High Performing Government

manager3Gilbert is committed to highly efficient operations while delivering superior results. Excellent performance requires aligning efforts that drive internal effectiveness with those that create external impact. Gilbert will achieve optimal performance by aligning strategy with operational goals supported by best management practices and effective internal and external collaboration. Committed to the initiative of becoming a High Performing Organization, Gilbert will deliver unparalleled quality of service at the highest value for all of its stakeholders.

 


 

Status Legend:
 greenDiamondIn progress, on track  blueDiamondCompleted, at or above target  yellowDiamondCompleted, below target redDiamondOn hold

 

2014 Goals

Department/Contact
 Goal Expected Outcome(s) / Results
 Status
Water Resources
Hakon Johanson
Prepare and complete applications to unify 100% of the Gilbert's AZ Department of Water Resources permits by December 31, 2013. Provide the Town with maximum flexibility in managing its water resources which will drive more efficient use. RESULTS:100% of the permits are now unified, next step is to apply for the permit amendments.   blueDiamond
Police
Tim Dorn
Property: Increase the % of disposed versus received property inventory from 50-55% (5000 items) by December 31, 2013. Comply with new AZ State statue;  create more storage capacity for future use. RESULTS: Police Property staff increased the %of property inventory disposed versus received from 50% to 56% achieving their goal and disposing over 6000 items!   blueDiamond
Police
Tim Dorn
Operations: Increase the IA staff's investigation completion rate from 20% to 70% completed within 20 days by June 30, 2014. NOTE: the baseline % was changed from 42% to 20% due to identified math error in calculating the baseline (March 2014). Increase community trust by addressing citizen's concerns in a timely manner; provide closure for the benefit of employees within the Police department. RESULTS:

Although two-thirds of the IA staff were on special assignment during 3 of the 6 months, the staff increased IA’s investigation completion rate from 20% to 41% for cases completed within 20 days. In addition, the average number of days for investigations overall went from 49 days to 22 days – a 55% decrease!!

yellowDiamond
Police
Tim Dorn
Communications: Update and implement 100% of the SOP's regarding event types  calls into the CAD system by June 30, 2014. Improve response times and overall safety by ensuring the right people get to the scene. greenDiamond 
Planning
Kyle Mieras
100% of Planning's electronic files will meet quality control standards by June 30,  2014. Provide internal and external customers with data in a more efficient manner.  greenDiamond
Clerk's Office
Cathy Templeton
Phase I: Fully train all Clerk's Office staff in their current position by March 31, 2014.  Phase II: Beginning in April 2014 increase the number of staff trained in each function from one to two or more by September 30, 2014. Ensure proficient and consistent level of customer service in the Clerk's Office; increase capacity in the Clerk's Office. STATUS: Phase I is complete and Phase II is on track. greenDiamond 
Parks and Recreation
Rod Buchanan
Parks: decrease the number of maintenance deficiencies from 253 to 50 by January 1, 2014. Enhance preventative maintenance program by identifying and fixing potential safety issues. RESULTS: Exceeded their goal by decreasing the number of maintenance deficiencies from 253 to 39 or 85%! The staff will continue to work on the remaining 15% over the next several months.  blueDiamond
Parks and Recreation
Rod Buchanan
Recreation program areas in Events, Riparian, Neighborhood Services, and CDGB: increase team performance and internal staff awareness from an average of 50% to 80% by February 1, 2014. 

Create team cohesiveness and understating of the resources each team member is able to bring to help each other and reach department goals. RESULTS: Team achieved 90% awareness, increasing their knowledge and team cohesiveness.

blueDiamond
           
Parks and Recreation
Rod Buchanan
Recreation Centers and Front Office Staff:  increase the internal staff average rating of the Internal Reservation process for indoor facility rentals from 60% (not working very well) to 90% (working extremely well) by June 30, 2014.

