Public Safety City Service Area
Performance Management
Modernization
Public Safety, Finance, and Strategic Support
(PSFSS) Committee
April 18, 2024
1 Jennifer Piozet
Senior Executive Analyst
City Manager’s Office
Claudia Chang
Deputy Director
City Manager's Budget Office
2 Agenda
To provide an update on the modernization of performance measures for the Public Safety City Service Area
• Approach and components
• Snapshot of changes
• Summary of updates to the mission, outcomes, strategic goals, community indicators, and performance metrics
Diagram of Public Safety CSA Core Services and
Budget Programs
3 Office of the City
Manager Fire Department Police Department
CORE SERICES/BUDGET PROGRAMS
• City-Wide
Emergency Manag
ement
• Emergency
Management
• Emergency Response
• Fire and Emergency Medical Services
Dispatch
• Fire and Emergency Medical Services
Response
• Fire Stations / Apparatus Operations
and Maintenance
• Fire Sworn Training
• Special Operations - Airport Rescue
and Fire Fighting
• Special Operations - Hazardous
Incident Team
• Special Operations - Urban Search
and Rescue
• Fire Prevention
• Fire Cause Investigation
• Fire Safety Education, Review, and
Inspections
• Crime Prevention and
Community
• Crime Prevention
• School Liaison / Truancy
Abatement
• School Safety
• Investigative Services
• Assaults
• Court Liaison
• Crime Analysis
• Family Violence
• Financial Crimes / Burglary
• Gang Investigations
• Homicide / Crime Scene
• Internal Affairs
• Investigations Administration
• Juvenile / Missing Persons
• Robbery
• Sexual Assaults
• Special Investigations
• Regulatory Services
• Cannabis Regulation
• Gaming Control
• Permits
• Respond to Calls for
Service and
Patrol Support
• 9-1-1 Call Taking & Police
Dispatch
• Air Support
• Airport Division
• Downtown Services
• Field Operations
Administration
• Field Patrol
• Metro
• Reserves / Volunteers
• Special Operations
• Traffic Enforcement
• Violent Crimes
Enforcement
Independent Police
Auditor
• Independent Police
Oversight
• Oversight of Police
Misconduct
Complaints and
Public Outreach
The Public Safety CSA has eight core services that are mapped to four departments/offices Within those core services 41 budget programs that detail the service delivery work *Strategic Support functions of each Office and Department are separate core services than those listed above. 2023-2024 Budgeted FTEs by CSA
4 5
City Service Area Performance ManagementDegree of City Influence lower
higher
Systematically aligning qualitative and quantitative elements to monitor and evaluate services CSA Mission
Outcomes Community Indicators
‘what impact?’ for CSA
Qualitative Characterization Quantitative Measurement
Department Core Services
Core Service Performance
Measures
‘how well?’ for Core Services
Core Service Activity and Workload
Highlights
‘how much?’
Strategic Goals CSA Performance Measures
‘how well?’ for CSA
Reflect emphasis on emergency response
times and disaster preparedness
Added for the first time; proxy
indicators utilized where future
improvements are possible
Reflect emphasis on the City’s
role, including community
safety, education, and
partnerships
Core Services remained consistent
and were not updated
1. Assessed and updated CSA
Outcomes and Strategic Goals
2. Defined CSA Community Indicators
to measure CSA Outcomes
3. Updated CSA and Core Service
Performance Measures to measure
CSA Strategic Goals
4. Updated Core Service Activity and
Workload Highlights to measure
outputs and scale
6 A Guide to Good Measures | Criteria
When evaluating the meaningfulness of a measure, consider the following attributes:
1 Frequency. How often is the measure collected and reported? Does the measure adopt an adequate time horizon for impact? Can the measure be collected reliably over a specific time period? Is there a lag between time of collection and time of reporting?
2 Equity. Can the measure be disaggregated by race/ethnicity, geographic location, income, and other categories to measure disparities?
3 Credibility. Is the measure used by other agencies? Is it peer-reviewed, evidence-based, or part of a standard? Can it be used to benchmark against other cities or jurisdictions across categories that matter to the policy or program? Is the methodology sufficiently accurate and precise? 4 Scope. Is the measure representative in ways that matter to the population impacted by the policy or program? Can the measure capture multiple perspectives or scales, including human, economic, material, environmental, and social factors? Does the measure capture strengths and positive attributes versus deficits and negative attributes? Does the measure consider cultural context?
