bcl_274564520.htm

THIRD QUARTER PERFORMANCE MEASUREMENT REPORT
FISCAL YEAR 2019
TABLE OF CONTENTS
	Page
Introduction ............................................................................................................................................................................................	i
Financial Statement ...............................................................................................................................................................................	ii
Chapter I - County Administration
Grants Coordination .....................................................................................................................................................................	1
Regional Emergency Services and Communications, Office of ..................................................................................................	2
Emergency Management .............................................................................................................................................................	4
E-911 Fund ..................................................................................................................................................................................	5
Economic and Small Business Development, Office of...............................................................................................................	6
Intergovernmental Affairs and Professional Standards, Office of ...............................................................................................	10
Management and Budget, Office of .............................................................................................................................................	13
Public Communications, Office of ...............................................................................................................................................	14
Print Shop ....................................................................................................................................................................................	16
Chapter II - Aviation
Administration/Executive..............................................................................................................................................................	17
Airport Development ....................................................................................................................................................................	18
Business and Properties Management ........................................................................................................................................	19
Finance.........................................................................................................................................................................................	20
Information Systems ....................................................................................................................................................................	21
Maintenance.................................................................................................................................................................................	22
North Perry Airport .......................................................................................................................................................................	23
Operations....................................................................................................................................................................................	24
Parking, Rental Car Center and Ground Transportation .............................................................................................................	25

Broward County, Florida – Fiscal Year 2019 Third Quarter Performance Measurement Report

Table of Contents

Chapter III - Libraries, Parks and Cultural
Broward Cultural Council .............................................................................................................................................................	26
Libraries .......................................................................................................................................................................................	27
Parks and Recreation...................................................................................................................................................................	30
Parks Municipal Service District...................................................................................................................................................	34
Parks and Recreation Target Range ...........................................................................................................................................	35
Parks and Recreation/Marine Law Enforcement .........................................................................................................................	36
Everglades Holiday Park..............................................................................................................................................................	37
Chapter IV - Environmental Protection and Growth Management
Environmental Planning and Community Resilience..................................................................................................................	38
Animal Care and Adoption..........................................................................................................................................................	43
Planning and Development Management ..................................................................................................................................	45
Zoning and Code Enforcement / Municipal Service District .......................................................................................................	49
Housing Finance and Community Development ........................................................................................................................	50
Environmental Engineering and Permitting ................................................................................................................................	51
Licensing, Elevator and Regulatory............................................................................................................................................	56
Environmental Planning Community Resilience.........................................................................................................................	62
Building Code Services / Special Purpose Fund........................................................................................................................	63
Environmental and Consumer Protection...................................................................................................................................	66
Chapter V - Finance and Administrative Services
Administration ...........................................................................................................................................................................	… 70
Value Adjustment Board ...........................................................................................................................................................	… 71
Accounting ................................................................................................................................................................................	… 72
Records, Taxes and Treasury......................................................................................................................................................	73
Human Resources .......................................................................................................................................................................	79
Enterprise Technology Services ..................................................................................................................................................	83
Purchasing ...................................................................................................................................................................................	87
Risk Management ........................................................................................................................................................................	89
Chapter VI - Human Services
Administration ..............................................................................................................................................................................	93
Crisis Intervention and Support....................................................................................................................................................	95

Broward County, Florida – Fiscal Year 2019 Third Quarter Performance Measurement Report

Table of Contents

Community Partnerships..............................................................................................................................................................	99
Broward Addiction Recovery .......................................................................................................................................................	103
Elderly and Veterans Services ....................................................................................................................................................	108
Family Success ...........................................................................................................................................................................	112
Chapter VII - Port Everglades
Administration/Nondepartmental..................................................................................................................................................	114
Business Administration...............................................................................................................................................................	115
Finance.........................................................................................................................................................................................	116
Operations....................................................................................................................................................................................	117
Seaport Construction and Engineering ........................................................................................................................................	118
Chapter VIII - Public Works
Public Works Administration
Construction Management.................................................................................................................................................	119
Facilities Management
Cleaning .............................................................................................................................................................................	120
Paid Parking.......................................................................................................................................................................	121
Program Administration/Management ...............................................................................................................................	122
Real Property .....................................................................................................................................................................	123
Repairs and Maintenance ..................................................................................................................................................	124
Roads and Grounds ...........................................................................................................................................................	125
Security ..............................................................................................................................................................................	126
Utilities................................................................................................................................................................................	127
Transportation
Highway Construction and Engineering Services ..............................................................................................................	128
Highway and Bridge Maintenance .....................................................................................................................................	131
Traffic Engineering Services ..............................................................................................................................................	133
Solid Waste and Recycling Services
Broward Municipal Services District Waste Collection ......................................................................................................	138
Bulk Waste and Yard Waste Program ...............................................................................................................................	139
Broward County, Florida – Fiscal Year 2019 Third Quarter Performance Measurement Report	Table of Contents

Household Hazardous Waste and Electronics Recycling Collection .................................................................................	140
Landfill Operations .............................................................................................................................................................	141
Recycling............................................................................................................................................................................	142
Water and Wastewater Services
Administration ....................................................................................................................................................................	143
Business Operations ..........................................................................................................................................................	144
Engineering ........................................................................................................................................................................	146
Information Technology......................................................................................................................................................	147
Operations..........................................................................................................................................................................	148
Water Management............................................................................................................................................................	150
Waterways Management ...................................................................................................................................................	151
Chapter IX - Transportation
Transit - Administration ......................................................................................................................................................	152
Transit - Safety and Security..............................................................................................................................................	153
Transit - Customer Relations and Communication ............................................................................................................	154
Transit - Grants Management ............................................................................................................................................	155
Transit - Maintenance ........................................................................................................................................................	156
Transit - Paratransit Transportation ...................................................................................................................................	157
Transit - Service and Capital Planning...............................................................................................................................	159
Transit - Transportation Operations ...................................................................................................................................	160
Fleet Services ...................................................................................................................................................................	161
Chapter X - Boards & Agencies
GFLCVB/Convention Center ........................................................................................................................................................	164
Greater Fort Lauderdale Convention and Visitors Bureau (CVB) ................................................................................................	166
Medical Examiner and Trauma Services, Office of ......................................................................................................................	167

