The document provides an overview of Evanston, Illinois' 2012 Citywide Performance Measures (CPM) Report. It includes summaries of performance measures for various city departments and services. The goals of comprehensive performance measurement are to provide elected officials with data to make strategic decisions, increase accountability, and allow for benchmarking against other communities. Next steps include collecting 2012 year-end data, publishing the full 2012 report, tracking 2013 measures, and obtaining benchmarking data from other municipalities.

1. 1
City of Evanston
Citywide Performance Measures
2012 CPM Report Overview
November 10, 2012

2. 2
2012 CPM Report Presentation
• Performance Measurement Review
– Background
– Goals
• 2012 CPM Report Overview
• Next Steps
• Questions

3. 3
Performance Measurement Review
Background:
•The 2012 CPM Report was developed in accordance with the City
Council’s goal of “Efficiency and Effectiveness of Services.”
•The 2012 CPM Report was created using measurement and reporting
guidelines provided by ICMA.
•2012 represents the first year of CPM reporting for the City of
Evanston.

4. 4
Performance Measurement Review
Background:
•The draft Comprehensive Performance Measures were introduced
during the May 21, 2012 City Council Meeting.
•The City Council submitted comments and suggestions during the
May 21, 2012 meeting and during individual meetings with staff.
•City Council suggestions were incorporated into the 2012 CPM
Report.
•The 2012 CPM Report is available for viewing on pages 227 – 236 of
the Proposed FY 2013 Budget document.

5. 5
Performance Measurement Review
Goals of Comprehensive Performance Measurement:
•Provide elected officials with detailed information to help make
informed decisions about strategic goals and resource allocation.
•Provide the public with accurate data about the quality and efficiency
of local government services.
•Increase accountability of City staff by enhancing tracking and
reporting of organizational performance.
•Allow for benchmarking of City service provision against other
communities.

6. 6
2012 CPM Report Overview
City Manager’s Office – Pg. 228
# Service Area Performance Measure Description
2012
Target
Target
on
Track
1 Sustainability
Total energy savings Citywide during a specific
period of time calculated in terms of kWh and
Therms
20,000 kWh
100,000
Therms
2 Sustainability Annual grant funding secured. $100,000 ✔
3 Citizen Engagement
Percentage of 311 requests completed within
established service level agreement.
48 Business
Hours
4 Citizen Engagement
Number of administrative services assumed by
311.
4 ✔
5 Citizen Engagement
Change in number of subscribers to City
communication channels annually.
24,000 ✔
6 Events and Activities
Number of citizen engagement events and/or
activities.
72 ✔

7. 7
2012 CPM Report Overview
Law Department – Pg. 228
# Service Area Performance Measure Description
2012
Target
Target
on
Track
7 Ordinance Prosecution
Ordinance cases prosecuted during a specified
period of time (animal, aggressive panhandling,
curfew, disorderly conduct).
500
8 Traffic Prosecution
Traffic prosecution cases during a specific
period of time, including percentage of
successful prosecutions.
6300
9
Ordinances and
Resolutions
Ordinances and resolutions written and/or
reviewed during a specific period of time.
140 ✔
10
Loss Minimization/Risk
Management
Cases tried to verdict. 8 ✔
11 Administrative Adjudication
Number of administrative adjudication cases
tried per year (including appeals).
80 ✔

8. 8
2012 CPM Report Overview
Administrative Services Department - Pg. 229
# Service Area Performance Measure Description
2012
Target
Target
on
Track
12 Purchasing
Calendar days from requisition to purchase
order (formal and informal bids).
3 Days
13
Human Resources -
Recruitment
Calendar days from requisition to
hire/recruitment for internal and external hires.
60 Days ✔
14
Human Resources -
Satisfaction
Percentage of employees who rate training
opportunities, work environment and quality
of HR services as satisfactory.
15
Human Resources -
Retention
Length of time that employees maintain
employment with City.
12 Years ✔
16
Telephone System and
Network Problem
Resolution/Repair
Percentage of telephone system and network
problems corrected within 48 hours during a
specific period of time.
65% ✔
17 Finance / Accounting
Total number of financial reporting documents
published and/or certified during a specific
period of time.
21 ✔
18 Parking - Revenue
Number of parking tickets issued and parking-
related revenue generated during a specific
period of time.
9,484,400 ✔
19 Parking - Compliance
Number of e-mail and text alert subscribers
for street cleaning notifications.
1500 ✔
TBD

