Gilbert Benchmark Report July 25, 2014

Why Performance Management?  Increased demand for government accountability  Focus on community’s highest priorities  Allows for data-driven decisions  Engages employees at every level / provides targets  Monitor progress  Provides context to operations  Turn principle >> practice OVERVIEW 2

Why Continue to Measure? Past performance does not guarantee future results

Why Benchmark?  Greater context  “How do we compare?” – prepare for the inevitable question  Best practices  Are we where we want to be?

 Explored various models  Developed comprehensive approach that was right fit for Town of Gilbert: 3 main performance tools  But, first… Strategy for Gilbert OVERVIEW 5 Performance Indicator Process Improvement Performance Management

 Provide order/structure Strategy for Gilbert OVERVIEW 6

Types:  Input  Output  Efficiency Measures  Outcomes Performance Indicators How to measure – department education OVERVIEW 7 Can take the form of:  Performance Measure  Benchmark  Dashboard Metric

Gilbert Benchmark Report  Component of performance management strategy

Project Timeline  August – Department meetings  Sept.-Oct. – Benchmark review & revision  Oct. – Met with Town Manager’s Office  November – Additional revisions  December – Design and final revisions/ feedback from other cities  January – TMO sign-off & present to Council

17 Departments

 Town Manager  Attorney  Clerk  Communications  Management & Budget  Human Resources  Intergovernmental Relations  Information Technology  Economic Development  Development Services  Police Professional Standards Patrol Services Special Enforcement Criminal Investigations  Fire  Management Services Accounting Utility Billing Facilities  Court  Prosecutor  Parks & Recreation  Public Works Streets Water Wastewater Environmental Services Gilbert Departments in Report

Department benchmarks Gilbert Benchmark Report

Strategic Initiative Department benchmarks: 2-3 local, 2-3 outside AZ Tie to performance measures performance measures

Report Examples FTE per 1,000 Residents

Gilbert: $1,353 Estimated Average Residential Household Cost Report Examples Fire – Average Response Times Gilbert: 3:49 minutes Max 5.29 acres Min 2.57 acres Total Developed Parks Acreage per 1,000 Residents Gilbert: 2.57 acres

Next Steps  Alignment with budget process  Revisit, continue to align with other components of performance management strategy  Lessons learned, future revisions Department education Glossary, definitions Org-wide metrics Additional divisions/ revisions to existing Budget Request DataDecision Follow- Up

Resources Gilbert Benchmark Report Other helpful links:  ICMA Center for Performance Analytics ICMA Center for Performance Analytics  City of Tempe Cost of Service City of Tempe Cost of Service  City of Scottsdale Report to Citizens City of Scottsdale Report to Citizens  Results Washington Results Washington  City of Virginia Beach City of Virginia Beach  UNC Utility Rates Dashboard UNC Utility Rates Dashboard  Harvard Kennedy School Article on PM Harvard Kennedy School Article on PM