CA Review JRT
Meeting Date: July 25, 2023
To: Mayor and City Council
From: Scott Chadwick, City Manager
Staff Contact: David Graham, Chief Innovation Officer
[email protected], 442-339-5992
Rachel Maltz, Senior Program Manager
[email protected], 442-977-5702
Subject: What Works Cities Certification for Performance Management and Operational Excellence
Districts: All
Reco
mmended Action
Receive a report on the City of Carlsbad’s performance management and operational excellence efforts that have been recognized with a silver certification by What Works Cities, an international standard of excellence for data-driven, well-managed local government.
Executive Summary
The City of Carlsbad was recently recognized with a silver certification by What Works Cities for its exceptional use of data to inform policy decisions, allocate resources, improve services, evaluate program effectiveness and engage residents. This recognition was the result of a rigorous assessment conducted by a team of experts from the public, private and academic sectors.
What Works Cities is funded by Bloomberg Philanthropies and is the internationally recognized standard of excellence for data-driven, well-managed local government. The assessment and subsequent engagement process with experts in the areas of data, efficiency, and process improvement, serve as a benchmark for the city to measure its progress and provide a guide for its future performance management and operational improvement efforts. Certification also provides the city with access to resources to support these efforts.
This certification signifies the city's dedication to transparency, accountability and continuous improvement by providing quality services and outcomes for residents. Furthermore, it showcases Carlsbad as an innovative, attractive community, fostering economic growth and sustainability while prioritizing equity and resident well-being. This report outlines the certification process, key insights from the assessment and next steps for performance management and operational improvement related to the assessment.
July 25, 2023
Item #10 Page 1 of 5
Explanation & Analysis
Background
The What Works Cities Certification program, funded by Bloomberg Philanthropies and led by Results for America, is the first-of-its-kind international standard of excellence for data-driven, well-managed local government. The program evaluates a local government’s use of data and evidence in decision-making, policy formation and service improvements. It also provides a peer community and access to experts from the public, private and academic sectors to assist cities in their continuous improvement, performance management and operational excellence efforts.
Bloomberg Philanthropies is a leading philanthropic organization founded by Michael R.
Bloomberg, an entrepreneur, businessman and former mayor of New York City. The organization's mission is to improve the lives of people by investing in various initiatives and projects that address critical issues facing cities and communities worldwide.
Results for America is a non-profit organization dedicated to improving outcomes in government programs and policies by promoting the use of evidence and data-driven decision- making
Certification process
The What Works Cities certification process involves a rigorous evaluation that is presented to the What Works Cities Standards Committee, which is composed of experts in the public, private and academic sectors. The process assesses and recognizes local governments for their effective use of data and evidence in decision-making.
The assessment is based on eight foundational practices:
• Leadership & capacity
• Data management
• Open data
• Performance & analytics
July 25, 2023
Item #10 Page 2 of 5
Wha t Works Cities Cert ificat ion Commu nity
City Journey Map
What Works Cities
Certification
Whal Work> Cities helps local
governments improve
residents ' lives by using data
and evidence effectively to
tackle pressing challenges .
WWC Certification
Community
WWC Certification
Assessment
_J
• Rigorous evaluations
• Data-driven budget & finance
• Results-driven contracting
• Stakeholder impact
Cities are assessed on these practices using 43 criteria. Cities must describe and provide examples of how they meet or exceed standards in these areas. Among the 43 criteria, there are three core ones. Failure to meet any of these three standards results in the city not achieving certification, regardless of whether it fulfills a majority of the other criteria. The core criteria are:
• Executive commitment to data-informed government
• Implementing data strategy and governance
• Selecting and using performance metrics for strategic goals and priorities The city met all three of the core criteria, which made it eligible for certification so long as the city met 51%-67% of the total standards.
• The city met the core criteria related to executive commitment to data-informed government by demonstrating its elected officials and City Manager publicly and regularly convey the importance of data in government decision-making and operations. This included examples from public speeches, City Council meetings and the City Manager updates. The assessment team told city staff that a culture of data-informed decision-making was evident in the city at all levels of the organization.
