assisted by CEDD staff

Target:                                                                                                       $30,000
 $36,135 - average annual salary
Significance:                                                                                                 $20,000
 High wages increase the quality of life and create a strong
 economy. Data is self reported by companies. Staff estimates                                                 $10,000
 that the average salary may decline from the FY 09/10 actuals
 due to national economic trends.
                                                                                                                  $0
                                                                                                                            Actual FY 09/10      YTD FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                       2                                                                     paul.blue@phoenix.gov
   City Manager's Performance Report                                                                                                                                                  April 2011



 Training by Industry
 Target: 970 people               YTD Trained:             1148                                                                           Actual FY 09/10            YTD FY 10/11

Goal:                                                                                                      700




                                                                          Number Trained by Industry
 Provide training programs focused on the city's six targeted                                              600
 clusters                                                                                                  500
Target:                                                                                                    400
 970 people trained                                                                                        300
Significance:                                                                                              200
 Training is offered by third party providers approved by the local                                        100
 Workforce Board and the State Department of Education. FY
                                                                                                                           0
 10/11 includes Annual Formula funded (970) projections.




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 New Residential Units Created
                                                                                                                     1,600
 Target: 120 units                YTD Average:               0

Goal:
                                                                                                       New Units Created



                                                                                                                     1,200
 Create residential units downtown                                                                                                      926

                                                                                                                           800
Target:
 120 new residential units created
                                                                                                                           400
Significance:
 The housing market is in recovery. It is anticipated that 1 or 2
                                                                                                                                                                                          0
 opportunities will arise for infill development.                                                                              0
                                                                                                                                   Actual FY 09/10                               YTD FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                     3                                                                                                     paul.blue@phoenix.gov
Phil McNeely, Environmental Programs Manager                                                                                                                   April 2011




 Environmental Programs
Mission Statement                                                                                                  Key Services
   The Office of Environmental Programs advances environmental                                                      Environmental leadership, outreach, education
   protection and sustainability by promoting sound environmental                                                   and training, program and project management
   policies and practices through leadership, education and technical
   and regulatory assistance. We value diversity, excellence, teamwork
   and innovation.




 Training Completed
 Target: 850 persons             YTD Total:               686                                               2600
                                                                                                            2400
                                                                                                            2200
Goal:
                                                                          Persons Trained                   2000
                                                                                                            1800
 Conduct training, outreach and education activities that foster                                            1600
 environmental stewardship                                                                                  1400
                                                                                                            1200
Target:                                                                                                     1000
 850 city employees and consultants                                                                          800
                                                                                                             600
Significance:                                                                                                400
                                                                                                             200
 The target is based on historic data, laws and regulations,                                                   0
 enforcement actions against the city, and environmental
                                                                                                                    J   A   S   O    N     D   J     F     M    A   M   J
 initiatives. Actual number of staff trained each year is impacted
 by department requests and staff availability.
                                                                                                                            YTD FY 09/10           YTD FY 10/11




 Environmental Facility Assessments                                                                         150
                                                                                                            140
                                                                           Facility Assessments Conducted




                                                                                                            130
 Target: 100 facilities          YTD Conducted:           128                                               120
                                                                                                            110
                                                                                                            100
Goal:
                                                                                                             90
 Conduct facility assessments to facilitate compliance and identify                                          80
 pollution prevention opportunities                                                                          70
                                                                                                             60
Target:                                                                                                      50
                                                                                                             40
 100 facilities                                                                                              30
Significance:                                                                                                20
                                                                                                             10
 Departments are assessed on a cyclical basis. The annual and                                                 0
 monthly variance will depend on the amount of facilities of the                                                   J    A   S   O   N      D   J    F      M    A   M   J
 department being assessed. Due to new assessment                                                                               YTD FY 09/10             YTD FY 10/11
 responsibilities under the stormwater compliance program, we
 anticipate a higher rate of performance for FY 10/11 and beyond.




                                         Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                     1                                                                            phil.mcneely@phoenix.gov
   City Manager's Performance Report                                                                                                                  April 2011



 P2 Assistance Opportunities
                                                                                                       140
 Target: 60 opportunities        YTD Assists:              90                                          130
                                                                                                       120
                                                                                                       110




                                                                          P2 Assitance Opportunities
Goal:                                                                                                  100
 Provide innovative programs, tools and technical assistance visits                                     90
 to aid departments in achieving compliance and reducing                                                80
 environmental impacts                                                                                  70
                                                                                                        60
Target:                                                                                                 50
 60 assistance opportunities                                                                            40
                                                                                                        30
Significance:                                                                                           20
 P2 assistance opportunities include product testing to identify                                        10
                                                                                                         0
 green products and services, promoting resource conservation,
 recycling, and other projects to reduce hazardous materials use,                                            J   A   S     O    N   D   J     F   M    A   M    J
 hazardous waste generation or disposal. Technical assistance
                                                                                                                         YTD FY 09/10       YTD FY 10/11
 visits are conducted on an as-needed and case by case basis.




CITY MANAGER'S PERFORMANCE REPORT                                     2                                                                     phil.mcneely@phoenix.gov
Lionel D. Lyons, Director                                                                                                                           April 2011




 Equal Opportunity
Mission Statement                                                                                   Key Services
   The Equal Opportunity Department promotes equal opportunity for                                  Certification small and disadvantaged business
   city employees and the general public through education, community                               enterprises (S/DBEs) and contract compliance;
   involvement and enforcement programs. These programs are                                         investigation of discrimination complaints; fair
   carried out by a combination of staff and volunteer panels appointed                             housing and fair employment education and
   by the Mayor and City Council.                                                                   outreach; and implementation of the city's
                                                                                                    business and employment affirmative action and
                                                                                                    ADA compliance programs




 Small Business Enterprises Certified                                                        1000
                                                                                             900
 Target: 800 firms                Firms Certified:            734
                                                                       Number of Firms       800
                                                                                             700

Goal:                                                                                        600
 To certify SBEs to do business with the city                                                500
                                                                                             400
Target:
                                                                                             300
 Maintain 800 firms available in the certification database
                                                                                             200
Significance:                                                                                100
 Small business enterprise (SBE) certification supports the growth                             0
 of small businesses, helps develop our diverse business                                             J   A   S   O    N    D     J      F       M    A   M   J
 marketplace, and strengthens the economic viability of local firms.
                                                                                                                      FY 09/10       FY 10/11




 Disadvantaged Business Enterprises
                                                                                              80
 (DBEs) Certified                                                                             70
 Target: 65 firms                 Firms Certified:            74                              60
                                                                           Number of Firms




                                                                                              50
Goal:
                                                                                              40
 To certify DBEs to conduct business with the city
                                                                                              30
Target:
                                                                                              20
 Maintain 65 firms available in the certification database
                                                                                              10
Significance:
 Certification of disadvantaged business enterprises (DBEs)                                    0
 supports the growth of these businesses, helps develop our                                         J    A   S   O   N    D      J      F       M    A   M   J
 diverse business marketplace, and strengthens the economic
                                                                                                                     FY 09/10    FY 10/11
 viability of local firms.




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                      1                                                               lionel.lyons@phoenix.gov
   City Manager's Performance Report                                                                                                                    April 2011



 Discrimination Complaints Investigated                                                            300
                                                                                                   270
 Target: 242 complaints          YTD Received:            147                                      240




                                                                       Complaints Received
                                                                                                   210
Goal:                                                                                              180
 Investigate discrimination complaints                                                             150
                                                                                                   120
Target:
                                                                                                   90
 242 received which is based on the prior year caseload
                                                                                                   60
Significance:                                                                                      30
 EOD investigates all discrimination complaints filed with the                                      0
 department.
                                                                                                         J    A    S     O    N      D   J    F     M    A    M     J
                                                                                                                          FY 09/10            FY 10/11




 Discrimination Complaints Investigated
 Timely
                                                                                            100%
 Target: 80%                     YTD Actual:              78%                                90%

                                                                       YTD Timely Investigations
                                                                                             80%
Goal:                                                                                        70%
 Discrimination complaints investigated timely                                               60%
Target:                                                                                      50%
 80% of cases closed timely                                                                  40%
                                                                                             30%
Significance:                                                                                20%
 Recording the number of complaints investigated allows EOD to                               10%
 track discrimination cases by type. Case closures noted in this
                                                                                              0%
 table may not reflect all cases included in the "Discrimination
                                                                                                         J    A    S     O    N      D   J    F     M    A    M     J
 Complaints Investigated" table above as case timelines may be
 dictated by state and federal enforcement agencies and not by                                                            FY 09/10            FY 10/11
 city timelines.

                                                                                                         Note : Data for 2009-10 and July - September 2010 has been
                                                                                                         revised to reflect the exclusion of external complaints which
                                                                                                         are filed with the EEOC or the Attorney General's Office.




CITY MANAGER'S PERFORMANCE REPORT                                  2                                                                         lionel.lyons@phoenix.gov
Jeffrey S. DeWitt, Director                                                                                                                               April 2011




 Finance
Mission Statement                                                                         Key Services
  Stewardship, Integrity, Innovation in service to our customers                     Management of the city sales tax (privilege tax);
                                                                                     debt and cash management; risk management;
                                                                                     purchasing and inventory management; financial
                                                                                     accounting and reporting; accounting system
                                                                                     support; payroll, processing of payables,
                                                                                     collection of receivables; real estate
                                                                                     acquisition/management; and water and
                                                                                     wastewater analysis and resource planning.



 Sales Tax & Franchise Fees Collected
                                                                                                          $90




                                                                         Amount Collected (in millions)
 Target: $700 million           YTD Collected:       $ 569     million
                                                                                                          $80

Goal:                                                                                                     $70
 To account for sales tax and franchise fees and maximize
 revenue collections                                                                                      $60

Target:                                                                                                   $50
 $700 million
Significance:                                                                                             $40
 Identifies trends in the total sales tax and franchise fees
                                                                                                          $30
 collected.
                                                                                                                    J   A   S   O    N     D   J     F    M   A   M   J

                                                                                                                                FY 09/10       FY 10/11




 Real Estate Acquisition Cycle Time
                                                                                                          30
 Target: 18 months              YTD Average:          15       months                                     28
                                                                                                          26
                                                                                                          24
                                                                             Number of Months




Goal:                                                                                                     22
 To maintain quality customer service by completing the                                                   20
                                                                                                          18
 property acquisition process in a timely manner
                                                                                                          16
Target:                                                                                                   14
                                                                                                          12
 Average of 18 months or less                                                                             10
Significance:                                                                                              8
                                                                                                           6
 Measures the timeliness of our response to our customer                                                   4
 requests for service.                                                                                     2
                                                                                                                J       A   S   O   N      D   J     F    M   A   M   J
                                                                                                                                FY 09/10                  FY 10/11




                                      Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                   1                                                                              jeff.dewitt@phoenix.gov
   City Manager's Performance Report                                                                                                               April 2011



 Property Damage Claims
                                                                                      100
                                                                                       90
 Target: 60 days                 YTD Average:            34       days
                                                                                       80




                                                                             Number of Days
                                                                                       70
Goal:                                                                                  60
 Timely processing of property damage claims                                           50
                                                                                       40
Target:
                                                                                       30
 Average of 60 days or less
                                                                                       20
Significance:                                                                          10
 Measures the timeliness of our response to our customer                                0
 requests for service.                                                                                 J       A   S   O   N      D   J    F     M     A    M   J

                                                                                                                   YTD FY 09/10                 YTD FY 10/11




 Average IFB Cycle Time
                                                                                                 450

 Target: 90 days                 YTD Average:            95       days                           400
                                                                                                 350




                                                                                Number of Days
Goal:                                                                                            300
 To maintain quality customer service by processing                                              250
 Invitation for Bid (IFB) requests in a timely manner                                            200

Target:                                                                                          150
 Average of 90 days or less                                                                      100
                                                                                                 50
Significance:
                                                                                                  0
 Measures the timeliness of our response to our customer
                                                                                                           J   A   S   O   N      D   J     F     M     A   M   J
 requests for service. An IFB is a solicitation for prospective
 suppliers requesting their competitive pricing for goods or
                                                                                                                       FY 09/10                      FY 10/11
 services.




CITY MANAGER'S PERFORMANCE REPORT                                        2                                                                jeff.dewitt@phoenix.gov
Bob Khan, Fire Chief                                                                                                                                                    April 2011




 Fire Department
Mission Statement                                                                                                   Key Services
  The Phoenix Fire Department is committed to providing the highest                                                      Fire suppression, emergency medical and
  level of public safety service for our community. We protect lives                                                     transportation services, disaster management,
  and property through fire suppression, emergency medical and                                                           fire prevention, public education, special
  transportation services, disaster management, fire prevention and                                                      operations/technical rescue
  public education. Our members will: Prevent Harm, Survive, Be
  Nice.



 Time First ALS Unit is On Scene at                                                                                100%
 Advanced Life Support Incident
                                                                                                                    90%



                                                                                        Percent Within 9 Minutes
 Target: 90%                  YTD Actual:            98%
                                                                                                                    80%

Goal:                                                                                                               70%
 Respond to all calls for Emergency Medical Advanced Life
 Support in a timely and efficient manner                                                                           60%
Target:                                                                                                             50%
 First Advanced Life Support unit on scene within 9 minutes or
 less 90% of the time                                                                                               40%
Significance:
                                                                                                                    30%
 The time and target are based on a national standard that is
 used by the Phoenix Fire Department.                                                                                         J       A   S   O      N   D   J    F     M   A    M   J

                                                                                                                                              FY 09/10               FY 10/11



 Time Ambulance is On Scene                                                                              100%
                                                                     Percent Within 10 Minutes




 Target: 90%                  YTD Actual:            91%
                                                                                                                   90%

Goal:
 Provide an ambulance to all required emergency medical                                                            80%
 service calls within the time specified by Arizona State Law
                                                                                                                   70%
Target:
 First ambulance on scene of a medical emergency incident
 within 10 minutes or less 90% of the time                                                                         60%
                                                                                                                          J       A       S   O     N    D   J   F     M    A    M   J
Significance:
                                                                                                                                                  FY 09/10            FY 10/11
 The time and target are established by Arizona State Law and
 must be met in order maintain the Phoenix Fire Department
 Certificate of Necessity.




                                      Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                1                                                                                           robert.a.khan@phoenix.gov
   City Manager's Performance Report                                                                                                                            April 2011


 New Construction Plans Reviewed
                                                                                                                 100%
                                                                                                                  90%




                                                                                  Percent Within 14 Days
 Target: 90%                     YTD Actual:               0%
                                                                                                                  80%
                                                                                                                  70%
Goal:                                                                                                             60%
 Complete review of submitted fire protection system plans in a                                                   50%
 timely and efficient manner                                                                                      40%
                                                                                                                  30%
Target:                                                                                                           20%
 Complete the review or submitted fire protection system plans                                                    10%
 within 14 business days 90% of the time                                                                           0%
                                                                                                                        1   2   3    4   5      6   7   8      9   10   11   12
Significance:
 Plans review for new fire protection systems such as automatic                                                                     FY 09/10            FY 10/11
 sprinklers and fire alarm systems is the first step required by the
 city of Phoenix Fire Code.




