Downtown Picture

Organizational Excellence

Organizational Excellence refers to ongoing efforts to establish standards and processes to engage and motivate employees to deliver high quality products and services to the Denton Community

Meeting the following goals will help achieve Organizational Excellence.

Goals

  1. Manage financial resources in a responsible manner
  2. Develop a high-performance workforce
  3. Promote effective internal and external communication
  4. Achieve high level of customer satisfaction
  5. Utilize technology to enhance efficiency and productivity
  6. Collaborate with local, regional, state, and federal partners

Details Dashboard Data


Strategic Outcome 1.1:

Increase overall satisfaction rate with customer service from 75 to 80 percent by 2020.

First contact resolution for customers:
The timely resolution of citizen and stakeholder requests is a key factor in customer satisfaction. It prevents customer frustration, and first-contact resolution allows staff to effectively plan for and address future workloads. Our target for FY 2016-17 is 85 percent.

Average time in seconds to answer calls:
Citizens and other stakeholders expect service providers to be responsive to their requests. The average speed of calls answered measures the average amount of time that callers wait on hold prior to having their call to Customer Service answered. Our target for FY 2016-17 is 60 seconds.

Payment transactions completed electronically:
Customers prefer efficient methods to accurately pay utility bills or manage their services. Adoption of electronic and self-service transactions provides convenience for customers while reducing the time and expense associated with processing these transactions. Our target for FY 2016-17 is 59 percent.

Strategic Outcome 1.2:

Improve positive rating of information sharing and communications with the public from 57 to 60 percent by 2020.

Percentage of citizens rating the City website as a major source of information:
By serving as the #1 source for City of Denton information, the website provides citizens with accurate and timely information more quickly and efficiently than in-person or phone transactions. This KPI is measured annually through a community survey. Our target for FY 2016-17 is 65 percent.

Number of followers on all social media sites:
Social media is the fastest-growing form of non-traditional communication and is where most of our citizens and other stakeholders are engaging in conversations and looking for information. By increasing our number of social media followers, we disseminate more accurate information and improve community relations. Our target for FY 2016-17 is 100,000 followers.

Number of Granicus view of live and on-demand videos:
This measures Granicus video service’s audience total for live and on-demand viewing. The data tells us how large the digital audience is. Our target for FY 2016-17 is 18,000 views.

Number of YouTube subscribers:
Subscribers represent a measurably consistent portion of the City’s video audience. Subscribers make a choice to receive updates because they care about the content. By increasing this number, we increase our visibility and reach. Our target for FY 2016-17 is 400 subscribers.

Strategic Outcome 1.3:

Increase percentage of residents rating the value received from their tax dollars from 53 to 60 percent by 2020.

Percentage of actual General Fund revenue as compared to budgeted revenue:
This is a measure of the accuracy of the revenue estimates presented in the City’s annual budget. Our target for FY 2016-17 is 100 percent.

Percentage of actual General Fund expenditures as compared to budgeted expenditures:
This is a measure of the accuracy of expenditure estimates and is also a measure of the budgetary expenditure control managed by the budget division. Our target for FY 2016-17 is 100 percent.

Percentage rate of investment return:
This is a measure of the return on the City’s investment portfolio. Our target for FY 2016-17 is 0.75 percent.

Number of internal control or Lean Government projects implemented:
This is a measure of the number of improvement events completed during the year. Our target for FY 2016-17 is 12 projects.

Percentage rate of employee turnover:
Turnover is the cycle of personnel leaving and being replaced as a result of retirement or moving out of the organization. Lower turnover rates mean employees are satisfied with City employment, reducing recruitment costs and lowering lost productivity costs. Our target for FY 2016-17 is less than 10 percent employee turnover.

Percentage of performance reviews completed within 30 days of due date:
Employees need feedback to perform at their best levels. Regular coaching and development by supervisors promotes accountability and better employee work engagement. Our target for FY 2016-17 is 100 percent.


Public Works

Public Infrastructure

Public infrastructure is infrastructure that is owned by the public or is for public use.

Meeting the following goals will help the City build and maintain adequate Public Infrastructure.

Goals

  1. Optimize resources to improve quality of City roadways
  2. Seek solutions to mobility demands and enhance connectivity
  3. Promote superior utility services and facilities
  4. Manage drainage infrastructure
  5. Develop Capital Improvement Program (CIP) based on community needs

Details Dashboard Data


Strategic Outcome 2.1:

Improve all City of Denton arterials and collectors to maintain no less than a service level of ‘D’ by 2030.