Broward County, Florida – Fiscal Year 2019 Third Quarter Performance Measurement Report

Table of Contents

Quarterly Performance Measurement Report

Department: County Administration

Division: County Administration

Section: Grants Administration

Goal Statement:

To serve as a centralized resource to identify and enhance the quality of County grant applications and to provide technical assistance and training to County agencies to improve grant management effectiveness and ensure compliance with regulations.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of grant proposals submitted
through Grants Administration during the	63	22	55	75
rating period that will be funded at some	63	22	55	75
rating period that will be funded at some
level
Number of grant management technical
assistance and contractual reviews	4	4	51	20
completed by Grants Administration
Percent of grantees that successfully
complete their corrective action plans after	100	100	100	90
technical assistance has been given
Percent of participants who complete
Grant Program Manager trainings that	85	N/A	85	85
demonstrate an increase in knowledge

Number of grant opportunities identified	14	N/A	65	70
and forwarded to eligible agencies	14	N/A	65	70
and forwarded to eligible agencies

Internal customer satisfaction rating	4.61	N/A	4.60	4.50

Number of grant opportunities submitted	8	9	19	20
with assistance from Grants Administration	8	9	19	20
with assistance from Grants Administration

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 1

Department: County Administration

Division: Regional Emergency Services and Communications

Section: Countywide Public Safety Applications

Goal Statement:

To foster information sharing and data interoperability by strategically designing, implementing, and maintaining cost effective mission critical public safety applications and mobile data systems that best meet the requirements of Broward County's emergency responders.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
					87% is the current percentage of County
Percent of closest unit response capability	87.00	87.00	87.00	100.00	residents who live in cities that participate in the
from a technology perspective	87.00	87.00	87.00	100.00	common computer-aided dispatch (CAD)
					system, which facilitates closest unit response.
Percent of time the PSI network is	100.00	99.90	99.96	99.99
available	100.00	99.90	99.96	99.99
available

Percent of time public safety applications	100.00	99.70	99.91	99.99
are available	100.00	99.70	99.91	99.99
are available

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 2

Department: County Administration

Division: Regional Emergency Services and Communications

Section: Countywide Radio Communications

Goal Statement:

To foster information sharing and communication interoperability by strategically designing, implementing, and maintaining cost effective mission critical public safety radio systems that best meet the requirements of Broward County's emergency responders.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of radio system availablity time	100.00	100.00	99.75	99.99

Percent of radio repairs completed within 2	100.00	100.00	100.00	95.00
days	100.00	100.00	100.00	95.00
days

Percent of radio interoperability achieved	100.00	100.00	100.00	100.00
countywide	100.00	100.00	100.00	100.00
countywide

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 3

Department: County Administration

Division: Regional Emergency Services and Communications

Section: Emergency Management

Goal Statement:

To safeguard lives and property of Broward County residents and visitors by providing effective emergency management through prevention, protection, mitigation, response and recovery capabilities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of health care facility emergency
management plans reviewed and approved	61	236	204	300
by Emergency Management staff
Number of exercises conducted or
participated in to evaluate plans and	3	7	7	20
procedures

Number of Continuity of Operations plans					Due to the restructuring of the Continuity of
that are reviewed by Emergency	2	5	10	45	Operations Plans (COOP) program, no new plans
Management staff					will be reviewed in FY19.
Number of facilities that store extremely
hazardous materials inspected and	61	60	119	119
reported to the State by Emergency	61	60	119	119
reported to the State by Emergency
Management staff

Number of Broward Emergency Response
Team Standard Operating Procedures	13	26	27	37
reviewed and approved by Emergency	13	26	27	37
reviewed and approved by Emergency
Management staff
Percentage of Broward Emergency	47	70	47	75
Response Team staff that are credentialed	47	70	47	75
Response Team staff that are credentialed

Number of countywide mitigation program
proposals maintained, reviewed and	0	71	398	300
updated by Emergency Management staff
Customer satisfaction rating	4.89	4.70	4.84	4.80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 4

Department: County Administration

Division: E-911 Fund

Section: E-911 Fund

Goal Statement:

Excellence in the Broward County regional E-911 system by creating and maintaining an effective, efficient, reliable, and survivable system, with a reduced total cost of ownership. Focusing on providing a flexible, robust, and technologically advanced system; on utilizing best practice processes; and on fostering a collaborative environment among Public Safety Answering Points.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of 911 call processing availability	100.00	99.91	100.00	99.99

Percent of 911 position recording	100.00	100.00	100.00	99.99
availability	100.00	100.00	100.00	99.99
availability

Percent of 911 CAMA trunk availability	99.64	99.26	99.50	99.99

Percent E-911 database accuracy	100.00	100.00	100.00	99.99
maintained	100.00	100.00	100.00	99.99
maintained

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 5

Department: County Administration

Division: Office of Economic and Small Business Development

Section: Economic Development

Goal Statement:

To maximize and positively impact employment and investment by creating a diversified and sustainable economy, promoting growth for entrepreneurs and existing businesses alike in Broward County and beyond.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total number of targeted industry jobs					This measure is reported annually in the fourth
recruited through economic development	N/A	N/A	N/A	325	This measure is reported annually in the fourth
recruited through economic development	N/A	N/A	N/A	325	quarter by the Greater Fort Lauderdale Alliance.
partnership efforts
Total number of targeted area jobs					This measure is reported annually in the fourth
recruited through economic development	N/A	0	N/A	35	This measure is reported annually in the fourth
recruited through economic development	N/A	0	N/A	35	quarter by the Greater Fort Lauderdale Alliance.
partnership efforts
Number of target area jobs retained	N/A	2	N/A	50	This measure is reported annually in the fourth
Number of target area jobs retained	N/A	2	N/A	50	quarter by the Greater Fort Lauderdale Alliance.

