CITY OF COLUMBIA OPERATIONAL STRATEGIC PLAN

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CITY OF COLUMBIA OPERATIONAL STRATEGIC PLAN Powered By Docstoc
					CITY OF COLUMBIA
  OPERATIONAL
 STRATEGIC PLAN


            2007-2010




One Mission, One Message, One Columbia
                                     CITY OF COLUMBIA
                                OPERATIONAL STRATEGIC PLAN

                                                    Mission
Mission is the reason for an organization's existence, or what it does and what the organization will do to
make the vision a reality.

The City of Columbia’s mission is to provide effective and efficient services that enhance the quality of life
while embracing the diversity of our community.

                                                     Vision
Vision is a statement of a possible and desirable future state of the organization.

The City of Columbia’s vision is to build a model government by delivering quality public services;
providing responsive, diverse leadership; acting as a catalyst for economic development and promoting
regional collaboration.

                                                     Values
Values are basic beliefs that reflect what an organization is and the things for which it stands. They are the
beliefs that an organization holds to be important in the conduct of its business. Defines how we provide our
services. The City of Columbia values are:

Leadership: We inspire others to be the best they can be.

Courtesy: We demonstrate respect for and show interest in internal and external customers in a timely and
polite manner.

Effectiveness: We obtain results that ultimately provide for the greater good of our community.

Efficiency: We seek the best utilization of available resources.

Integrity: We honor our word and keep our commitments.

Proactive: We anticipate future needs, problems or changes and implement practical solutions.

Professionalism: We accept responsibility to conduct ourselves in accordance with a code of standards that
demonstrates respect and integrity for the public service profession.

Innovation: We support an environment that fosters creativity and resourcefulness.

Diversity: We embrace the differences in our community and are strengthened by them.




                             Everybody Counts, Everybody Contributes, Everybody Benefits
                                                                   October 2007, revised December 2007, February 2008
                                     CITY OF COLUMBIA
                                OPERATIONAL STRATEGIC PLAN


                                    City Council’s Strategic Goals:
A goal is a statement of desired outcome that explains what the organization/department is trying to achieve.
The focus is on what you are trying to accomplish, not how you plan to accomplish it.

   1. To enhance the quality of life in the City of Columbia for all citizens, customers and visitors.
   2. To enhance and protect our natural and built infrastructure.
   3. To enhance Columbia’s future role as the flagship municipality in South Carolina through the use of
      best practices for local government operations.
   4. To grow the City’s tax base by facilitating opportunities for citizens and future generations to reach
      their full economic, social, and cultural potential.

The City of Columbia’s citywide, operational Strategic Plan includes the following components:

                                               Strategic Issues:
Strategic issues are the issues or concerns that must be addressed in order to achieve the vision, fulfill the
organization’s mission, and be true to its values. Strategic issues may arise from gaps between expectations
and performance identified during a process of stakeholder analysis and from an analysis of the
organizations strength, weaknesses, opportunities and threats.

The City of Columbia’s Strategic Issues are:

   1.   Providing quality customer service.
   2.   Improving internal and external communications.
   3.   Providing resources to improve and maintain infrastructure.
   4.   Securing adequate tools and resources to support our employees in performing their duties.
   5.   Maximizing revenue opportunities.
   6.   Building a stronger partnership between City Council and staff.
   7.   Enhance leadership and resources to grow the economic base of the City of Columbia.

                                                 Strategies:
A strategy describes how the organization will accomplish the goals. They identify what is needed in order
to accomplish the goals and initiatives.

                                                  Measure:
A measure gives a quantitative or qualitative indication of the extent to which objectives are being met. A
measure is normally a phrase embedded in the objective that shows if you are reaching your performance
target.




                            Everybody Counts, Everybody Contributes, Everybody Benefits
                                                                  October 2007, revised December 2007, February 2008
                                    CITY OF COLUMBIA
                               OPERATIONAL STRATEGIC PLAN

The following is an alignment of City Council’s goals with the operational strategic issues as identified by
the strategic planning team.
 Goal: To enhance the quality of life of the City of Columbia for all citizens,
customers and visitors.
                                     STRATEGIC ISSUE: Providing quality customer service.


                                     STRATEGIC ISSUE: Improving internal and external communications.


                                         STRATEGIC ISSUE: Enhance leadership and resources to grow the
                                                   economic base of the City of Columbia.

Goal: To enhance and protect our natural and built infrastructure.


                                         STRATEGIC ISSUE: Providing resources to improve and maintain
                                                             infrastructure.

                                       STRATEGIC ISSUE: Securing adequate tools and resources to support
                                                  our employees in performing their duties.