 New Construction Inspections Started
                                                                                                           100%
 Target: 90%                     YTD Actual:               99%
                                                                           Percent Within 10 Days
                                                                                                                 90%
Goal:
 Start inspections of new fire protection systems in a timely and
 efficient manner                                                                                                80%

Target:
 Start 90% of new fire protection systems requests within 10                                                     70%
 business days

Significance:                                                                                                    60%
 The on-site inspection of fire protection systems for compliance                                                       J   A   S   O    N     D    J   F     M    A    M    J
 with the city of Phoenix Fire Code is the last step in system
                                                                                                                                     FY 09/10               FY 10/11
 installation and is part of the Certificate of Occupancy process.




 Public Education Requests Filled
                                                                                                                 100%

 Target: 90%                     YTD Actual:               84%
                                                                                    Percent Fulfilled Requests




                                                                                                                 90%
Goal:
 Provide resources for public fire and safety public education                                                   80%
Target:
 Fulfill 90% of approved requests for public education events to
                                                                                                                 70%
 schools and other public agencies

Significance:                                                                                                    60%
 The delivery of public education programs by the Phoenix Fire                                                          J   A   S   O    N      D   J   F     M    A    M    J
 Department is an essential part of our fire and life safety
 prevention programs for the public.                                                                                                FY 09/10            FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                                            robert.a.khan@phoenix.gov
   City Manager's Performance Report                                                                                                           April 2011


 Ambulance Billing Fees Collected
                                                                                                   100%




                                                                       Percent of Fees Collected
 Target: 73%                      YTD Average:            84%
                                                                                                   90%
Goal:
 Collect ambulance transportation fees at a rate that meets city                                   80%
 requirements
                                                                                                   70%
Target:
 Collect 73% of all eligible ambulance billing fees                                                60%
                                                                                                          J   A   S   O   N      D   J   F    M     A   M   J
Significance:                                                                                                         FY 09/10           FY 10/11
 The collection of ambulance billing fees provides significant
 income into the city of Phoenix general fund.




CITY MANAGER'S PERFORMANCE REPORT                                  3                                                                 robert.a.khan@phoenix.gov
Kim Dorney, Director                                                                                                                                 April 2011




 Housing Department
Mission Statement                                                                                      Key Services
   The Housing Department provides and promotes diversified housing                                    Provide housing for low-income families, seniors
   opportunities and enriches the quality of life for low-to-moderate                                  and persons with disabilities. Provide rental
   income families, seniors and persons with disabilities.                                             assistance for low-income residents in the private
                                                                                                       housing     market.    Provide   homeownership
                                                                                                       opportunities. Provide financial assistance to
                                                                                                       increase affordable housing. Provide technical
                                                                                                       assistance to non-profits.



 Public Housing Occupancy Rate
                                                                                                100%
 Target: 98%                     YTD Percent:           98%                                     95%
                                                                         Occupancy Rate
Goal:                                                                                           90%
 To maximize public housing resources by placing eligible
 persons into available housing                                                                 85%

Target:                                                                                         80%
 98% or greater occupancy rate
                                                                                                75%
Significance:
 This measures the effectiveness in fully utilizing public housing                              70%
 stock to help meet the needs of Phoenix residents. HUD                                                J   A   S   O      N       D   J   F    M      A   M   J
 requires a minimum 95% occupancy.
                                                                                                                       FY 09/10               FY 10/11




 Section 8 Vouchers Under Lease
                                                                                       100%
 Target: 95%                     YTD Percent:           94%
                                                                          Percent Under Lease




                                                                                                95%
Goal:
 To maximize Section 8 Housing Choice Voucher resources by                                      90%
 placing eligible persons into available housing
                                                                                                85%
Target:
 95% vouchers under lease or maximum allowed by funding                                         80%

Significance:                                                                                   75%
 There are approximately 5,473 vouchers authorized. This
 measure indicates the percent of vouchers utilized by eligible                                 70%
 households. Although 100% voucher utilization is typically not                                        J   A   S   O      N       D   J   F    M      A   M   J
 feasible, the federal requirement is for a minimum of 95% of
 vouchers to be leased or 95% of budget to be utilized.                                                                FY 09/10           FY 10/11




                                         Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                    kim.dorney@phoenix.gov
   City Manager's Performance Report                                                                                                                                  April 2011



 Section 8 Budget Authority Utilized
 Target: 95%                    YTD Utilized:           97%                                      120%
                                                                                                 110%




                                                                              Percent of Budget Utilized
                                                                                                 100%
Goal:
                                                                                                  90%
 To maximize Section 8 Housing Choice Voucher and VASH                                            80%
 resources by placing eligible persons into available housing                                     70%
                                                                                                  60%
Target:
                                                                                                  50%
 95% or greater Section 8 budget utilized                                                         40%
Significance:                                                                                     30%
 This measures the Housing Department's effectiveness in                                          20%
 utilizing Section 8 resources to help house low-income residents                                 10%
 in private market housing. The federal requirement is for a                                       0%
 minimum of 95% of vouchers to be leased or 95% of budget to                                                      J     A     S    O        N   D    J     F      M     A     M   J
 be utilized.                                                                                                                         YTD                  Monthly




 Public Housing Capital Funds Utilized
                                                                                                           100%         0%
 Target: 100% / 100%            YTD Utilization: 15% / 65%                                                                              10%
                                                                                                            90%
                                                                                                            80%       35%
Goal:                                                                   Percent of Goal
                                                                                                            70%                                                             59%
 To maximize available Capital Funds to maintain and renovate                                                                           48%              72%
                                                                                                            60%
 public housing units
                                                                                                            50%
Target:                                                                                                     40%
 100% of Public Housing Capital Funds committed and 100%                                                    30%       65%
                                                                                                                                                                            32%
 expended (utilized) by FY 2010/11 deadlines                                                                20%                         42%              15%
                                                                                                            10%
Significance:                                                                                                                                            13%                9%
 Capital Fund Program grants must be committed within two                                                   0%
 years and expended within four years. This measures the                                                              2007              2008             2009            2010
 effectiveness in maintaining public housing stock.
                                                                                                             Expended        Committed (Not Expended)          Uncommitted




 HOME Funds Utilized                                                                                                         100.0%         100.0%                    100.00%
                                                                                                           100%
 Target: 100% / 100%           2009/10 Utilization   100% / 100%
                               2010/11 Utilization    24% / 100%                                           90%
                                                                                                           80%
Goal:
 To maximize our available HOME Funds by utilizing funding to                                              70%
                                                                             Percent of Goal




 create and rehabilitate housing for qualified residents                                                   60%

Target:                                                                                                    50%
 100% of HOME Funds committed and 100% HOME Funds                                                          40%
 expended by federal deadlines.
                                                                                                           30%                                       24.22%
Significance:                                                                                              20%
 HOME Funds must be committed within two years and
                                                                                                           10%
 expended within five years. This measures the Department's
 effectiveness in preserving and increasing affordable housing in                                           0%
                                                                                                                                  HUD 2009/10 Commitment Goal
 Phoenix.                                                                                                                         HUD 2009/10 Expenditure Goal
                                                                                                                                  HUD 2010/11 Commitment Goal
                                                                                                                                  HUD 2010/11 Expenditure Goal




CITY MANAGER'S PERFORMANCE REPORT                                   2                                                                                     kim.dorney@phoenix.gov
   City Manager's Performance Report                                                                                                                                  April 2011



 Families Using Homebuyer Assistance
 Programs
                                                                                                               160
                                                                                                                                         144
 Target: 80 families             YTD Actual:               59                                                  140

Goal:                                                                                                          120




                                                                                                 Families Assisted
 To preserve and increase housing opportunities through
                                                                                                               100
 homeownership assistance
                                                                                                                     80
Target:                                                                                                                                                       59
 80 families assisted                                                                                                60
Significance:                                                                                                        40
 The Housing Department's mission is to create housing
 opportunities. This measures the number of households                                                               20
 assisted by the Housing Department.
                                                                                                                     0

                                                                                                                             Actual FY 09/10          YTD FY 10/11




 Affordable Rental Units Created                                                                      1200
                                                                                                                                                  1112
 Target: 355 units               YTD Actual:              1112                                        1000
                                                                                  Rental Units Created
Goal:                                                                                                                             781
                                                                                                               800
 To preserve and increase housing opportunities through the
 development and rehabilitation of affordable rental units                                                     600
Target:
                                                                                                               400
 355 affordable rental units
Significance:                                                                                                  200                                                   151
 The Housing Department's mission is to create housing
 opportunities. This measures created and leveraged affordable                                                        0
 units at the time the units come on line for lease up. Affordable                                                                      Affordable Actual FY 09/10
 units may be created in mixed-income communities, and this                                                                             Affordable YTD FY 10/11
 measure includes those units.                                                                                                          Market YTD FY 10/11



                                                                                                                           100%                100%
                                                                         Percent of Funds Committed/Expended




 Commitment and Expenditure of                                                                                 100%

 Stimulus Funds                                                                                                      90%            82%
                                                                                                                     80%
 Target: 100% / 100%             YTD Actual:          80% / 61%
                                                                                                                     70%                               66%
                                                                                                                                                                62%
Goal:                                                                                                                60%
 To maximize available federal stimulus funds.                                                                                                                             48%
                                                                                                                     50%
Target:
                                                                                                                     40%
 100% of funds committed and 100% expended (utilized) by
 stimulus fund deadlines.                                                                                            30%

                                                                                                                     20%
Significance:
 ARRA capital funds must be committed within 1 year and                                                              10%
 expended within 3 years. Neighborhood Stabilization Program I                                                       0%
 (NSP I) funds must be committed within 18 months and
                                                                                                                                        % ARRA Capital Funds Committed
 expended within 3 years. This measures the effectiveness of
                                                                                                                                        % ARRA Capital Funds Expended
 maintaining public housing stock and assisting communities
                                                                                                                                        % of NSP I Funds Committed
 devastated by foreclosures. This measure only includes NSP                                                                             % of NSP I Funds Expended
 funds managed by Housing.                                                                                                              % of NSP II Funds Committed
                                                                                                                                        % of NSP II Funds Expended



CITY MANAGER'S PERFORMANCE REPORT                                    3                                                                                       kim.dorney@phoenix.gov
Janet Smith, Director                                                                                                                                    April 2011




 Human Resources
Mission Statement                                                                                         Key Services
   The Human Resources Department partners with departments and                                            Employment services, employee development,
   employees to hire, compensate, support, and develop a diverse                                           labor relations, benefits & wellness, employee
   workforce that is dedicated to delivering high-quality services to the                                  safety, classification & compensation, and HR
   community.                                                                                              policy and records maintenance




 Qualified Applicant Pool (Minority)
 Target: 28%                       YTD Average:             43.8%                                   80%

                                                                                                    70%
Goal:
                                                                                                    60%
 Establish a qualified and diverse applicant pool
                                                                                   Applicant Pool

                                                                                                    50%
Target:
 The citywide eligible applicant pool should reflect parity or greater                              40%
 to Maricopa County Labor Market Availability (LMA) for minorities
                                                                                                    30%
 which is currently 28.0%
                                                                                                    20%
Significance:
 A qualified and diverse employee base, reflective of the                                           10%
 community,    ensures  high  quality services    to  our                                            0%
 customers/residents.                                                                                          J   A   S    O     N   D   J    F     M     A   M   J
                                                                                                                           FY 09/10       FY 10/11




 Qualified Applicant Pool (Female)                                                                  80%

                                                                                                    70%
 Target: 44%                       YTD Average:             34.2%
                                                                                                    60%
                                                                         Applicant Pool




Goal:                                                                                               50%
 Establish a qualified and diverse applicant pool
                                                                                                    40%
Target:
                                                                                                    30%
 The citywide eligible applicant pool should reflect parity or greater
 to Maricopa County Labor Market Availability (LMA) for females                                     20%
 which is currently 44.4%
                                                                                                    10%
Significance:
                                                                                                    0%
 A qualified and diverse employee base, reflective of the
                                                                                                           J       A   S   O     N    D   J    F     M     A   M   J
 community,    ensures  high  quality services    to  our
 customers/residents.                                                                                                      FY 09/10       FY 10/11




                                           Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                        1                                                                    janet.smith@phoenix.gov
   City Manager's Performance Report                                                                                                       April 2011



 Innovation & Improvement                                                                40
                                                                                         35




                                                                  Suggestions Received
 Target: 116                   YTD Received:            142                              30
                                                                                         25
Goal:                                                                                    20
 Increase the number of employee suggestions received
                                                                                         15
Target:                                                                                  10
 116 or more employee suggestions received
                                                                                         5
Significance:                                                                            0
 Increasing the number of employee suggestions provides                                       J   A   S   O      N       D   J    F    M     A   M    J
 employees with an opportunity and an incentive to improve
                                                                                                              FY 09/10            FY 10/11
 efficiency of city operations and services.




CITY MANAGER'S PERFORMANCE REPORT                             2                                                                  janet.smith@phoenix.gov
Deanna Jonovich, Director                                                                                                                                                                  April 2011




 Human Services
Mission Statement                                                                                                    Key Services
  HSD provides comprehensive social services to improve the quality                                                      Head Start, Family Service Centers, Homeless
  of life for Phoenix residents.                                                                                         services, Senior programs and Family Advocacy
                                                                                                                         Center.




 Housing Stabilization for Homeless
 Families
                                                                                                                    100%
 Target: 60%                   YTD Percent:            87%                                                           90%
                                                                                                                     80%
                                                                       Percent of Families


Goal:
                                                                                                                     70%
 Move families at the Watkins Overflow Shelter into permanent
 housing                                                                                                             60%
                                                                                                                     50%
Target:
                                                                                                                     40%
 60% of families into permanent housing
                                                                                                                     30%
Significance:
                                                                                                                     20%
 The primary goal for families staying at the Watkins Overflow
 Shelter is to find permanent housing options. These options can                                                     10%
 be conventional housing or permanent supportive housing                                                                       J       A       S       O       N       D       J    F      M      A   M   J
                                                                                                                                                           FY 09/10                    FY 10/11
 programs.