Number of international trade related
workshops, seminars, and events	6	6	18	20
coordinated or conducted

Number of clients provided business	31	30	67	80
development assistance	31	30	67	80
development assistance

Number of firms provided international	17	13	40	40
trade assistance	17	13	40	40
trade assistance

Number of target industry jobs retained	N/A	N/A	N/A	425	This measure is reported annually in the fourth
Number of target industry jobs retained	N/A	N/A	N/A	425	quarter by the Greater Fort Lauderdale Alliance.

Number of firms assisted in obtaining	7	1	9	12
financing	7	1	9	12
financing

Amount of new capital investment made
by targeted industry or targeted area	N/A	N/A	N/A	15,000,000	This measure is reported annually in the fourth
companies relocating to or expanding in	N/A	N/A	N/A	15,000,000	quarter by the Greater Fort Lauderdale Alliance.
Broward County

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 6

Department: County Administration

Division: Office of Economic and Small Business Development

Section: Economic Development

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of recruited companies that	N/A	3	N/A	7	This measure is reported annually in the fourth
relocated to Broward County	N/A	3	N/A	7	quarter by the Greater Fort Lauderdale Alliance.

Number of business assistance seminars	8	6	10	20
and workshops coordinated or conducted	8	6	10	20
and workshops coordinated or conducted

External customer satisfaction rating	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.50	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 7

Department: County Administration

Division: Office of Economic and Small Business Development

Section: Small Business Development

Goal Statement:

To provide access to contract opportunities, grow the local tax base and increase employment through the support, retention and expansion of small and emerging businesses, while encouraging and promoting entrepreneurship and achieving the mandate set for local and federal funding.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of certified firms participating in
County contracting as a prime contractor	418	218	1,176	435
or subcontractor
Number of targeted outreach activities	452	381	954	560
conducted	452	381	954	560
conducted

Number of participants in small business	1,312	1,600	3,295	3,200
development programs	1,312	1,600	3,295	3,200
development programs

Number of community relations and
outreach events conducted and/or	36	23	77	72
participated in

Number of small businesses/agencies	59	53	213	500
trained in a formal setting	59	53	213	500
trained in a formal setting

Number of small businesses receiving one	68	126	210	600
on one technical assistance	68	126	210	600
on one technical assistance

Number of firms connected to external	3	22	19	70
partners for additional assistance	3	22	19	70
partners for additional assistance

Percentage of certification applications	100	100	100	100
processed within 90 days	100	100	100	100
processed within 90 days

Percentage of compliance reviews
conducted within the targeted ten business	92	94	95	87
days
Number of small business compliance	692	772	2,409	2,250
activities conducted	692	772	2,409	2,250
activities conducted

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 8

Department: County Administration

Division: County Administration

Section: Intergovernmental Affairs/Boards

Goal Statement:

To enhance the quality of life for Broward County residents, businesses, and visitors through effective advocacy and coordination of the Board of County Commissioner's federal and state programs.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of meetings/updates provided to
communicate the Board's legislative and	232	252	744	600
funding initiatives to all levels of	232	252	744	600
funding initiatives to all levels of
government
Number of scheduling efforts coordinated
and completed for commissioners and	34	28	113	80
internal customers
Number of board appointments and	57	37	215	275
removals processed	57	37	215	275
removals processed

Correspondence disseminated in an	474	562	1,621	2,000
effective and accurate manner	474	562	1,621	2,000
effective and accurate manner

Legislative communication disseminated	12	10	35	30
in a timely, effective and accurate manner	12	10	35	30
in a timely, effective and accurate manner

Internal customer satisfaction rating	N/A	4.50	N/A	4.50	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	4.50	N/A	4.50	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 10

Department: County Administration

Division: County Administration

Section: Professional Standards/Human Rights

Goal Statement:

To provide leadership and professional administration of all aspects of the County's equal opportunity programs and services, ensure compliance with federal laws and regulations related to Americans with Disabilities Act (ADA), Health Insurance Portability and Accountability Act (HIPAA), internal investigations, and Whistleblower complaints; to protect the integrity of Broward County Government services by ensuring accountability and compliance in an effort to promote equity and justice, while limiting County liability. To promote and ensure equal treatment, access and inclusion for all persons within Broward County in a manner that fosters unity, diversity, and tolerance through quality public service.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of ADA compliance area reviews	19	N/A	19	150
conducted	19	N/A	19	150
conducted

Number of complaints filed and under	64	N/A	149	185
investigation, all programs	64	N/A	149	185
investigation, all programs

Number of complaints filed and under
investigation per Professional Standards	16	N/A	72	40
employee
Number of inquiries, referrals, and	424	N/A	1,068	500
technical assistance requests, all programs	424	N/A	1,068	500
technical assistance requests, all programs

Number of inquiries, referrals, and
technical assistance requests per	106	N/A	269	75
Professional Standards employee
Number of investigations completed, all	30	N/A	56	140
programs	30	N/A	56	140
programs

Total number of dual-filed Fair Housing	24	N/A	45	55
cases closed	24	N/A	45	55
cases closed

Percent of dual-filed housing cases closed	17	N/A	34	20
within federal timeframe of 100 days	17	N/A	34	20
within federal timeframe of 100 days

Number of closed Fair Housing	12	N/A	23	20
investigations, per Human Rights employee	12	N/A	23	20
investigations, per Human Rights employee

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 11

Department: County Administration

Division: Office of Management and Budget

Section: Office of Management and Budget

Goal Statement:

To develop budget and management recommendations for the County Administrator to support Commission policies and optimize the allocation and utilization of resources.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Budget Office staff as percentage of total	N/A	N/A	N/A	0.12	This measure is reported annually in the fourth
government employment	N/A	N/A	N/A	0.12	quarter.