Number of arterial and collector intersections improved to address capacity and safety:
This is a measure of improvements made to increase intersection capacity and safety. These projects are scheduled based on funding allocated through the annual budget process. Our target for FY 2016-17 is 1 intersection improvement.

Number of signalized intersections retimed:
Properly timed traffic signals have benefits that include the minimization of stops and delays, fuel consumption and air pollution emissions, and maximizing vehicular progression along corridors. Our target for FY 2016-17 is 69 intersections.

Strategic Outcome 2.2:

Improve Overall Condition Index (OCI) from an average OCI of 65 to 70, with a backlog of reconstruction projects of not more than 15 percent.

Square yards of asphalt roadway reconstructed:
The City is committed to increasing the Overall Condition Index (OCI) rating of our existing roadway system. To do that, deteriorating roads must be reconstructed. Our target for FY 2016-17 is 60,000 square yards.

Square yards of asphalt roadway overlaid:
This measure is an indicator of the level of maintenance done on the city’s roadways to improve the OCI rating and ride quality. Our target for FY 2016-17 is 36,943 square yards.

Square yards of asphalt roadway micro-sealed:
This is a measure of the preventative maintenance completed on our roads to maintain the current OCI rating. Our target for FY 2016-17 is 191,188 square yards.

Strategic Outcome 2.3:

Increase percentage of city served by high-speed broadband access from 75.4 to 80 percent by 2020.

Percentage of city served by broadband:
By increasing the percentage of broadband in the city, broadband can boost local economic development and stimulate innovation while enabling improvements in education, health care, and other social services. Our target for FY 2016-17 is 80%.


Airport Image

Economic Development

Economic Development promotes positive economic growth and quality of life in Denton.

Meeting the following goals will help us advance our Economic Development efforts.

Goals

  1. Develop targeted policies and incentives to achieve desired economic growth
  2. Make Denton a destination for visitors
  3. Promote a business-friendly environment
  4. Encourage development, redevelopment, recruitment, and retention

Details Dashboard Data


Strategic Outcome 3.1:

By 2020, increase the percentage of total jobs paying $75,000 or more annually from 10 to 13 percent and grow jobs paying equal to or greater than $25,000 from 68 to 70 percent.

Percentage of jobs in Denton paying equal to or greater than $75,000:
Wage distributions are an economic indicator of the status of the labor market in the community. This KPI aims to capture the percent of knowledge-based and high-skilled jobs in the community using wage distributions equal to or greater than $75,000. Our target for FY 2016-17 is 10.75 percent.

Median family income:
Income is a key economic indicator and demographic that is important in site selection and marketing. Our target for FY 2016-17 is $63,411.

Percentage rate of unemployment:
The unemployment rate is a key economic indicator of the status of the community’s labor market. Our target for FY 2016-17 is 3.9 percent.

Percentage of jobs in Denton paying equal to or greater than $25,000:
This KPI was designed to help measure the percentage of jobs in the community with a living wage using wage distributions equal to or greater than $25,000. Our target for FY 2016-17 is 68.5 percent.

Strategic Outcome 3.2:

By 2020, create an additional 15 percent of taxable appraised value as a result of commercial and industrial development.

Increase Return on Investment (ROI) of incentives awarded:
The City’s ROI report provides what the City has received in direct benefits (property and sales tax revenues), as well as an indirect benefit of new jobs. To date, the City has invested $7.7 million in incentives and has benefited from a net increase in property and sales tax revenues of $34.4 million. The ROI for all incentives awarded is currently 349 percent. The City’s goal is to increase the ROI for all incentives to 352 percent.

Number of redeveloped properties in downtown Denton:
Redevelopment of downtown Denton is a priority to ensure the preservation of Denton’s unique culture and history. Our target for FY 2016-17 is 6 properties.

Total net sales tax collections related to economic development incentives:
Incentives are used to attract businesses and to expand the tax base of the City. Our target for FY 2016-17 is $3.8 million.

Increase in commercial and industrial property values:
An increase in commercial and industrial property value is an indicator of a strong economic environment, as well as successful business attraction and retention. Our target for FY 2016-17 is three percent.

Strategic Outcome 3.3:

Increase percentage of business owners that rate Denton as a good place to do business from 60 to 70 percent by 2020.

Number of business retention visits:
Business retention seeks to assess and respond to the needs of local businesses to help retain and expand their operations. Our target for FY 2016-17 is 105 visits.

Percentage of Certificates of Occupancy reviewed within 10 days:
By ensuring that the Certificates of Occupancy are reviewed in a timely manner, the City promotes a business-friendly environment and streamlines the process for opening a new business. Our target for FY 2016-17 is 95 percent.

