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HomeMy WebLinkAbout26 - Measurement and Performance BenchmarkingCITY OF NEWPORT BEACH CITY COUNCIL STAFF REPORT Agenda Item No. 26 April 22, 2008 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL FROM: City Manager's Office Homer Bludau, City Manager 949/644 -3000 or hbludau @city.newport- beach.ca.us SUBJECT: COUNCIL APPROVAL OF CITY SERVICES RECOMMENDED BY ICMA CONSULTANTS FOR MEASUREMENT AND PERFORMANCE BENCHMARKING ISSUE: Does the City Council approve the 29 City services being recommended by the ICMA team and the City Manager to move forward in the benchmarking process? RECOMMENDATION: Approve the recommended services for measurement and performance benchmarking. DISCUSSION: Background: One of the City Council's 12 priorities for 2008 is to "conduct an organizational improvement effort through the identification of data gathering and service benchmarks to measure organizational effectiveness." With the hiring of consultant Phil Batchelor to help Council identify the appropriate process to do this, a three -step plan was developed under the leadership of the Council Finance Committee and was approved by Council to meet this priority. The first step of the organizational improvement effort was the customer satisfaction survey, which served as a basis for establishing residents' satisfaction levels with a wide variety of City services. The second step involves selecting specific services provided by the City, gathering data on these services to assist in measuring the time and resources being allocated to the service deliveries, and then comparing our service City Services Recommended by ICMA Consultants for Measurement and Performance Benchmarking April 22, 2008 Page 2 benchmarks with other cities providing the same services in order to compare service delivery efficiencies. International City Management Association (ICMA) consultants Craig Rapp and Brooke Myhre were hired by the City Council to assist in the benchmarking effort, after a selection process initiated by a Request for Qualifications (RFQ) process. They have worked with staff over the past two months to get to know the organization and the Council's priorities. They have met with the Executive Management team twice in discussions about the process and how to benchmark. A 4- person staff facilitation team composed of Susan Warren — Library; George Murdoch — Utilities; Mike Wojciechowski — Information Technology; and John Kappeler — Code Enforcement, has worked closely with our ICMA consultants to assist with the details of the benchmarking program. Working with staff, our consultants identified services for benchmarking consideration, and they are recommending a list of 29 services to be benchmarked, including at least one service from every City department. These 29 identified services were reviewed by the Council Finance Committee and are being recommended to the City Council. The Committee made no changes in the consultants' recommendations. In reviewing the attached list, it is important to note those services identified on pages 11 -16 are not being recommended to be included in the initial benchmarking effort. Environmental Review: The City Council's approval of this Agenda Item does not require environmental review. Public Notice: This agenda item has been noticed according to the Brown Act (72 hours in advance of the meeting at which the Council considers the item). Submitted by � / , � d n Attachment I Leaders at the Core of Better Communities To: Newport Beach City Council From: Craig Rapp and Brooke Myhre, ICMA RE: City Services Recommended for Measurement and Benchmarking Date: April 9, 2008 The purpose of the memorandum is to recommend a list of city services that will provide the foundation for a performance measurement system. The list, attached to this memorandum, represents the first significant milestone in the City's performance measurement project. On April 7"' the Finance Committee reviewed these recommendations and they have forwarded them for your consideration. The initial development of a performance measurement system depends upon a careful balancing of the desire to measure "everything ", with the practical limits of establishing a baseline for core services and other activities of importance to the community. For that reason, it is important to identify services that directly relate to organizational priorities and primary functions. The attached list was developed by the internal performance measurement team (a cross section of employees from all areas) plus the Department Heads. The selection was based upon the following criteria: 1. Services relevant to identified City Council priorities 2. Priorities identified in the Resident, Business and Developer Surveys 3. Core /fundamental services of the city- including those which provide strategic direction or vital internal support to the delivery of services As a reminder, the following were the priorities identified by the Council and the Resident Survey-. Council Priorities Resident Survey Priorities City Hall Management of traffic flow Facilities financing plan Maintenance of streets /infrastructure Implement group home ordinance Maintenance of beaches Water Quality Enforcement of codes /ordinances Benchmarking Quality of water supply Banning Ranch Appraisal/Acquisition