Budgets per analyst	N/A	N/A	N/A	16	This measure is reported annually in the fourth
Budgets per analyst	N/A	N/A	N/A	16	quarter.

Net budget dollars (millions) handled per	N/A	N/A	N/A	286	This measure is reported annually in the fourth
Management and Budget (OMB) staff	N/A	N/A	N/A	286	quarter.

Internal customer satisfaction rating	N/A	N/A	4.67	4.50	This measure is reported annually in the second
Internal customer satisfaction rating	N/A	N/A	4.67	4.50	quarter.

Internal consulting customer satisfaction	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
rating	N/A	N/A	N/A	4.50	quarter.

Number of internal consulting projects	N/A	N/A	N/A	5	This measure is reported annually in the fourth
completed	N/A	N/A	N/A	5	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 13

Department: County Administration

Division: Office of Public Communications

Section: Call Center

Goal Statement:

To provide a one-stop, multi-lingual County information and service center that provides residents, businesses and visitors easy access to information about most Broward County services, programs and activities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of calls received	85,627	86,196	281,816	400,000

Percentage of calls answered < 24 seconds	57	58	53	60

Percent of all calls abandoned in queue	10.0	9.4	11.3	10.0

Average length per call (seconds)	212	208	218	205

Average wait time in queue (seconds)	75	157	107	100

Number of calls answered per FTE per shift	78	78	79	80

Percentage of Homeless Helpline calls	85.2	N/A	83.6	80.0
answered < 4 minutes	85.2	N/A	83.6	80.0
answered < 4 minutes

Customer satisfaction rating	N/A	N/A	N/A	4.6	This measure is reported annually in the fourth
Customer satisfaction rating	N/A	N/A	N/A	4.6	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 14

Department: County Administration

Division: Office of Public Communications

Section: Public Information

Goal Statement:

To provide information to residents, businesses, visitors and employees, to increase awareness of County programs and services and their value to the community.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Pages of artwork/web site pages produced	1,821	4,665	8,762	12,500
and revised	1,821	4,665	8,762	12,500
and revised

News releases processed	122	131	365	600

Editorial assignments	90	143	464	500

Events/programs promoted	113	133	305	325

Number of Government meetings	46	17	111	147
televised/webcast	46	17	111	147
televised/webcast

Cost of Public Information Program per	N/A	N/A	N/A	1.93	This measure is reported annually in the fourth
resident	N/A	N/A	N/A	1.93	quarter.

Internal customer satisfaction rating	N/A	N/A	N/A	4.70	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.70	quarter.

Number of Internet pages viewed	21,681,295	22,683,093	64,244,258	150,000,000
(www.broward.org)	21,681,295	22,683,093	64,244,258	150,000,000
(www.broward.org)

Number of unique visitors to the web site	733,510	677,720	836,487	625,000
per month	733,510	677,720	836,487	625,000
per month

Public record request responses	1,046	1,021	3,211	3,800

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 15

Department: County Administration

Division: Office of Public Communications/Print Shop

Section: Print Shop

Goal Statement:

To provide high-quality printing and display services to meet the needs of County agencies, as well as local municipalities and other government organizations, in a timely and cost-effective manner.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of pages printed and duplicated	3,260,989	4,380,597	12,451,337	15,000,000

Cost per thousand pages copied or printed	N/A	N/A	N/A	59	This measure is reported annually in the fourth
($)	N/A	N/A	N/A	59	quarter.

Customer satisfaction rating	N/A	N/A	N/A	4.90	This measure is reported annually in the fourth
Customer satisfaction rating	N/A	N/A	N/A	4.90	quarter.

Pages printed and duplicated per FTE	N/A	N/A	N/A	2,500,000	This measure is reported annually in the fourth
Pages printed and duplicated per FTE	N/A	N/A	N/A	2,500,000	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 16

Quarterly Performance Measurement Report

Department: Aviation

Division: Aviation

Section: Administration/Executive

Goal Statement:

To provide the executive and administrative support necessary to the Divisions within the Aviation Department to ensure continued efficiencies, effectiveness, and compliance with County policies and goals.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Domestic Origin & Destination Market	N/A	N/A	N/A	55	This measure is reported annually in the fourth
Share in South Florida (%)	N/A	N/A	N/A	55	quarter.

Number of destinations served	N/A	N/A	N/A	140	This measure is reported annually in the fourth
Number of destinations served	N/A	N/A	N/A	140	quarter.

Airports Council International Airport
Service Quality Score for overall airport	3.81	3.99	4.01	4.00
satisfaction (scale 1-5)
Percentage of employees rating a	99	100	99	98
completed course as helpful in their job	99	100	99	98
completed course as helpful in their job

Percent of employees satisfied with Human	N/A	N/A	N/A	85	This measure is reported annually in the fourth
Resources' services	N/A	N/A	N/A	85	quarter.

