New Search
System Measures: Responses: Yes _4_ No _2 Maybe _1 <br /> I. Question to the group: Do you agree that the effectiveness measure tells you how well the service's <br /> desired results are accomplished? <br /> Summary of Comments: The respondents were unsure how the "number of personal injury or <br /> property damage claims paid regarding trees" measured the effectiveness of the service. One <br /> suggested measure was "integration with other agencies and departments" of service delivery. <br /> Action Taken: None. The service team felt that since hazard abatement was such a large and <br /> important part of the service this was a good measure of the effectiveness. If the trees are <br /> maintained and healthy the number of claims should decrease. <br /> II. Question to the group: Do you agree the efficiency measure is a useful ratio of resources used to a unit <br /> of service delivered? <br /> Summary of Comments: The respondents did not like the efficiency measure, "operating cost <br /> per capita." Most of the respondents expressed a desire for the measures to be more specific <br /> about the urban forest, (e.g., cost per tree, or % of time working on trees vs. administration or <br /> training). <br /> Action Taken: None. Currently, the service team does not have mechanisms to report accurate <br /> management information relating to the cost per tree. The service team recognizes this gap and <br /> is piloting a work order system designed to improve their ability to collect and report data about <br /> work activities and cost. The service team would like to keep operating cost per capita as a <br /> measure because it is an industry standard. Therefore, it can be benchmarked with comparable <br /> cities. Also, the service team has access to this data. <br /> III. Question to the group: Do you agree the customer satisfaction measure tells you how well the needs <br /> and expectations of customers are met? <br /> Summary of Comments: Many respondents expressed concern about the statistical validity of the <br /> survey card because they believed that not many survey cards would be returned. Another <br /> comment was that the customer base was too narrowly focussed to give overall citizen feedback <br /> about the program. Survey cards are planned to be given to residents very close to areas where <br /> maintenance crews work. <br /> Action Taken: The service team wanted to go forward with the survey card because they are <br /> interested in getting feedback about their actual service delivery, and have not had a chance to try <br /> the survey card. They expressed an interest in developing a mechanism to gain the broader <br /> perspective from citizens through a statistically valid departmental or City survey, however that <br /> would take a much greater effort. The survey card project is ready to be implemented. <br /> W. Question to the group: Do you agree the financial measure tells you how well financial performance <br /> targets or funding strategies are met? <br /> Summary of Comments: There was no financial measure for this service profile due to the lack <br /> of a financial target or cost recovery goal. <br /> 2 <br />