Effectiveness of city communications Traffic mana ement implementation Parks & Rec. Programs, facilities Protect from JWA adverse impacts Quality of city customer service Improve communication with p ublic Quality of library s stem 3 Align codes /re s with General Plan More public arks /rec facilities Update City fees for services ICMA's challenge to the performance measurement team was to identify services that met one or more of the criteria, and to provide a brief explanation justifying that decision. The group was also asked to include internal services which they believe are critical to providing external service delivery. Seven of the 29 services recommended are internal, "strategic support" services such as Employment Services in the Human Resources Department and Information Technology Services in the Administrative Services Department. Overall, we indicated that a total of thirty services would be the maximum manageable number of services for this initial effort. The attached spreadsheet lists the 29 services selected (not in rank order) along with the justifications for their inclusion. In addition, we have also listed the other services put forth, but of lesser priority. We realize that the City Council may have different, or additional service priorities, therefore we included the entire list. Once the City Council has approved the list of services, development of performance measures for each will begin. Training is already underway, with more specific work occurring after the April 22nd Council meeting. Following City Council consideration, next steps in the process are: April 23 Measurement development training for internal advisory team April 28 -30 Training and development of measures - department facilitators May 12 -14 Training and development of measures- department facilitators May 30 Finance Committee consideration of measures June 10 City Council consideration of measures As indicated, the services listed are a description of those activities that directly relate to the priorities the City of Newport Beach seeks to address. While significant change to the list is not envisioned, small changes to the descriptions to provide a "best fit" for benchmarking purposes may occur. u City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking April 3, 2008 DepartmentlService Title Service Description Customer Survey Council Other Findings Priority /Concern Criteria/Comments Public Works Capital Improvement Plan Protecting and providing public improvements and Maintenance of Streets Council Priority - Facilities Delivery services by planning and executing the design, and Infrastructure - 75% Financing and construction, repair and replacement of City satisfied. Replacement Plan infrastructure and capital assets within a reasonable Importance/Satisfaction time and within the planned budget. Rating 2nd of top ten; High Priority for emphasis in next two years. Traffic and Transportation Protecting and providing public improvements and Management of Traffic Council Priority - Traffic Management services by using engineering expertise to solve Flow on City Streets - Management problems and to promote a safe and efficient 61% satisfied. Implementation transportation system. Importance/Satisfaction Rating 1 st of top ten; Very High Priority for emphasis in next two years. Utilities Drinking Water Supply Provide residents, businesses and visitors potable Quality of City's water Council Priority - Water Opportunity to measure water by supplying water from ground water and import supply - 75% satisfied. Quality cost- effectiveness of water sources. I/S Rating 5th of top ten; service delivery Medium Priority for emphasis in next two years. Water Quality /Environmental Protecting and providing public improvements and Enforcement of Codes Council Priority - Water Protection services by collaborating with the City Managers Office and Ordinances - 63% Quality to manage and preserve the quality of Newport Beach's satisfied. water resources through engineered capital projects Importance/Satisfaction and studies. Rating 4th of top ten; Medium Priority for emphasis in next two years. 04 -07 ICMA benchmarking list Page 1 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Other Findings Priority /Concern Criteria /Comments Utilities (Cont'd) Wastewater Collection Operate and Maintain the City's wastewater collection Council Priority - Water General Plan Vision — system that transports wastewater from the residents Quality Bay Water Quality. and businesses of the City of Newport Beach to the Opportunity to measure Orange.County Sanitation District. cost - effectiveness of service delivery. Electrical Services Operate and maintain the City's street lights. Provide Opportunity to measure cost - effectiveness of electrical services for City facilities, parks, community buildings, pump stations, oil wells, and emergency service delivery generators. Human Resources Employment Services Facilitate the timely hiring of excellent, qualified Internal customer priority for employees. Includes staff planning, consulting, recruiting, developing and administering examinations, measurement. It is and new employee processing. important to City departments to keep a fully staffed workforce to deliver their core services to the community. Employee Relations Provide employee relations services including policies Internal customer and procedures to guide employees and managers so priority for they can fairly and consistently manage within the measurement. scope of City policy. Includes negotiating, implementing, and interpreting MOU's developing, interpreting and administering personnel policies and procedures, maintaining accurate employee records, counseling and assisting with employee grievances and disciplines. 