Fiscal Year 2019 Budget

Beginning July 1, 2018 and ending June 30, 2019

Last updated: 7/1/18

Performance management

Boston’s Performance Management efforts, driven in partnership between the Citywide Analytics Team and the Office of Budget Management, exist to ensure that the city delivers the most effective and efficient services possible.

We work with departments across the City to solve challenging problems, build a more effective government, and deliver better outcomes for people who live and work in Boston. This page highlights our approach, recent accomplishments, and plans for the upcoming year.

Our approach

Executive Insight

One of our top priorities is providing City leadership with performance data where and when they need it. We provide the Mayor, Cabinet Chiefs, and City leadership with dashboards and reports that provide up-to-date information so they can stay regularly informed about the effectiveness of programs, day-to-day operations, and progress toward accomplishing strategic goals.

Optimizing Process

Along with building the tools to understand how well the City is performing, we work collaboratively across 14 Cabinets to help identify pain points and develop immediate and potential long-term performance and process improvements. These direct engagements create lasting improvements for the City.

Engaging with the Public

The public plays a critical role in our work. To promote transparency, we publish City and departmental performance scorecards so people can see how the City is performing at delivering services, and to encourage innovation, we share our data so the public can create new tools and propose new ways for the City to deliver services.


Accomplishments this year

What Works Cities Certification

Boston was one of nine U.S. cities awarded certification from Bloomberg Philanthropies’ What Works Cities program. The program recognizes our commitment to the use of data and analytics to improve residents’ quality of life.

Through What Works Cities, Boston will share insights with a community of peers, helping cities lead the way on big challenges ranging from equity to climate change.

EMS Community Assistance Teams

As part of our ongoing collaboration with Boston EMS, we assisted with the creation of a new Community Assistance Team to provide specialized care for residents dealing with issues such as substance abuse and homelessness.

Known as Squad 80, this team works in high-demand areas and can help connect patients with the long-term support and services they need.

Imagine Boston 2030

We designed a set of dashboards to visualize progress in implementing the City’s Imagine Boston 2030 plan. These visualizations use data to help illustrate where we stand on the goals set by the Imagine Boston 2030 plan, and will be updated annually. Going forward, the tool will help the public to understand long-term trends affecting quality of life in Boston, such as housing costs, economic opportunity, and public health and safety.


Delivering results

Our work this year has also contributed to the following improvements:

  • Streamlined performance reporting that connects the day-to-day operational work of our departments with the City’s cross-cabinet strategic priorities.
  • A 15% increase in the average number of calls answered within 30 seconds at the 311 Call Center, resulting in more expedient customer service for those interacting with the City.
  • New Transportation Insight Tools to allow the City to better understand mobility in Boston and support long-term planning.
  • A 3D base map of Boston, used by the Boston Planning and Development Agency to understand the impact of new development.
  • A user-focused open data portal that makes it easier than ever for the public or internal staff to explore City data and conduct analyses.
Looking toward next year

Our work next year will continue to build upon the successes we’ve recognized this year in the areas of customer service, transportation and mobility, recruitment, finance analytics, and public safety. You can learn more about our work and check out our progress on the Analytics Team webpage.


Cityscore

CityScore’s 22 metrics are monitored daily to get an understanding of the quality of life in Boston, and the performance of City government. Since inception, CityScore has prompted key process improvements, increased data-driven decision-making at all levels of city government, and informed the budget process.

The following list details the performance metrics and targets that currently make up CityScore. Daily scores and additional information can be found at boston.gov/cityscore.

311 CALL CENTER PERFORMANCE

Target 95% of calls answered within 30 seconds

311 CONSTITUENT EXPERIENCE SURVEYS

Target 4 on a 5 point rating scale

BOSTON FIRE DEPARTMENT INCIDENTS

Fewer incidents than previous years

BOSTON FIRE DEPARTMENT RESPONSE TIME

Target 90% of responses in 4 minutes or less

BOSTON PUBLIC SCHOOLS ATTENDANCE

Target 95% of all students

CITY SERVICES SATISFACTION SURVEYS

Target 4 on a 5 point rating scale

BOSTON EMERGENCY MEDICAL SERVICES INCIDENTS

Fewer incidents than previous years

BOSTON EMERGENCY MEDICAL SERVICES RESPONSE TIME

Target median of 6 minutes

GRAFFITI ON-TIME %

Target 80% completed within 45 business days

HOMICIDES (TREND)

Fewer incidents than previous years

LIBRARY USERS

More users than previous years

MISSED TRASH ON-TIME %

Target 80% completed within 1 business day

ON-TIME PERMIT REVIEWS

Target 75% completed within 20 business days

PARKS MAINTENANCE ON-TIME %

Target 80% lighting issues completed within 7 business days; 80% all other issues completed within 5 business days

PART 1 CRIMES

Fewer incidents than previous years

POTHOLE ON-TIME %

Target 80% completed within 1 business day

SHOOTINGS (TREND)

Fewer incidents than previous years

SIGN INSTALLATION ON-TIME %

Target 80% completed within 30 business days

SIGNAL REPAIR ON-TIME %

Target 80% completed within 24 hours

STABBINGS (TREND)

Fewer incidents than previous years

STREETLIGHT ON-TIME %

Target 80% completed within 10 business days

TREE MAINTENANCE ON-TIME %

Target 80% completed within 365 calendar days


Priority FY19 performance goals

The Mayor’s FY19 budget priorities highlight the vision to create an environment that promotes equity, builds community, and helps fulfill Boston’s great promise. The performance measures listed below reflect the City’s top priorities and the partnerships necessary to achieve these ambitious goals.

FY19 Performance Goals


Category Performance Measure Responsible Department FY18 Projected FY19 Target
Education New K1 seats available Schools 109 160
Education Participants in the Early Literacy Program Boston Public Library 32,065 55,000
Housing # of homeless Veterans placed in permanent housing Neighborhood Development 184 200
Housing # of low income housing units permitted (deed restricted and IDP) Neighborhood Development 315 347
Housing # of middle income housing units permitted (deed restricted and market) Neighborhood Development 1,777 1,000
Housing # of potential evictions averted Neighborhood Development 479 500
Mobility Average annual PCI rating of Boston’s roads Public Works 67 67
Mobility % of street light outages addressed on time Public Works 63% 80%
Mobility % of crosswalks in good repair Transportation 48% 65%
Mobility Average personnel hours on a hokey route (hand cleaning streets/sidewalks) Public Works 2,446 3,000
Prosperity and Equity Average usage of City Hall to Go Neighborhood Services 253 300
Prosperity and Equity # of MWBE companies with the City of Boston Economic Development 52 60
Prosperity and Equity # of employees in companies newly signing Boston’s 100% Talent Compact Women’s Advancement 479 2,500
Arts, Culture, and Creativity % of first time Boston Cultural Council organizational grant awardees Arts and Culture 26% 15%
Arts, Culture, and Creativity Library card daily usage Boston Public Library 3,029,762 3,000,000
Arts, Culture, and Creativity Average number of Ebook holds Boston Public Library 42,545 40,000
Health and Safety EMS median response time for Priority 1 calls Public Health Commission 6 Min 6 Min
Health and Safety # of individuals placed in recovery services Public Health Commission 9,349 8,000
Health and Safety # of mediations conducted by streetworkers Boston Centers for Youth and Families 440 450
Health and Safety Firefighters attending resiliency, health, and safety symposiums Fire Department 1808 600
Health and Safety YouthConnect referrals Police Department 734 800