FROM DATA TO DECISIONS
ORGANIZATIONAL PERFORMANCE
AND OPERATIONAL ASSESSMENT
SERVICES
Santa Monica City Council
September 22, 2026
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
STARTING POINT
The City is not short on information
Across City operations, teams track services,
projects, demand, and results at significant scale.
A lot is being counted.
The next step is to make
the information work
together.
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
PURPOSE OF THE WORK
A common operating framework
DATA
• Measures
• Projects
• Service demand
• Workload
FRAMEWORK
• Shared definitions
• Clear ownership
• Meaningful targets
• Regular review
DECISIONS
• Priorities
• Efficiencies
• Resource allocation
• Operations
The framework creates a repeatable way to understand performance and act on the information.
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
CITYWIDE APPROACH
Raftelis will build the framework with departments
Each department keeps measures tied to its unique services while using a shared structure for review and accountability.
01 INVENTORY Document current measures, projects, definitions, and data sources 02 DEFINE Identify outcomes and measures that show service quality and results 03 STANDARDIZE Set ownership, targets, update schedules, and quality controls 04 USE Build management routines that inform operating and budget decisions Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
The proposal moves from evidence to implementation
Each assessment track follows a consistent approach before recommendations are finalized. 01 LISTEN
• 60 hours of City
interviews
• 8 hours of
stakeholder
interviews
• Building & Safety
and Code
Enforcement staff
survey
02 ANALYZE
• Workload and staff
capacity
• 5-7 peer cities
• Technology and process
review
• Current-state habitability
map
03 VALIDATE
• Initial issues meetings
• Preliminary
recommendations
presentation
• City review and
follow-up research
04 IMPLEMENT
• Draft and final report
• Implementation Action
Plan
• Optional process
mapping and
implementation
workshops
The result is a practical implementation plan that turns recommendations into assigned work with clear priorities and timelines.
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
THE
OPERATIONAL
ASSESSMENT
IN PRACTICE
BUILDING & SAFETY
Plan check, inspections, workload, service standards, and technology
CODE ENFORCEMENT
Case volume, staffing capacity, service levels, processes, and supervision
RESIDENTIAL HABITABILITY
Cross-department roles, complaint-to-closure workflow,
resources, and resident experience
ANALYZE IMPROVE MEASURE TRACK
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
DELIVERABLES
The City receives tools to carry the work forward
The engagement delivers both a citywide performance system and an implementation-ready operational plan.
CITYWIDE PERFORMANCE
Performance framework
Shared definitions, ownership, targets, update
schedules, and review routines
Management and public dashboards
Information for operating decisions, Council
oversight, and public transparency
Department implementation support
Measure refinement and expanded dashboard
support as the framework is put into use
OPERATIONAL ASSESSMENTS
Validated findings
Initial issues meetings for each assessment track
and a preliminary recommendations presentation
Final assessment report
Data-based recommendations for Building &
Safety, Code Enforcement, and Habitability
Implementation Action Plan
Priorities, accountable staff, resources, tasks, and
timelines for implementation
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
TRANSPARENCY
One framework.
One team, one focus, ONE SaMo
• Review performance
• Identify operational gaps
• Inform resource decisions
• Track implementation
• Measure performance
• Follow major projects
• View progress
• Create transparency
CITY MANAGEMENT, COUNCIL, AND THE COMMUNITY
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026
Staff
Recommendation
1. Adopt a finding of no possibility of significant
environmental effects pursuant to Section 15061(b)(3)
(Common Sense Exemption) of the California
Environmental Quality Act (CEQA) Guidelines; and
2. Authorize the City Manager to execute an agreement
with Raftelis for organizational performance and
operational assessment services for the City
Manager’s Office. This recommended award is made
as an exception to the competitive bidding process
pursuant to the City’s Procurement Policy pursuant to
Section 2.24.250 (b) and is for a total amount not to
exceed $326,600 with future year funding contingent
on Council budget approval.
Item 4-M
September 22, 2026
Item 4-M
September 22, 2026