• The city met the core criteria related to implementing data strategy and governance by providing policies, documentation and schedules of regular meetings all related to data strategy and governance responsibilities. Key to meeting this standard was the City Council’s adoption of Council Policy 93 - Citywide Data Governance and Management in 2022. The Data Governance Committee authorized by that policy and the city’s Data Policy Manual all helped to demonstrate an organizational commitment to the strategic use of data and mature governance.
• The city met the core criteria of selecting and using performance metrics for strategic goals and priorities by demonstrating that the city had adopted a strategic plan with measurable goals and objectives. It was also necessary to align a diverse set of metrics to evaluate the progress of strategic plan implementation. Key to achieving this standard was the City Council’s adoption of the 5-year Strategic Plan in October 2022. It provides goals, objectives and potential key performance indicators for evaluating progress on implementing the plan.
The forthcoming launch of a strategic plan dashboard was also an important element in demonstrating the city’s commitment to evaluating progress using a diverse set of measures. The assessment team commended the city, stating that both the strategic plan and the implementation dashboard were exemplary July 25, 2023
Item #10 Page 3 of 5
models of well-managed government. The team also confirmed our city is leading in strategic performance and analytics when compared to other cities.
Along with the comprehensive assessment, staff addressed feedback during the certification process, provided additional materials and accommodated an in-person visit from the assessment team.
Silver certification status
The city was awarded a silver certification status. This was based on meeting the three core criteria and over 51% of the evaluation standards. Gold certification requires meeting 68-84% of the criteria and platinum is given to those who meet over 84%.
Fewer than a quarter of the cities that have completed an assessment get certified and only 62 cities earned the honor, including Austin, Texas; Cambridge, Massachusetts; Denver, Colorado; Miami, Florida; Scottsdale, Arizona; and Washington, DC.
Carlsbad is the seventh city in California to be certified and the smallest by population in the state to earn the distinction.
Carlsbad exceeded other certified cities in meeting the foundational practices of Data-Driven Budget & Finance, Performance & Analytics and Data Management. Should the city pursue a higher level of certification there is opportunity to expand on these strengths and work on the foundational practices where there is the greatest opportunity to improve. The city gained valuable insights into performance management and operational excellence through the process.
Benefits
Overall, the feedback from What Works Cities staff was highly positive; they were eager to support the city in enhancing its strengths and addressing areas of opportunity where the city has the greatest potential to improve and advance its certification status.
The city chose to go through the What Works Cities certification as a cost-effective tool for evaluating performance management and operational improvements. What Works Cities and its certification is not an award. It is a validation tool for the city’s performance management and operational improvement efforts and access to valuable resources to continue progress.
This program not only benchmarks our practices against global standards, but also provides valuable, no-cost expert services. The assessment team from What Works Cities visited Carlsbad, offering invaluable insights during their two-day review, which would have otherwise cost between $85,000 to $125,000 if contracted independently. This free assessment gave us expert insights into our policies, processes and operations and provided a roadmap for continuous improvement.
With this certification, the city has access to a new Certification Community Forum which connects cities pursuing or having received certification with other champions from around the world. Through peer-led workshops and practice groups, cities can get perspective and feedback from those who have faced or are working through similar challenges. A participant directory enables staff and leaders to connect directly to share ideas and offer support. The forum also houses tools and resources and is regularly updated with opportunities to learn more about building data capacity.
July 25, 2023
Item #10 Page 4 of 5
The city also receives access to certification community partners, which include Results for America, the Behavioral Insights Team, the Government Performance Lab at the Harvard Kennedy School, the Center for Government Excellence at Johns Hopkins University and Public Digital, a digital transformation consultancy. Resources from What Works Cities include coaching, working group sessions, webinars, city-specific content and best practice models.
By receiving this certification, Carlsbad signifies that the local government is committed to transparency and accountability in its operations. It shows that the government is willing to be held to high standards and is actively working to improve the effectiveness and efficiency of its programs and services. It is a key component in helping the city improve in ways that are impactful for its residents, businesses and visitors. Certification is also a valuable marker for people who want to live in the city or businesses that may be attracted to locating here. It signifies with the recognition of an internationally respected organization that Carlsbad is a well-managed city focused on data-driven practices to deliver results for the community.
In summary, the certification and its process provided a cost-effective way of assessing the city’s performance management and operational excellence efforts. Continued engagement with the What Works Cities community may promote the adoption of efficient practices and the use of technology and data to optimize resources, increase cost savings and enhance the reputation and attractiveness to businesses, investors, residents and the broader community.