04 -07 ICMA benchmarking list Page 2 of 16 N City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Other Findinqs Priority /Concern Criteria /Comments Library Library Customer Service Deliver quality service to customers by providing Quality of City's Library General Plan Vision - accurate answers, quick responses and assistance in Services - 92% satisfied. Community Arts and learning to use the resources and technology that are I/S Rating 10th of top Cultural Services. available in the Library, ten; Medium Priority for Library Board Priority emphasis in next two item. Fire years. Fire Emergency Response Provides for emergency fire and medical response, non- Police, Fire and GP Vision: Community emergency medical responses, vehicle entrapment Paramedic Services - Services - responsive extrication, mutual and automatic aid, hazardous 93% satisfaction. I/S public safety services materials response, fire alarms, general calls for Rating 8th of top ten; assistance, and assistance to other City departments. Medium Priority for emphasis in next two years. Fire Prevention /Complaints Programs providing for adherence to fire regulations, Police, Fire and public education, and hazard mitigation. In keeping to Paramedic Services - this goal, we feel it is imperative that we need to be 93% satisfaction. I/S receptive to any input from the residents and business Rating 8th of top ten; community with regard to complaints to the services we Medium Priority for provide, emphasis in next two years. -�{ 04 -07 ICMA benchmarking list Page 3 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Findings Administrative Services information Technology Deliver automation solutions and communications Effective communication Services services to all City Departments, the City Council, and w /public - 69% satisfied. members of the Public by consolidating, developing and I/S Rating 6th of top ten maintaining a dynamic, progressive, service oriented, rated; Medium Priority information technology system. for emphasis in next two years. 52% satisfaction with City's Web Page Budgeting Deliver a meaningful annual operating financial plan that provides long -term sustainability, flexibility and stability, through preparation and monitoring of the annual budget and related documents. Purchase Develop and maintain a dynamic, service oriented, Requisitioning /Purchase procurement system to deliver the supplies, services, Ordering and other resources needed by City Departments to meet their missions. Orders, Encumbrances, Agrements, Purchase card program, Bid Process, City vehicle fleet database /paperwork management City Manager's Office Public Information / Provide accurate, timely information in a consistent and Communication effective manner using various communication tools including the City's Web site, NBTV, and City Manager's community newsletter to inform residents and businesses about City programs, policies and projects. Effective communication w /public - 69% satisfied. I/S Rating 6th of top ten rated; Medium Priority for emphasis in next two years. Council Priority /Concern April 3, 2008 Other Criteria /Comments Internal customer priority for measurement Council Priority - Facility Internal customer Planning; Benchmarking priority for measurement Internal customer priority for measurement Council Priority in 2007 General Plan Vision - and 2008 Responsive Government 00 04 -07 ICMA benchmarking list Page 4 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Other Findings Priority /Concern Criteria/Comments City Manager's Office (Cont'd) Community Code Ensure neighborhood preservation and community Compliance quality of life issues are addressed via effective implementation, compliance, and enforcement of the City's municipal codes, policies and ordinances. Recreation and Senior Services Enforcement of City Council Priority - General Plan Vision - Codes and Ordinances - Implement Group Homes Preserve Community 63% satisfied. I/S Rating Ordinance Character 4th of top ten; Medium Priority for emphasis in next two years. Business Survey: 11 % dissatisfied Senior Services Delivers recreation, education, nutrition, socialization, Parks and Recreation GP Vision: Community access, transportation, and support services to seniors programs/facilities - 87% Services, Recreational directly, contractually or through volunteers and satisfaction. I/S Rating Opportunities referrals. 