 Number of Services Provided
                                                                                                                 3,500

 Target: 19,000 services       YTD Served:            23,206                                                     3,000
                                                                                             Households Served




                                                                                                                 2,500
Goal:
 Provide emergency assistance to families in need at family                                                      2,000
 service centers
                                                                                                                 1,500
Target:
 19,000 services                                                                                                 1,000

Significance:                                                                                                     500
 Providing financial assistance to those in need helps them
                                                                                                                    0
 maintain self-sufficiency by preventing utility shut-offs and
 evictions. Mid year contract amendment caused a temporary                                                                 J       A       S       O       N       D       J       F      M       A   M   J
 scale back until FY 2010 appropriations were received.                                                                                                FY 09/10                    FY 10/11




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                  1                                                                                                   deanna.jonovich@phoenix.gov
   City Manager's Performance Report                                                                                                                                                    April 2011



 Percentage of School Attendance                                                                         100%
                                                                                                          90%
 Target: 85%                      YTD Percent:       89%




                                                                       Percentage of Attendance
                                                                                                          80%

Goal:                                                                                                     70%
 Increase attendance of Head Start kids                                                                   60%
Target:                                                                                                   50%
 85% of school days attended                                                                              40%
Significance:                                                                                             30%
 Attendance is a key factor in being able to get kids ready to                                            20%
 attend kindergarten.
                                                                                                          10%
                                                                                                                     J       A       S         O        N     D      J          F       M   A      M   J
                                                                                                                                             FY 09/10                    FY 10/11




 Medical and Dental Exams Completed
 Target: 7,000 exams              YTD Exams:         6,848                                               8,000
                                                                                                         7,000
Goal:                                                                Number of Exams                     6,000
 Ensure Head Start kids receive necessary medical and dental
                                                                                                         5,000
 exams
                                                                                                         4,000
Target:
                                                                                                         3,000
 7,000 exams
                                                                                                         2,000
Significance:
                                                                                                         1,000
 Head Start kids are required to have medical and dental exams
 as part of Head Start regulations.                                                                         0
                                                                                                                     J       A       S        O         N    D       J          F       M   A      M   J
                                                                                                                                               YTD FY 09/10                     YTD FY 10/11




 Number of Meals Served to Seniors                                                                        70,000

                                                                                                          60,000
                                                                                Number of Meals Served




 Target: 600,000                  YTD Served:      518,874
                                                                                                          50,000

Goal:                                                                                                     40,000
 Provide nutrition services to seniors
                                                                                                          30,000
Target:
                                                                                                          20,000
 600,000 meals served
Significance:                                                                                             10,000
 Many seniors lack the financial resources or knowledge to                                                       0
 prepare and eat a healthy meal on a daily basis.                                                                        J       A       S        O      N    D          J       F      M      A   M   J
                                                                                                                                              FY 09/10                       FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                2                                                                                                deanna.jonovich@phoenix.gov
   City Manager's Performance Report                                                                                                                  April 2011



 Number of Victim Services Provided                                                                     700




                                                                          Number of Services Provided
                                                                                                        600
 Target: 5,500                   YTD Actual:              4,919
                                                                                                        500

Goal:                                                                                                   400
 Provide comprehensive services to victims of violent crime                                             300
Target:                                                                                                 200
 5,500 services                                                                                         100
Significance:                                                                                            0
 Through a collaborative effort with other city and community                                                 J   A   S   O   N      D     J    F     M   A   M        J
 partners, the Family Advocacy Center provides comprehensive                                                              FY 09/10         FY 10/11
 services such as Orders of Protection, forensic exams, safety
 planning, crisis intervention, counseling and financial assistance
 in one central location.




CITY MANAGER'S PERFORMANCE REPORT                                     3                                                                  deanna.jonovich@phoenix.gov
Charles T. Thompson, Chief Information Officer                                                                                                                 April 2011




 Information Technology Services
Mission Statement                                                                                              Key Services
   Connecting Phoenix to Information                                                                               Business application services, technical services,
                                                                                                                   data center services, technology security,
                                                                                                                   telephony,    network     infrastructure,    radio
                                                                                                                   communications, and technology management




 Enterprise Business Systems Availability
                                                                                                            100%



                                                                              Percent of Scheduled Uptime
 Target: 95%                       YTD Actual:             99.98%
                                                                                                            98%
Goal:
 To ensure critical systems are available for staff to perform their                                        96%
 jobs and for the public to access information
                                                                                                            94%
Target:
 95% of scheduled uptime                                                                                    92%
Significance:
                                                                                                            90%
 95% availability ensures city business can be conducted
 seamlessly, while allowing flexibility for quick responses to priority                                             J   A   S   O    N      D     J    F      M   A    M   J
 incidents. Enterprise Business Systems such as SAP, CHRIS,                                                                      FY 09/10                   FY 10/11
 Water Billing/History, Cashiering for Windows, TALIS and GIS.




 Enterprise Network Availability
                                                                                                            100%
                                                                              Percent of Scheduled Uptime




 Target: 95%                       YTD Actual:             99.87%
                                                                                                            98%
Goal:
 To ensure critical infrastructure is available for staff to perform                                        96%
 their jobs and for the public to access information
                                                                                                            94%
Target:
 95% of scheduled uptime                                                                                    92%
Significance:
 95% availability ensures city business can be conducted                                                    90%
 seamlessly, while allowing flexibility for quick responses to priority                                             J   A   S   O    N      D     J    F      M   A    M   J
 incidents. Network availability was at 98% for February due to                                                                 FY 09/10                   FY 10/11
 the 24th Street Water Treatment Plant being down from a power
 outage. It was down for 900 minutes (15 hours)




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CITY MANAGER'S PERFORMANCE REPORT                                                                                                               charles.thompson@phoenix.gov
                                                                          1
   City Manager's Performance Report                                                                                                                                    April 2011



 Radio Systems Availability
 Target: 95%                       YTD Actual:             100.00%
                                                                                                                     100%




                                                                                       Percent of Scheduled Uptime
Goal:
                                                                                                                     98%
 To ensure critical environments are available for staff to perform
 their jobs
                                                                                                                     96%
Target:
 95% of scheduled uptime                                                                                             94%

Significance:
                                                                                                                     92%
 95% availability ensures city business can be conducted
 seamlessly, while allowing flexibility for quick responses to priority
                                                                                                                     90%
 incidents.
                                                                                                                            J   A   S   O    N     D     J    F      M    A   M   J
                                                                                                                                        FY 09/10                  FY 10/11




 phoenix.gov Availability
 Target: 95%                       YTD Actual:             100.00%                                            100%


Goal:                                                                           Percent of Scheduled Uptime          98%
 To ensure the city’s Web site is available for the public to access
 city information and for staff to perform their jobs                                                                96%

Target:                                                                                                              94%
 95% of scheduled uptime
                                                                                                                     92%
Significance:
 95% availability ensures city business can be conducted
                                                                                                                     90%
 seamlessly, while allowing flexibility for quick responses to priority
 incidents.                                                                                                                 J   A   S   O   N      D     J    F     M     A   M   J
                                                                                                                                        FY 09/10                  FY 10/11




 Telephone Systems Availability
                                                                                                            100%
                                                                              Percent of Scheduled Uptime




 Target: 95%                       YTD Actual:              99.99%
                                                                                                                     98%
Goal:
 To ensure critical systems are available for staff to perform their                                                 96%
 jobs

Target:                                                                                                              94%
 95% of scheduled uptime
Significance:                                                                                                        92%
 95% availability ensures city business can be conducted
 seamlessly, while allowing flexibility for quick responses to priority                                              90%
 incidents.                                                                                                                 J   A   S   O   N      D     J    F     M     A   M   J
                                                                                                                                        FY 09/10                  FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                      charles.thompson@phoenix.gov
                                                                          2
   City Manager's Performance Report                                                                                                                                                                                            April 2011



 E-Payment Services
                                                                                                              1,200




                                                                                E-payment Transactions (in thous)
 Target: 800,000                   YTD Actual:             941,236                                            1,050

Goal:                                                                                                                                900
 To provide public capability of paying for city services via the                                                                    750
 Internet
                                                                                                                                     600
Target:
 800,000 E-payments transactions processed annually                                                                                  450

Significance:                                                                                                                        300
 Continued growth in the public's use of phoenix.gov to process E-                                                                   150
 payments verifies that Internet payment processing is of value to
 residents.                                                                                                                                   0     J        A         S         O       N       D        J       F       M       A    M       J
                                                                              YTD FY 09/10                                                          84       169       254       344     435     516     608      679     768    855   939   1,028
                                                                              YTD FY 09/10                                                          87       181       272       365     458     551     654      747     848    941
                                                                              YTD ($ Millions)                                                    $13.5 $29.2 $43.7 $57.8 $71.4 $84.2 $97.5 $109.3 $121.9 $133.8



 Wireless/Radio Communication
                                                                                                                                             100%
 Equipment Repairs
 Target: 90%                       YTD Actual:               95%                                                                             95%


                                                                                                                    Repairs Within 4 Hours
                                                                                                                                             90%
Goal:
 To provide seamless wireless/radio communication for city staff,                                                                            85%
 including Police and Fire personnel
                                                                                                                                             80%
Target:
 4 hour repairs 90% of the time
                                                                                                                                             75%
Significance:
 Maintenance of a 4 hour repair time for priority repairs, tracked in                                                                        70%
 relation to the number of repair calls, ensures that wireless/radio                                                                                     J         A         S       O       N       D        J       F    M       A    M      J
 communication is available for city staff to effectively perform their                                                                                                      FY 09/10                              FY 10/11
 jobs.




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                                                                      charles.thompson@phoenix.gov
                                                                          3
Gary Verburg, City Attorney                                                                                                                                  April 2011




 Law Department
Mission Statement                                                                                   Key Services
   To provide effective legal services to the Mayor, City Council, City                                   Defend the city in all legal actions in all courts,
   Manager, and city departments and to impartially seek justice in the                                   prepare and/or review all city contracts and
   prosecution of criminal offenses. The Law Department is committed                                      ordinances, advise and counsel city officials,
   to ensuring a diverse workforce to reflect the community it serves.                                    prosecute criminal cases, and assist crime
                                                                                                          victims




 Criminal Case Review                                                                              100%

 Target: 95%                      YTD Average:          98.6%                                       95%
                                                                          Decisions Made Timely
Goal:
                                                                                                    90%
 Determine the charges to be filed on criminal cases within 7
 days of departmental report (DR) being received
                                                                                                    85%
Target:
 In 95% of the cases submitted, a charging decision made within                                     80%
 7 days of receipt of DR

Significance:                                                                                       75%
 To preserve and protect a victim's right to justice.                                                        J   A   S   O     N        D     J     F        M     A    M    J
                                                                                                                                   FY 09/10             FY 10/11




 Assigned Lawsuits                                                                                 100%
                                                                       Percent Assigned In-House




 Target: 80%                      YTD Average:          91.0%
                                                                                                   90%

Goal:
 Assign cases/lawsuits to internal staff whenever possible                                         80%

Target:
 To assign 80% of lawsuits to in-house attorneys                                                   70%
Significance:
 By handling lawsuits with internal staff attorneys whenever
 possible, the city should realize a cost and efficiency savings                                   60%
 over hiring outside counsel. Some cases will, however, require                                              1   2   3   4     5        6     7     8        9     10   11   12
                                                                                                                             FY 09/10             FY 10/11
 outside counsel involvement for legal reasons.




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                  1                                                                          gary.verburg@phoenix.gov
   City Manager's Performance Report                                                                                                                                             April 2011



 Court Escorts                                                                                                         22
                                                                                                                       20
 Target: 10                      YTD Average:            16.09                                                         18
                                                                                                                       16




                                                                          Number of Escorts
Goal:                                                                                                                  14
 Provide effective services to crime victims                                                                           12

Target:                                                                                                                10
 Each Victim Advocate will provide, on average, 10 court escorts                                                        8
 per month                                                                                                              6
                                                                                                                        4
Significance:                                                                                                           2
 To ensure victims are treated with dignity, fairness, and respect
                                                                                                                        0
 by providing meaningful support information and referrals in the
                                                                                                                                 J    A    S   O   N          D   J   F          M   A     M        J
 courtroom.
                                                                                                                                                   FY 09/10           FY 10/11




 Contracts Prepared / Reviewed                                                                                              18




                                                                                    Number of Contracts Per Attorney
                                                                                                                            16
 Target: 7                       YTD Averge:             10.99
                                                                                                                            14
Goal:                                                                                                                       12
 Prepare and/or review city contracts in an effective/efficient                                                             10
                                                                                                                                                                                          FY
 manner                                                                                                                                                                                  09/10
                                                                                                                             8                                                           FY 10/11

Target:                                                                                                                      6
  Average of 7 contracts per attorney per month
                                                                                                                             4
Significance:
                                                                                                                             2
 By measuring the ratio of contracts prepared/reviewed to
 attorney staff we can determine that sufficient resources are                                                               0
 available for effective review and prompt turn around time. A                                                                       J A S O N D J F M A M J
 higher ratio may negatively impact our effectiveness and
 timeliness in serving our clients.



 Ordinances / Resolutions Prepared /
 Reviewed
                                                                               Ordinances / Resolutions Per Attorney




                                                                                                                        8
                                                                                                                        7
 Target: 3                       YTD Average:             2.60
                                                                                                                        6
Goal:                                                                                                                   5
 Prepare and/or review city ordinances/ resolutions in an                                                               4
 effective/efficient manner
                                                                                                                        3
Target:
                                                                                                                        2
 Average 3 ordinances/ resolutions per attorney per month
                                                                                                                        1
Significance:
 By measuring the ratio of ordinances/resolutions prepared                                                              0
 and/or reviewed to attorney staff, we can determine that                                                                        J     A   S   O    N         D   J    F         M   A     M        J
                                                                                                                                                    FY 09/10          FY 10/11
 sufficient resources are available for effective review and prompt
 turn around time. A higher ratio may negatively impact our
 effectiveness and timeliness in serving our clients.




CITY MANAGER'S PERFORMANCE REPORT                                     2                                                                                           gary.verburg@phoenix.gov
Toni Garvey, City Librarian                                                                                                                                           April 2011




 Library
Mission Statement                                                                                             Key Services
   We connect today's community to a world of possibilities.                                                         Provide information resources and works of the
                                                                                                                     imagination




  Early Literacy Program Attendance                                                                        90,000
                                                                                                           80,000
 Target: 84,300                  YTD Actual:            69,533
                                                                                                           70,000
                                                                          Number of Attendees
Goal:                                                                                                      60,000
 To partner with parents and caregivers to encourage the                                                   50,000
 development of skills that lead to children's reading success
                                                                                                           40,000
Target:
                                                                                                           30,000
 84,300 participants
                                                                                                           20,000
Significance:
 Attendance supports children's early literacy and parents' efforts                                        10,000
 to encourage children's skill development.                                                                      0
                                                                                                                         J       A   S     O    N   D   J     F   M A        M   J
                                                                                                                                         FY 09/10             FY 10/11




 Customer Satisfaction with Workforce
                                                                                                      100%
 Readiness Programs
                                                                                                           90%
 Target: 90%                     YTD Percent:             93%                                              80%
                                                                                   Customer Satisfaction




                                                                                                           70%
Goal:                                                                                                      60%
 To provide customers with programs and services that enable                                               50%
 them to acquire and enhance job skills
                                                                                                           40%
Target:                                                                                                    30%
 90% satisfaction rate                                                                                     20%
Significance:                                                                                              10%
 Measures customer satisfaction with programs that promote                                                  0%
 workforce readiness, such as GED, ESL and basic computer                                                            J       A       S     O   N    D   J    F    M      A   M   J
 classes.                                                                                                                                FY 09/10             FY 10/11




                                         Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                     1                                                                                     toni.garvey@phoenix.gov
   City Manager's Performance Report                                                                                                                                           April 2011



 Visitor Count Per Public Service Hour                                                                        2,400

                                                                                                              2,200
 Target: 1,850                    YTD Average:               1,831




                                                                          Average Visitor Count
                                                                                                              2,000
Goal:
 To provide customers with library facilities that meet their needs                                           1,800

Target:                                                                                                       1,600
 1,850 average total visitor count per public service hour
                                                                                                              1,400
Significance:
 This measure shows the total average number of customers                                                     1,200
 visiting Phoenix Public Library facilities each hour open to the
                                                                                                              1,000
 public.
                                                                                                                                    J   A   S   O      N   D    J    F     M    A     M   J
                                                                                                                                                     FY 09/10              FY 10/11




 Library's Home Page "Hits"                                                                                                    35




                                                                                            Number of Web Hits (in millions)
 Target: 31.4 million            YTD (in millions):          22.86                                                             30

                                                                                                                               25
Goal:
 To provide customers with access to information resources                                                                     20
 through the Library's website
                                                                                                                               15
Target:
 31.4 million hits                                                                                                             10

Significance:                                                                                                                  5
 Data for "hits" in March 2011 are under-reported due to a data
                                                                                                                               0
 collection error.
                                                                                                                                    J   A   S   O     N    D    J    F     M    A     M   J
                                                                                                                                                    FY 09/10              FY 10/11




 Library Material Circulation                                                                                                  20
                                                                                         Number of Web Hits (in millions)




                                                                                                                               18
 Target: 14 million              YTD (in millions):          11.47
                                                                                                                               16
Goal:                                                                                                                          14
 To provide customers with access to information resources at                                                                  12
 locations throughout the city
                                                                                                                               10
Target:                                                                                                                         8
 14 million circulation
                                                                                                                                6
Significance:                                                                                                                   4
 Circulation shows customer usage of Library materials.
                                                                                                                                2
                                                                                                                                0
                                                                                                                                    J   A   S   O     N    D    J    F     M    A     M   J
                                                                                                                                                FY 09/10                 FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                     2                                                                                             toni.garvey@phoenix.gov
Roxanne K. Song Ong, Chief Presiding Judge                                                                                                                         April 2011




 Municipal Court
Mission Statement                                                                                                    Key Services
   With pride and integrity, we provide equal access to justice,                                                      The Phoenix Municipal Court handles cases that
   professional and impartial treatment, and the fair and timely                                                      range from minor traffic violations to Class 1
   resolution of all court matters. Vision Statement: We perform our                                                  misdemeanors carrying a maximum penalty of six
   responsibilities in a manner that serves to maintain the public's trust                                            months in jail and a $2,500 fine. Annually, the
   and confidence in the Court as an institution and to enhance the                                                   court processes an average of 350,000 cases
   public's respect for the rule of law, while preserving and protecting                                              including 100,000 criminal charges.
   individual rights guaranteed under the constitution.