Increase internal communication between front office Administrative Assistants and facility staff to include Recreation Coordinators, Senior Recreation Leaders, Recreation Leaders and Custodians . Ensure best-in-class customer service which builds customer loyalty! RESULTS: Increased the internal staff average rating of the Internal Reservation process for indoor facility rentals from 60% (not working very well) to 85% (working very well)! Both teams worked together to create and improved forms, guidelines and procedures as well as spent time cross-training on the new process!

yellowDiamond
Parks and Recreation
Rod Buchanan
Adult and Youth  Sports: increase customer loyalty Net Promoter Score from 56 to 61 by June 30, 2014.
Optimize participation and streamline processes. 
greenDiamond
Intergovernmental Relations
Leah Hubbard
Improve working relationships with members of the Arizona Legislature by increasing the weekly meetings and contacts by May 1, 2014.
Stronger, more meaningful presence at the Legislature; increased ability to effectively educate legislators regarding legislation impacting the Town of Gilbert; IG will be relied upon as a resource for good information.
greenDiamond
Intergovernmental Relations
Leah Hubbard
Streamline and achieve 85% closure rate on “ALL COUNCIL” (mayor-initiated) within 7 business days by June 30, 2014.
Increased timeliness and responsiveness to resident inquiries; greater accountability and follow-through on resident inquiries. RESULTS:

Staff achieved a 100% closure rate for April, May and June.  In addition, staff improved the constituent inquiry system’s process for all town-wide inquiries and produced a customized council report!


blueDiamond

2013 Goals
 Department/Contact
 Goal Expected Outcome(s) / Results
Status
Accounting
Florence Shultz
Develop and distribute an AP Desk Manual for applicable Town staff by April 1, 2014. NOTE: this deadline has been extended from the amended due date of November 2013. AP staff continues to provide assistance and training as well as finalizing the Purchasing and Contract procedures for the new AP Desk Manual with  the new staff in Purchasing.
Consistent application of AP processes and procedures, also ensures newly hired employees know how to complete AP responsibilities; ultimately resulting in improved efficiencies. RESULTS: the AP manual has been developed and deployed to applicable Town staff. AP staff will continue to provide customized screen shots to ensure information is kept current.

blueDiamond
Communications
Dana Berchman
Complete Digital Roadmap by August 1, 2012.
Establish Gilbert as a leader in citizen engagement, open government and digital industry growth. RESULTS: Digital Roadmap is complete and ready for implementation.
blueDiamond
Communications
Dana Berchman
Increase social media following by 15% (454 followers) by March 1, 2013.
Broaden our reach as we promote citizen engagement and Town news, events, and programs. RESULTS:  Increased social media by 455 followers!
blueDiamond
Court
John Hudson
The Court will report all final dispositions to the Department of Public Safety by March 1, 2013.
Criminal Dispositions are legally mandated by the AZ Revised Statutes; slows down the criminal justice process - not timely for criminal history report; operational review. RESULTS: Staff completed 2233 dispositions within 7 weeks; backlog has been eliminated for all non-pending dispositions! Court staff now routinely complete dispositions as they come in eliminating the possibility of backlogs. 
blueDiamond
Court
John Hudson
The Court staff will purge 100% of eligible criminal cases in accordance with the Arizona Code of Judicial Administration (4-302) by June 30, 2014. NOTE: this deadline has been extended from the original due date of October 30, 2013 due to staffing vacancies and the need to prepare for execution of the WIG.
Improve efficiency and create additional space for recently closed files. RESULTS: Court staff purged 75% of eligible criminal cases in accordance with the Arizona Code of Judicial Administration (4-302). Staff continues to work on the remaining 25% - set for completion by end of December, 2014.
yellowDiamond
PW Environmental Services
Kenneth Morgan
Reduce preventable accidents and injuries in Environmental Services to zero by 12/1/12. Every employee goes home safe every day. RESULTS:  During July - December 2012, Environmental Services staff incurred one preventable accident and one preventable injury.; this was a decrease of 80% in preventable accidents and 75% reduction in preventable injuries  over the same time period in 2011!  yellowDiamond
Facility Maintenance
Howard Davis
Replace 6000 light bulbs with more energy efficient bulbs in six Town facilities by December 31, 2012.
Reduce energy consumption and reduce energy costs by $4,000; ultimately reducing our overall pollutant output. RESULTS: All 6000 light bulbs have been replaced, reducing energy costs by $4,000. Staff is working on replacing the rest of the bulbs throughout the Town facilities. 
blueDiamond
Fire
Jim Jobusch
Complete the self assessment process to become an accredited fire department through the Commission on Fire Accreditation International by January 31st, 2014. Note: this goal has been put on hold due to the Insurance Service Office comprehensive fire protections classification evaluation this year.
Complete a strategic operational review of all lines of service, establish a long-term strategic plan, and identify major goals and objectives for the department while identifying areas of optimization for fire service in Gilbert. 
redDiamond
           