7th of top ten; Medium Priority for emphasis in next two years. After School Programming - Operation and Delivery of After School Services to Parks and Recreation GP Vision: Community Active Kidz Program youth grades K-6 at Mariners, Community Youth Center programs/facilities - 87% Services, Recreational and West Newport Community Center. satisfied. I/S Rating 7th Opportunities of top ten rated; Medium Priority for emphasis in next two years. y 04 -07 ICMA benchmarking list Page 5 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Other Findings Priority /Concern Criteria /Comments City Attorney's Office Contracts Approval Review, comment and approve as to form all Contracts. The City Attorney's Internal customer Offices services effect all priority for measurement of the City Council's priorities and require alignment with individual departments for successful implementation of the Council's Policies. Enforcement of City's Administrative, Criminal and/or civil prosecution of Enforcement of City " Municipal Code major Municipal Code violators. Codes and Ordinances - 63% satisfied. I/S Rating 4th of top ten; Medium Priority for emphasis in next two years. General Services Refuse Collection Removal of residential refuse and diversion of recyclable materials. Very satisfied or satisfied City Council Priorities: 92% Water Quality; General Plan Vision: Healthy Natural Environment, Responsive Government, Energy Conservation, Air Quality General Plan Goals and Policies: LU 1.2, NR 6.7 04 -07 ICMA benchmarking list Page 6 of 16 O City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description General Services (Cont'd) Park Maintenance Maintenance of active and passive parks. Street Sweeping Removal of street debris Maintenance of City Beach Maintenance is responsible for cleaning seven Beaches and Bays miles of beachfront, the boardwalks, fire rings, and is instrumental in the City's Adopt -a -beach program. Customer Survey Findings Parks and recreation programs/facilities - 87% satisfied, Importance/Satisfaction Rating 7th of top ten, Medium Priority for emphasis in next two years 86% Very satisfied or satisfied with cleanliness of streets and public areas, Maintenance of City streets and infrastructure - 75% satisfied. Importance /Satisfaction Rating 2nd of top ten, Medium Priority for emphasis in next two years. Maintenance of City Beaches and Bays - 82' satisfied. Importance/Satisfaction Rating 3rd of top ten; Medium Priority for emphasis in next two vaarc Council Priority /Concern Council Priority - Water Quality Council Priority - Water Quality; General Plan Vision: Healthy Natural Environment Council Priority - Water /o Quality; General Plan Vision: Healthy Natural Environment, Boating and Waterways April 3, 2008 Other Criteria /Comments 04 -07 ICMA benchmarking list Page 7 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking DepartmenVService Title Service Description Police Crime Prevention Crime prevention is the promotion of those attitudes, activities and behaviors that create and maintain safe and vital communities where crime and delinquency cannot flourish. Crime prevention practices provide a foundation for community justice initiatives and embrace the principles of restorative justice Police Emergency Response Response to calls for emergency service Police Investigations Investigate crimes and facilitate prosecution or resolution Development Services Development Services will reflect all phases of the development review, permitting and inspection process, and include the services delivered by the Planning, Building, Public Works, and Fire Departments towards the process. The individual services are detailed below by partner department. Planning Discretionary Land Use and Review land use and development proposals for Development Approvals compliance with the General Plan, Zoning Code, CEQA, and selected statutes and codes, in conjunction with other City departments. Prepare staff reports and recommendations on such land use and development proposals for final review and approval by the Planning Director, Zoning Administrator, Planning Commission, and /or City Council. Customer Survey Findings Police, Fire and Paramedic Services - 93% satisfaction. I/S Rating 8th of top ten; Medium Priority for emphasis in next two years. Developer Survey - Respondents indicated the need for enhancements to the plan check process to reduce processing time, more effective initial interaction with developer, improved contact facilitation, and consistent application of standards and codes Council Priority /Concern General Plan Vision - Balance the needs of residents, businesses and visitors with the recognition that Newport Beach is primarily a residential community. GP Goals & Policies: Foster a pattern of development that retains and complements residential . neighborhoods, commercial and industrial disricts, open spaces and natural environment April 3, 2008 Other Criteria /Comments GP Vision: Community Services - responsive public safety services Division Goals — Provide efficient processing of residential and nonresidential construction plans through the review and zoning compliance verification process 04 -07 ICMA benchmarking list Page 8 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking DepartmentfService Title Service Description Customer Survey Council Other Findinqs Priority /Concern Criteria /Comments Development ServiCeS Development Services will reflect all phases of the (Cont'd) development review, permitting and inspection process, and include the services delivered by the Planning, Building, Public Works, and Fire Departments towards the process. The individual services are detailed below by partner department. Planning (Cont'd) Plan Check Processing Review land use and development proposals - requiring Developer Survey - Division Goals — staff -level approvals only - for compliance with General Respondents indicated Provide efficient Plan, Zoning Code, CEQA, and related statutes and the need for processing of use permit codes, in conjunction with other City departments, enhancements to the applications through the plan check process to review and decision reduce processing time, process by the Planning more effective initial Director interaction with developer, improved contact facilitation, and consistent application of standards and codes Building Plan Check Check plans for compliance with the applicable codes Developer Survey - Timely plan check is Improve the important for the project responsiveness to developer /owner to inquiries about permit comply with the building applications and speed code and start the up the plan check project on schedule. process. 73% of developers are willing to pay additional fees to speed up the process. Building Inspection Inspect construction for compliance with the approved Developer Survey - Timely inspections are drawings and the codes Customers are generally important for the project satisfied with the developer /owner to competence of building comply with the building inspection staff and the code and complete the responsiveness to project on schedule inspection requests. 04 -07 ICMA benchmarking list Page 9 of 16 v� City of Newport Beach Benchmarking and Performance Measure Development Project April 3, 2008 Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Other Findings Priority /Concern Criteria /Comments Development ServiceS Development Services will reflect all phases of the (Cont'd) development review, permitting and inspection process, and include the services delivered by the Planning, Building, Public Works, and Fire Departments towards the process. The individual services are detailed below by partner department. Public Works Development Review Protecting and providing public improvements and Developer Survey - " Process services by helping customers accomplish their private Customers are generally development goals while safeguarding the integrity and satisfied with the City's quality of the public right -of -way development review staff in the Public Works Department. Fire Fire Department Plan Fire Prevention Division reviews all plans in conjunction Developer Survey - " Review with the Building Department. The review of building Customers are generally plans provides the Fire Department with an opportunity satisfied with the City's to verify that fire and life safety requirements are being development review staff met. Includes Pre - submittal review. In the Fire Department. City Clerk Records Management Collection, retention, and access to municipal records. Internal customer priority for measurement 04 -07 ICMA benchmarking list Page 10 of 16 s City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Findings Prtortty /Concern April 3, 2008 Other Criteria /Comments Other Services - Not Recommended for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Utilities Oil and Gas Services Contract administration and oversight of the City of Newport Beach's 16 oil wells that produce oil and gas for sale. Human Resources Employee Retention and Provide training and performance evaluation programs Development for City employees and their supervisors to develop and retain a workforce of high - quality and performance and encourage career development. Includes Flexibly staffed positions, Promotional recruitments, New online performance evaluation system, City -wide performance evaluation training, Tuition Reimbursement, Certificate Pay, Fair class and comp system, City -wide training, Flexible work schedules (9180), Casual Fridays, EAP, Employee Recognition Breakfast, Respectful and fair treatment of employees, Fair and valid promotional exams, Leadership Program through Cal State Fullerton, Classification and Compensation Studies Employee Benefits Provide health and safety benefit programs that best meet the needs of employees, retirees, their dependents, and the City, and inform participants on how to utilize their plans effectively. Includes BIC employee /staff meetings, Health Fair, Retirement seminars, Retirement counseling, Annual flu shots, Annual health screenings, Annual online open enrollment, Online information, Newly hired employee benefits orientation, Employee Assistance Program 0407 ICMA benchmarking list Page 11 of 16 t_i` City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Findings Priority /Concern April 3, 2008 Other Criteria /Comments Other Services - Not Recommended for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Library Support for Students Provide materials, assistance and events which support the students from the local elementary, middle and high schools of our community. Programming & Events Plan and deliver programs and events which are relevant, educational and enjoyable for customers of all ages. Information Resources Provide current information that meets the varying needs of the Community through print, media and on- line resources. Fire Fire Investigation Fire investigators work in conjunction with the Newport Beach Police Department and assist in criminal investigations by determining the origin and cause of fires. Marine Safety Ocean Lifeguards protect over 10 million visitors each