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UFCITRVW.MEM Page 2 <br /> System Measures: Responses: Yes _3_ No 2 _ Maybe <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 property <br /> damage claims paid regarding trees" measured the effectiveness of the service. <br /> Action Taken: None. The service team felt that since hazard abatement was such a large and important part <br /> of the service this was a good measure of the effectiveness. If the trees are maintained and healthy the <br /> 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 per capita." <br /> Most of the respondents expressed a desire for the measures to be more specific about the urban forest, (e.g., <br /> cost per tree, or % of time working on trees vs. administration or training). <br /> Action Taken: None. Currently, the service team does not have mechanisms to report accurate management <br /> information relating to the cost per tree. The service team recognizes this gap and is piloting a work order <br /> system designed to improve their ability to collect and report data about work activities and cost. The <br /> service team would like to keep operating cost per capita as a measure because it is an industry standard. <br /> Therefore, it can be benchmarked with comparable 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 survey <br /> card because they believed that not many survey cards would be returned. Another comment was that the <br /> customer base was too narrowly focussed to give overall citizen feedback about the program. Survey cards <br /> are planned to be given to residents very close to areas where maintenance crews work. <br /> Action Taken: The service team wanted to go forward with the survey card because they are interested in <br /> getting feedback about their actual service delivery, and have not had a chance to try the survey card. They <br /> expressed an interest in developing a mechanism to gain the broader perspective from the citizens through a <br /> statistically valid departmental or City survey, however that would take a much greater effort. The survey <br /> card project is ready to be implemented. <br /> IV. 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 of a financial <br /> target or cost recovery goal. <br /> Strategies /Objectives: <br /> I. Question to the group: Do you agree strategies and objectives are designed to maintain or improve <br /> service results in the next two to three years? <br />