5 Relevancy. Does that measure clearly align to an organizational or community goal? Is it meaningful to a range of stakeholders? Is it actionable? Is it understandable to all audiences? 7 Current and Pending Future States
CSA Element
By CSA framework element
Current State
(# of measures)
Future State
(# of measures) Summary of Change
Community
Indicators 0
CSA Performance
Measures 11
Core Service
Performance
Measures
33 Core Service
Activity & Workload
Highlights
46 7
17 20
34 Added for the first time
55% increase in the number of measures. 0% remained unchanged or moved to the CSA level unchanged (0), 18% modified CSA PMs (3), 47% net new CSA PMs (8), 35% modified Core Service PMs and moved to CSA level (6). 39% decrease in measure volume, enabling clearer focus
26% decrease in measure volume, enabling clearer focus
Modernization Hypothesis
These changes to the CSA structure will enable a more meaningful and data-informed foundation for City decision-making and service delivery Core Services
8 Public Safety CSA | Future State
Engage the community to partner on public safety and emergency prevention, mitigation, preparedness, response, and recovery.
Office of the City Manager
• City-Wide Emergency
Management
Fire Department
• Emergency Response
• Fire Prevention
Independent Police Auditor
• Independent Police Oversight
Mission:
Outcomes: 2. Resilient communities that are prepared
for emergencies.
Strategic
Goals:
SG 1.1: Sustain a vibrant, safe community.
SG 1.2: Build community trust through responsive
safety services.
SG 1.3: Safeguard life, property, and the
environment.
SG 2.1: Prepare the community for emergencies
though public safety education.
SG 2.2: Cultivate community-led partnerships to
respond to emergencies.
SG 2.3: Mitigate and prepare for disasters and crime
through planning and prevention.
Police Department
• Crime Prevention and Community
• Investigative Services
• Regulatory Services
• Respond to Calls for Service and Patrol
Support
Updated Mission, Outcomes, and Strategic Goals
1. A safer San José with effective emergency
response services.
Community Indicators by Outcome
Outcome 1. A Safer San José with Effective Emergency
Response Services
Community Indicators:
1.1. San José as a Safe Place to Live (Police, Fire, OEM)
1.2. Reported Violent Crimes by Type (Police)
1.3. Reported Property Crimes by Type (Police)
1.4. Police Use of Force (Police)
9 Outcome 2. Resilient Communities that are Prepared for Emergencies
Community Indicators:
2.1. Emergency Alert System Registration (OEM)
2.2. Community Risk Index (OEM)
2.3. Alternatives to Incarceration (Police)
Measurement that quantifies trends affecting Outcomes (the well-being of communities), typically a rate or percentage, typically able to be disaggregated by race/ethnicity, geographic location, and/or other categories.
CSA Map
CSA Outcomes and
Community Indicators
“what impact?”
Outcome 1. A Safer San José with Effective Emergency
Response Services
Performance Measures:
1.1.1. Quality of Fire Protection and Prevention (Fire)
1.1.2. Quality of Emergency Medical Services (Fire)
1.1.3. Resident Household Emergency Preparedness (OEM)
1.1.4. Quality of Police Protection (Police)
1.1.5. Quality of Traffic Law Enforcement (Police)
1.2.1. Fire Emergency Responsiveness (Fire)
1.2.2. Emergency Medical Services Responsiveness (Fire)
1.2.3. Police Emergency Responsiveness (Police)
1.2.4. Emergency Calls for Service (Police)
1.3.1. Change in Crime Incidents (Police)
1.3.2. Police Case Clearance Rate (Police)
1.3.3. Motor Vehicle Collisions (Police)
1.3.4. Emergency Plans and Annexes Status (OEM)
10 Outcome 2. Resilient Communities that are Prepared for Emergencies
Performance Measures:
2.1.1. Types of Fire Safety Incidents (Fire)
2.1.2. Police Call Service Types (Police)
2.2.1. Community Emergency Response Team Certifications (OEM)
2.3.1. Completed Disaster Service Worker Trainings (OEM) CSA Performance Measures by Outcome
A measure that describes ‘how well’ a group of core services are meeting an Objective, typically a rate or percentage.