9. 9
2012 CPM Report Overview
Community and Economic Development Department – Pg. 230
# Service Area Performance Measure Description
2012
Target
Target
on
Track
20
Property Maintenance
Compliance
Total inspections performed per 1,000 population. 254
21
Property Maintenance
Compliance
% of compliant rental units of the Housing Code
Compliance Program within a calendar year.
98% ✔
22 Plan Reviews
Average number of days to review Single Family &
Accessory Structures and Commercial & Accessory
Structures.
Residential: 14 Days
Commercial: 24 Days
✔
23
Planning & Zoning
Reviews
Plan Commission: Average review time (days) of
rezoning cases in committee.
120 days
24
Planning & Zoning
Reviews
Average review time for Subdivision cases 90 days ✔
Continued…

10. 10
2012 CPM Report Overview
Community and Economic Development Department – Pg. 230 Cont’d
# Service Area Performance Measure Description
2012
Target
Target
on
Track
25
Planning & Zoning
Reviews
Plan Commission: Average review time (days) of
Plan Unit Development cases in committee.
90 days ✔
26
Planning & Zoning
Reviews
Zoning Board of Appeals: Average review time
(days) of Variation & Special Use permit cases in
committee.
30 days
30 days
✔
27
Planning & Zoning
Reviews
Historic Preservation: Average review time (days)
of Certificates of appropriateness cases in
committee
30 days ✔
28 New Businesses No. of new and closing businesses in Evanston.
New Business
Openings: 75
Businesses Closed:
40
29
Affordable Housing
Production/Rehab
Number of housing units (owner and rental) improved
per $100,000 of grant funding.
80 ✔

11. 11
2012 CPM Report Overview
Police Department – Pg. 231
# Service Area Performance Measure Description
2012
Target
Target
on
Track
30 Crime Rates
Benchmark of crime level against that of other
communities.
TBD
31 Calls for Service
Number of police calls per 1,000 residential population
compared with the percentage of dispatched police
calls.
TBD
32
Peacekeeping and
Domestic Quarrels
Number of domestic quarrels, referrals to Victim
Services and follow-on services provided.
TBD
33 Crimes Solved
Percentage of UCR (Uniform Crime Reports) Part I
Crimes Cleared.
TBD
34 Response Time Response time in minutes to Top Priority Calls. TBD
35 Seizure Data
Benchmark of quantity of illicit drugs and firearms
seized against that of other communities.
TBD
36 FTE to Population Sworn and civilian FTE's per 1,000. TBD
37
Proactive Activities by
the Problem Solving
Team
Compare year-to-year volume and results in
reduced in crime opportunities
TBD
38 Complaints
Compare trendlines in citizen comments at Human
Services Committee
TBD
* Performance measures to be added after full year of data collection.

12. 12
2012 CPM Report Overview
Fire Department – Pg. 232
# Service Area Performance Measure Description
2012
Target
Target
on
Track
39 Response Time
Percentage of emergency fire calls with a response
time of five minutes and under from dispatch to arrival
on scene, compared with square miles served per fire
Suppression Station, and compared with population
density.
95% ✔
40 Fire Incidents Fire Incidents confined to room of origin. 65% ✔
41 Injuries
Number of on the Job (OJI) related injuries per 100
members that resulted in time lost from duty in a 1 year
period.
<5 ✔
42 Vehicle Accidents
Job related vehicle crashes, deemed preventable, per
100 members in a 1 year period.
<5
43 FTE to Population Sworn and civilian FTE's per 1,000 population. 1.4 ✔
44 EMS Response Time Emergency responses (in seconds). 240 ✔
45 Alarm Response Time
Turnout Time for emergency and non-emergency
alarms.
Em<70
Non<100
✔
46 Loss Minimization Estimated property value preserved. N/A

13. 13
2012 CPM Report Overview
Health Department – Pg. 232 - 233
# Service Area Performance Measure Description
2012
Target
Target
on
Track
47
Communicable Disease
Epidemiological
Investigations
Number of investigations and complaints. 450 ✔
48 Educational Outreach
Number of individuals reached by educational activities
per 1,000 population.
2,000 ✔
49
Educational Outreach -
Lead Poisoning
Track local trends in testing sites for lead,
childhood blood lead screening rates, and
incidence in childhood lead poisoning rates.
20 ✔
50 Health Inspections
Number of restaurant, temporary food and farmer's
market inspections (cont'd in comment).
1,200 ✔
51 Dental Care
Number of visits to dental clinic for preventative and
restorative care.
1,500
52 Vital Records Number of birth and death certificates issued. 1,500 ✔
53 Pediatric Oral Care
Average time wait time for pediatric oral
restorative and preventative care.
10 ✔