Fiscal Analysis
There is no action associated with this report and no cost associated with receiving the What Works Cities certification.
Next Steps
The city will use the What Works Cities certification assessment to identify areas of strength where the city can expand its efforts in the eight foundational practices. A cross-departmental core working group with relevant expertise will evaluate opportunities for improvement that are consistent with the 5-year Strategic Plan goals and objectives. Efforts to achieve a higher level of certification through a future evaluation may be warranted as the city continues its performance management and operational excellence efforts.
Environmental Eval
uation
There is no action associated with this item and does not require environmental review because it does not constitute a project within the meaning of the California Environmental Quality Act under California Public Resources Code Section 21065 in that it has no potential to cause either a direct physical change or a reasonably foreseeable indirect physical change in the environment.
Exhibits
None.
July 25, 2023
Item #10 Page 5 of 5
Kaylin McCauley
From:
Sent:
To:
Subject:
Mary Real <[email protected]>
Friday, July 21, 2023 12:40 PM
All Receive - Agenda Item # j_Q
For the Information of the:
j/:JsOUNCIL Date CA ✓ cc ✓
C¥ .,. ACM /"ocM (3) /
City Clerk; Council Internet Email; Scott Chadwick; Geoff Patnoe; Kyle Lancaster; Mary Real
Item #10 General Comments Carlsbad City Council Meeting 7-25-2023
10. WHAT WORKS CITIES CERTIFICATION FOR PERFORMANCE MANAGEMENT AND OPERATIONAL EXCELLENCE - Receive a report on the City of Carlsbad's performance management and operational excellence efforts that have been recognized with a silver certification by What Works Cities, an internationa l standard of excellence for data-driven, well managed local government. (Staff contact: David Graham and Rachel Maltz , Administrative Services Department) City Manager's
To All Concerned Citizens who appreciate Accountability and Professional Management from their public officials and those who Like Seniors and want to improve the quality of Life for all people in the area.
Where does the MONEY go ---- Is the Budgeted amount for the Park & Rec. Senior Centers being spent for the Benefit of Seniors or for the convenience of Staff (some of whom are not being supervised or trained by Mick Calarco or Kyle Lancaster the Director of Park & Rec. There used to be Zentangle Art Classes that were popular. In a cost recovery mode frame of mind the Staff wanted to monetize these classes and wanted people to sign up for 2 or 3 weeks of classes 2 times per week -- with no rain checks! Guaranteed Income for Park & Rec but not a good deal for seniors? When this did not fly, the management just cancelled a popular program. The Staff did manage to schedule ONE class in August after months of No classes. Is this how Park & Rec-ers roll? Whenever they feel like it they will hold·a class? Why does The City of Carlsbad Library Management rank# 3 among Oceanside, and Encinitas,Vista and San Marcos (SD County control) . Carlsbad has cut Library hours without discussion with those who are most impacted by these "changes" which are Lowering the quality of life for most people as the Library is now closed on Sunday when families and others could utilize longer hours and the good programs that used to be the gold standard but have downgraded the service to the community???? Contact your Council Rep and the Mayor and the City Manager to find out more about this Authoritarian decision that is not in the best interest of people in the area.
Why doesn't Park & Rec Management not respond to the Comment Cards? Why does Park & Rec Management not have quarterly town hall community meetings at the Senior Center where upper level managers will answer questions and share info wit h t he seniors? Why does Park & Rec Management not allow the general public to use the ceramics room to work with clay and glazes unless they are taking a "class"$$$ and were not an original member of the free ceramics group? Why aren't the 2 art rooms used exclusively for art projects so
Seniors who want to can work with others in a friendly setting? What is the policy on donated money for the benefit of seniors and How is that Money spent? Why, during the holidays or at the discretion of the front desk people, are 50 cent cups of coffee not given out? Why does the kitchen throw out coffee and tea after lunch because Staff does not allow Seniors to stay after lunch hours so that Staff can sweep up (20 minutes) ? If seniors want to enjoy the space and listen to music and talk to other seniors, does Staff want Seniors to GET OUT of their Senior Center because Staff does not want then:i to enjoy that space? Kyle Lancaster, what are you doing to Improve this situation? The Park and Rec-ers could use some friends who can talk to the Park & Rec-ers about Serving Seniors and not Cost Recovery? Where are the Movies?
