Strategic Planning Terms
This is what we are trying to accomplish or improve.
What is a goal?
This statement describes an organization's fundamental purpose, explaining what it does and who it serves.
What is a mission statement?
This term describes the overarching priority areas that guide the strategic plan and provide structure for where goals and strategies fit.
What is focus areas?
This team serves as the City’s single point of entry for information and service requests, providing empathetic support while helping departments focus on their core mission.
What is the 311 Contact Center?
This percentage reflects our target score for ensuring staff feel equipped and enabled to perform their jobs effectively.
What is 85% (Job Enablement Index target)?
Specific actions that will help you achieve your goals
What are strategies?
This statement describes an organization's aspirational future goals and what it hopes to achieve or become in the long term.
What is a vision statement?
This focus area improves service delivery by strengthening knowledge tools, expanding access to information, and modernizing technology.
What is Technology, Information Accessibility & Service Excellence?
This system lets residents contact the City in different ways to get help with services, events, and local projects.
What is the multi-channel customer service system?
This percentage represents the goal for employees feeling a sense of personal accomplishment in their work.
What is 85%?
Desired state or results from achieving your goal.
What is an intended outcome?
We exceed the needs and expectations of our diverse stakeholders by creating positive, productive, and proactive customer experiences.
What is the Department of Customer Experience's vision statement?
This focus area strengthens employee skills, confidence, and service delivery through training, professional growth, and workplace engagement.
What is Training, Knowledge & Staff Development?
This function monitors service data, identifies trends, ensures policy adherence, and prioritizes training to maintain accuracy, respect, and innovation in service delivery.
What is Service Performance & Quality Assurance?
This score reflects our commitment to maintaining high-quality service through accuracy, professionalism, and performance monitoring.
What is 90% or higher (Quality Assurance Score)?
These are measurable indicators used to track progress toward achieving goals.
What are metrics?
To deliver services, both internal and external, in a respectful and accurate way, using human-centered design, feedback, data, and employee empowerment to benefit all of our stakeholders.
What is the Department of Customer Experience's mission statement?
This focus area strengthens coordination across departments to ensure residents receive consistent, accurate, and seamless service.
What is Departmental Collaboration?
This virtual assistant helps residents find answers on the City website by responding to questions like trash schedules and jury duty updates.
What is the Beth Chatbot?
This is the maximum average time ambassadors should spend handling a call while maintaining service quality.
What is 10 minutes or less?