Focus Area · Jun-26
Service Excellence
Responsive, Resident-Centered Services
Objective · 1 public measure
Caution
- The resolution rate increased again to 94%, up 0.5 percentage points from 93.5% in 2026-Q1 and continuing the green recovery above the >=90% target.
- The improvement was broad enough to trust: Parks, Transportation, and Code Compliance all benefited from cleaner routing, while the new Resident Response Cohort for Spanish-language callers reduced follow-up delays in the South Harbor service area.
- Seasonal spring demand was handled without repeating last year’s Q3 softness, helped by preassigned crews for potholes on Route E-4 and park amenity checks before Memorial Day.
- For a fast-growing AA-rated city, this is the right service-excellence posture: responsive, measurable, and still humble about keeping the operating rhythm tight.
Measure
Trend
Actual
Target
Status
Citywide Service Request Resolution Rate %
91.20%
90.00%
On Target
Initiative
Percent Complete
Start Date
End Date
Status
Neighborhood Library Modernization
50%
10/29/2025
10/09/2026
On Target
High-Performing City Workforce
Objective · 1 public measure
Caution
- Digital Service Adoption improved again to 71.6% in 2026-Q2, up 0.4 percentage points from 71.2% in 2026-Q1 and continuing well above the >=60% target.
- The pace is modest, but at this adoption level modest growth is a healthy signal of sustained performance rather than campaign noise.
- Beach parking renewals, online bulky-item pickup scheduling on sanitation Routes 2 and 5, and the new mobile-friendly business license amendment form all supported the gain.
- Across the full arc, Harborview moved from 65.7% in 2024-Q3 to 71.6% in 2026-Q2, and the departments have given us a credible, data-clean story to put in front of council.
Measure
Trend
Actual
Target
Status
Digital Service Adoption %
47.90%
52.50%
On Target
Initiative
Percent Complete
Start Date
End Date
Status
Teacher Recruitment & Retention Initiative
55%
11/28/2025
10/24/2026
On Target
Smart City Digital Services Initiative
51%
12/28/2025
11/23/2026
On Target