Number of volunteers	110	N/A	110	130

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 17

Department: Aviation

Division: Aviation

Section: Airport Development

Goal Statement:

To provide planning, design and construction, environmental, and noise services for Broward County's Fort Lauderdale-Hollywood International and North Perry Airports, on time and within budget, exceeding expectations and with input from the community.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of construction projects within 5%
change order allowance (Capital	100	100	100	100
Improvement Program)
Percent of contracts meeting small
business goals (Capital Improvement	80	86	80	100
Program)

Percent of construction projects within 5%
change order allowance (Airport Expansion	100	100	100	100
Program)
Percent of contracts meeting small	83	74	83	100
business goals (Airport Expansion Program)	83	74	83	100
business goals (Airport Expansion Program)

Percent of contracts meeting small	17	17	17	100
business goals (Planning)	17	17	17	100
business goals (Planning)

Airports Council International Airport
Service Quality Score for Ease of finding	4.15	4.16	4.28	4.00
your way through the Airport (scale 1-5)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 18

Department: Aviation

Division: Aviation

Section: Business and Properties Management

Goal Statement:

To provide opportunities for property development and increase services to meet the demands of the aviation industry and the traveling public and to maximize revenues at Broward County's Fort Lauderdale-Hollywood International and North Perry Airports.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Airports Council International Airport
Service Quality Score for Food and	3.46	3.54	3.58	3.40
Beverage Concessions
Airports Council International Airport
Service Quality Score for Retail Shopping	3.76	3.46	3.69	3.30
Concessions

Concession Sales per enplaned passenger	10.83	10.59	10.78	9.63

News and gifts revenue per enplaned	0.47	0.46	0.47	0.45
passenger	0.47	0.46	0.47	0.45
passenger

Food and beverage revenue per enplaned	1.17	1.14	1.17	1.11
passenger	1.17	1.14	1.17	1.11
passenger

Total rental car revenue per enplaned	3.28	3.34	3.57	3.89
passenger	3.28	3.34	3.57	3.89
passenger

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 19

Department: Aviation

Division: Aviation

Section: Finance

Goal Statement:

To provide the accounting, budgeting, operational and capital fiscal planning functions for the Aviation Department to ensure statutory compliance and to provide financial, statistical and performance information for decision making.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total number of airline passengers at FLL	9,363,048	9,123,754	28,091,253	33,000,000

Total operating expenses per enplaned	10.52	9.26	10.00	12.15
passenger ($)	10.52	9.26	10.00	12.15
passenger ($)

Percent of accounts receivable over 90	5	5	5	5
days past due	5	5	5	5
days past due

Cost per enplaned passenger	6.72	7.63	6.72	7.43

Non-Airline Operating Revenue as a % of	60	56	60	59
Total Operating Revenue	60	56	60	59
Total Operating Revenue

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 20

Department: Aviation

Division: Aviation

Section: Information Services

Goal Statement:

To provide timely, accurate information and rapid and reliable service response for Information Technology (IT) solutions that support and meet the business and customer service objectives of the County and the Aviation Department.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Airports Council International Airport
Service Quality Score for Internet Access	4.04	3.70	3.94	4.00
for WiFi (scale 1-5)
Number of unique passenger connections	2,477,370	1,669,089	6,147,527	6,000,000
to WiFi	2,477,370	1,669,089	6,147,527	6,000,000
to WiFi

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 21

Department: Aviation

Division: Aviation

Section: Maintenance

Goal Statement:

To maintain airport facilities and equipment and ensure a clean and safe airport environment for the traveling public.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Airports Council International Airport
Service Quality Score for Restrooms'	3.61	3.87	3.90	4.00
Cleanliness (scale 1-5)
Airports Council International Airport
Service Quality Score for Facility	4.00	4.06	4.10	4.00
Cleanliness (scale 1-5)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 22

Department: Aviation

Division: Aviation

Section: Operations

Goal Statement:

To provide the highest level of safety and security in a customer friendly environment, enhancing the airport travel experience for visitors and residents of Broward County by ensuring efficient and effective operations in Airside, Landside, Terminal, Security, including law enforcement and fire rescue services.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of passengers waiting 10 minutes	98	97	98	98
or less for a taxi	98	97	98	98
or less for a taxi

Percent of passengers waiting 10 minutes	70	80	78	95
or less for a Rental Car Center shuttle	70	80	78	95
or less for a Rental Car Center shuttle

FAA Part 139 Discrepancies (annual	4	0	4	0
inspections)	4	0	4	0
inspections)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 24

Department: Aviation

Division: Aviation

Section: Parking, Rental Car Center and Ground Transportation

Goal Statement:

To provide different parking options for the traveling public and to maximize parking revenues at Broward County's Fort Lauderdale-Hollywood International Airport.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Parking revenue per enplaned passenger	2.87	2.95	2.78	3.20

Parking operating expense per number of	3.57	3.69	3.78	3.75
parking transactions	3.57	3.69	3.78	3.75
parking transactions

Parking Operating Margin	82	82	81	80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 25

Quarterly Performance Measurement Report

Department: Libraries, Parks and Cultural

Division: Cultural

Section: Administration

Goal Statement:

To cultivate community culture, arts, recreation, and life-long learning; and to establish goals relating to providing diverse artistic, cultural, educational and historical amenities and programs that contribute to a vibrant, multi-cultural and economically-viable community.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of program participants	1,856	2,780	4,358	7,500

Number of programs/events that
demonstrate cultural, educational or	36	57	99	100
historical diversity

Number of new or renewed collaborative	3	2	9	20
business partnerships established	3	2	9	20
business partnerships established

Number of active public art projects	96	95	96	100

Cost of technical assistance per patron	5.39	3.60	6.88	8.00
served (in dollars)	5.39	3.60	6.88	8.00
served (in dollars)

Number of public art projects completed	5	N/A	20	25

Total grant funding provided	N/A	N/A	N/A	4,905,330	This measure is reported annually in the fourth
Total grant funding provided	N/A	N/A	N/A	4,905,330	quarter.