 Caseload Clearance Rate                                                                                      110%

 Target: 100%                    YTD Rate:                101%
                                                                                 Peercent of Outgoing Cases   100%

Goal:
 Ensure the percentage of outgoing cases is equal to the percent                                               90%
 of incoming cases
                                                                                                               80%
Target:
 100% of outgoing cases compared to incoming cases
                                                                                                               70%
Significance:
 By resolving the same or greater number of cases as are being
 entered into the system, the number of cases in our pending                                                   60%
 caseload inventory is not accumulating over time, resulting in both                                                  J   A   S   O    N    D       J    F    M      A   M   J
 a backlog and increased case processing delays.                                                                                      FY 09/10          FY 10/11




 Time to Disposition                                                                                          100%

 Target: 98%                     YTD Percent:              97%
                                                                           Percent Resolved Timely




                                                                                                              90%
Goal:
 Ensure the percentage of cases are resolved within 180 days
                                                                                                              80%
 from case filing

Target:
 98% of new/reactivated cases are resolved within 180 days                                                    70%

Significance:
 This goal is to ensure that cases are being resolved in a prompt,                                            60%
 just and timely manner by examining the age of cases at the time                                                     J   A   S   O    N    D      J     F    M      A   M   J
 of their adjudication.
                                                                                                                                      FY 09/10          FY 10/11




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                      1                                                                         roxanne.song.ong@phoenix.gov
   City Manager's Performance Report                                                                                                               April 2011



 Trial Date Certainty                                                                          100%


 Target: 85%                           YTD Percent:         80%
                                                                                               90%




                                                                            Percent Resolved
Goal:
 Ensure the percentage of cases resolved at the first trial setting                            80%
Target:
 85% resolved at first trial setting
                                                                                               70%
Significance:
 The significance of this goal is to ensure that not only are cases
 being resolved promptly, but that they are resolved in an efficient
 manner, minimizing inconvenience to the participants and the                                  60%
 public by limiting the number of unnecessary court appearances.                                      J   A   S   O   N      D     J    F      M     A   M   J
                                                                                                                  FY 09/10          FY 10/11




 Reliability and Integrity of Case Files
                                                                                               100%
 Target: 100%                          YTD Percent:         99%

Goal:                                                                                           90%
 Ensure the percentage of files meet established standards for              Percent Resolved
 accuracy of contents
                                                                                                80%
Target:
 100% accuracy
                                                                                                70%
Significance:
 The significance of this goal is to ensure that information captured
 in the case file and in the computer system accurately reflect the                             60%
 activity and decisions that took place in the courtroom. This is                                     J   A   S   O    N     D     J    F      M     A   M   J
 essential for the participants and the public to have a high degree                                                  FY 09/10          FY 10/11
 of confidence in the court as an institution.




CITY MANAGER'S PERFORMANCE REPORT                                       2                                                        roxanne.song.ong@phoenix.gov
Chris Hallett, Acting Director                                                                                                                                     April 2011




 Neighborhood Services
Mission Statement                                                                                                    Key Services
   To preserve and improve the physical, social and economic health                                                       Neighborhood         preservation,   coordination,
   of Phoenix neighborhoods, support neighborhood self-reliance, and                                                      revitalization, and community development
   enhance the quality of life for residents through community-based
   problem solving, neighborhood-oriented services and public/private
   cooperation.




 Units Rehabilitated                                                                                              200
                                                                                                                  180
 Target: 1,000 units            YTD Units:               704
                                                                                                                  160
                                                                                            Units Rehabilitated
                                                                                                                  140
Goal:
 Improve the physical condition of Phoenix neighborhoods by                                                       120
 rehabilitating homes of low-mod income homeowners                                                                100
                                                                                                                    80
Target:
                                                                                                                    60
 Improve 1,000 units
                                                                                                                    40
Significance:
                                                                                                                    20
 Improve quality of life for Phoenix residents through lead hazard
 control and housing rehabilitation programs. This indicator                                                         0
 includes units remediated through the lead hazard control                                                                 J    A   S     O    N   D   J     F    M     A   M    J
 program as well as the owner occupied units and rental                                                                                 FY 09/10             FY 10/11
 rehabiltiation projects completed during the month.



 Graffiti Sites Removed                                                                             11,000
                                                                                                    10,000
 Target: 90,000 sites           YTD Removed:            55,831                                                    9,000
                                                                         Graffiti Removed




                                                                                                                  8,000
Goal:                                                                                                             7,000
 Reduce blight in Phoenix neighborhoods through graffiti removal                                                  6,000
Target:                                                                                                           5,000
 Remove 90,000 sites                                                                                              4,000
Significance:                                                                                                     3,000
 Graffiti is one of the most intrusive blighting influences and                                                   2,000
 presents a negative impact on neighborhoods.                                                                               J   A    S     O   N   D   J     F    M     A   M    J
                                                                                                                                    FY 09/10               FY 10/11




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                                     chris.hallett@phoenix.gov
   City Manager's Performance Report                                                                                                                                                  April 2011



 Code Enforcement Cases Resolved                                                                       100%
 Voluntarily                                                                                           90%




                                                                           Percent of Cases Resolved
                                                                                                       80%
 Target: 83%                     YTD Percent:              91%                                         70%
                                                                                                       60%
Goal:
                                                                                                       50%
 Achieve voluntary compliance at all properties reported with
 code violations                                                                                       40%
                                                                                                       30%
Target:
                                                                                                       20%
 83% or above
                                                                                                       10%
Significance:
                                                                                                           0%
 This measures the volume of cases that were voluntarily brought
                                                                                                                                J    A    S      O       N   D        J        F     M    A    M    J
 into compliance with the appropriate city ordinances without
                                                                                                                                              FY 09/10                         FY 10/11
 court or abatement action.




 Code Enforcement Case Cycle Time                                                                          80
                                                                                                           70
 Target: 53 days                 YTD Average:               52
                                                                                                           60

Goal:                                                                                                      50
 Achieve timely compliance at all properties reported with code                                            40
                                                                              Days



 violations
                                                                                                           30
Target:                                                                                                    20
 53 days or below average cycle time
                                                                                                           10
Significance:                                                                                                         0
 This measures all administrative, adjudicated and standard                                                                     J    A    S      O   N       D        J        F     M    A    M    J
 cases and the median time taken to achieve compliance at                  FY 09/10                                            51    51   48    47   50      63       66       50    38   45   54   48
 properties reported with code violations.                                 FY 10/11                                            47    49   45    51   52      55       61       55    55   45




 Residents Trained and Educated                                                                                              1,200


 Target: 3,500 residents         YTD Residents:           3,546                                                              1,000
                                                                                                        Residents Educated




Goal:                                                                                                                         800
 Train and educate residents with techniques and strategies to
 preserve and improve the health of Phoenix neighborhoods                                                                     600

Target:
 3,500 residents trained                                                                                                      400

Significance:
                                                                                                                              200
 To serve as a resource for technical assistance and education
 by providing residents with information on available city services,
 programs, tools and other community resources.                                                                                 0
                                                                                                                                     J    A     S O N             D        J       F M A       M    J
                                                                                                                                                FY 09/10                           FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                                                                   chris.hallett@phoenix.gov
   City Manager's Performance Report                                                                                                                                                                    April 2011



 Participation in Outreach Events                                                                    280

                                                                                                     240
 Target: 1,000 events             YTD Actual:              1,202




                                                                           Event Participation
                                                                                                     200
Goal:
                                                                                                     160
 Actively provide outreach at community based events
Target:                                                                                              120
  Participate in 1,000 outreach events
                                                                                                              80
Significance:
 To increase outreach efforts of NSD programs and services to                                                 40
 help with community problem solving.                                                                             0
                                                                                                                         J        A       S        O           N       D        J           F           M       A       M   J
                                                                                                                                              FY 09/10                                  FY 10/11




 Organized & Listed Youth and                                                                                                30

 Neighborhood Groups                                                                                                         25




                                                                                             Group Increase
 Target: 100                      YTD Actual:                37                                                              20

Goal:                                                                                                                        15
 Increase the number of youth and neighborhood groups listed
                                                                                                                             10
 and actively involved in neighborhood improvement activities by
 100 groups
                                                                                                                             5
Target:
 100 new organized groups listed                                                                                             0
                                                                                                                                      J       A       S        O       N       D        J           F       M       A   M   J
Significance:                                                                                                         FY 09/10        1       2        7       6       4       10       9           8       6       1   5   2
 To increase the number of organized youth and neighborhood                                                           FY 10/11        1       1        5       1       1       3        3       12          2       8
 groups participating in neighborhood improvement activities in
 order to assist with neighborhood sustainability.




 Landlord Tenant Clients Served                                                                                   1,000
                                                                                                                      900
 Target: 6,300 served             YTD Served:              4,811
                                                                                                                      800

Goal:                                                                                                                 700
                                                                                                 Clients Served




 Educate landlords and tenants on the Arizona Landlord &                                                              600
 Tenant Act
                                                                                                                      500
Target:                                                                                                               400
 6,300 clients served
                                                                                                                      300
Significance:                                                                                                         200
 Assisting landlords and tenants in understanding their rights and
                                                                                                                      100
 responsibilities. This indicator includes recurring clients as well
 as phone calls and cases.                                                                                              0
                                                                                                                              J       A           S        O       N       D        J           F       M       A       M   J
                                                                                                                                                  FY 09/10                                  FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                      3                                                                                                                chris.hallett@phoenix.gov
Jane Morris, Executive Assistant to City Manager                                                                                                             April 2011




 Office of Arts & Culture
Mission Statement                                                                                           Key Services
   The Phoenix Office of Arts & Culture supports the development and                                             Arts grants, public art, arts education, cultural facility
   preservation of arts and culture in Phoenix, serves as the primary                                            development, cultural planning technical assistance,
   point of contact for international visitors, and promotes global                                              information services. Provide assistance and advice
                                                                                                                 on matters of protocol, provide international exchange
   understanding and international opportunities for citizens,
                                                                                                                 opportunities to Phoenix citizens; promote cross-
   businesses and organizations in Phoenix.
                                                                                                                 cultural awareness through events and activities;
                                                                                                                 coordinate out/in bound Sister City delegations.




 Completed Public Art Projects                                                                            20
                                                                                                          18
 Target: 5 projects              YTD Completed:            11                                             16


                                                                     Public Art Projects
                                                                                                          14
                                                                                                          12                                           11
Goal:
 Enhance the city's built environment through public art                                                  10
                                                                                                           8
Target:                                                                                                                              6
                                                                                                           6
 Complete at least 5 projects per year
                                                                                                           4
Significance:
                                                                                                           2
 To measure progress in implementing projects in the annual
                                                                                                           0
 Public Art Project Plan.
                                                                                                                                 Actual FY 09/10            YTD 10/11




 Implementation of Public Art Projects
                                                                                                          100%
                                                                       Various Stages of Implementation




                                                                                                          90%
 Target: 75%                     YTD Percent:              58%
                                                                                                          80%
                                                                                                          70%
Goal:
 Enhance the city's built environment through public art                                                  60%
                                                                                                          50%
Target:
                                                                                                          40%
 Ongoing implementation of 75% of the projects in the 5-year
                                                                                                          30%
 Project Art Plan
                                                                                                          20%
Significance:                                                                                             10%
 To measure progress in implementing projects in the 5-year
                                                                                                           0%
 Public Art Project Plan.
                                                                                                                    1   2    3    4     5   6    7     8   9 10     11   12
                                                                                                                                 Actual FY 09/10        YTD 10/11




                                         Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                1                                                                                   jane.morris@phoenix.gov
   City Manager's Performance Report                                                                                                                                                           April 2011



 Community Presentations                                                                              50
                                                                                                      45
 Target: 35 Presentations YTD Actual:                          38




                                                                         Community Presentations
                                                                                                      40
                                                                                                      35
Goal:
 Increase public awareness of arts and cultural issues                                                30
                                                                                                      25
Target:
 Give 35 community presentations per year                                                             20
                                                                                                      15
                                                                                                      10
Significance:
 To keep the general public informed about arts and cultural                                                            5
 issues, agency programs and activities.                                                                                0
                                                                                                                                                 J   A       S   O     N     D    J   F     M    A    M      J
                                                                                                                                                                      Actual FY 09/10        FY 10/11




 Projects Completed by International
 Relations                                                                                                                                  100%

 Target: 80 %                     YTD Completed:           86%                                                                               95%



                                                                                                   Projects Completed
                                                                                                                                             90%
Goal:
 Conduct a variety of events, activities and exchanges that                                                                                  85%
 promote the Sister Cities' program.                                                                                                         80%
Target:
                                                                                                                                             75%
 80% of events completed on the board approved Master
 Calendar                                                                                                                                    70%

Significance:                                                                                                                                65%
 Measure the effectiveness of the Phoenix Sister Cities program
                                                                                                                                             60%
 by conducting a variety of events, activities, meetings &
                                                                                                                                                         J   A   S    O N       D   J      F M A       M     J
 exchanges monthly.
                                                                                                                                                                     FY 09/10             FY 10/11


 Customer Satisfaction of Phoenix Sister                                                                                                    10
 Cities Events
 Target: 8                        YTD Average:                 9                                                                            8
                                                                                                        Customer Satisfaction (Out of 10)




Goal:
                                                                                                                                            6
 Conduct events, activities and exchanges of a high standard as
 measured by both internal and external customers.
Target:                                                                                                                                     4
 8 or higher on a scale of 1 to 10 (10 being most satisfied)
Significance:                                                                                                                               2
 Measures the level of internal and external customer satisfaction
 of the Phoenix Sister Cities program including events, activities
 and exchanges.                                                                                                                             0
                                                                                                                                                     Qtr 1              Qtr 2           Qtr 3        Qtr 4
                                                                                                                                                                     FY 09/10            FY 10/11




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    2                                                                                                              jane.morris@phoenix.gov
James P. Burke, Acting Director                                                                                                                     April 2011




 Parks & Recreation
Mission Statement                                                                                           Key Services
   The Phoenix Parks and Recreation Department builds healthy                                               The Parks and Recreation Department provides
   communities through parks, programs and partnerships.                                                    safe, clean and accessible parks, golf courses,
   We value inclusion and diversity; teamwork; commitment to                                                facilities and programs.
   employees and community through excellence and ethical actions;
   quality work and great customer service; healthy people; and
   healthy,   sustainable  environment;    land   and    resources.




