MEMORANDUM TO: FROM: DATE: SUBJECT: Mayor and Council Jesus Garza, City Manager August 15, 2000 Community Scorecard
In June of 1997 the City of Austin published the first “Community Scorecard”, an attempt to summarize some of the most significant information available to us on our community. That Scorecard was organized around the Council Priorities: Public Safety; Youth, Family and Neighborhood Vitality; Sustainable Community; and Affordability. It also included some overall benchmarks that were chosen to reflect the livability of our community and to track those over time. Since that report, a great deal has happened. The City of Austin has developed a methodology for identifying and focusing on results through business planning. Our Annual Budget has been completely revised based on programs and the results they are intended to achieve. And we have been recognized nationally for our efforts to manage for results – service delivery to the citizens of Austin. In addition we have been a supportive partner to national efforts to develop comparative information about the services cities deliver, through the International City/County Management Association Center for Performance Measurement, the Governmental Accounting Standards Board and the National Partnership for Reinventing Government. At the local level we have supported the development of the Sustainability Indicators Project of Hays, Travis and Williamson counties, a group of citizens who have dedicated their time and resources to producing an annual report on the economic, environmental and social health of the Central Texas Region – “Central Texas 2000”. This second edition of the “Community Scorecard” reflects all of those efforts. Because of the work of the Sustainability Indicators Project, we no longer need to include community benchmarks in our Scorecard and instead will include that report as a part of the information we provide.
We have again organized the report around the Council Priorities. Each section of the report utilizes a quadrant diagram as shown below to illustrate the information from two customer surveys: the 1998 Voice of the Customer Survey and the 1999 Citizens Prioritizing City Services Survey.
Customer Satisfaction HIGH
Area of Lowest Concern
A Customer Priority LOW D
B Customer Priority HIGH C
Area of Highest Concern
Customer Satisfaction LOW
Those services that customers are satisfied with but assign a low priority would appear in quadrant A. In focusing efforts for improvement, these would be the areas of least concern since the current level of service is meeting or exceeding the customers’ needs. Services that meet customer satisfaction and are also of high priority would appear in quadrant B. The services that are a high priority for our customers but are not being performed to their satisfaction are found in quadrant C – the area of most concern in making improvements. And finally quadrant D includes services that are not ranked as a high priority by customers but ones that also do not meet their satisfaction. Highlights of this report include the following: • • • • Traffic flow and street repair are a very high priority for our citizens (88% and 85%) and we rank very low (23% and 47%) in satisfaction. Affordable housing is slightly lower in priority (81%) and the only other service with low satisfaction (41%). The only service that customers ranked low in priority but high in satisfaction was municipal court – specifically convenience in paying traffic citations. Our crime rates and traffic fatalities have been dropping and citizen perception of safety is improving.
• • •
Although our spending for health care services is more than double any other major Texas city, citizen satisfaction with health care for low income individuals has averaged just over 50%. Since 1994, the percent of congested intersections has been increasing. Austin has the lowest property tax rate of the five major cities and ranks in the middle for total cost of government, including city, county, school district, utility charges and fees.
I hope that you will find this information useful as you make decisions regarding the allocation of resources for the coming year. Each section will be highlighted at the beginning of the work session for that Council Priority as we go through the budget schedule. I am available to answer any questions you may have about this report at your convenience.
Jesus Garza City Manager