CSA Map
CSA Strategic Goals and
Performance Measures
“how well?”
11 Independent Police Auditor Core Service
Core Service Performance Measure. A measure that describes ‘how well’ an individual core service is being delivered, typically a rate or percentage.
Activity and Workload Highlights. A measure of an output unit within a Core Service. Measures “how much” of the workload is attempted or completed.
Core Service 1. Independent Police Oversight
Performance Measures (PM):
PM 1. Independent Police Auditor recommendations accepted.
PM 2. Internal Affairs Investigation interviews attended.
PM 3. San Jose Police Department Use of Force Reports.
Activity and Workload Highlights (AWH):
AWH 1. Classified complaints.
AWH 2. Outreach presentations/events and attendees.
AWH 3. Policy recommendations.
AWH 4. Internal Affairs Investigation interviews.
AWH 5. Use of Force Reports.
Department Core Service Metrics
12 CSA Map
Core Service
Performance Measures
and Activities and
Workload Highlights
“how well?” and “how
much?”
CSA Mission
Outcomes Community Indicators
‘what impact?’ for CSA
Qualitative Characterization Quantitative Measurement
Department Core Services
Core Service Performance Measures
‘how well?’ for Core Services
Core Service Activity and Workload
Highlights
‘how much?’
Strategic Goals CSA Performance Measures
‘how well?’ for CSA
CORE SERICES/BUDGET PROGRAMS
Office of the City Manager
• City-Wide Emergency Management
Independent Police Auditor
• Independent Police Oversight
Fire Department
• Emergency Response
• Fire Prevention
Police Department
• Crime Prevention and Community
• Investigative Services
• Regulatory Services
• Respond to Calls for Service and Patrol Support
13 Recommendation
Accept the status report on performance modernization updates for the Public Safety City Service Area including updated mission, outcomes, strategic goals and updated community indicators, performance measures, and activity and workload highlights.
Next Steps
▪ Budget Office to publish the updated mission, outcomes, strategic goals, and performance metrics in FY 24-25 Operating Budget
▪ Public Safety CSA will share performance measures during the Budget Study Sessions
▪ Future scope (subject to future resources): ITD leading the creation of CSA Dashboards and Data Catalog
Team
Appreciation
▪ CMO: Lee Wilcox, Claudia Chang, Tom Westphal,
Peter Hamilton, Gabriel Orozco Silva
▪ ITD: Arti Tangri, Angela Zhao, Ali Farahani, Albert
Gehami
▪ Office of Emergency Management: Ray Riordan,
Alvin Galang, Helen Trinh, Jay McAmis
▪ Independent Police Auditor: Karyn Sinunu-Towery,
Vivian Do
▪ Fire Department: Chief Robert Sapien, Mathew
Chacko, Athena Trede, Jacob Pisani, James Dobson,
Patrick Chung, Lawrence Chua, Gregory Tuyor
▪ Police Department: Chief Anthony Mata, Paul
Joseph, Jaime Jimenez, Monique Villarreal, Paul
Hamblin, Wendy Sollazzi, Judi Torrico, Lisa Perez,
Stephen Lagorio, Heather Randol, Brian Shab,
Jennifer Otani, Michael Stahl, Janet Phan
14 Public Safety City Service Area
Performance Management
Modernization
Public Safety, Finance, and Strategic Support
(PSFSS) Committee
April 18, 2024
15 Jennifer Piozet
Senior Executive Analyst
City Manager’s Office
Claudia Chang
Deputy Director
City Manager's Budget Office
APPENDIX
16 17
Office of Emergency Management Core Service
Core Service Performance Measure. A measure that describes ‘how well’ an individual core service is being delivered, typically a rate or percentage.
Activity and Workload Highlights. A measure of an output unit within a Core Service. Measures “how much” of the workload is attempted or completed.
Core Service 1. City-Wide Emergency Management
Performance Measures:
• Completed Emergency Management Training.
Activity and Workload Highlights:
• Coordinated courses, trainings, and exercises.
• Activations of the Emergency Management Organization. • Community Emergency Response Team (CERT) program participants. • Emergency Management Communications and Outreach.
18 Fire Department Core Service
Core Service Performance Measure. A measure that describes ‘how well’ an individual core service is being delivered, typically a rate or percentage.