External customer satisfaction rating	4.13	4.15	4.30	4.80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 26

Department: Libraries, Parks and Cultural

Division: Financial & Administrative Services

Section: Financial & Administrative Services

Goal Statement:

To coordinate the various financial and administrative support activities of the Division to ensure continued efficiency, productivity, and compliance with County policies and goals.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Average number of days to process	28	30	30	45
payment for goods and services received	28	30	30	45
payment for goods and services received

Number of personnel transactions (BC-	57	64	222	325
102s) processed	57	64	222	325
102s) processed

Number of purchasing card and purchase	661	718	1,842	3,000
orders processed	661	718	1,842	3,000
orders processed

Internal customer satisfaction rating	N/A	N/A	N/A	4.00	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.00	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 27

Department: Libraries, Parks and Cultural

Division: Public Services

Section: Libraries Public Services

Goal Statement:

To provide direct public library service to meet the informational, educational, and recreational needs of the residents and visitors to Broward County.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of Libraries Internet page views	8,166,100	13,099,412	26,149,548	50,000,000

Number of digital downloads accessed by	647,370	613,262	1,874,585	1,700,000
patrons (eBooks and audiobooks)	647,370	613,262	1,874,585	1,700,000
patrons (eBooks and audiobooks)

Number of patrons using computers	465,416	454,704	1,379,568	2,300,000

Libraries program attendance	199,790	160,741	441,620	500,000

External customer satisfaction rating	N/A	4.32	N/A	4.30	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	4.32	N/A	4.30	quarter.

Library materials circulated	2,145,557	2,116,975	6,348,918	8,000,000

Number of customers served	1,719,437	1,735,559	5,495,781	7,800,000

Number of customers with cards	1,055,929	944,475	1,055,929	1,000,000

Cumulative library materials circulated per	5,364	5,279	15,872	21,500
circulation FTE	5,364	5,279	15,872	21,500
circulation FTE

Cumulative reference questions per	1,709	1,870	5,026	8,000
professional MLS FTE	1,709	1,870	5,026	8,000
professional MLS FTE

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 28

Department: Libraries, Parks and Cultural

Division: Parks and Recreation

Section: Extension Education

Goal Statement:

To provide educational programs and access to current research data to Broward County residents, businesses and 4-H members in the areas of horticulture, leadership, family nutrition, and youth programs to improve the quality of home and community environment.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Customer satisfaction rating (4-H)	0.00	4.70	4.97	4.85

Number of 4-H educational outreach	87	178	227	235
events	87	178	227	235
events

Total number of 4-H clients served	2,031	5,271	5,070	6,000

Number of 4-H volunteer hours (FTE	0.58	0.97	3.24	3.65
equivalent)	0.58	0.97	3.24	3.65
equivalent)

Number of participants in Tree Trimmer	188	1,305	519	725
Program	188	1,305	519	725
Program

Total urban horticulture clients served	13,029	8,262	39,668	98,500

Number of urban horticulture programs	47	42	44	160	Target is based on total annual programs.

Original urban horticulture and natural	0	0	0	13	Inactivity due to staff vacancy.
resource extension publications produced	0	0	0	13	Inactivity due to staff vacancy.
resource extension publications produced

Customer satisfaction rating (urban	5.00	4.80	4.88	4.77
horticultural)	5.00	4.80	4.88	4.77
horticultural)

Total commercial horticulture clients	3,976	4,082	11,955	16,970
served	3,976	4,082	11,955	16,970
served

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 31

Department: Libraries, Parks and Cultural

Division: Parks and Recreation

Section: Extension Education

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of commercial horticulture	36	37	101	135
programs	36	37	101	135
programs

Customer satisfaction rating (commercial	4.87	4.80	4.87	4.70
horticultural)	4.87	4.80	4.87	4.70
horticultural)

Number of Master Naturalist projects	0	8	4	15
completed within the division	0	8	4	15
completed within the division

Trained and certified active Master	0	188	0	185	The FY19 data reflects "newly" trained and
Naturalists per Extension Agent	0	188	0	185	certified active master naturalists.

Master Gardener volunteer hours (FTE	4.7	6.1	15.3	13.0
equivalent)	4.7	6.1	15.3	13.0
equivalent)

Trained and certified active Master	193	15	193	225
Gardeners per Extension Agent	193	15	193	225
Gardeners per Extension Agent

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 32

Department: Libraries, Parks and Cultural

Division: Parks and Recreation

Section: Regional Parks

Goal Statement:

To provide facilities, programs, and services that meet the needs and interests of residents and visitors of all ages and abilities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Park attendance	2,837,266	2,766,096	8,639,448	11,400,000

Percent of operational budget supported	41	39	36	39
by user fees	41	39	36	39
by user fees

Maintenance cost per acre ($)	1,111	840	3,233	3,700

Cost per acre of natural area maintained	413	1,438	739	1,975
($)	413	1,438	739	1,975
($)

Customer satisfaction rating	4.82	4.60	4.85	4.80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 33

Department: Libraries, Parks and Cultural

Division: Broward Municipal Services District Parks

Section: Broward Municipal Services District Parks

Goal Statement:

To provide recreational facilities, programs, and services that meet the needs and interests of residents and visitors in unincorporated neighborhood communities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Park attendance	87,019	84,955	254,345	325,000

