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 2
Strategic Support CSA 2023-2024 Budgeted FTEs
City staffing spanning 4 Departments and 15 Core Services; 5 Appointee Offices and 5 Core Services Finance
• 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 Core Services
Public Works
• Facilities Management
• Fleet and Equipment Services
• Plan, Design, and Construct
Public Facilities and
Infrastructure
Appointees
• City Attorney
• City Auditor
• City Clerk
• City Manager
• Retirement Services
• Independent Police
Auditor*
* The Independent Police Auditor is aligned to the Public Safety CSA, which was modernized in FY 2023-2024.
Strategic Support CSA by the Numbers
+260k Financial Payments
+300k SJ311 Customer Contact Center Contacts
+23k Technology Help Desk tickets
+25k Facilities Work Orders Completed
2,870 City Fleet Vehicles and Equipment
675 Legal Claims and Lawsuits Filed
+$15m Estimated Audit Monetary Benefits
31 Labor Meet and Confer Issues
400 City Council Agenda Reports Approved 3
173 Public Meetings Staffed
4 City Service Area Performance Management
Systematically aligning qualitative and quantitative elements to monitor and evaluate services Degree of City Influence lower
higher
CSA Mission
Outcomes Community / Workforce Indicators
‘what impact?’ for CSA
Qualitative Characterization Quantitative Measurement
Department Core Services
Core Service Performance Measures
‘how well?’ for Core Services
Core Service Outputs: Activity and Workload Highlights
‘how much?’
Strategic Goals CSA Performance Measures
‘how well?’ for CSA
New element to
the CSA
structure
5 Strategic Support CSA
Updated Mission, Outcomes, and Strategic Goals
Mission
Outcomes
1. Excellent City service delivery that enhances
internal and external customer experience and
engagement.
2. Strategic investments in people, technology,
and assets.
3. Inclusive, adaptive, and sustainable work
environment.
Strategic
Goals
1.1 Set and exceed customer expectations.
1.2 Work as one team to facilitate a seamless
customer experience.
2.1 Ensure customers have the well-maintained
facilities, tools, and equipment they need.
2.2 Protect customers with timely review and
enforcement of regulations.
3.1 Ensure a safe, healthy, and well-trained
workforce.
3.2 Attract and retain a high-performing
workforce.
Shape an empathetic, engaged, and high-performing workforce with reliable infrastructure, technologies, and finances to enable accessible City services.
Core Services
Finance
• 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
Public Works
• Facilities Management
• Fleet and Equipment Services
• Plan, Design, and Construct Public
Facilities and Infrastructure
6 Strategic Support CSA
Workforce Indicators by Outcome
Workforce
Indicators
CSA Map
CSA Outcomes and
Workforce Indicators
“what impact?”
1.1 Per capita community resourcing.
1.2 City employee demographics
compared to San Jose community
demographics we serve.
1.3 Bilingual-certified City employees by
language to community demographics we
serve.
2.1 City’s General Obligation Bond rating.
2.2 City’s Deferred Maintenance and
Infrastructure Backlog.
2.3 Fleet vehicles past useful life.
3.1 Employees that are eligible for
retirement.
3.2 San Jose Sales Tax revenue.
Note: All workforce indicator data can be disaggregated by race/ethnicity or geographic location.
Measurement that quantifies trends affecting the well-being of the City of San Jose Workforce
Outcomes
1. Excellent City service delivery that
enhances internal and external customer
experience and engagement.
2. Strategic investments in people,
technology, and assets.
3. Inclusive, adaptive, and sustainable
work environment.
7 Strategic Support CSA
Measurement that describes ‘how well’ a CSA is meeting its strategic goals CSA Map
CSA Strategic Goals and
Performance Measures
“how well?”
CSA
Performance
Measures
• Information Technology Customer
Satisfaction Rates.
• Fleet and Equipment Services
Customer Satisfaction Rates.
• Facility Services Customer
Satisfaction Rate.
• Revenue Management Call
Timeliness.
• SJ311 Customer Satisfaction Score.
• SJ311 Requests Meeting Time
Targets.
• Projects with Baseline Budget.
• Projects within Baseline Schedule.
• Average Days to Process Purchase
Order.
• Labor Compliance Site Visits and
Interviews.
• Vendor Invoice Disbursements Paid.
• Uptime and Availability.
• Facility Condition Rating.
• Vehicle and Equipment Availability.
• Minimum Wage Case Resolution.
• Contracts Rejected Under Wage
Theft Policy.
• Cybersecurity Training Completion.
• Workers’ Compensation Claims
Contact Completed.
• Finance Contract Insurance
Clearance Issued.
• Human Resources Training Usage.
• Workers Compensation Claims Closure
Rate.
• Filled Positions.
• Employee Turnover Rate.
• Employee Engagement by Generational
Breakdown.
CSA Performance Measures by Outcome
Outcomes
1. Excellent City service delivery that
enhances internal and external customer
experience and engagement.
2. Strategic investments in people,
technology, and assets.
3. Inclusive, adaptive, and sustainable
work environment.
1. Retirement plans are
properly administered.
2. Ensure fiscally sound
investments to satisfy
Retirement Plans’
obligations.
8 Strategic Support CSA Appointees
Updated Missions and Outcomes
Missions
Outcomes
1. City Business is
Conducted Lawfully.
2. City’s Interests are
Protected and Business
Goals are Advanced.
The Office of the City
Attorney is committed to
providing excellent legal
services and advice,
consistent with the highest
professional and ethical
standards, with the goal of
protecting and advancing
the City’s interests in
serving the people of
San José.
1. Identify Ways to
Increase the Economy,
Efficiency,
Effectiveness, Equity,
and Accountability of
City Government.
2. Provide Independent,
Reliable, Accurate, and
Timely Information to
the City Council, city
management, and the
general public.
Identify ways to increase
the economy, efficiency,
effectiveness, equity, and
accountability of City
government by
independently assessing
and reporting on City
operations and services.
1. The Municipal
Legislative Process is
Accessible and Open to
the Community.
Provide strategic support
services and leadership to
maximize public access to
municipal government.
1. A responsible
administrative,
budgetary, and policy
framework for Mayor
and City Council public
policy decision-making.
2. Supported, engaged,
and empowered
employees that provide
efficient, effective, and
inclusive services,
facilities, and
opportunities to the
community.
Provide strategic
leadership to support the
Mayor and City Council in
its public policy decisions
and deliver accessible,
equitable, and quality
services, facilities, and
opportunities to the City’s
diverse residents,
businesses, and visitors.
Provide and maintain
financially sound pension
and healthcare plans.
Office City Attorney City Auditor City Clerk City Manager Retirement Services 9 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.
Next Steps
• Budget Office to publish the updated mission, outcomes, strategic goals, and performance metrics in FY 25-26 Operating Budget
• CSAs will share performance measures during the Budget Study Sessions and take performance targets into consideration when crafting budget proposals 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
10