Goal: To enhance Columbia’s future role as the flagship municipality in South
Carolina through the use of best practices for local government operations.

                                     STRATEGIC ISSUE: Providing quality customer service.


                                     STRATEGIC ISSUE: Building stronger partnerships between City Council
                                                                 and staff.

                                       STRATEGIC ISSUE: Securing adequate tools and resources to support
                                                  our employees in performing their duties.

                                     STRATEGIC ISSUE: Improving internal and external communications.


  Goal: To grow the City’s tax base by facilitating opportunities for citizens and
  future generations to reach their full economic, social, and cultural potential.

                                               STRATEGIC ISSUE: Maximizing revenue opportunities.


                                         STRATEGIC ISSUE: Providing resources to improve and maintain
                                                             infrastructure.

                                         STRATEGIC ISSUE: Enhance leadership and resources to grow the
                                                   economic base of the City of Columbia.

                           Everybody Counts, Everybody Contributes, Everybody Benefits
                                                                 October 2007, revised December 2007, February 2008
                                 CITY OF COLUMBIA
                            OPERATIONAL STRATEGIC PLAN


              STRATEGIC ISSUE 1:                     Providing quality customer service

Goal:       To improve customer service delivery for internal and external customers by a
            minimum of 10% over the 2007 Citizen and internal services survey.


Strategy:   Develop internal and external customer surveys in each department to gauge the level of
            customer satisfaction


Strategy:   Develop ongoing training for all employees involved in customer service. Cross-reference
            these surveys with citywide satisfaction survey. This would include the measurement, testing
            and improvement of internal services. Emphasis should be given to improving appropriate
            communications skills.

Strategy:   Develop departmental action plans from customer surveys to fix problems, improve service,
            monitor and reward progress.


Strategy:   Develop a citywide plan for serving external customers on the first contact to avoid a single
            customer being referred to several departments before being helped.


Strategy:   Institute a component of the employee performance appraisal system, which features tools to
            accurately measure employee performance in the customer relations area.




                         Everybody Counts, Everybody Contributes, Everybody Benefits
                                                               October 2007, revised December 2007, February 2008
                                  CITY OF COLUMBIA
                             OPERATIONAL STRATEGIC PLAN


            STRATEGIC ISSUE 2: Improving internal and external communications.
Goal:        Make effective communications a priority.

Strategy:    Share information in a timely manner with everyone who should have it to keep supervisors
             and employees informed.
Strategy:    Communicate the purpose of new policies and significant changes so that employees will
             know why changes are being made.

Strategy:    Department and division managers hold regular meetings with all employees to improve
             employee-management relations.


Strategy:    Improve supervisors’ effectiveness by providing training in oral and written communications
             and in conducting meetings.

Strategy:    Respond promptly and completely within legal limits to Freedom of Information Act
             requests.

Strategy:    To enhance interaction with citizens, develop and regularly present a course for the public on
             City government including each department’s services, how the City’s legislative processes
             work and how citizens can interact with City Council Members and with City employees.

Goal:        Streamline communications using appropriate tools and technology.

Strategy:    Use e-mail to keep all employees informed and to enable efficient two-way communications.

Strategy:    Fully use the City’s website for communicating with employees and the public.

Strategy:    Develop a fully functional intranet for use by employees and train employees to maximize its
             effectiveness.


Strategy:    Promote the use of 311 by citizens to promote easy access to City services.


Strategy:    Expand the use of Channel 2 for informing citizens.




                          Everybody Counts, Everybody Contributes, Everybody Benefits
                                                                October 2007, revised December 2007, February 2008
                                  CITY OF COLUMBIA
                             OPERATIONAL STRATEGIC PLAN


    STRATEGIC ISSUE 3:                Providing resources to improve and maintain infrastructure.

Goal:        Ensure a healthy infrastructure to meet the needs of the public that advances an
             excellent quality of life and environment within the City.

Strategy:    Energy audit of all City owned and maintained facilities to achieve this optimal level of
             energy efficiency and leveraging savings to fund future capital improvements.


Strategy:    Each Department to submit inventory and assessment of infrastructure, phasing in first with
             Public Works, Police, Fire, Utilities, Parks & Recreation, and General/Support Services .


Strategy:    Each Department will develop a 1/5/10 year Capital Improvements Plan, which includes a
             schedule for ongoing maintenance.

Strategy:    Develop a Citywide Capital Improvement Program with prioritized recommendations
             including funding and ongoing maintenance.


Goal:        Develop funding plan.




1
  Infrastructure: The physical environment of water, sewer, storm drainage, streets, roads, public
buildings, and parks and green spaces.