After School Program participants	3,780	6,027	14,329	23,500

Summer Recreation Program participants	7,241	6,513	7,241	23,800

Number of recreation programs	59	80	137	170

Cost per acre managed	11,529	10,439	31,798	36,500

External customer satisfaction rating	4.80	4.70	4.86	4.50

Teen Program participants	2,170	N/A	8,110	8,000

Senior Program participants	1,363	N/A	4,626	5,000

Number of special events	16	N/A	47	45

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 34

Department: Libraries, Parks and Cultural

Division: Parks and Recreation

Section: Parks and Recreation Target Range

Goal Statement:

To operate a safe, supervised, and non-threatening target range that encompasses all aspects of the shooting sports for recreational shooters, law enforcement and military.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of users	9,565	10,500	36,460	51,500

Gross revenue collected	278,150	342,093	961,586	1,250,100

Customer satisfaction rating	4.75	4.70	4.66	4.50

Cost per user (in dollars)	34	28	34	24

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 35

Department: Libraries, Parks and Cultural

Division: Parks Enhanced Marine Law Enforcement

Section: Parks and Recreation/Marine Law Enforcement

Goal Statement:

To provide boating safety and education for residents and visitors to allow for quality water craft experiences.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of boating accidents reported	2	2	2	10

Percent of funded patrol hours used	56	59	56	75

Percent of requests processed by EMLEG	100	87	100	90
staff within ten days of receipt	100	87	100	90
staff within ten days of receipt

Number of public contacts per actual	0.85	0.75	0.85	0.75
patrol hour	0.85	0.75	0.85	0.75
patrol hour

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 36

Quarterly Performance Measurement Report

Department: Environmental Protection and Growth Management

Division: Environmental Planning and Community Resilience

Section: Beach and Marine Resources

Goal Statement:

To protect, restore, and enhance the biological productivity, abundance, and diversity of beach, coastal, and marine resources for the residents of and visitors to Broward County through coordinated efforts involving monitoring, management, regulation and outreach.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of coral reef monitoring events	14	36	64	65

Percent of mooring buoys in a safe and	98	91	93	90
operable condition	98	91	93	90
operable condition

					The increase from the prior year same quarter is
					likely a result of two factors: a high nesting year,
					which may be contributing to density
Percent of hatched sea turtle nests	10	7	10	10	dependence of the disorientations, and the
experiencing disorientation events	10	7	10	10	turtles nesting earlier than usual this season.
					More nests hatching have been documented
					this year when compared to the same quarter
					last year.

Percent of publicly accessible County
beaches that are of adequate dimensions	95	95	95	95
to provide storm protection, recreational	95	95	95	95
to provide storm protection, recreational
opportunities, and sea turtle nesting habitat

					The increase from the prior year same quarter is
					a result of the Army Corps sponsoring and
Number of miles of beach renourished	2.70	0.00	6.80	0.00	funding Segment III project construction starting
Number of miles of beach renourished	2.70	0.00	6.80	0.00	in February 2019, in order to rehabilitate
					damages to the shoreline from Hurricane Irma.
					No County funded projects occurred.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 38

Department: Environmental Protection and Growth Management

Division: Environmental Planning and Community Resilience

Section: Energy and Sustainability

Goal Statement:

To advance planning initiatives and projects that preserve economic vitality, environmental resources, and community well-being under current and future conditions through support for energy conservation efforts, sustainable practices, outreach, partnerships and implementation of the Climate Change Action Plan.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of presentations given to increase					The decrease from the prior year same quarter is
awareness of energy, climate, and	25	30	64	60	due to the end of the Junior Sustainability Grant
sustainability issues and gain community	25	30	64	60	Program that provided additional presentations
participation in sustainability initiatives					for community during the one year grant period.
Percentage of Broward County Climate
Change Action Plan priority actions	100	89	100	90
completed
Number of local and regional governments
participating in sustainability, energy
conservation, and climate initiatives	61	62	61	52
implemented by the Energy and
Sustainability program

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 39

Department: Environmental Protection and Growth Management

Division: Environmental Planning and Community Resilience

Section: Environmental Monitoring

Goal Statement:

To provide high quality analytical data to Broward County agencies for assessment and protection of the environment as part of policy, planning, management, and regulatory efforts.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
					The increase from the prior year same quarter is
					due to additional inlets added from the Florida
Number of sites sampled	1,028	685	2,722	2,895	Department of Environmental Protection (FDEP)
					Coral Reef Monitoring Project, and inlets added
					for Quarterly Canals and NPDES monitoring.
					The increase from the prior year same quarter is
					due to additional inlets received from the
Number of analyses performed by					Florida Department of Environmental Protection
Number of analyses performed by	4,265	3,081	10,747	16,200	(FDEP) Coral Reef Monitoring Project and two
Environmental Monitoring laboratory	4,265	3,081	10,747	16,200	(FDEP) Coral Reef Monitoring Project and two
Environmental Monitoring laboratory					added contractual projects, University of Miami
					added contractual projects, University of Miami
					RAD-Florida Keys and Jupiter Island
					Nourishment Permit.

					The increase in turn around time from the prior
					year same quarter is due to additional samples
Average turnaround time in days from					received for analytical testing under the FDEP
Average turnaround time in days from	16	12	17	18	Coral Reef Monitoring Project and two added
sample receipt to final report	16	12	17	18	Coral Reef Monitoring Project and two added
sample receipt to final report					contractual projects University of Miami_RAD-
					contractual projects University of Miami_RAD-
					Florida Keys and Jupiter Island Nourishment
					Permit.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 40

Department: Environmental Protection and Growth Management

Division: Environmental Planning and Community Resilience

Section: Water Resources Policy and Planning

Goal Statement:

To optimize and protect the beneficial uses of water resources for the people and ecosystems within Broward County and to provide overall coordination of countywide water management efforts through governmental collaborations, planning, technical assessments, and conservation initiatives.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
					The total number of irrigation inspections per
					quarter varies during the course of the year as a
					function of scheduling and reporting activities.
					In this current quarter, the inspectors completed
Number of NatureScape Irrigation Service	61	80	198	250	a reduced number of inspections when
Inspections	61	80	198	250	compared to the same quarter in FY18 because
					they are involved in advancing residential
					irrigation evaluations as part of the recently
					launched Pilot NIS Residential Irrigation Rebate
					Program.