Activity and Workload Highlights. A measure of an output unit within a Core Service. Measures “how much” of the workload is attempted or completed.
Core Service 1. Emergency Response
Performance Measures:
• Fires contained.
• Response time breakdown for Priority 1 calls.
• San Jose Fire Department (SJFD) resource deployment.
Activity and Workload Highlights:
• Emergency Incidents Received and Dispatched.
• Rescue Medic Unit Response transports.
• Emergency by Type Found on Arrival.
• Service Requests & Good Intent.
Core Service 2. Fire Prevention
Performance Measures:
• Arson investigations with determination of cause.
• Occupancies receiving an inspection.
• Inspections not requiring a re-inspection.
• Fire Prevention Code Enforcement complaints investigated within one week.
Activity and Workload Highlights:
• Arson incidents.
• Inspections by type.
• Total annual permitted occupancies.
• Fire Prevention Code Enforcement complaints
investigated.
• Public Safety Education.
Core Service 4. Respond to Calls for
Service and Patrol Support
Performance Measures:
• Average citywide response time to calls (in
minutes).
• Annual cost per service call for Police service.
• Average time in which non-emergency calls
are answered (in seconds).
• Off-duty Officer Secondary Employment
Services special event hours requested that
are filled.
Activity and Workload Highlights:
• Service Calls and Online Reports Received.
• Traffic Collisions.
• Neighborhood traffic enforcement requests
received.
• Moving Violations (Issued for Cars in Motion).
• Off-duty Officer Secondary Employment
Services.
19 Police Department Core Service
Core Service Performance Measure. A measure that describes ‘how well’ an individual core service is being delivered Activity and Workload Highlights. A measure of an output unit within a Core Service. Measures “how much” of the workload is attempted or completed.
Core Service 1. Crime
Prevention and Community
Education
Performance Measures:
• Police department is
standardizing a performance
measure for Crime
Prevention and Community
Education. This performance
measure will be reported in
the FY 2025-2026 Operating
Budget.
Activity and Workload
Highlights:
• Patrol hours spent on
proactive community policing.
• Community Presentations
(excluding schools).
• School Presentations by
type.
Core Service 2.
Investigative Services
Performance Measures:
• Cases that are
assigned a disposition
by type.
• Bureau of
Investigations I cases
by type.
• Bureau of
Investigations II cases
by type.
Activity and Workload
Highlights:
• Investigative Services
Cases.
• Cases that result in
criminal filings.
• Cases operationally
closed.
Core Service 3.
Regulatory Services
Performance Measures:
• Staff time spent on
cannabis regulatory
activities.
• Regulatory permits issued
by type.
Activity and Workload
Highlights:
• New cannabis
employee/manager badge
applications processed.
• Cannabis delivery vehicles
inspected and approved.
• Gaming Permits.
• Cardroom/key employee
license applications.
• Cardroom denials and
revocations.
W27 W28 W29 W30 W31 W32 W33 W34
1-Jan 8-Jan 15-Jan 22-Jan 29-Jan 5-Feb 12-Feb 19-Feb
20 Performance Management Initiative
Outlining a facilitated approach to modernizing the elements of the CSAs structure W52 W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18 W19 W20 W21 W22 W23 W24 W25 W26 26-Jun 3-Jul 10-Jul 17-Jul 24-Jul 31-Jul 7-Aug 14-Aug 21-Aug 28-Aug 4-Sep 11-Sep 18-Sep 25-Sep 2-Oct 9-Oct 16-Oct 23-Oct 30-Oct 6-Nov 13-Nov 20-Nov 27-Nov 4-Dec 11-Dec 18-Dec 25-Dec Task 1: Kickoff and CSA
Assessment (CED + Public Safety)
Task 2: Define CSA Outcomes and Community Indicators (CED + Public Safety)
Task 3: Update CSA and Department Performance Measures and Outputs 1 2
Next Steps
Address any final iterations identified by CSA leadership team Post-survey of CSA leadership team
3 Collect historical data for updated measures as part of the standard Budget Office process Future
Task:
Publish a
CSA
Dashboard
4 Publish final structure with the Budget Office in the 2024-2025 Proposed Operating Budget Dec. 13th: Public
Safety CSA Final
Reveal to
Leadership
Winter 2024 Task 4: Collect
historical performance
measure data
Winter 2024
Task 5: Publish
CSA and
Department
Sections
21 Performance Management Approach
CMO initiative team and CSA/Department roles and responsibilities CMO Activities:
1. Identify existing CSA and departmentlevel performance management artifacts
2. Interview DCMs, Directors,
Department Leadership to collect input
on CSA outcomes and performance
measures
CSA Role:
1. Provide feedback on and wish list of