year with their preventative actions and medical assistance. They are in charge of watching over 7 miles of beachfront and providing over 3,000 to 4,000 ocean rescues each year. Other services they provide beyond rescues and medical aids are: first aids, lost persons, boater warnings, animal warnings, surfer warnings, boat rescues, boater assists, and many preventive actions. _ 04 -07 ICMA benchmarking list Page 12 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Departmentservice Title Service Description Customer Survey Council Findings Priority /Concern April 3, 2008 Other Criteria/Comments Other Services - Not Recommended for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Administrative Services Cash and Investment Provide efficient and secure cash and investment Management services to City Departments and City Council by mninfnininn ci.M.,6nf Mr r„rr<n} nrni.H.H rneh Vendor Payment Cycle Develop and maintain a reliable and responsive accounts payable process to ensure City Departments continue to receive the supplies, services, and other resources needed to meet their missions, by providing timely and accurate payments of authorized invoices to vendors, within the vendor's terms, and providing accurate expenditure information to City Departments. City Manager's Office Customer Service / Provide responsive, efficient and high - quality service in Satisfaction response to inquiries from Newport Beach residents and businesses Recreation and Senior Services Contract Classes Delivery of health, wellness, educational and enrichment classes through over 150 contract classes. Z 0407 ICMA benchmarking list Page 13 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Findings Priority /Concern April 3, 2008 Other Criteria /Comments Other Services - Not Recommended for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Recreation and Senior Services (Cont'd) Facility Satisfaction Facility Maintenance of 11 Community Centers through staff and contract services. Facility Maintenance of Ball Fields. Maintenance of playgrounds. City Attorney's Office Public Records Act Respond to Public Records Act Requests Requests Police Walk- in Service The delivery of police services to those citizens who walk into the police department and are greeted by front desk personnel. Walk -in services would include obtaining reports, reporting crime, posting of bail, payment of fees, recovery of vehicles, traffic collision reporting, etc. Community Policing The philosophy, management style, and organizational Indicators strategy that promotes pro - active problem solving and police - community partnerships to address the causes of crime and fear as well as other community issues. 04 -07 ICMA benchmarking list M Page 14 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description April 3, 2008 Customer Survey Council Other Findings Priority /Concern Criteria /Comments Other Services - Not Recommended- for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Percentage of UCR Part I The clearance of UCR reported crimes in two crimes cleared categories: violent and property crimes. Aggravated assault, forcible rape, murder, and robbery are classed as violent while arson, burglary, larceny - theft, and motor vehicle theft are classed as property crimes. Targeting Specific Crime The ability of the Police Department to identify specific Trends crime trends and the efficiency and efficacy in which the Police Department develops strong public awareness of those trends. Community Outreach The ability of the Police Department to communicate, interact and partner with its citizens and businesses through the use of usual as well as innovative methods 04 -07 ICMA benchmarking list Page 15 of 16 City of Newport Beach Benchmarking and Performance Measure Development Project Initial List of City Services Proposed for Benchmarking Department/Service Title Service Description Customer Survey Council Findinsts Prioritv /Concern April 3, 2008 Other Criteria/Comments Other Services - Not Recommended for Benchmarking at this time The following services were also proposed by departments, but are not recommended for inclusion in the initial list of services to be benchmarked: Building Customer Service Permit Process permit applications and drawings for building Counter construction and issue permits Recheck of Drawings Review drawings resubmitted for recheck to verify that corrections have been resolved prior to issuing a building permit City Clerk Elections The purpose of the Elections program is to provide election services to voters, petitioners, City departments and candidates so they can participate in the election process. The legal requirements for elections come from the City Charter and the State of California. The election set up services include compiling, reviewing and processing candidate nomination papers; gathering and organizing the necessary information required for calling the election and consolidating with the County of Orange; obtaining and verifying candidates nomination papers and other documentation; and managing the contract with the County of Orange to conduct the election. Post election services include reviewing the invoice from the County for election services, canvass of the election, and records management of election results. F 04 -07 ICMA benchmarking list Page 16 of 16 O