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The memorandum discusses the status report on performance modernization updates for the Strategic Support City Service Area (CSA) in San José. It outlines the recommendations to accept the report, which includes updates on mission, outcomes, strategic goals, workforce indicators, performance measures, and activity highlights. The modernization initiative aims to improve performance management and includes participation from various city departments and appointee offices. The report details the changes made to the CSA structure and performance measures, emphasizing the addition of workforce indicators to better assess service delivery impacts. The ongoing work plan includes further modernization efforts for additional City Service Areas in the upcoming fiscal year.
Key points
The memorandum is addressed to the Public Safety, Finance and Strategic Support Committee.
It recommends accepting the status report on performance modernization updates for the Strategic Support CSA.
The CSA performance management framework had not been updated in over 15 years.
The modernization initiative includes updates to mission, outcomes, strategic goals, and performance measures.
Workforce indicators were added to measure the effectiveness of service delivery.
The performance modernization effort involves collaboration among various city departments and offices.
Data for updated measures will be published in the FY 2025-2026 Operating Budget.
The ongoing work plan includes performance management modernization for additional City Service Areas.
Limitations
The document contains unresolved placeholders and incomplete sections.
Specific dates and other details are not fully provided, affecting the completeness of the summary.
Generated for convenience from extracted text using AI. Review the official source document before relying on this summary.
Extracted text preview · 21,713 chars
PSFSS COMMITTEE AGENDA: ITEM: TO: PUBLIC SAFETY, FINANCE AND STRATEGIC SUPPORT COMMITTEE SUBJECT: See Below Approved 11/21/24 (d)2. FROM: Dolan Beckel DATE: November 6, 2024 Date: 11/13/2024 SUBJECT: Strategic Support City Service Area Performance Modernization Status Report RECOMMENDATION Accept the status report on performance modernization updates for the Strategic Support City Service Area, including mission, outcomes, strategic goals and workforce indicators, performance measures, and activity and workload highlights. BACKGROUND As part of the City Manager’s Foundational Strategic Support Focus Area, Driving Organizational Performance, the Administration has been modernizing the City Service Area (CSA) to improve performance management. The two primary drivers of this modernization are: 1. The CSA performance management framework has not been updated in over 15 years, during which dynamic economic, environmental, and social priorities have changed dramatically, requiring a refresh to reflect a contemporary context; and 2. While the City of San José’s CSA framework is considered a national best practice, it was initially designed around program and service performance (“how...
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Attachment A contains a glossary of terms related to City Service Areas, defining various concepts such as Activity and Workload Highlights, Budget Program, Core Service, and Performance Measures. It outlines how these terms relate to the delivery of services and the assessment of community impact.
Key points
Activity and Workload Highlights measure the output within a Core Service.
Budget Program refers to resources used to deliver a discrete service.
City Service Areas integrate Core Services from individual departments.
Community Indicators quantify community well-being and can be disaggregated.
Core Services consist of key lines of business at the department level.
Performance Measures assess the delivery effectiveness of Core Services.
CSA Outcomes describe the qualitative impact on community well-being.
Forecasts provide quantitative expectations for output over time.
Mission statements guide the purpose and goals of a CSA or Department.
Strategic Goals outline specific City actions to address service delivery needs.
Targets set quantitative expectations for performance based on resources.
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Attachment A City Service Area Glossary of Terms 1) Activity and Workload Highlights: A measure of an output unit within a Core Service. Measures “how much” of the workload is attempted, completed, or demanded. 2) Budget Program: A set of resources used to deliver a discrete service as part of an operational Core Service. 3) City Service Area: City Service Areas integrate Core Services provided by individual departments into the City’s key lines of business, as viewed from the community’s perspective. 4) Community Indicator: A measure that quantifies the well-being of communities, able to be disaggregated by race/ethnicity, geographic location, or other categories. Measures “what impact” a CSA is producing in the community. 5) Core Service: Department-level key lines of business consisting of one or more Budget Programs. 6) Core Service Performance Measure: A measure that describes “how well” an individual Core Service is being delivered, typically a rate, ratio, or percentage. 7) CSA Outcome: A qualitative statement of community impact or condition of wellbeing. 8) CSA Performance Measure: A measure that describes “how well” a group of Core Services is meeting an objective....