Fleet Maintenance
Bill Kohn
Increase parts availability from 60% to 90% by April 2, 2013.
Improve vehicle turn-around  times, vehicle in-service rates, lower down time. Together all of these will lead to our ultimate objective of being a high performing department that consistently delivers world class customers service to each department that we serve.  RESULTS: Fleet staff exceeded their goal by increasing parts availability to 98%!  
blueDiamond
PW Water
Kenneth Morgan

Distribution South: Improve net piece accuracy of quarterly inventory by 2% (92% to 94%) by October 1, 2013. NOTE: this deadline was extended from the original deadline of June 30th to allow staff to apply the new procedures for two quarters instead of just one. 
Minimize any discrepancies during quarterly inventory. RESULTS: Improved net piece accuracy of quarterly inventory  from 92% to 95% for  Q4 FY 2013 and  Q1 FY 2014 exceeding their goal! Staff will continue to apply the new procedures going forward.
blueDiamond
Safety Committee
Leland Frische
Work to reduce preventable motor vehicle accidents from an average of 1.3 per month to Zero through establishing a Vehicle Equipment Procedure and Accident Review Committee by January 2, 2013.
Create the safest possible working environment for all employees. RESULTS: Safety Committee developed and distributed the Vehicle and Equipment Procedure which takes effect beginning on January 2, 2013. The procedure includes a comprehensive approach to vehicle and motorized equipment safety. One of the key elements to the new procedure is the Accident Review Committee (ARC). The ARC will replace the current Public Works Accident Review Board and will include the rest of the departments with the exception of Police and Fire, which have established their own review process. This procedure is a critical step in establishing a safe work environment.
blueDiamond
Utility Billing
Leslie Nieves
Reduce the average % of disconnects from 55% to 40% by May 16, 2013.
Cost savings for the meter department in disconnecting and reconnecting services for customers (time, equipment, fuel). Increased customer satisfaction. More efficient use of USR staff time as we can schedule the outgoing calls instead of the random incoming calls from customers that have been disconnected. RESULTS: Staff reduced the average % of disconnects from 55% to 33% - exceeding their goal by 6%!! In addition to increasing customer satisfaction, the Meter department saved over 190 labor hours - freeing them up for more value added work for their customers!
blueDiamond

 2012 Goals  

 Department/Contact
 Goal Expected Outcome(s) / Results
Status
Town Manager
Patrick Banger
Revisit, redefine, and recommit to updated Mission, Vision and Values by October 30, 2012. All employees are able to recognize, talk, adhere to, and model the Town’s mission, vision, and values. Ensure the mission, vision and values are at our core and that we hire, measure, model, and recognize them. RESULTS: Mission, Vision, and Values were updated using a participatory process involving employees at all levels of the organization.  blueDiamond
Finance and Management Services
Cindi Mattheisen
Develop a comprehensive finance policies and procedures manual and make it available on the internal Intranet by August 31, 2012.
Having the Finance policies and procedures online allows easy access, helping to ensure compliance. RESULTS: Finance policies and procedures are now available on the internal Intranet for employees to access.
blueDiamond
Purchasing
Douglas Boyer
Revise Purchasing Code by August 2012, update Purchasing manual by September 2012; train departments beginning in October 2012. 
Educating staff on the updated Purchasing Code and Procedures helps to ensure consistent compliance  across departments, and promotes greater efficiency in purchasing as well as obtaining maximum value for the lowest possible pricing. RESULTS: Purchasing Code has been revised and approved by Council; the Manual updates and the development of the training is 75% complete. Purchasing has established a new Goal which focuses on completing the manual and training employees on the new Purchasing Code as well as the Contract Module in Edens; see 2013 goals under Financial Plan for further details. 
blueDiamond