1 Thank You,
Mary Lucid
-1-760-730 -5804
CAUTION : Do not o en attachments or click on links unless you reco nize the sender and know the content i 2 Kaylin McCauley
From:
Sent:
To:
Subject:
Mary Real <[email protected]>
Friday, July 21, 2023 3:50 PM
City Clerk; Council Internet Email; Scott Chadwick; Geoff Patnoe; Kyle Lancaster; Mary Real
Comments Item 10 Carlsbad City Council Meeting 7-25-2023
10. WHAT WORKS CITIES CERTIFICATION FOR PERFORMANCE MANAGEMENT AND OPERATIONAL EXCELLENCE - Receive a report on the City of Carlsbad's performance management and operational excellence efforts that have been recognized with a silver certification by What Works Cities, an international standard of excellence for data-driven, well managed local government . (Staff contact: David Graham and Rachel Maltz, Administrative Services Department) City Manager's
To All Concerned Citizens and Friends of Seniors and Serving the locals to enhance their experience and enjoy the fruits of their property taxes by getting a good return on their investment .
Where are the checks and balances and oversight over the Parks & Rec Depts and the Library Boards? Why are Seniors' requests to utilize the cafeteria after lunch being ignored? Where is the plan to UPgrade the service to Seniors? I understand the Mayor and some of the City Council Members want to tackle more important issues and govern more professionally instead of jumping on bandwagons to curry favor to get re-elected? I suggest that any complaints by Park & Rec-ers about patrons "scaring" the ill trained or "nervous" staffers who do not want to hear any suggestions or question for the Staff bounce those complaints back to Human Resources so they can talk to staff and investigate the "validity" or truthfulness of certain employees who may or may not have been guided by a supervisor to make certain claims to avoid doing anything to upgrade or serve the well-being of Seniors. The person so charged with "misconduct" only has 5 minutes to respond to these accusations. God forbid that Park & Rec-ers have to show some valid reasons for Banning a senior from the Senior Center when there was no physical contact and no police were called upon to discuss these actions that were beyond the scope of untrained? or vindictive management? Also, Maybe the Mayor and the City Council could work on the Farmer's Insurance bldg. that is being used for storage and save that money so services would not be cut at the libraries?? And is it time to discuss Term Limits so that fresh ideas or modern ideas for the problems of today and the future and not the days of service by Bud Lewis and Matt Hall? Where are the problem solvers---- not just the "charming " smile and grin politicians who do not take care of pension obligations or getting out of Problem leases or planning for a second senior center in the South Carlsbad area to accommodate the growing Senior population? How about having any unspent but budgeted funds revert to a special savings account to build a second senior center and an outdoor senior exercise machine area downtown and equipment or scholarships for low income seniors? Should Park and Rec have to report where and what donated money is being spent for the Benefit of Seniors? Who is watching Park & Rec Kyle Lancaster? Thank YOU,
Mary Lucid
1 Tammy Cloud-McMinn
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To:
Cc:
Subject:
All Receive - Agenda Item # ;fl
Robert Stonebrook <[email protected]> For the Information of the:
Tuesday, July 25, 2023 10:38 AM p TY COUNCIL
David Graham; City Clerk Date7JP5/J....2,:,A v cc....:::::
Manager Internet Email; Priya Bhat-Patel CM t..---"ACM .....-OCM (3) /.
July 25th Agenda Item #10: What Works Cities Certification - Good morning Mr. Graham and Team,
City of Carlsbad should be commended for their What Works Cities Certification and, hopefully, will continue on to attain Platinum level. That framework is an excellent guide for achieving improvement and effectiveness in local government.
Completing the initial certification puts us in company with other forward-thinking cities where we can learn but, just as importantly, contribute to best practices from around the world.
And, an important byproduct of tangible, results-driven governing is that it allows for constructive dialog with constituents by building trust and reducing polarization . The upcoming strategic plan dashboard should provide a great example of this ,
Kudos to you and City Staff.
Best,
Robert Stonebrook
Carlsbad, CA
CAUTION: Do not open attachments or click on links unless ou recognize the sender and know the content i safe.