 Construction Projects
                                                                                                 100%
 Target: 75%                      YTD Complete:           57%                                     90%
                                                                               YTD Percent Complete
                                                                                                  80%
                                                                                                  70%
Goal:
                                                                                                  60%
 To complete construction projects scheduled for the fiscal year
                                                                                                  50%
Target:                                                                                           40%
 75% or more of projects planned                                                                  30%
Significance:                                                                                     20%
 Provides a progress report on construction projects funded by                                    10%
 the Phoenix Parks and Preserve Initiative, impact fees and bond                                   0%
 funds scheduled for substantial completion during the fiscal                                               J   A   S   O    N    D   J   F   M      A   M    J
 year. Thirty construction projects are scheduled in FY 10/11.                                                                   YTD FY 10/11
 Because years may vary greatly, prior year is not included in
 graph.


 Maintenance Standards                                                                  100%

 Target: 80%                      YTD Percent:            86%
                                                                                                      90%
                                                                          Scores Received




Goal:
 To maintain safety at park locations and facilities                                                  80%
Target:
 Score of 80% or greater                                                                              70%
Significance:
 Increases the percentage of safe and clean park facilities based
 on self evaluation using criteria established in the Service Level                                   60%
 Evaluation tool.                                                                                           J   A   S   O   N    D     J    F   M    A   M    J
                                                                                                                            FY 09/10   FY 10/11




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                     1                                                                    james.burke@phoenix.gov
   City Manager's Performance Report                                                                                                                                        April 2011



 Program Registration Efficiency                                                                        100%
                                                                                                         90%
 Target: 60%                     YTD Percent:              72%                                           80%




                                                                              Registration Efficiency
                                                                                                         70%
Goal:                                                                                                    60%
 To maximize registration for non-team sport programs                                                    50%
Target:                                                                                                  40%
 Fill 60% or more of all non-team sport registration openings                                            30%
                                                                                                         20%
Significance:
                                                                                                         10%
 Filling 60% of non-team sport registration spots ensures
 resources are utilized efficiently. This measure also provides                                           0%
 information on community support of programs conducted.                                                            J     A     S     O     N     D     J       F    M      A    M    J
                                                                                                                                           FY 09/10          FY 10/11




 Recreation Facility Attendance
                                                                                                 72,000
 Target: 450,000                 YTD Total:             515,688                                  66,000
                                                                                                 60,000
                                                                           Facility Attendance   54,000
Goal:                                                                                            48,000
 To maintain and increase the number customers entering                                          42,000
 recreation facilities                                                                           36,000
                                                                                                 30,000
Target:                                                                                          24,000
 450,000 visitors                                                                                18,000
                                                                                                 12,000
Significance:                                                                                     6,000
 Ensures effective and efficient use of capital resources by                                          0
                                                                                                                     J    A     S     O     N     D      J      F       M    A   M     J
 increasing the number of customers utilizing recreation facilities.                                               56644 37534 45750 55887 47033 42815 51214 56912 60489 62367 59182 69399
                                                                                                        FY 09/10
                                                                                                        FY 10/11   63401 40964 49980 52423 47371 39380 53524 53865 59405 55375




 Golf Rounds
                                                                                                        100%
 Target: 60%                     YTD Actual:               45%                                           90%
                                                                                                         80%
                                                                                     Tee Time Usage




                                                                                                         70%
Goal:
                                                                                                         60%
 To increase or maintain number of golf rounds played at 18 hole
                                                                                                         50%
 municipal golf courses
                                                                                                         40%
Target:                                                                                                  30%
  Utilize 60% of available tee times on 18 hole golf courses                                             20%
                                                                                                         10%
Significance:                                                                                             0%
                                                                                                                    J     A     S     O     N     D     J       F       M   A    M    J
 Utilizing 60% of available tee times maximizes revenues. Data
 chart compares the percentage change over the prior fiscal year       FY 09/10                                    36% 42% 55% 91% 57% 49% 50% 61% 63% 58% 41% 44%

 for tee times used at Phoenix golf courses and municipal golf         FY 10/11                                    36% 33% 38% 43% 47% 49% 51% 53% 55% 56%

 courses in the southwest region as reported by the National Golf      Phx % Chg                                   0% -12% -6% -21% 0%           6%    12%     6%    -1%    8%
 Foundation (NGF). NGF data is reported two months in arrears.         NGF % Chg                                   -2%   0%    -2% 17% -8% 16%         9%      -2%   -6%
                                                                       Rounds Played 7690 4794 7059 7169 1239 1197 1347 1406 1755 1419




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                                                       james.burke@phoenix.gov
   City Manager's Performance Report                                                                                                                             April 2011



 Athletic Field Usage                                                                                 140%

                                                                                                      120%
 Target: 40%                      YTD Actual:             56%




                                                                             Percentage Utilization
                                                                                                      100%
Goal:                                                                                                 80%
 To ensure effective use of athletic field space
                                                                                                      60%
Target:
 40% or greater of available programmable time                                                        40%
Significance:                                                                                         20%
 Demonstrates effective use of athletic field space to best meet
 community needs. Forty percent utilization allows for                                                 0%     J    A     S    O     N     D      J     F    M      A    M    J
 maintenance, rest and recovery, and drop-in use of athletic           FY 09/10                              85% 100% 48%     40%   38%   26%   46%   47%   52%   58%   62% 100%

 fields during prime usage times.                                      FY 10/11                              121% 95%   69%   42%   40%   28%   35%   30%   37%   39%

                                                                       FY10/11 Hours Used 39416 31104 22231 13700 12919 9185 11377 9799 11996 12711




 Facility Usage
                                                                                                      100%
 Target: 60%                      YTD Actual:             50%                                          90%
                                                                                                       80%


                                                                         Percentage Utilization
                                                                                                       70%
Goal:
                                                                                                       60%
 To ensure effective use of facility space
                                                                                                       50%
Target:                                                                                                40%
 60% or greater of available programmable time                                                         30%
                                                                                                       20%
Significance:
                                                                                                       10%
 Demonstrates effective use of facility space to best meet
                                                                                                        0%
 community needs.                                                                                              J   A     S     O     N     D     J     F     M     A    M    J
                                                                       FY 09/10                               56% 30% 44% 36% 43% 38% 31% 28% 32% 34% 32% 42%

                                                                       FY 10/11                               65% 42% 53% 49% 62% 59% 45% 41% 42% 38%

                                                                       FY10/11 Hours Used 29280 17634 22266 20328 25676 24592 18584 16870 17343 15637




CITY MANAGER'S PERFORMANCE REPORT                                  3                                                                             james.burke@phoenix.gov
John Chan, Director                                                                                                                                                      April 2011




 Phoenix Convention Center
Mission Statement                                                                                                       Key Services
   The mission of the Phoenix Convention Center Department is to                                                             Attracting, planning, and staging an optimum mix
   help make downtown Phoenix a premier destination through our                                                              of show activity to generate positive economic
   presence and activities and to serve as a catalyst for ongoing                                                            development, support community efforts, provide
   downtown revitalization.                                                                                                  cultural enrichment and to maximize activity in the
                                                                                                                             downtown area




 Direct Spending of Conventions
                                                                                                                      $110
                                                                                                                      $100

                                                                                     Convention Spending (Millions)
 Target: $230 Million             YTD (in millions):          $176.8
                                                                                                                       $90
                                                                                                                       $80
Goal:                                                                                                                  $70
 To drive economic activity in Phoenix and Arizona                                                                     $60
Target:                                                                                                                $50
 $230 Million                                                                                                          $40
                                                                                                                       $30
Significance:
                                                                                                                       $20
 It measures the economic impact of Phoenix Convention Center
                                                                                                                       $10
 activity.
                                                                                                                        $0
                                                                                                                              J   A    S    O    N    D    J    F    M     A   M   J
                                                                                                                                           FY 09/10       FY 10/11




 Convention Center Utilization                                                                                        90%
                                                                             Convention Center Utilization




                                                                                                                      80%
 Target: 50%                      YTD Average:                 31%                                                    70%
                                                                                                                      60%
Goal:                                                                                                                 50%
 To drive economic activity in Phoenix and Arizona                                                                    40%
Target:                                                                                                               30%
 50% of square foot utilization                                                                                       20%
Significance:                                                                                                         10%
 This rating measures       space    utilization   at   the    Phoenix                                                 0%
                                                                                                                              J    A   S    O    N    D    J    F    M     A   M   J
 Convention Center.
                                                                                                              FY 09/10 34% 37% 37% 73% 72% 24% 35% 61% 66% 66% 52% 67%
                                                                                                              FY 10/11 28% 17% 28% 32% 41% 21% 27% 48% 26% 38%




                                         Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                        1                                                                                     john.chan@phoenix.gov
   City Manager's Performance Report                                                                                                                                                                               April 2011



 Total Convention Delegates                                                                          140,000

 Target: 160,000                 YTD Attendees:        121,876                                       120,000




                                                                                Convention Attendance
                                                                                                     100,000
Goal:
 To drive economic activity in Phoenix and Arizona                                                              80,000
Target:                                                                                                         60,000
 160,000 delegates
                                                                                                                40,000
Significance:
 It measures the economic impact of Phoenix Convention Center                                                   20,000
 activity in relation to conventions.
                                                                                                                                 0           J          A        S       O        N       D       J       F    M     A   M    J
                                                                                                                            FY 09/10   21,000 15,800 4,800 16,300 25,700 4,100 23,740 27,170 24,037 20,200 20,550 25,700

                                                                                                                            FY 10/11       4,450       3,859    2,400 16,700 15,000 3,000 35,860 15,507 15,000 10,100




 Total Non-Convention Attendance                                                                     140,000

 Target: 435,000                 YTD Attendees:        263,662                                       120,000


                                                                         Non-Convention Attendance
                                                                                                     100,000
Goal:
 To drive economic activity in Phoenix and Arizona                                                            80,000
Target:
                                                                                                              60,000
 435,000 non-convention attendees
Significance:                                                                                                 40,000
 It measures the economic impact of Phoenix Convention Center
                                                                                                              20,000
 activity in relation to non-convention business such as banquets,
 consumer shows and other local events.                                                                                          0          J           A        S       O        N       D       J       F    M     A   M    J
                                                                                                                            FY 09/10   12,396 13,683 37,478 81,365 52,490 19,170 24,854 7,051 73,013 46,594 40,073 9,870

                                                                                                                            FY 10/11       7,542       6,615 45,277 28,418 58,277 18,401 29,051 26,056 20,093 23,932




 Orpheum Theatre Performances                                                                                                        30

                                                                                                                                     25
                                                                                                     Orpheum Performances




 Target: 135                     YTD Actual:              100
                                                                                                                                     20
Goal:
                                                                                                                                     15
 To be a strong supporter of the arts and culture in Phoenix
Target:                                                                                                                              10
 135 performances
                                                                                                                                       5
Significance:
 This measurement tells us how much the venue is being utilized.                                                                       0
                                                                                                                                                   J        A        S       O        N       D       J    F   M     A   M    J
                                                                                                                    FY 09/10                       4        5        5       10   14      11      16      22   9    16   13   8
                                                                                                                    FY 10/11                       2        3        4       17   11      10          9   19   10   15




CITY MANAGER'S PERFORMANCE REPORT                                    2                                                                                                                                    john.chan@phoenix.gov
   City Manager's Performance Report                                                                                                                                                                       April 2011



 Orpheum Theatre Attendance                                                                                            24,000

 Target: 90,000                 YTD Attendees:          66,854                                                         20,000




                                                                                          Orpheum Attendance
Goal:                                                                                                                  16,000
 To be a strong supporter of the arts and culture in Phoenix
                                                                                                                       12,000
Target:
 90,000 attendees                                                                                                       8,000
Significance:
 This measurement tells us how much the venue is being utilized.                                                        4,000

                                                                                                                              0
                                                                                                                                       J         A           S       O       N       D       J    F   M      A   M    J
                                                                                                                       FY 09/10   1,251 1,449 2,915 5,071 7,941 9,086 15,193 14,629 4,997 10,748 9,597 4,416

                                                                                                                       FY 10/11       980        861     3,815 8,793 8,170 6,702 6,715 17,063 5,690 8,065




 Symphony Hall Performances                                                                                             50




                                                                                          Symphony Hall Performances
 Target: 165                     YTD Actual:              131                                                           40


Goal:                                                                                                                   30
 To be a strong supporter of the arts and culture in Phoenix
Target:                                                                                                                 20
 165 performances
                                                                                                                        10
Significance:
 This measurement tells us how much the venue is being utilized.
                                                                                                                          0
                                                                                                                                  J         A           S        O       N       D       J       F    M      A   M    J
                                                                                          FY 09/10                                0          5           7       16      17      36      13      19   14    13   19   8
                                                                                          FY 10/11                                0          0           8       18      14      33      11      19   14    14




 Symphony Hall Attendance                                                                         60,000


 Target: 230,000                 YTD Attendees:        171,202                                    50,000
                                                                       Symphony Hall Attendance




                                                                                                  40,000
Goal:
 Symphony Hall Attendance
                                                                                                  30,000
Target:
 230,000 attendees                                                                                20,000

Significance:
                                                                                                  10,000
 This measurement tells us how much the venue is being utilized.
                                                                                                                         0
                                                                                                                                  J         A           S        O       N       D       J       F    M     A    M    J
                                                                                                     FY 09/10                     0        4,758 9,544 20,099 21,097 57,047 15,661 31,211 20,647 15,751 28,161 9,345
                                                                                                     FY 10/11                     0          0         8,551 18,632 18,434 52,845 15,580 23,598 17,013 16,549




CITY MANAGER'S PERFORMANCE REPORT                                  3                                                                                                                             john.chan@phoenix.gov
Debra Stark, Director                                                                                                                 April 2011


 Planning and Development
 Department
Mission Statement                                                                        Key Services
   Planning, Development & Preservation for a better Phoenix                                 Design review, permitting, inspections, implement
                                                                                             and update general plan, administer zoning
                                                                                             ordinance, process rezoning requests, Historic
                                                                                             Preservation and bond programs.