Percentage of Tenant Finish Outs reviewed within 10 days:
This promotes a business-friendly environment that seeks to streamline the building-permitting process. Our target for FY 2016-17 is 95 percent.

Percentage of new commercial permits reviewed within 10 days:
Providing efficient and effective reviews of commercial plans helps ensure the safety of our citizens while also meeting the expectations of the construction community. Our target for FY 2016-17 is 95 percent.

Percentage of site plan submittals/resubmittals reviewed within 12 business days:
By ensuring that site plan submittals/resubmittals are reviewed in a timely manner, the City promotes a business-friendly environment and streamlines the process for new development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of subdivision plat submittals/resubmittals reviewed within 12 business days:
By ensuring that subdivision plat submittals/resubmittals are reviewed in a timely manner, the City promotes a business-friendly environment and streamlines the process for new development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of zoning verification letters processed within 10 business days:
By ensuring that zoning verification letters are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 95 percent.

Percentage of Zoning Board of Adjustments variances processed within 60 days:
By ensuring that Zoning Board of Adjustments variances applications are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of zoning/rezoning applications processed within 60 days:
By ensuring that zoning and rezoning applications are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of special use permits processed within 60 days:
By ensuring that special use permits applications are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of subdivision plats (approved by the Planning and Zoning Commission) processed within 60 days:
By ensuring that subdivision plats applications are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 90 percent.

Percentage of subdivision plats (approved administratively) processed within 45 days:
By ensuring that subdivision plats applications are processed in a timely manner, the City promotes a business-friendly environment and encourages development and redevelopment. Our target for FY 2016-17 is 90 percent.

Number of small area plans initiated each calendar year:
By preparing small area plans, the City is addressing an area’s needs and promoting clean and healthy neighborhoods. Our target for FY 2016-17 is 2 small area plans.

Number of corridor plans initiated each calendar year:
By preparing corridor plans, the City is addressing an area’s needs and promoting clean and healthy neighborhoods. Our target for FY 2016-17 is 2 corridor plans.

Number of Neighborhood Project Matching Grant applications processed each fiscal year:
By processing Neighborhood Project Matching Grant applications, the City is providing a neighborhood service to promote long-term, public benefit to citizens of Denton. Through this grant, neighborhoods can improve the appearance of their neighborhood, promote maintenance and enhancement, improve public safety, and improve public health. Our target for FY 2016-17 is 5 applications.

Number of Neighborhood Micro Grant applications processed each fiscal year:
By processing Neighborhood Micro Grant applications, the City is providing a neighborhood service to citizens of Denton by promoting the creation and maintenance of neighborhood associations and groups. Our target for FY 2016-17 is 6 applications.


Safe Family

Safe, Livable and Family Friendly

Meeting the following goals will help maintain a Safe, Liveable, and Family-Friendly Community.

Goals

  1. Enhance public safety in the community
  2. Seek clean and healthy neighborhoods in Denton
  3. Provide quality, diverse, and accessible neighborhood services for the community
  4. Provide and support outstanding leisure, cultural, and educational opportunities
  5. Provide support to citizens in need through social service agencies and programs

Details Dashboard Data


Strategic Outcome 4.1:

Increase percentage of citizens who feel safe in Denton from 80 to 85 percent by 2020.

Number of stakeholder meetings conducted:
The Police Department encourages and promotes partnerships with both individual and community groups. Positive interaction between officers and the community helps achieve this. Our target for FY 2016-17 is 200 meetings.

Average time in minutes for patrol response from dispatch to arrival on scene for Priority 1 (emergency calls):
A rapid response to an emergency situation can contribute to a successful outcome. Our target for FY 2016-17 is six minutes.

Average time in minutes for patrol response from dispatch to arrival on scene for non-emergency calls:
Although the majority of Police calls are non-emergency in nature, every call is important to both the Department and the citizen caller; therefore, officers should arrive to all calls within a reasonable time limit. Our target for FY 2016-17 is ten minutes.

Percentage of active structure fires responded to in five minutes or less (NFPA 1710 Standard is 90 percent in less than four minutes):
The Fire Department is committed to aligning with National Fire Protection Association standards in the rapid deployment of resources impacting citizen rescue, the containment of a fire to the room or structure of origin, and the safety of firefighters. Our target for FY 2016-17 is 50 percent.

Number of inspections completed for commercial/industrial/multi-family structures:
Annual routine inspections are required by state law for specific occupancies and by local ordinance for all existing buildings to ensure fire code compliance and reduce the risk of life and property loss. Our target for FY 2016-17 is 4,700 inspections.