1 What Works Cities Certification for
Performance Management &
Operational Excellence
David Graham, Chief Innovation Officer
Rachel Maltz, Senior Program Manager
July 25, 2023
2 PROPOSED ACTION
Receive a report on the City of Carlsbad’s
performance management and operational
excellence efforts that have been recognized
with a silver certification by What Works Cities,
an international standard of excellence for
data-driven, well managed local government
ITEM 10: What Works Cities
About
What Works Cities Certification
3 WWC
Certification
The international standard of
excellence for well-
managed, data-driven local
government.
4 What Works Cities Certification
Standard Committee
● Dr. Robert Blaine, Senior Executive and Director,
Institute for Youth, Education and Families (YEF
Institute), National League of Cities
● Beth Blauer, Associate Vice Provost for Public
Sector Innovation, Johns Hopkins University
● Bill Eggers, Executive Director, Deloitte's Center for Government Insights
● Marcelo Facchina, Principal Executive, Digital
Transformation Directorate, Corporate Vice-
presidency for Strategic Programming, CAF -
Banco de Desarrollo de América Latina
● Emma Gawen, Partner & Americas Lead, Public
Digital
● Lourdes German, Founder & Director, Civic
Innovation Project
● Michael Hallsworth, Managing Director, North America, The Behavioural Insights Team
● Rochelle Haynes, Managing Director, What Works Cities, Results for America
● Neil Kleiman, Professor of Practice & Senior Fellow,
Burnes Center for Social Change, Northeastern
University
● Michele Jolin, CEO & Co-Founder, Results for America
● Jeffrey Liebman, Director, Government Performance
Lab at Harvard Kennedy School
● Lou Moore, Chief Technology Officer, Code for America ● Michael Nutter, Former Mayor, City of Philadelphia;
David N. Dinkins Professor of Professional Practice in
Urban and Public Affairs at Columbia University
● Carole Saab, Chief Executive Officer, Federation of
Canadian Municipalities
5 What Works Cities Certification
Snapshot: United States & Canada
❏ 200+ U.S. and
Canadian Cities
❏ 55 U.S. Certified Cities
Canada
Calgary
Edmonton
Halifax
Kitchener
Mississauga
Regina
Saskatoon
Winnipeg
275+ Assessed Cities
6 What Works Cities
Certification
WWC Certification
Assessment
WWC Certification
Community
What Works Cities helps local
governments improve
residents’ lives by using data
and evidence effectively to
tackle pressing challenges.
What Works Cities Certification Community
City Journey Map
7 OUR JOURNEY – WHAT WORKS CITES
CERTIFICATION TIMELINE
2023
June 21
Announcement for
Carlsbad Silver
Certification achievement
May 24 and
May 25
Two-Day
WWC Site
Visit
December 21
Requested Assessment
Supporting Items
December 08
Self-Assessment
Complete
January 31
Deadline for
Supporting Items
March 21
Preliminary Results
Debrief Call
July 11
Convene Carlsbad
Works - Core Working
Group:
What Works Carlsbad
March 30
Additional Supporting
Items Provided
April 6
Follow-up
Assessment Call
2022
Certification criteria
The program’s 43 criteria outline the people, processes, and policies that are key to a well- managed city. The criteria are grouped by eight foundational practices:
1 Data Management - comprehensive data management for decision-making and analytics 2 Rigorous Evaluations - systematic assessments for continual improvement 3 Leadership & Capacity - data-driven decision-making at all levels of government 4 Open Data - proactive sharing of electronic data for transparency and engagement 5 Performance & Analytics - using performance management and analysis for accountability 6 Data-driven Budget & Finance - incorporating data into financial decisions and investments 7 Results-Driven Contracting - strategically managing contracts using data for progress 8 Stakeholder Impact - building collaboration and community impact through data 9 How does
your city
measure up?
Since 2017, more than 275+
cities have joined yours in
completing the What Works
Cities Assessment.