 Major Commercial Building Plans
                                                                                    70

 Target: 60 days                YTD Average:            40                          60
                                                                   Average Days
                                                                                    50
Goal:
                                                                                    40
 Meet plan review turnaround times - major commercial
                                                                                    30
Target:
 60 days for 1st review                                                             20

Significance:                                                                       10
 Indicates efficiency of plan review process and customer                           0
 service.                                                                                J      A   S    O     N   D   J    F    M     A   M   J

                                                                                                    FY 09/10               FY 10/11




 Residential Building Plans
                                                                                    60
 Target: 45 days                YTD Average:            21
                                                                                    50
                                                                     Average Days




Goal:                                                                               40
 Meet plan review turnaround times - residential
                                                                                    30
Target:
 30 Days for 1st review                                                             20

Significance:                                                                       10
 Indicates efficiency of plan review process and customer
 service.                                                                           0
                                                                                         J      A   S    O    N   D    J    F    M    A    M   J
                                                                                                         FY 09/10               FY 10/11




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                              1                                                           debra.stark@phoenix.gov
   City Manager's Performance Report                                                                                                             April 2011



 On Time Commercial Inspections                                                                   100%


 Target: 90%                     YTD Average:              89%




                                                                        Percent Within 24 Hours
                                                                                                  90%

Goal:
 Minimize commercial inspection carryovers by completing                                          80%
 inspections within target
Target:
                                                                                                  70%
 90% conducted within 24 hours
Significance:
 Indicates efficiency of inspection process and customer service.                                 60%
                                                                                                         J   A   S    O    N     D   J     F    M   A     M   J
                                                                                                                     FY 09/10                  FY 10/11




 On Time Residential Inspections                                                                  100%

 Target: 90%                     YTD Average:              93%


                                                                        Percent Within 24 Hours
                                                                                                   90%
Goal:
 Minimize residential inspection     carryovers   by   completing                                  80%
 inpsections within target
Target:
 90% conducted within 24 hours                                                                     70%

Significance:
 Indicates efficiency of inspection process and customer service.                                  60%
                                                                                                         J   A   S    O    N     D   J     F    M   A     M   J
                                                                                                                     FY 09/10                  FY 10/11




 Certificates of No Effect Approved                                                               100%

 Target: 75%                     YTD Percent:              92%
                                                                        Certificates Approved




                                                                                                  90%
Goal:
 To improve customer satisfaction by expediting Design Review
                                                                                                  80%
 through increased use of Certificates of No Effect

Target:
 75% of all approved should be Certificates of No Effect                                          70%

Significance:
 Expedited review uses staff resources more efficiently, shortens                                 60%
 the development review process for customers and allows them                                            J   A   S    O    N     D   J     F    M   A     M   J
 to begin work on their construction projects more quickly.                                                            FY09/10                  FY10/11




CITY MANAGER'S PERFORMANCE REPORT                                   2                                                                    debra.stark@phoenix.gov
   City Manager's Performance Report                                                                                                                                April 2011



 Private Leverage of Bond Funds                                                                     $140.00

 Target: $2.00                     YTD:                    $59.67                                   $120.00




                                                                            City Investment Ratio
                                                                                                    $100.00
Goal:
 To maximize bond funds by increasing private fund match for                                             $80.00
 city-assisted projects
                                                                                                         $60.00
Target:
                                                                                                         $40.00
 $2.00 of private funds for $1.00 of city bond funds expended
Significance:                                                                                            $20.00
 By increasing the matching dollars, more historic buildings are
                                                                                                          $0.00
 returned to viable uses, and the local economy is stimulated
                                                                                                                  J   A     S     O   N    D       J        F       M   A   M   J
 through funds spent on labor and materials as well as increased
 tax revenues.                                                                                                                  YTD FY 09/10                    YTD FY 10/11




 Zoning Meetings Scheduled                                                                          25

 Target: 20 days                   Number of days            10.5
                                                                                                    20
                                                                           Number of Days
Goal:
                                                                                                    15
 Ensuring zoning pre-application meetings are scheduled in a
 timely manner
Target:                                                                                             10
 Meetings Scheduled within 20 days
                                                                                                     5
Significance:
 This target is critical, as applicants cannot formally submit their
 rezoning applications until a pre-application is held. A delay in                                   0
 scheduling the pre-application meeting impacts the entire                                                   J    A   S     O     N    D       J        F       M       A   M   J
 rezoning process.                                                                                                        FY 09/10                               FY 10/11



 Zoning Letters Completed                                                                           20

 Target: 15 days                   Number of days            9.1
                                                                                                    15
                                                                           Number of Days




Goal:
 Ensure zoning verification letters are completed in a timely
                                                                                                    10
 manner
Target:
 Letters completed within 15 days                                                                   5

Significance:
 The 15 working day completion target for zoning verifications                                      0
 letters is critical to the successful conclusion of real estate                                            J     A   S    O      N    D       J       F        M       A   M   J
 transactions, especially for out-of-state entities.
                                                                                                                      FY 09/10                                  FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                      3                                                                               debra.stark@phoenix.gov
Joseph G. Yahner, Acting Police Chief                                                                                                                                                        April 2011




 Police
Mission Statement                                                                                          Key Services
   The Phoenix Police Department is committed to providing the                                                 To provide efficient emergency response to calls
   citizens of Phoenix with quality and professional law enforcement                                           for service, as first responders. To provide quality
   services. Our vision is to make Phoenix the safest major city in the                                        criminal investigations, expand crime suppression
   nation.                                                                                                     efforts, and address traffic safety issues. To
                                                                                                               provide enhanced crime prevention and
                                                                                                               neighborhood security.




 Violent Crime Rate                                                                                       1,000
                                                                                                           900
 Target: 627 per 100,000          YTD Actual:               389                                            800




                                                                                     Violent Crime Rate
                                                                                                           700
Goal:                                                                                                      600
 To reduce the violent crime rate and enhance community safety
                                                                                                           500
Target:                                                                                                    400
 627 violent crimes per 100,000 persons
                                                                                                           300
Significance:                                                                                              200
 The target measures change in the overall rate of violent crime                                           100
 based on Uniform Crime Reporting (UCR) standards compared to
                                                                                                               0
 the average of the past 5 fiscal years, accounting for growth in the                                                    J       A         S        O        N     D         J     F     M      A      M      J
 population.                                                                5 Year Avg                                 57     111       165     220      270      321    373      419   470    522    577    627
                                                                            YTD FY 10/11                               40        80     120     162      204      244    281      312   350    389




 Property Crime Rate                                                                               8,000
                                                                                                   7,000
 Target: 5,021 per 100,000 YTD Actual:                     3,020
                                                                                                   6,000
                                                                             Property Crime Rate




                                                                                                   5,000
Goal:
                                                                                                   4,000
 To reduce the property crime rate and enhance community safety
                                                                                                   3,000
Target:
                                                                                                   2,000
 5,021 property crimes per 100,000 persons
                                                                                                   1,000
Significance:                                                                                              0
                                                                                                                   J         A         S        O        N        D      J        F      M      A      M      J
 The target measures change in the overall rate of property crime
                                                                            5 Year Avg                             422       845      1266     1711     2127     2558   3001     3382   3801   4203   4616   5021
 based on Uniform Crime Reporting (UCR) standards compared to
                                                                            YTD FY 10/11                           296       586      876      1180     1488     1816   2154     2436   2741   3020
 the average of the past 5 fiscal years, accounting for growth in the
 population.




                                           Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                                                                                                                         joseph.yahner@phoenix.gov
                                                                        1
   City Manager's Performance Report                                                                                                                         April 2011



 Arrests                                                                                                  70,000

                                                                                                          60,000
 Target: 47,816 arrests            YTD Arrests:             35,522
                                                                                                          50,000
                                                                                                                               40,421
Goal:
                                                                                                          40,000                                            35,522




                                                                                            Arrests
 To increase arrests with a focus on serious violent offenders
                                                                                                          30,000
Target:
 47,816 arrests                                                                                           20,000
Significance:
                                                                                                          10,000
 The Police Department is focusing on increasing arrests, with an
 emphasis on serious violent offenders, to enhance community                                                   0
 safety.                                                                                                                  YTD FY 09/10                  YTD FY 10/11




                                                                                                         8.0
 Response Time for Priority 1 Calls




                                                                              Response Time in Minutes
 Target: 5 minutes                 YTD Median:                N/A                                        6.0


Goal:
 To maintain a rapid response time to high priority calls                                                4.0

Target:
 Median response time of 5 minutes
                                                                                                         2.0
Significance:
 Rapid response time of 5 minutes to high priority calls is critical to
 meet the needs of the community for emergency response                                                                 N/A                                N/A
                                                                                                         0.0
 service.
                                                                                                                       YTD FY 10/11               Current Month FY 10/11




 Authorized Sworn Staffing
 Target: 3,552 positions           YTD Positions:           3,306
                                                                          Current Month FY
                                                                                                                                                              3,306
Goal:                                                                          10/11
 To increase staffing of sworn positions to meet departmental and
 community needs

Target:
 To maintain 3,552 or more sworn officer positions                        Current Month FY
                                                                                                                                                                 3,558
                                                                               09/10
Significance:
 Maintaining or increasing sworn staffing levels is necessary to
 meet workload and community needs.
                                                                                                                   0     500   1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                 joseph.yahner@phoenix.gov
                                                                          2
   City Manager's Performance Report                                                                                                                                  April 2011



 Authorized Civilan Staffing
 Target: 1,267 positions          YTD Positions:          1,188
                                                                           Current Month FY
                                                                                                                                                                  1,188
                                                                                10/11
Goal:
 To increase staffing of civilian positions to meet departmental and
 community needs

Target:                                                                    Current Month FY
 To maintain 1,267 or more civilian positions                                                                                                                       1,269
                                                                                09/10
Significance:
 Maintaining or increasing civilian staffing levels is necessary to
 meet workload and community needs.                                                                                 0       200       400   600   800   1,000 1,200 1,400 1,600 1,800




 Department Budget                                                                                       100%
                                                                                                         90%
 Target: 100%                     YTD Spending:            84%                                           80%



                                                                               Percent of Budget Spent
                                                                                                         70%
Goal:                                                                                                    60%
 To maintain annual spending levels within the appropriated budget                                       50%
                                                                                                         40%
Target:                                                                                                  30%
 Maintain 100% of annual spending levels                                                                 20%

Significance:                                                                                            10%
 Ensuring that department spending is within budget and financial                                         0%
 resources are being used appropriately by identifying cost savings                                             J       A         S     O    N    D     J     F   M       A   M   J
 measures within the department budget.                                                                                                            FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                        joseph.yahner@phoenix.gov
                                                                       3
Gary Kula, Director                                                                                                                                      April 2011




 Public Defender
Mission Statement                                                                                         Key Services
   To provide legal services to indigent individuals charged with                                             Legal representation in the trial court and jail
   criminal misdemeanor offenses committed in the city of Phoenix                                             court.




 Arraignment Court Legal Services
 Target: 3,120                  YTD Contacts:           3,295                                          600
                                                                          Number of Client Contacts
Goal:                                                                                                  500
 Provide legal advice, counselling,      and representation      in
 Arraignment Court                                                                                     400

Target:                                                                                                300
 3,120 annual Arraignment Court contacts. 12 client contacts per
 Court/business day                                                                                    200

Significance:                                                                                          100
 Legal assistance and intervention at early stages of the criminal
 justice process improves customer service by providing                                                  0
 customers with critical case information at an earlier time than                                             J    A   S   O   N      D   J     F   M     A    M   J
 currently provided.
                                                                                                                           FY 09/10           FY 10/11




 Assignment of Cases                                                                                   1600

                                                                                                       1400
 Target: 12,960                 YTD Assigned:           11,416
                                                                                                       1200
Goal:                                                                                                  1000
                                                                                      Cases Assigned




 Provide legal representation to individuals determined by the
 Court and the Public Defender Eligibility Office to be indigent                                       800

                                                                                                       600
Target:
                                                                                                       400
 12,960 annual assignments
Significance:                                                                                          200
 Tracks the number of case assignments to each attorney for                                              0
 purposes of monitoring compliance with contractual and legal                                                  J   A   S   O   N      D   J     F    M     A   M   J
 standards.
                                                                                                                           FY 09/10                 FY 10/11




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                     1                                                                         gary.kula@phoenix.gov
Toni Maccarone, Director                                                                                                                                                                 April 2011




 Public Information Office
Mission Statement                                                                                                     Key Services
   Provide dynamic, creative and comprehensive communication                                                              Internal and external communication, PHX11 city
   services to our internal and external customers. We are dedicated                                                      television, know99 Youth and Education channel,
   to providing valuable information to our diverse community.                                                            phoenix.gov      website    and      emergency
                                                                                                                          communication.




                                                                                                                  100%
 News Release Media Coverage
                                                                                                                   90%



                                                                                      Percent of Media Coverage
                                                                                                                   80%
 Target: 75%                    YTD Percent:             81%                                                       70%
                                                                                                                   60%
Goal:                                                                                                              50%
 Provide proactive information through news releases                                                               40%
Target:                                                                                                            30%
 Generate media coverage from 75% or more of news releases                                                         20%
                                                                                                                   10%
Significance:                                                                                                       0%
 Daily news releases are distributed to media outlets, e-mailed to                                                           J   A    S     O       N        D        J        F      M    A    M   J
 a listserv, and posted on phoenix.gov. Media coverage for a             FY 09/10                                          77% 70% 58% 70% 63% 86% 83% 81% 82% 95% 86% 93%
 high percentage of the approximately 400 news releases per              FY 10/11                                          88% 89% 91% 90% 78% 89% 61% 75% 73% 79%
 year spreads timely information to the public. Media may                10/11 Releases                                     33   27   35    39      37       19       36       28     40   34
 choose not to run certain stories.



 PHX11 Television Programming                                                                               50


 Target: 20 programs            YTD Average:              24                                                40
                                                                          PHX11 Programs




Goal:                                                                                                       30
 Produce timely, informative television programming on Phoenix
 events, issues and policies                                                                                20
Target:
 Air at least 20 new programs per month produced by PHX11                                                   10

Significance:
 PHX11 produces and airs City Council meetings, the Mayor's                                                       0
 Phoenix Rising, City Councilmember On the Issues, Everything                                                         J      A    S    O        N        D        J        F         M     A    M   J
 Phoenix, DiverseCity, city news conferences and other PHX11                                                                              FY 09/10                                  FY 10/11
 shows directly for viewers in 320,000 Phoenix households. Live
 and archived programming also are available to a worldwide
 audience on the web at phoenix.gov/video.




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                                            toni.maccarone@phoenix.gov
   City Manager's Performance Report                                                                                                                                                  April 2011



 Electronic News Release Distribution                                                                     100%
                                                                                                           90%
 Target: 90%                     YTD Percent:             93%                                              80%
                                                                                                           70%
Goal:




                                                                                         Percent Timely
                                                                                                           60%
 Provide timely information through phoenix.gov and internal and
 external daily e-mails of city news                                                                       50%
                                                                                                           40%
Target:                                                                                                    30%
 Distribute city news to stakeholders by 5 p.m. daily at least 90
                                                                                                           20%
 percent of the time
                                                                                                           10%
Significance:                                                                                               0%
 Daily distribution of news releases to residents and city                                                         J           A        S     O N             D        J       F M A             M     J
 employees provides wide access to timely, useful information.
                                                                                                                                            FY 09/10                            FY 10/11
 Releases are posted on phoenix.gov, e-mailed to an internal
 distribution list and distributed to more than 3,000 residents
 through a listserv. Technical factors sometimes can delay the e-
 mails/web postings until shortly after 5 p.m.