                         Everybody Counts, Everybody Contributes, Everybody Benefits
                                                               October 2007, revised December 2007, February 2008
                                 CITY OF COLUMBIA
                            OPERATIONAL STRATEGIC PLAN


        STRATEGIC ISSUE 4:             Securing adequate tools and resources to support our
                               employees in performing their duties.

Goal:       Available, reliable and safe tools, equipment and resources ready to meet the needs of
            departments to provide efficient and effective services.

Strategy:   Develop and implement a replacement and maintenance programs to develop department
            specific needs to provide efficient and effective services.


Goal:       Expeditiously provide departments with qualified personnel.

Strategy:   Develop and refine efficient, standardized recruitment procedures.


Strategy:   Develop and refine employee assessment tools that motivate employees and recognize and
            reward excellent job performance.


Goal:       Retention of excellent employees.

Strategy:   Develop a succession planning approach providing for retention of organizational knowledge.


Goal:       Streamline organizational policies and procedures to ensure effective and efficient
            delivery of services.

Strategy:   Evaluate and update the citywide comprehensive administrative policy and procedures.




                         Everybody Counts, Everybody Contributes, Everybody Benefits
                                                               October 2007, revised December 2007, February 2008
                                  CITY OF COLUMBIA
                             OPERATIONAL STRATEGIC PLAN


              STRATEGIC ISSUE 5:                     Maximizing revenue opportunities.

Goal:       Generate additional revenue from existing sources.

Strategy:   Review all existing City service fee schedules and analyze rates for regional competitiveness.


Strategy:   Review all fees and user rates.


Strategy:   Work with Richland County to assure that property/tax values more accurately reflect the
            rapidly growing market values of property within the City of Columbia.



Goal:       Identify new revenue opportunities from non-taxed or tax-exempt property owners.

Strategy:   Research and propose a “cost-to-serve” to be applied to non-taxed or tax-exempt property
            owners.


Strategy:   Ad Valorum Property Tax: Work with Richland County to examine property that is currently
            tax exempt and determine if property is being used for tax-exempt purposes. Recommend
            legislative action to tax property that is not being used for tax-exempt purposes.




                         Everybody Counts, Everybody Contributes, Everybody Benefits
                                                               October 2007, revised December 2007, February 2008
                                 CITY OF COLUMBIA
                            OPERATIONAL STRATEGIC PLAN


  STRATEGIC ISSUE 6:                 Building stronger partnerships between City Council and staff.

Goal:       Increase City Council’s confidence in staff’s recommendations.

Strategy:   Staff shall perform sufficient research on subject to provide presentation that is both concise
            and accurate and includes recommendation with no more than 2 other options.

Strategy:   Develop and adhere to guidelines for agenda submittal information (content and deadlines)
            and City Council presentations.

Strategy:   Enhance presentation skills of management team and City staff.

Goal:       Increase City staff’s confidence and assertiveness in dealings with City Council.

Strategy:   Develop and implement established procedures/guidelines for seeking City Council input
            and/or approval.


Strategy:   Better utilize our internal expertise to provide support and technical knowledge related to
            subject.

Strategy:   Ensure that consideration is given to the impact a recommendation will have on other City
            operations and that input is obtained from such departments.




                         Everybody Counts, Everybody Contributes, Everybody Benefits
                                                               October 2007, revised December 2007, February 2008
                                CITY OF COLUMBIA
                           OPERATIONAL STRATEGIC PLAN


        STRATEGIC ISSUE 7:      Enhance leadership and resources to grow the economic base
                                   of the City of Columbia

Goal:              Grow the City’s tax base

Strategy:         Provide assistance to existing companies to help them expand and grow their business
                  operations through a Business Retention and Expansion Program.

Strategy:         Actively recruit new businesses to the city by working with established economic
                  development partners.

Strategy:         Actively support the formation of new companies in the City by working with the
                  USC Technology Incubator and the Benedict College Business Incubator.

Strategy:         Support and expand the FastTrac Entrepreneurial Training Program for company
                  managers in the city.

Goal:             Increase the number of high-paying jobs in the City of Columbia

Strategy:         Support the growth of existing businesses in the city; encourage the formation of new
                  companies and recruit new businesses.

Strategy:         Promote and use the City’s Business Loan Programs

Goal:             Provide quality homeownership opportunities for the citizens of Columbia.

Strategy:         Support and encourage quality residential development in the City with a wide-range
                  of affordable price points.

Strategy:         Provide innovative home-loan packages to enable citizens to achieve homeownership.




                       Everybody Counts, Everybody Contributes, Everybody Benefits
                                                             October 2007, revised December 2007, February 2008