10 Overall Performance: Foundational Areas Benchmarking 11 ASSESSMENT STRENGTHS
Data-Driven Budget & Finance
Performance & Analytics
Leadership & Capacity
Data Management
Stakeholder Impact
DATA DRIVEN BUDGET & FINANCE
• Align budget with strategic priorities using data
• Regular process of analyzing data to inform budget & finance • Have made decisions to shift funding based on data
13 14
FIVE YEAR STRATEGIC PLAN
Community Character
Quality of Life & Safety
Sustainability & Natural Environment
Economic Vitality
Organizational Excellence & Fiscal Health
No annual
increases
No
rollovers
Data driven
decisions
BUDGET REFORMS
Internal
audits
Tighter
policies
15 16
PERFORMANCE & ANALYTICS
• Identify strategic goals and use data to evaluate progress • Regular performance management meetings
• Shares strategic goals, performance measures, and progress • Regular process to inform priorities & services
17 18
18 12%
Completed
60%
In Progress
28%
Not Started
28 Strategic Objectives
73 Priority Projects
70 Key Performance Indicators
79%
In Progress
11%
Ahead of
Schedule
11%
Completed
STRATEGIC PLAN
19 Completed Strategic Objectives
STRATEGIC PLAN
20 DASHBOARD
DASHBOARD
22 DASHBOARD
DASHBOARD
24 www.carlsbadca.gov/strategicplan
LEADERSHIP & CAPACITY
• Elected/executive leaders communicate value of governing with data • Designated leader or team for citywide data strategy and governance • Designated leader or team for citywide performance management • Train, upskill and empower staff to use city data for decision-making 26 27
28 DATA MANAGEMENT
• Have documented policies and procedures to protect the privacy and confidentiality of government-held data
• City staff convenes data governance meetings to discuss data strategy and governance responsibilities
• Departments regularly collaborate and share data to achieve impactful outcomes for residents and our broader community • Continuously finding ways to improve our data quality standards
29 Data Governance Committee
City Council Data Policy
Data Classification
Data Quality
Data Protection
DataPublication
Data Driven Government
City of Carlsbad
1 2 3 4
Classification
• Scope
• Categorization
• Prioritization
• Retention
Protection
• Privacy
• Access
• Audits
• Backups
• Redundancy
Quality
• Standards
• Census
• Systems
• Analytics
• Training
Publication
• Framework
• Platform
• Open data
• Maintenance
• Engagement
Governance
• Oversight
• Implementation
• Audit
• Council Annual Report
Chief Data Officer, Chair
Data Governance Cmte.
30 FIRE OPERATIONS INTELLIGENCE SYSTEM
31 FIRE OPERATIONS INTELLIGENCE SYSTEM
32 33
STRATEGIC DIGITAL TRANSFORMATION
INVESTMENT PROGRAM
Communications
Department
34 INVEST IN
TO SEE
THE UNSEEN
TRANSFORMATION
STAKEHOLDER IMPACT
• Develop data services to improve government and the
community
• Collaborate with the community using evidence and insights 36 37
Communications
Department
38 Injury Collisions 2017-2022
INJURY COLLISIONS HEAT MAP
Aug 2022 – Mar 2023
April 2023 – May 2023
Upcoming projects
40 OPPORTUNITIES FOR IMPROVEMENT
• Open Data – More centralization, user guides, and feedback response • Stakeholder Impact – Educate community on how to use city data • Results Driven Contracting - Formalize a strategic goals aligned system to review, track and monitor vendor performance data to inform contracting decisions - make it easier to do business with the city • Rigorous Evaluations – Formalize a rigorous evaluations team and process for developing and adopting proven evidence-based programs 41 Silver Certified cities are
the top 20% of cities using
data to make decisions
and deliver outcomes for
their residents.
Gold Certified cities are
the top 10% of cities
using
data to make decisions
and deliver outcomes for
their residents.
Platinum Certified Cities are
the top 1% of cities
using data
to make decisions, achieve
more equitable outcomes for
their residents and close the
gap on disparities.
Achieving Certification - Tiers & Thresholds
51%-66% of criteria met
All core criteria and at
least 1 resident outcome
metric met
67%-84% of criteria met
All core criteria and at
least 2 resident outcome
metrics met
85%-100% of criteria met
All core criteria and at
least 3 resident outcome
metrics met
43 What Works Cities - Community Forum Calendar
https://community.results4america.org/
44 NEXT STEPS
• Core working group reviewing assessment for opportunities • Certification assessment achieved city benchmarking goals • WWC resources being strategically accessed for city needs • 5-year strategic plan and community needs will continue to guild performance management and operational excellence efforts 45