 City Photography Customer Satisfaction                                                                      5.5
                                                                                                             5.0
                                                                                                             4.5
 Target: 4.0                     YTD Average:              4.9                                               4.0
                                                                                                             3.5
                                                                             Satisfaction
                                                                                                             3.0
Goal:
                                                                                                             2.5
 Provide quality, efficient photography service                                                              2.0
Target:                                                                                                      1.5
                                                                                                             1.0
 Achieve average customer satisfaction of at least 4.0 out of 5.0                                            0.5
Significance:                                                                                                0.0
                                                                                                                           J       A        S     O     N         D        J    F    M     A     M     J
 Survey results provide ongoing, effective feedback on the                                       FY 09/10               5.0        5.0      5.0   5.0   5.0   5.0       5.0    4.9   5.0   4.8   5.0   4.8
 approximately 200 shoots per year that the city photographers                                                          5.0        5.0      5.0   4.9   5.0   4.3       4.9    5.0   4.8   4.8
                                                                                                 FY 10/11
 conduct.
                                                                                                 10/11 Shoots           10         13       10    15    14    10        12     14    16    28




 Public E-mail Response                                                                                    100%
                                                                                                            90%
 Target: 90%                     YTD Percent:             98%                                               80%
                                                                                                            70%
                                                                        Percent Timely




Goal:                                                                                                       60%
 Respond to or refer e-mails received from the public                                                       50%
                                                                                                            40%
Target:                                                                                                     30%
 Provide 90% or better same business day response/referral for                                              20%
 all e-mails received
                                                                                                            10%
Significance:                                                                                                0%
                                                                                                                       J           A        S     O     N     D         J      F     M     A     M     J
 Same-day turnaround for approximately 200 monthly public e-                                                       95% 100%100%100% 94% 100% 95% 100%100%100%100%100%
                                                                                          FY 09/10
 mails ensures that the public receives prompt responses to
                                                                                          FY 10/11                 100%100%100%100% 95% 95% 100%100% 95% 95%
 questions. Rare scheduling situations could lead to a short
                                                                                          10/11 E-mails                257 166 139 176 158 140 164 148 165 176
 response delay.




CITY MANAGER'S PERFORMANCE REPORT                                   2                                                                                                 toni.maccarone@phoenix.gov
   City Manager's Performance Report                                                                                                                      April 2011



 Media Public Records Response                                                                 18
                                                                                               16
 Target: 10 days                YTD Average:             3.7                                   14




                                                                        Response Time (days)
                                                                                               12
Goal:
                                                                                               10
 Provide a timely response to media requesting public records
                                                                                                8
Target:
 Provide records on average within 10 business days                                             6
                                                                                                4
Significance:
 Following Arizona’s Public Records Law, PIO forwards media                                     2
 public records requests promptly to the appropriate                                            0
 departments. PIO acknowledges receipt of the request within 24
                                                                                                        J       A       S       O N D       J       F    M A M     J
 hours. Departments forward the records to PIO or directly to the
                                                                                                                                FY 09/10                FY 10/11
 requesters, sometimes beyond PIO’s control. PIO will provide
 ongoing training for city departments.


 City Connection Electronic Views                                                              8,000
                                                                                               7,000
 Target: 4,500 page views YTD Average:                  4,861
                                                                                               6,000
Goal:                                                                                          5,000
 Provide timely and useful information to city employees through        Page Views
                                                                                               4,000
 the weekly City Connection internal newsletter
                                                                                               3,000
Target:
 Receive an average of 4,500 or more electronic views of City                                  2,000
 Connection per issue                                                                          1,000
Significance:                                                                                       0
 City Connection is the weekly, citywide communication tool                                                 J       A       S    O N D          J   F    M A M     J
 made available online to all employees. Monitoring page views                                                                   FY 09/10               FY 10/11
 can help gauge interest and show what topics spur increased
 readership.




CITY MANAGER'S PERFORMANCE REPORT                                   3                                                                       toni.maccarone@phoenix.gov
Debbie Cotton, Director                                                                                                                                               April 2011




 Public Transit
Mission Statement                                                                                                     Key Services
   Each day, we strive toward improving and expanding quality transit                                                  Local bus, neighborhood circulators, business
   service; serving our customers; supporting a diverse community;                                                     circulator (DASH), commuter bus (RAPID and
   carefully managing our resources; performing as a team; and                                                         Express), paratransit (Dial-a-Ride) and senior
   working toward a better future.                                                                                     centers (Reserve-a-Ride), and light rail services.
                                                                                                                       Passenger facilities include park-and-ride lots,
                                                                                                                       bus bays, passengers shelters and transit
                                                                                                                       centers.




 Annual Ridership (Boardings)
                                                                                                                55
 Target: 43 million           YTD (In Millions):     31.33                                                      50
                                                                                                                45
                                                                        Boardings (In Millions)
                                                                                                                40
Goal:                                                                                                                              32.431
                                                                                                                35                                               31.326
 To maintain overall ridership with growth in new or underused
                                                                                                                30
 routes and services
                                                                                                                25
Target:                                                                                                         20
 43 million boardings                                                                                           15
Significance:                                                                                                   10
 Annual ridership is the industry measure of passenger use.                                                      5
 Ridership is counted by boardings.                                                                              0
                                                                                                                               April 2010                       April 2011




                                                                                                                    100%
 Bus On-Time Performance
                                                                                                                    90%
                                                                                                                    80%
 Target: 90%                  YTD Average:           94%
                                                                                                                    70%
                                                                                                  Percent On Time




                                                                                                                    60%
Goal:
                                                                                                                    50%
 To provide on-time performance
                                                                                                                    40%
Target:                                                                                                             30%
 90% on time                                                                                                        20%
Significance:                                                                                                       10%
 The department strives for 100% on-time performance; but                                                            0%
 accidents, traffic congestion, and passenger load can have an                                                             J   A     S      O   N   D   J   F     M    A     M   J
 impact on a bus’s schedule.                                                                                                         FY 09/10                FY 10/11




                                      Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                1                                                                                      debbie.cotton@phoenix.gov
   City Manager's Performance Report                                                                                                                 April 2011


                                                                                               100%
 Dial-a-Ride (ADA) On-Time Performance                                                         90%

                                                                                               80%
 Target: 90%                     YTD Average:            95%




                                                                          Percent On Time
                                                                                               70%

                                                                                               60%
Goal:
                                                                                               50%
 To provide on-time performance
                                                                                               40%
Target:                                                                                        30%
 90% on time                                                                                   20%

Significance:                                                                                  10%
 The department strives for 100% on-time performance; but                                       0%
 accidents, traffic congestion, and passenger load can have an                                        J   A   S     O    N     D   J      F      M       A   M   J

 impact on a van’s schedule.                                                                                        FY 09/10                    FY 10/11




 Farebox Recovery Rate
                                                                                               40%
 Target: 25%                     YTD Average:           31.5%                                  35%
                                                                                               30%

                                                                         Recovery Rate
Goal:
                                                                                               25%
 To consistently maintain the target farebox recovery rate
                                                                                               20%
Target:
                                                                                               15%
 25% recovery rate
                                                                                               10%
Significance:
 A 25% farebox recovery is an accepted industry standard.                                       5%
 Phoenix and the regional partners have agreed to maintain that                                 0%
 same percentage for the overall regional transit system. This                                        J   A   S     O    N     D   J      F      M    A      M   J
 means, on average, a passenger pays for 25% of the cost of a
 trip – this does not include capital investment.                                                                  FY 09/10                    FY 10/11




 Bus Boardings Per Mile
 Target: 2.5 boardings           YTD Average:                2.2                                3.5

Goal:                                                                                           3.0
 To plan and operate bus routes to maintain or increase the
                                                                          Boardings Per Mile




 average number of passengers carried per mile                                                  2.5

Target:                                                                                         2.0
 2.5 boardings per mile
Significance:                                                                                   1.5
 Currently, Phoenix maintains one of the highest per mile
 averages in the regional transit system. It signifies best use of                              1.0
 our buses to respond to the growing demand of customers. To
                                                                                                0.5
 maintain or maximize this average, effective transit planning
 would target areas of high demand.                                                                   J   A   S     O    N     D   J     F       M    A      M   J

                                                                                                                  FY 09/10                    FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                    2                                                                 debbie.cotton@phoenix.gov
   City Manager's Performance Report                                                                                                                                               April 2011



 Light Rail Average Weekday Boardings
                                                                                                          50,000
 Target: 27,000                  Actual YTD:         39,232
                                                                                                          45,000

Goal:                                                                                                     40,000
 To maintain or increase overall ridership                                                                35,000




                                                                        Boardings
                                                                                                          30,000
                                                                                                          25,000
Target:
 27,000 boardings per month                                                                               20,000
                                                                                                          15,000
Significance:
                                                                                                          10,000
 Annual ridership is the industry measure of passenger use.
 Ridership is counted by boardings. Light Rail began operating in                                          5,000
 January of 2009.                                                                                                0
                                                                                                                             J       A       S        O   N   D   J      F     M    A    M   J

                                                                                                                                                 FY 09/10                    FY 10/11


 Light Rail On Time Performance                                                                           100%
                                                                                                           90%
 Target: 95%                     Actual YTD:         97%                                                   80%
                                                                                                           70%
Goal:                                                                                   Percent On Time    60%
 To provide on-time performance                                                                            50%
                                                                                                           40%
                                                                                                           30%
Target:
                                                                                                           20%
 95% on time
                                                                                                           10%
Significance:                                                                                               0%
 The department (through METRO) strives for 100% on-time                                                                 J       A       S         O      N   D   J      F     M    A    M   J
 performance; but accidents, traffic signal timing, and passenger                                                                            FY 09/10                        FY 10/11
 load can impact a train's schedule. Light Rail began operating
 in January of 2009. (On-time performance was not recorded for
 January - March 2009 per contract).


 Reserve-a-Ride: Passengers per
 Revenue Hour                                                                                             10.0
                                                                           Passengers per Revenue Hour




                                                                                                           9.0
 Target: 10                      YTD average:        3.9
                                                                                                           8.0
                                                                                                           7.0
Goal:
                                                                                                           6.0
 Reserve-a-Ride: Passengers per Revenue Hour
                                                                                                           5.0
Target:                                                                                                    4.0
 10 passengers per revenue hour                                                                            3.0
Significance:                                                                                              2.0
 Provide the Human Services Department with transport service                                              1.0
 that enables senior Phoenix residence to attend Senior Center                                             0.0
 activities.                                                                                                         J           A       S        O       N   D   J     F      M    A    M   J
                                                                                                                                                  FY 09/10                    FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                   3                                                                                                 debbie.cotton@phoenix.gov
Neil Mann, Director                                                                                                                                              April 2011




 Public Works
Mission Statement                                                                                                  Key Services
   The Public Works Department is committed to providing the highest                                                    Solid waste services, facility maintenance, fleet
   quality of timely, cost-effective, environmentally, and diversity                                                    management and Engineering and Architectural
   sensitive management of solid waste, equipment, facilities, and                                                      Services.
   energy programs.




 Call Center Queue Wait Time
                                                                                                                 100%



                                                                             Percent Answered Within 3 Minutes
 Target: 80%                      YTD Average:             84%                                                    90%
                                                                                                                  80%
                                                                                                                  70%
Goal:
                                                                                                                  60%
 To ensure telephone calls to the Solid Waste Customer Service
 Call Center are answered in a timely manner                                                                      50%
                                                                                                                  40%
Target:                                                                                                           30%
 80% of calls answered in 3 minutes or less                                                                       20%
Significance:                                                                                                     10%
 The Call Center regularly receives over 8,000 calls per month.                                                    0%
 The 3 minutes or less standard was established to maximize                                                               J   A   S    O   N     D   J     F     M   A      M   J
 customer service and efficiency. Peak call periods may result in                                                                       FY 09/10                 FY 10/11
 longer times.




 Refuse and Recycling Collection Misses
                                                                                                                 2.0%
                                                                            Percent of Missed Collections




 Target: 0.59% max                YTD Percent:            0.15%
                                                                                                                 1.5%
Goal:
 To limit the number of solid waste refuse/recycling collection
 misses                                                                                                          1.0%

Target:
                                                                                                                 0.5%
 Not more than 0.59% of misses on average, for all service areas
Significance:
                                                                                                                 0.0%
 The number of collection misses is one component of a collection
                                                                                                                         J    A   S    O   N     D   J    F      M    A     M   J
 contractor's (city or private) monthly contract performance
                                                                                                                                      FY 09/10                 FY 10/11
 evaluation. The number of monthly misses allowed per service
 area is a fraction of the total number of living units in each area.




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                                                                                                        neil.mann@phoenix.gov
                                                                        1
   City Manager's Performance Report                                                                                                                                                                                    April 2011



 Emergency Facilities Response Time                                                                          3:00




                                                                             Average Time in Hours/Minutes
 Target: 2.5 hours                YTD Average:             0:50
                                                                                                             2:00
Goal:
 To provide timely emergency facilities repair response to
 downtown and outlying facilities
                                                                                                             1:00
Target:
 Be on-scene in 2.5 hours or less
Significance:
                                                                                                             0:00
 The response standard seeks to minimize facility and/or
                                                                                                                                                      J       A       S       O       N       D       J        F        M     A   M    J
 equipment damage and down time at downtown & outlying
 facilities with a timely, on-scene staff response. Staffing levels                                                                                                           FY 09/10                                 FY 10/11
 may impact response times. (The municipal/ICMA standard is 4
 hours or less.)




 Quick Lube Turnaround Time                                                                                                                    3:00




                                                                                                             Average Turnaround Time (Hours)
 Target: 2 hours                  YTD Average:             1:14
                                                                                                                                               2:00
Goal:
 To ensure timely light duty quick lube service
Target:
                                                                                                                                               1:00
 2 hours or less
Significance:
 Efficient light duty quick lube service minimizes vehicle downtime
 and service disruption. Program developed to keep turnaround                                                                                  0:00
 times under 2 hours.                                                                                                                                     J       A       S       O       N       D       J        F     M    A   M    J
                                                                                                                                                                                      FY 09/10                              FY 10/11




 Vehicles Using Alternative/Clean Fuels
                                                                                                             50%
 Target: 30%                      YTD Average:             44%
                                                                                                             40%
Goal:
                                                                            Percent of Fleet




 To increase the percentage of vehicles utilizing alternative/ clean-                                        30%
 fuel in the Public Works fleet

Target:                                                                                                      20%
 30% or greater of the Public Works fleet
                                                                                                             10%
Significance:
 Public Works is committed to diversifying its use of alternative/
 clean fuel by increasing the number of vehicles in the Public                                                          0%
 Works fleet utilizing alternative/clean fuel.                                                                                                        J       A       S       O       N       D       J        F        M     A   M    J
                                                                                                                                                                              FY 09/10                                 FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                                                                             neil.mann@phoenix.gov
                                                                        2
   City Manager's Performance Report                                                                                                                             April 2011



 Alternative/Clean Fuel Used
                                                                                                  100%
 Target: 50%                      YTD Percent:              52%                                    90%
                                                                                                   80%
                                                                                                   70%




                                                                               Percent of Fleet
Goal:
 To maximize the total quantity of alternative/clean fuels used in                                 60%
 the Public Works fleet                                                                            50%
                                                                                                   40%
Target:
                                                                                                   30%
 50% of total fuel used by Public Works fleet
                                                                                                   20%
Significance:                                                                                      10%
 Many vehicles are capable of using either petroleum or                                             0%
 alternative/ clean fuels. This measure seeks to ensure
                                                                                                             J       A       S    O    N     D       J     F     M    A    M   J
 alternative/clean fuels are being used in alternative/clean fuel-
                                                                                                                                  FY 09/10                      FY 10/11
 capable fleet vehicles. In November 2007, B20 Bio-diesel was
 introduced into the Public Works fleet.