Number of hours completed to enhance current training program to improve alignment with the requirements of the Texas Commission on Fire Protection and ISO:
The Fire Department is committed to achieving this target requirement as part of a multi-year plan to petition Insurance Services Office for review in 2019. Our target for FY 2016-17 is 36,000 hours.

Strategic Outcome 4.2:

Increase percentage of citizens who rate their neighborhood as a good place to live from 78 to 85 percent by 2020.

Increase in owner-occupied housing:
This measures the economic health of the housing market in Denton. An increase in owner-occupied housing indicates the availability of quality housing. Our target for FY 2016-17 is five percent.

Number of people served by public improvements:
Upgrading infrastructure, housing, and public facilities improves the quality of low- and moderate-income neighborhoods. Our target for FY 2016-17 is 9,733 people.

Number of households served in housing programs:
These programs expand the availability of affordable housing options for low- to moderate-income and special needs households. Our target for FY 2016-17 is 60 households.

Percentage of nuisance violations abated:
To facilitate clean and healthy neighborhoods, it is important to abate as many nuisance (grass/weeds, trash/debris, junk vehicles) violations as possible. Our target for FY 2016-17 is 90 percent.

Percentage of minimum building standard violations abated:
It is important to abate exterior housing maintenance violations to prevent dilapidation and further decline to protect the health and safety of the public. Our target for FY 2016-17 is 85 percent.

Percentage of zoning violations abated:
To facilitate clean and healthy neighborhoods, it is important to ensure that private property is being used in a way that does not adversely affect neighbors in the community. Our target for FY 2016-17 is 85 percent.

Number of dangerous buildings repaired or demolished:
To facilitate clean and healthy neighborhoods, it is important to repair or demolish dangerous structures to eliminate blight. Our target for FY 2016-17 is 30 buildings.

Percentage of gas well drilling and production sites inspected:
This measure indicates the City’s efforts to ensure that operating drilling and production sites comply with the Denton Development Code. Our target for FY 2016-17 is 100 percent.

Total miles of pedestrian trails:
Additional connectivity maximizes mobility throughout the community. Our target for FY 2016-17 is 30 miles.

Number of trees planted:
Increasing the tree canopy benefits neighborhood parks and public places. Our target for FY 2016-17 is 720 trees.

Acres of park per 1,000 population:
This measure shows that the park property acquisition is keeping pace with increased population in order to provide adequate park space. Our target for FY 2016-17 is 18.61 acres.

Satisfaction rating of “good” or “excellent” for programming / number of ratings received:
This measure demonstrates the quality of programs offered. Our target for FY 2016-17 is a satisfation rating of 4.5 with 3,600 responses.

Percentage of programs offered that made participation requirements:
The City wants to provide quality programs to citizens that are meeting the desires of the community. This measure demonstrates that the programs offered are desired by citizens. Our target for FY 2016-17 is 94 percent.

Total circulation of physical items:
This measure shows the success and demand for existing physical collections, which ties in to the Library’s strategic goal to provide a relevant library experience. Our target for FY 2016-17 is 1 million items.

Number of times database software accessed by customers:
This measure shows use patterns for database offerings, which helps determine trends that affect purchasing decisions. This measure compliments the Library’s goal to build opportunities for lifelong education. Our target for FY 2016-17 is 16,000.

Total E-circulation, including e-books, e-magazines, and streaming content:
This measure is designed to ascertain use patterns for e-content and show the success and demand for electronic formats within library collections, contributing to the Library’s goal to provide a relevant library experience for customers. Our target for FY 2016-17 is 100,000.

Percentage of Library customers who report increased awareness of Library offerings through outreach channels including DPL2GO, embedded librarian assignments, and community events:
This item will provide a particular measure of success of Library outreach efforts that result in increased awareness and actual visits by community members, and it will guide future plans for outreach and marketing initiatives. This measure helps fulfill the Library’s goal to initiate beneficial personal connections. Our target for FY 2016-17 is 25 percent.

Strategic Outcome 4.3:

By 2020, reduce Denton’s homeless population by 20 percent.

Number of individuals served through City-supported programs:
Local social service agencies have developed and maintained programs designed to meet specific needs in the Denton community. The number of residents and/or households to be served has been estimated by the agencies through their program development process and continue to increase. Our target for FY 2016-17 is 15,000 people.

Total funding amount from local, state, and federal, grants that was leveraged:
Increasing the availability of funding from sources other than the General Fund supports expanded services by local nonprofit agencies. Without the support of these funding sources, service numbers would significantly decrease. Our target for FY 2016-17 is $1.5 million.