14. 14
2012 CPM Report Overview
Public Works Department – Pg. 233 - 234
# Service Area Performance Measure Description
2012
Target
Target
on
Track
54 Waste Diversion Total waste diversion rate. 19%
55 Road Rehabilitation Road Rehabilitation Expenditures per paved lane mile. $407,007 ✔
56
Timely Capital
Improvements
Percentage of capital improvement projects on time
and under budget.
Complete ✔
57 Resident Satisfaction
Survey of residents impacted by all Public Works
projects.
Satisfied ✔
58
Time to complete
maintenance and minor
repairs
Percent of minor vehicle repairs completed within 2
days and percent of preventative maintenance
completed within 30 days of due date.
1.Total Vehicle
downtime of 5% or
less. 2. P.M.
completion rate of
95%
✔
59
Cost of maintenance and
minor repairs
Average maintenance and repair cost per vehicle.
Less than $3.00 per
mile driven
✔
60 Snow Removal
Snow and ice control expenditures per capita
compared with inches of snowfall.
Snow Cost Per
Capita ($6.50)
Annual Inches of
Snow (20")
61
Timely waste and
recycling collection
Percent of residential and commercial waste and
recycling picked up on schedule.
90% ✔
62
Residential Street
Sweeping
Street-sweeping expenditures per linear mile
swept.
$120 ✔

15. 15
2012 CPM Report Overview
Library – Pg. 234
# Service Area Performance Measure Description
2012
Target
Target
on
Track
63 Customer Satisfaction
Percentage of citizens who rated library service as
satisfactory.
80%
64 Customer Service
Percentage of library users who rated the helpfulness
and the general attitude of library staff as satisfactory.
90%
65 Collection
Percentage of library users who rated the availability of
library materials as satisfactory.
80%
66 Circulation Number of items circulated per resident. 13.8
67 Purchasing Costs
Number of dollars spent for materials acquisition per
resident.
$18.12
68 Facility Usage
Number of meeting room requests and estimated
attendees.
Requests: 4,500
Attendees:
25,000
✔
69 Second Visits
Number of library program participants that enroll
in additional programs.
60% return
visits
70 Outreach Effectiveness
Surveys gathering information on how they
learned about programs.
most cost-
effective means

16. 16
2012 CPM Report Overview
Parks, Recreation and Community Services Department – Pg. 235
# Service Area Performance Measure Description
2012
Target
Target
on
Track
71 Youth Employment
Percentage of applicants for youth employment and
vocational training opportunities who received such
opportunities.
5% increase
year over
year
✔
72 Facilities Management
Total number and response time of completing in-
house work orders.
Historical
Comparison
✔
73 Forestry Response
Total number and response time of completing
Forestry Division requests.
Historical
Comparison
✔
Continued…

17. 17
2012 CPM Report Overview
Parks, Recreation and Community Services Department – Pg. 235
# Service Area Performance Measure Description
2012
Target
Target
on
Track
74 Recreation User Activity
Evaluate total program participation and recreation
services by age and Ward.
Historical
Comparison
75 Youth Engagement
Evaluate employee and employer satisfaction with
youth employment programs.
80% ✔
76 Park Attendance
Attendance at PR&CS special events and park
permits
45,700
77 Park User Experience
User survey of facility conditions, safety and
cleanliness.
TBD
78 The Arts
Number of functional aspects added to
evanstonartsbuzz.com web site
TBD

18. 18
2012 CPM Report Overview
Utilities Department – Pg. 236
# Service Area Performance Measure Description
2012
Target
Target
on
Track
79 Reliable Distribution
Number of customers experiencing an unscheduled
disruption of service.
720 ✔
80 Water Complaints
Number of customer complaints for water's technical
quality.
100 ✔
81 Sewer Complaints
Number of customer complaints for sewers' technical
quality (seepage, backups, overflows, etc.).
200 ✔
82
Employee Health and
Safety
Benchmark days lost from work due to illness or injury
again.
3.6
83 Regulatory Compliance Number of EPA regulatory violations. 0 ✔
84 Water Main Failure Rate Number of known breaks/leaks per mile of water main. 0.3 ✔
85 Water Sales
Millions of gallons of water sold to outside
communities.
11,500 MG ✔

19. 19
Next Steps
Moving Forward with Performance Measurement:
•Collect year-end performance measurement data for 2012.
•Publish the 2012 Performance Measurement Report as part of the
Adopted FY 2013 Budget document.
•Begin tracking performance measures for 2013.
•Obtain CPM information from comparable communities for
benchmarking purposes.

20. 20
Questions?