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Attachment B outlines the Strategic Support CSA and Appointees Metric Definitions, detailing various workforce indicators and performance measures across multiple city departments, including Human Resources, Finance, Information Technology, Public Works, and others. The document categorizes outcomes related to city service delivery, strategic investments, and work environment sustainability, along with specific metrics for each department's core services.
Key points
Outcome 1 focuses on excellent city service delivery and includes metrics like customer satisfaction rates and project completion within budget.
Outcome 2 emphasizes strategic investments in technology and infrastructure, with indicators such as bond ratings and deferred maintenance.
Outcome 3 addresses creating an inclusive work environment, measuring employee demographics and engagement.
Each department has specific performance measures and activity highlights to track their effectiveness and efficiency.
Limitations
The text does not provide specific dates, votes, or dollar amounts.
There are unresolved placeholders and blank fields affecting the completeness of the summary.
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Extracted text preview · 17,207 chars
Attachment B Strategic Support CSA and Appointees Metric Definitions Table 1. CSA Workforce Indicators and Performance Measures Outcome 1: Excellent City service delivery that enhances internal and external customer experience and engagement. Workforce Indicators: • Community Resourcing Revenue and Spending. Per capita community resourcing. (Finance). • Employee to Community Demographics. City employee demographics compared to San José community. (Human Resources). • Bilingual-Certified City Employees compared to Community Demographics. % of bilingual-certified City employees by language (oral and/or written) compared to community demographics. (Human Resources). Performance Measures: • Information Technology Customer Satisfaction Rates. % of Information Technology customers rating services as “Good” or “Excellent.” (Information Technology). • Fleet and Equipment Services Customer Satisfaction Rates. % of Public Works customers who rate Fleet and Equipment Services service good or better. (Public Works). • Facility Services Customer Satisfaction Rate. % of Public Works customers who rate facility services as good or excellent. (Public Works). • Revenue Management Call...
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The source text indicates this attachment appears to be a draft document.
The document outlines the Strategic Support City Service Area's performance modernization updates, including budgeted full-time equivalents (FTEs), core services across various departments, and key performance indicators. It details the mission, outcomes, and strategic goals aimed at enhancing city service delivery, investing in resources, and fostering a sustainable work environment. The document also includes recommendations for accepting the status report and next steps for publishing updated metrics in the upcoming operating budget.
Key points
The Strategic Support City Service Area spans 4 departments and 15 core services.
Key departments include Finance, Human Resources, Information Technology, and Public Works.
Performance metrics include over 260,000 financial payments and 300,000 customer contacts.
The mission focuses on creating an engaged workforce and reliable city services.
Outcomes include excellent service delivery, strategic investments, and a sustainable work environment.
Recommendations include accepting the status report and updating performance metrics in the FY 25-26 Operating Budget.
Limitations
The document appears to be a draft as it includes placeholders and unresolved sections.
Specific dates, votes, dollar amounts, and outcomes are not provided.
Generated for convenience from extracted text using AI. Review the official source document before relying on this summary.
Extracted text preview · 8,594 chars
Strategic Support City Service Area Performance Modernization Public Safety, Finance and Strategic Support Committee Agenda Item (d)2. November 21, 2024 Erik Chiarella Jensen, Assistant to the City Manager Jennifer Piozet, Senior Executive Analyst 1 Strategic Support CSA 2023-2024 Budgeted FTEs City staffing spanning 4 Departments and 15 Core Services; 5 Appointee Offices and 5 Core Services Finance • Core Services • • • • Debt and Treasury Management Disbursements Financial Reporting Purchasing and Risk Management Revenue Management Human Resources • • • • Employee Benefits Employment Services Health and Safety Training and Development Information Technology • • • Business Solutions San José 311 Technology Infrastructure and Operations * The Independent Police Auditor is aligned to the Public Safety CSA, which was modernized in FY 2023-2024. Appointees Public Works • • • Facilities Management Fleet and Equipment Services Plan, Design, and Construct Public Facilities and Infrastructure • • • • • • City Attorney City Auditor City Clerk City Manager Retirement Services Independent Police Auditor* 2 Strategic Support CSA by the Numbers +260k Financial Payments +300k SJ311 Customer...