 Annual SBE Participation Goal                                                                    10%
                                                                                                  9%
 Target: 8.4%                     YTD Percent:               7%                                   8%
                                                                               SBE Percentage     7%
Goal:                                                                                             6%
 To ensure participation of SBE firms in CIP projects                                             5%
Target:                                                                                           4%
  8.4% of CIP Construction dollars go to SBE Firms                                                3%
Significance:                                                                                     2%
 The cumulative monthly tracking of the goal is significant because                               1%
 it monitors the participation of SBE firms on city CIP projects.                                 0%
 EAS needs to ensure these firms are provided the opportunity to                                         J       A       S       O    N      D   J        F     M    A     M   J
 participate in the CIP program.                                                                                                 YTD FY 09/10                  YTD FY 10/11




 Procurement Process Turnaround Times
                                                                                                  100%
 Target: 90%                      YTD Percent:              86%                                   90%
                                                                                                  80%
                                                                                                  70%
                                                                          Percent Timely




Goal:
                                                                                                  60%
 To ensure timely processing of procurement actions from
 advertisement to Council award                                                                   50%
                                                                                                  40%
Target:                                                                                           30%
 Process 90% of the contract procurement actions within 150                                       20%
 calendar days                                                                                    10%
                                                                                                   0%
Significance:
                                                                                                             J   A       S        O   N    D     J        F      M    A    M   J
 Tracking these customer services will ensure the EAS contract
                                                                                                                                  FY 09/10                    FY 10/11
 section is meeting our client department needs. Tracking of this
 measure starts from procurement advertisement to Council
 award.




CITY MANAGER'S PERFORMANCE REPORT                                                                                                                        neil.mann@phoenix.gov
                                                                      3
Donna Buelow, Retirement Administrator                                                                                                        April 2011




 Retirement Systems
Mission Statement                                                                                   Key Services
   COPERS is dedicated to educating and assisting all past, current,                                 Financial and customer services, and training
   and future employees enabling them to make informed decisions
   concerning their retirement options. Our pledge is to provide
   comprehensive information and exceptional customer service.




 Overall Member Satisfaction Survey                                                           4.0


 Target: 3.6 rating             YTD Average:               3.9
                                                                                              3.0
                                                                     Satisfaction Rating


Goal:
 To ensure customer satisfaction with delivered services
                                                                                              2.0
Target:
 3.6 out of 4.0 (4.0 highest)
Significance:                                                                                 1.0
 Retirement offers a variety of services such as retirement
 counseling, refunds, and service purchases. The surveys
 provide information on areas for improvement.                                                0.0
                                                                                                      QTR 1         QTR 2         QTR 3          QTR 4

                                                                                                                   FY 09/10        FY 10/11




 Success of Educational Class                                                                 4.0

 Target: 3.6 rating             YTD Average:               3.8
                                                                        Satisfaction Rating




                                                                                              3.0

Goal:
 To educate employees on retirement process and benefits                                      2.0
Target:
 3.6 out of 4.0 (4.0 highest)
                                                                                              1.0
Significance:
 To enable employees to make informed decisions concerning
 their retirement options.                                                                    0.0
                                                                                                      QTR 1         QTR 2         QTR 3          QTR 4
                                                                                                                    FY 09/10       FY 10/11




                                          Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                1                                                                donna.buelow@phoenix.gov
Wylie Bearup, PE, PhD, Interim Director                                                                                                                   April 2011




 Street Transportation
Mission Statement                                                                                   Key Services
   The Street Transportation Department plans and provides for the                                    Our mission is accomplished by responding to
   safe, efficient and convenient movement of people and goods on                                     transportation needs in relation to street capital
   city streets.                                                                                      improvement planning, street maintenance and
                                                                                                      pavement management, traffic engineering,
                                                                                                      traffic signal construction and maintenance, and
                                                                                                      traffic safety coordination.




 Street Maintenance Rapid Response
                                                                                                    100%

 Target: 95%                    YTD Percent:             97%
                                                                                                    90%
                                                                         Percent Timely
Goal:
 To protect the public and facilitate traffic flow by providing an                                  80%
 immediate response to urgent maintenance requests
                                                                                                    70%
Target:
 To complete 95% of Rapid Response requests within 24 hours
                                                                                                    60%
Significance:                                                                                                J       A       S       O   N   D   J    F   M   A   M    J
 Rapid Response requests involve addressing urgent issues                FY 09/10 % 98 97 95 99 100 98 95 97 99 99 99 98
 such as obstructions in the roadway, potholes on major streets,         FY 10/11 % 98 98 95 99 97 96 97 99 99 96
 or tripping hazards on sidewalks. Addressing these requests is
                                                                         Requests                           424 600 751 479 718 426 435 455 441 463
 vital to facilitating traffic flow and protecting the public.




 Routine Street Maintenance Requests                                                                 100%

 Target: 85%                    YTD Average:             89%                                          90%

Goal:
                                                                                   Percent Timely




                                                                                                      80%
 To provide service to public by responding to routine service
 requests in a timely manner
                                                                                                      70%
Target:
 Complete 85% of routine requests within target of 2-21 days
                                                                                                      60%
Significance:                                                                                                    J       A       S   O   N   D    J   F   M   A   M    J
 Routine requests for maintenance include issues such as                           FY 09/10 %                    84 82 79 89 89 89 90 88 84 87 89 82
 asphalt/concrete repairs and weeds/trash removal in the
                                                                                   FY 10/11 %                    88 93 91 91 90 87 82 86 88 89
 unimproved right-of-way. Target for these requests can be from
                                                                                   Requests                  450 451 679 435 691 372 437 425 370 415
 2-21 days depending upon the type of work.




                                        Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                    1                                                                           wylie.bearup@phoenix.gov
   City Manager's Performance Report                                                                                                                                     April 2011



 Traffic Signal Controllers                                                                 100%
                                                                                                   90%
 Target: 100%                        YTD Percent:           87%                                    80%
                                                                                                   70%




                                                                           Percent Timely
Goal:                                                                                              60%
 Perform preventative maintenance on traffic signal control                                        50%
 equipment                                                                                         40%
Target:                                                                                            30%
 Inspect    all   traffic   signal     control   cabinets   annually                               20%

Significance:                                                                                      10%
 In order to ensure operational functionality and public safety,                                             0%
 traffic signal control equipment must be inspected annually.                                                         J       A        S  O    N    D        J    F   M    A     M   J
 There are currently approximately 1,000 signalized intersections.                                                                      YTD FY 09/10             YTD FY 10/11




 Routine Traffic Operation Requests                                                                                   100%


 Target: 95%                         YTD Percent:           97%                                                       90%



                                                                                            Percent Timely
Goal:                                                                                                                 80%
 To provide service to public by responding to routine Traffic
 Operation service requests in a timely manner                                                                        70%
Target:
 To complete 95% of all requests for service within 30 days                                                           60%
                                                                                                                                   J     A   S   O   N   D       J   F   M   A   M   J
Significance:
                                                                                                             FY 09/10 % 97 96 98 97 91 93 97 99 98 97 97 89
 Addressing traffic operation service requests within 30 days
                                                                                                             FY 10/11 % 99 100 98 91 93 98 97 98 97 96
 insures that public expectations are met. These requests can
 include parking restrictions, speeding concerns, or visibility                                              Requests             528 452 596 636 520 433 356 549 697 445
 issues.




 Construction Project Complaints or                                                                5
 Inquiries
                                                                                                   4
 Target: 2 Days                      YTD Average:           1 day
                                                                                                   3
Goal:
                                                                                   Days




 To provide service to the public by responding to construction
                                                                                                   2
 project updates, requests, and complaints

Target:                                                                                            1
 Respond to all requests or complaints within 2 working days
Significance:                                                                                      0
 Requests include project status, completion schedules, noise                                                     J       A       S      O    N    D     J       F   M   A    M      J
 complaints, street closure inquiries, and other project issues.                                                                             FY 09/10                FY 10/11
 Timely responses on requests for information or complaints are
 crucial in order to maintain an appropriate level of customer
 service.




CITY MANAGER'S PERFORMANCE REPORT                                      2                                                                                     wylie.bearup@phoenix.gov
   City Manager's Performance Report                                                                                                                                April 2011



 Response to Street Light Requests                                                           10

 Target: 5 days                  YTD Average:             1 day                              8




                                                                          Average Days
Goal:                                                                                        6
 Provide service to the public by reviewing and responding to
 requests for new street lights in a timely manner
                                                                                             4
Target:
 Review and Respond within 5 working days on status of request                               2

Significance:
                                                                                             0
 In order to provide effective customer service, citizens must be
                                                                                                    J        A       S     O    N       D       J       F   M    A             M   J
 notified in a timely manner of the status of requests. It may also
                                                                                                                         FY 09/10                       FY 10/11
 be necessary for the citizen to provide follow-up information in
 order to complete the request. No requests for street lights were
 received during the months with "0" days indicated.



 Plan Review Turnaround Times
                                                                                             100%

 Target: 90%                     YTD Average:              97%                                95%
                                                                                              90%
Goal:                                                                       Percent Timely    85%
 To ensure timely utility plan reviews                                                        80%

Target:                                                                                       75%
 Complete 90% of utility plan reviews within 10 working days                                  70%
Significance:                                                                                 65%
 Tracking this data will help assess workload distribution and                                60%
 staffing needs, as well as ensuring the needs of our external                                           J       A       S     O    N       D       J       F      M   A       M   J
 partners (utilities companies) are met. This measure ensures                                                                FY 09/10                           FY 10/11
 timely turnaround times in the Utility Section.




 Sign and Paint Shop Production                                                                         100%

 Target: 85%                     YTD Percent:              84%
                                                                                                        90%
                                                                          Percent Timely




Goal:
                                                                                                        80%
 Sign and Paint Shop Production
Target:                                                                                                 70%
 To complete 85% of all requests for service within 45 days
Significance:                                                                                           60%
                                                                                                                     J    A    S    O   N       D       J       F   M      A   M   J
 Timely response to requests for new signs, signs maintained,
                                                                                              FY 09/10%          76 76 89 91 89 90 88 95 90 89 93 94
 crosswalks maintained/installed, etc.
 is vital to insure the safe and efficient flow of vehicular and                              FY 10/11 %         79 70 78 94 96 88 75 85 88 88
 pedestrian traffic.                                                                          Requests           484 453 308 406 339 468 395 406 615 379




CITY MANAGER'S PERFORMANCE REPORT                                     3                                                                             wylie.bearup@phoenix.gov
Barbara Glaus, Acting Director                                                                                                                                      April 2011




 Water Services
Mission Statement                                                                                     Key Services
   To provide high quality, reliable and cost effective water services                                  Provide water service and treat wastewater
   that meet public needs and maintain public support.




 Water Main Breaks/Leaks                                                                         40

 Target: 360 max                YTD Leaks:              168                                      35

                                                                        Number of Breaks/Leaks   30
Goal:
                                                                                                 25
 Ensure good maintenance of water mains and reduce water
 waste                                                                                           20

Target:                                                                                          15
 Less than 30 per month / less than 360 per year                                                 10
Significance:
                                                                                                 5
 The national average is 40 leaks per 100 miles of water mains.
 However, our department maintains a standard of no more than                                    0
 30 per 100 miles. Keeping track of this measure will help staff                                        J       A       S       O    N     D   J       F        M     A   M   J
 better manage the distribution system.
                                                                                                                                FY 09/10                       FY 10/11




 Waterline Leaks Repaired                                                                        100%

 Target: 95%                    YTD Average:           97%
                                                                                                  90%
                                                                       Number of Repairs




Goal:
 Reduce water waste
                                                                                                  80%
Target:
 95% repaired within 48 hours of identification of underground
 utilities                                                                                        70%

Significance:
 To ensure the city does its best effort to reduce lost water                                     60%
 through leak repairs. All water leaks included in this measure                                             J       A       S       O N D          J       F    M A       M   J
 are prioritized by severity.
                                                                                                                                    FY 09/10                   FY 10/11




                                       Visit us on the web at phoenix.gov
CITY MANAGER'S PERFORMANCE REPORT                                  1                                                                                   neil.mann@phoenix.gov
   City Manager's Performance Report                                                                                                                                               April 2011



 Miles of Sewer Cleaned
                                                                                                                             40%
 Target: 14%                     YTD Percent:             28%




                                                                         Percent Sewer System Cleaned
                                                                                                                             35%

Goal:                                                                                                                        30%
 Minimize sanitary sewer overflows                                                                                           25%
Target:                                                                                                                      20%
 14% of sewer system cleaned every year (98% every 7 years)
                                                                                                                             15%
Significance:
                                                                                                                             10%
 Necessary measure of preventative maintenance that allows the
 city to comply with sewage related regulatory guidelines                                                                     5%
 established by EPA. The goal is to clean the entire sewer                                                                    0%
 system once every seven years.                                                                                                        J       A   S    O     N   D    J    F     M   A    M    J
                                                                                                                                                       Actual FY 09/10          YTD FY 10/11



 Sanitary Sewer Overflows
                                                                                                                             2.0




                                                                                                   Overflows Per 100 Miles
 Target: 1.5                     YTD Actual:          0.86
                                                                                                                             1.5
Goal:
 Minimize sanitary sewer overflows
                                                                                                                             1.0
Target:
 No more than 1.5 Sanitary Sewer Overflows per 100 miles each
 month
                                                                                                                             0.5
Significance:
 This indicator measures how effective our sewer maintenance
                                                                                                                             0.0
 program works.
                                                                                                                                   J       A       S   O     N    D    J   F     M     A   M    J
                                                                                                                                                            FY 09/10                 FY 10/11




 Effectiveness of Water Treatment
 Target: 95%                     YTD Actual:          100%
                                                                                                           100%
                                                                              Percent Within Target




Goal:
 To ensure that water quality is kept at a very high standard
                                                                                                                         95%
Target:
 95% of all turbidity measurements must be less than or equal to
 .3 NTU*                                                                                                                 90%

Significance:
 This is a critical indicator of whether the WSD is meeting                                                              85%
 regulatory guidelines for treated drinking water. *NTU is a
 measure of the clarity of drinking water and the effectiveness of
 water treatment.                                                                                                        80%
                                                                                                                                   J       A       S    O    N    D    J    F    M     A   M    J

                                                                                                                                                       FY 09/10                 FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                                    2                                                                                                     neil.mann@phoenix.gov
   City Manager's Performance Report                                                                                                                April 2011



 Meter Reading Errors                                                                                  1.0%
                                                                                                       0.9%
 Target: 1.0%                  YTD Average:         0.03%
                                                                                                       0.8%
                                                                                                       0.7%




                                                                                      Reading Errors
Goal:
 Keep meter reading errors at a minimum                                                                0.6%
                                                                                                       0.5%
Target:
                                                                                                       0.4%
 No greater than 1.0 percent
                                                                                                       0.3%
Significance:                                                                                          0.2%
 This measures the efficiency of our meter reading process.
                                                                                                       0.1%
                                                                                                       0.0%
                                                                                                              J   A   S     O   N     D   J    F   M      A   M   J
                                                                                                                          FY 09/10            FY 10/11




 Response Time to Customer Calls
                                                                                                       100%




                                                                  Percent Answered Within 2 Minutes
 Target: 90%                   YTD Percent:         21%                                                90%
                                                                                                       80%
Goal:                                                                                                  70%
 Timely response to customer calls
                                                                                                       60%
Target:                                                                                                50%
 90% of calls answered within 2 minutes                                                                40%
Significance:                                                                                          30%
 This measures the speed at which customers can receive                                                20%
 assistance from call center staff.                                                                    10%
                                                                                                        0%
                                                                                                              J   A   S    O    N     D   J    F   M      A   M   J

                                                                                                                           FY 09/10            FY 10/11




CITY MANAGER'S PERFORMANCE REPORT                             3                                                                               neil.mann@phoenix.gov

				
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