City of Harborview

Community Performance Dashboard

Reporting Period Q2-26
Measure · Service Excellence

Citywide Service Request Resolution Rate %

Share of resident service requests submitted through Harborview Connect and the Permit Center that are resolved within the City’s response standard. It shows how reliably day-to-day issues get fixed; the target is 90% or higher.
On Target

Actual vs Target

Quarterly · Q3-24 to Q2-26

Quarterly Analysis

Q2 improved again to 94%, a +0.5 point movement from 93.5%, keeping the measure green and confirming that Q1 was not a one-quarter bounce. The strongest operational detail is consistency: Harborview Connect queues were reviewed before every month-end close, and the Permit Center's expanded Accela status feed reduced duplicate resident inquiries during the spring construction season. Parks also used its Beach Ready checklist to close restroom, signage, and access-path requests before Memorial Day weekend rather than carrying them into summer. We are not back to the 95% high-water mark from 2025-Q2, but we are in a healthy, reliable band with better controls than we had a year ago.

Recommendations

  1. Sustain the month-end queue review and make it a required ClearPoint evidence attachment for each department's quarterly update.
  2. Extend the Beach Ready checklist model to winter storm readiness, with asset IDs for priority drains, pump stations, and coastal access points loaded before October.
  3. Set a management aim of returning to 95% without loosening closure standards, and report the top three aging categories to directors two weeks before each quarter closes.