Applying the Baldrige Criteria for Performance

Excellence to Talent Management

January 21, 2009

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Coral Springs aligns processes and resources to support their strategic priority of a customer-involved government. Various directional statements were written to achieve increased contact with community businesses on city issues, such as: citizen volunteerism, voter turnout , diverse methods for communicating with citizens, opportunities for staff to directly meet customer needs, enhancing the City’s nationally acclaimed identity, partnering with schools and non-profits to advance youth mentoring, and aligning City services with customer expectations.

Key Intended Outcomes to track progress included: number of citizen volunteer hours, percent of voter turnout, overall rating in terms of communicating with residents, customer service rating by citizens, customer service rating by businesses, number of mentors trained, overall quality rating for city services by residents, overall quality ratings for city services by businesses, and employee satisfaction ratings. Examples of specific projects were: improved business outreach, a customer care center, enhanced permit notification, small permit pilot project, customer service call center improvements, building division workshops, and a partnership on small business development. The graph above shows the steady progress of the effectiveness of communication with businesses in the city.

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