current mission, outcomes, strategic
goals, performance measure and
activity and workload highlights
2. Identify any Department performance
management and core service SMEs
to serve as point of contact to help
coordinate and build new performance
measures and activity and workload
highlights
CMO Activities:
1. Use feedback to identify gaps in CSA
Outcomes and Strategic Goals
2. Suggest removals, additions, or
modifications to cover all core service
delivery
3. Use feedback to identify and propose
community indicators
CSA Role:
1. SME provide feedback on initial gap
analysis and suggested
additions/removals/ modifications
2. SME provide feedback on community
indicators and identity any gaps
CMO Activities:
1. Iterate on feedback to identify
remaining gaps in CSA and Core
Service level performance measures
2. Iterate on feedback to identify
community indicators
3. Update operating budget document
templates
CSA Role:
1. SME provide feedback on CSA
performance measure placement
under strategic goals
2. SME provide detailed feedback and
suggestions on proposed performance
measures and activity and workload
highlights, including ensuring clear
terminology definitions and data
sources
CMO Activities:
1. Finalize dashboards, community
indicators, CSA and core service
performance measures, and activity
and workload highlights
2. Collect historical data for finalized
performance measures and activity
and workload highlights
3. Create CSA performance measure
dashboard visuals
4. Create community indicator dashboard
visuals
CSA Role:
1. SME provide any final clarifications or
data
2. CSA leadership approve final sections
3. SME provide historical fiscal year data
4. SME complete
methodology documentation (i.e.,
data source, collection
or reporting frequency, calculation met
hodology/formulas, etc.).
Task 1: Kickoff and CSA
Assessment
Task 2: Define CSA Outcomes
and Community Indicators
Task 3: Update CSA and Core
Service Performance Measures
Task 4: Publish CSA and
Department Sections
22 Why Measuring Matters
Performance management in local government is a powerful tool for impact and storytelling 1 Demonstrate Accountability. Describe the service narrative and justify conclusions on the impact of a program on target populations and, in particular, accountability for disparities across groups. 2 3
Share Progress, Challenges, Lessons Learned, Best Practices, and Models for Replications. Assess efforts towards producing intended outcomes, service effectiveness, and need for resource adjustments. 4 Guide Service Improvement. Ensure use of quantitative and qualitative evidence in iterating programs and services forward to improve outcomes for impacted communities.
Solicit Reflections and Ideas. Expanding learning opportunities by engaging more audiences in translating data into action and, in particular, elevating community voices and redistributing decision-making power. 5 Educate Stakeholders and Influence Change. Engage potential audiences including community-based organizations, impacted communities, funders, elected officials, internal staff, partners, and media. 23 CSA Performance Management Glossary
Mission. A clear, guiding statement for the purpose, values, and goals of a CSA.
Outcome. A qualitative statement of community impact or condition of well-being. These are likely influenced by the actions of many other actors and by a multitude of external pre-conditions.
Community Indicator. Measurement that quantifies trends affecting Outcomes (the wellbeing of communities), typically a rate or percentage, typically able to be disaggregated by race/ethnicity, geographic location, and/or other categories.
Objective. A defined and specific City action, role, or strategy to contribute towards an Outcome, also referred to as a strategic goal.
CSA Performance Measure. A measure that describes ‘how well’ a group of core services are meeting an Objective, typically a rate or percentage.
Core Service. Department level key lines of business.
Core Service Performance Measure. A measure that describes ‘how well’ an individual core service is being delivered, typically a rate or percentage.
Activity and Workload Highlights. A measure of an output unit within a Core Service.
Measures “how much” of the workload is attempted or completed.
CSA Mission
Outcome
Strategic Goal /
Objective
CSA Performance
Measure
"how well?"
Community Indicator
"what impact?"
Qualitative
Representation
Quantitative
Measurement
Core Services
Department
Performance
Measure
"how well?"
Activity and
Workload Highlights
"how much?"
Degree of City Influence
low
high