• ABOUT US

    A vital effort of the office is to effectuate implementation of results-oriented government, efficiency and service-orientation through the following anticipated initiatives:

    • Facilitate achievement of priority outcomes by providing management consultant services for high profile initiatives to address community priorities, including across multiple departments and outside stakeholders
    • Support the City’s change to a performance excellence culture by refining performance measures, aligning Citywide strategic plans and departmental work plans, using the plans to drive strategic initiatives that improve performance, and promoting management and organization familiarity and understanding of these
    • Monitor customer service in City departments through service shopper surveys and provide timely results to departments
    • Conduct customer satisfaction surveys for services delivered to the community as well as for internal support functions
    • Support the performance management database by monitoring the status of strategic plan vision linked scorecard objectives and performance initiatives
    • Pursue additional efficiencies, cost savings, and revenue enhancements through performance initiative reviews, etc
    • Provide training programs to City departments to enhance employee performance
    • Enhance learning opporunities for youth through our Education Compact

    Organization Development was originally created in 2001.  This area was recently expanded to include performance initiatives.  The efforts of area support the City of Miami Beach’s performance excellence framework. 

    Values- Excellence Model 

    Citywide Training Plan

    eLearning Required Courses: The City now has eLearning asynchronous technology courses, created in house,  available to staff through our learning management system. The required courses are: Ethics, Teambuilding, Customer Service, Diversity, and Sexual Harassment

    Education Compact 

    Service Shopper Program 

    Service Excellence Standards  

    Performance Initiatives enhance performance improvement by helping to achieve the City’s Key Intended Outcomes and to improve efficiencies, including benchmarking with other jurisdictions. 

    Cleanliness Index Program 

    Appearance Index Program 

     Internal Service Satisfaction Survey (under development)

    Customer Transaction Satisfaction Survey (under development)

     

     

     

 
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