KCStat is a data-driven, public-facing initiative focused on improving the efficiency and effectiveness of city services. KCStat started in December 2011 by focusing on the areas the city received the most public complaints about: Street Maintenance, Water Line Maintenance, Water Billing/Customer Service, Code Enforcement and Animal Control.
As the City’s use of data has evolved, so has KCStat. Beginning in 2013, KCStat began to monitor progress toward the City Council’s Strategic Priorities. The Strategic Priorities were incorporated into the Five-Year Citywide Business Plan, and since 2014 KCStat has tracked the progress toward the goals and objectives in that plan.
Specifically, monthly KCStat meetings monitor the city’s progress toward the following goals, as measured through established metrics and completion of strategic objectives.
Neighborhoods and Healthy Communities | Governance | Public Infrastructure | Economic Development | Public Safety | Customer Service and Communication
KCStat puts the measured indicators for outcomes, outputs and efficiency on display. This discussion allows the public to see the progress made toward the Business Plan goals. The public is invited to attend the KCStat sessions, typically scheduled from 9 to 11:30 a.m. on the first Tuesday of each month.
In tandem with the City Manager’s Office Performance Management Program (PM), KCStat has been using data to highlight and address city service performance issues. The original service areas covered in PM and KCStat were chosen by looking at service areas with high volumes of 311 service requests and high levels of citizen dissatisfaction with service delivery. This process has resulted in improvements in all of the focus areas, including decreased timeframes to complete city service requests, increased citizen satisfaction with city service requests and overall perception, and efficiency improvements and implementation of enhanced technology.
A few examples of positive outcomes of KCStat and the PM program are as follows:
- Citywide Customer Satisfaction Increase – demonstrated in 311 Customer Service and Citizen Satisfaction Surveys
- Animal Health and Public Safety – streamlined data entry to help respond to citizens faster and more accurately
- Code Enforcement – deployment of new technology drove down the time it takes for an inspector to conduct a first inspection on the report of a property violation
During weeks between KCStat meetings, internal-facing PM meetings are held to delve into the operational details.
What makes KCStat different?
KCStat provides the opportunity to highlight KC’s forward-looking approach for performance management. Unlike past initiatives in which data was used to respond to questions, KCStat begins with data, which in turn drives the discussion about progress on goals and objectives. KCStat is a conversation, not a series of presentations. Further, KCStat represents a strong partnership between the Mayor, the City Council and City Manager and their shared interest in using data to drive performance improvement.
The KCStat Dashboard was developed as a way for the city and its residents to monitor the city’s progress toward the Business Plan goals online. The dashboard is organized around the six goals, each of which has several topic areas pertaining to the goal. Clicking on a tile for each topic area will allow you to delve further into the strategic objectives underway in that area and the metrics that are being used to monitor it.