Number of affordable housing units developed:
This effort, which also supports neighborhood conservation, expands the availability of affordable housing choices for low- to moderate-income, homeless, and special needs households by providing affordable rental and homeownership units. Our target for FY 2016-17 is 1 affordable housing unit.

Number of affordable housing units maintained:
This effort supports neighborhood conservation and provides safe, secure, energy-efficient, and attractive housing for residents in low- to moderate-income neighborhoods. Our target for FY 2016-17 is 26 units.


Sustainability

Sustainable and Environmental Stewardship

Sustainable and Environmental Stewardship refers to responsible use and protection of the natural environment through conservation and sustainable practices.

Meeting the following goals helps us achieve Sustainable and Environmental Stewardship

Goals

  1. Manage Denton's water resources
  2. Improve air quality and greenhouse gas management
  3. Improve energy efficiency and conservation
  4. Manage land use and preserve open/natural spaces
  5. Provide alternative modes of transportation
  6. Promote sunstainable materials resource management
  7. Encourage local food production

Details Dashboard Data


Strategic Outcome 5.1:

Increase Denton Municipal Electric’s (DME) renewable energy portfolio from 40 to 70 percent by 2019.

Decrease in municipal energy usage:
The City is legislatively required to reduce the amount of municipal energy used. The metric also measures how efficiently the City uses energy. Our target for FY 2016-17 is 5 percent.

Percentage of non-solar energy rebate funding used from base amount:
Energy rebates are provided as an incentive for energy-efficiency improvements and conservation. Improving energy efficiency and conservation can help reduce peak-loading factors, which reduces burdens on energy generation and delivery systems during times of peak demand. The program also helps develop positive community relationships. Our target for FY 2016-17 is 100 percent.

Percentage of solar energy rebate funding used from base amount:
The program provides incentives to install small-scale distributed energy generation systems. The use of small-scale energy generation systems can help reduce peak-loading factors, which reduces the burden on energy generation and delivery systems during times of peak demand. The program also helps develop positive community relationships. Our target for FY 2016-17 is 100 percent.

Percentage of City facilities with renewable energy usage:
Denton is a leader in providing renewable energy to customers. The amount of renewable energy used by City facilities demonstrates Denton’s commitment to using renewable energy. Our target for FY 2016-17 is 70 percent.

Strategic Outcome 5.2:

Increase percentage of landfill waste diverted from 36 to 40 percent by 2020.

Pounds of waste disposed per capita:
Americans produce more waste/capita than other developed countries. Denton wishes to reduce its amount of waste generated through public education and outreach programs. This measure will provide a gauge on the community’s success on reducing its waste/capita. Our target for FY 2016-17 is 1,900 pounds of waste per capita.

Percentage of waste diverted from the landfill:
The City Council has established a goal of diverting 40 percent of the community’s waste from landfill disposal. This measure tracks the community’s and the City’s success in waste diversion and recycling programs toward reaching this goal. Our target for FY 2016-17 is 40 percent.

Strategic Outcome 5.3:

Increase Denton’s bike and pedestrian mode share from 4.7 to 7 percent of total commuters by 2020.

Number of Active Transportation safety and education activities, events, and initiatives:
Communication and presence in the community increases the number of people who will potentially choose to use active transportation methods. This creates a healthy, sustainable, active, and involved community and contributes to an increase in mode share for active transportation. Our target for FY 2016-17 is 12 events.

Number of Active Transportation promotional events:
By directly engaging with the community through promotional events, the City can increase awareness of Active Transportation, provide education and resources, and ultimately change behaviors of road users. Our target for FY 2016-17 is 10 events.

Number of centerline miles of on-street bike infrastructure, such as bike lanes and sharrows:
This shows that we are committed to active transportation and transit choices. Our target for FY 2016-17 is 7 miles.

Number of trail and bikeway network gaps removed:
The Bicycle and Pedestrian plan was adopted in 2012. This measure reports our progress towards implementation and shows our commitment to active transportation and transit choice. Our target for FY 2016-17 is 4 gaps removed.

Number of sidewalk disconnects/gaps removed:
The Bicycle and Pedestrian plan was adopted in 2012. This measure reports our progress towards implementation and shows our commitment to active transportation and transit choices. Our target for FY 2016-17 is 4 gaps removed.

Number of transit stops with improved pedestrian and bicycle access:
The Bicycle and Pedestrian plan was adopted in 2012. This measure reports our progress towards implementation and shows our commitment to active transportation and transit choices. Our target for FY 2016-17 is 8 stops.