Number of Water Resources workshops held	171	181	424	400
and presentations made	171	181	424	400
and presentations made

Percentage of municipalities/water control
districts participating in coordinated water	92	89	92	95
resource management efforts
Attendance at Water Matters Day	N/A	N/A	3,686	3,500	This measure is reported annually in the second
Attendance at Water Matters Day	N/A	N/A	3,686	3,500	quarter.

Cumulative number of sites certified under	4,754	4,436	4,754	4,563
NatureScape Broward Initiative	4,754	4,436	4,754	4,563
NatureScape Broward Initiative

					The average water savings this last quarter is
					above the 20% program goal. In April, the
Percentage of water demand reduction for					program executed a series of site visits in Fort
large irrigation users implementing	26	16	23	20	Lauderdale, large condominium sites, where
NatureScape Irrigation Service	26	16	23	20	considerable amounts of water savings were
recommendations					achieved due to adjustment of timers. For
					instance, in one single location, estimated water
					savings reached 95% reduction.

FY19 Quarter 3		Broward County, Florida			Performance Measurement Report - Page 41

Department: Environmental Protection and Growth Management
Division: Environmental Planning and Community Resilience
Section: Water Resources Policy and Planning

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of people trained and served per					The increase from prior year same quarter is due
Number of people trained and served per					to greater attendance at several community
year through educational programs and	7,460	4,192	22,299	18,000	to greater attendance at several community
year through educational programs and	7,460	4,192	22,299	18,000	events where staff supported NatureScape
events					Booths (+5000 in this quarter only).
					Booths (+5000 in this quarter only).
					The decrease from the prior year same quarter is
					a consequence of website redesign work
					resulting in new templates and new URLs. Many
Number of visitors to program websites	7,069	20,614	22,025	80,000	of the historic links are no longer active.
					Website activity is expected to increase as the
					new links become more prominent in search
					engine results.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 42

Department: Environmental Protection and Growth Management

Division: Animal Care and Adoption

Section: Animal Care and Adoption

Goal Statement:

To promote responsible pet ownership and community safety, reunite the lost, rescue the neglected, increase adoptions and reduce pet overpopulation through innovative programs and services.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of free or low-cost sterilizations
and community wellness services	2,023	N/A	8,746	7,100
performed
Live release rate %	81	68	85	80

Number of rabies registration licenses sold	26,201	32,609	75,458	131,000

Number of animals sterilized	1,531	1,116	4,364	5,000

Number of animals adopted	1,408	1,242	4,494	6,100

Number of animals released to rescue	424	383	995	1,600
groups	424	383	995	1,600
groups

Number of pets returned to their owners at	239	252	752	1,040
the shelter	239	252	752	1,040
the shelter

Number of animals returned to their owners	74	107	340	600
via the Free Ride Home Program	74	107	340	600
via the Free Ride Home Program

Number of visitors to the shelter	14,676	15,514	43,476	64,000

External customer satisfaction rating	4.54	4.59	4.56	4.70

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 43

Department: Environmental Protection and Growth Management

Division: Animal Care and Adoption

Section: Animal Care and Adoption

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of volunteer hours	6,883	1,726	18,071	9,000

Number of foster hours	59,200	9,600	163,728	145,000

Number of educational outreach programs	56	35	150	200

Number of animals sheltered (intake)	4,298	4,396	9,881	12,000

Average response time per call (minutes)	63	45	54	37

Compliance percentage after warning	11	29	12	30

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 44

Department: Environmental Protection and Growth Management

Division: Planning and Development Management

Section: Development and Environmental Review

Goal Statement:

To review and regulate impacts of development to promote sustainable urban growth for residents and businesses.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of construction reviews processed	1,434	1,478	3,854	4,500

Number of agenda items presented to the	36	30	86	125
County Commission	36	30	86	125
County Commission

Number of applications processed	7,133	4,843	19,369	18,500

External customer satisfaction rating	4.70	4.59	4.72	4.75

					The increase from the prior year same quarter is
Average time to review customer	872	80	162	40	a result of multiple vacancies which directly
applications (minutes)	872	80	162	40	impacted the number of staff available to review
					customer applications.
Impact/concurrency fees collected ($	8.3	8.8	22.0	20.0
millions)	8.3	8.8	22.0	20.0
millions)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 45

Department: Environmental Protection and Growth Management

Division: Planning and Development Management

Section: Geographic Information Systems (GIS)

Goal Statement:

To provide enterprise-wide GIS services that support innovation and efficiency throughout Broward County.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of digital web-mapping	543	557	804	300
applications	543	557	804	300
applications

Number of data and analysis special	3	5	20	20
projects completed	3	5	20	20
projects completed

Number of visits to interactive GIS web	1,959,257	98,182	3,573,931	250,000
applications/maps	1,959,257	98,182	3,573,931	250,000
applications/maps

Percentage of County agencies utilizing	69	68	68	70
GIS technology	69	68	68	70
GIS technology

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 46

Department: Environmental Protection and Growth Management

Division: Planning and Development Management

Section: Planning

Goal Statement:

To provide planning services that promote a sustainable built environment for Broward County residents.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of Land Use Plan amendments
reviewed for Broward County Planning	100	N/A	100	100
Council within 30 days
Number of amendments adopted to
maintain Comprehensive Plan in	0	0	16	15
compliance with state statute
Number of planning-related special	4	3	23	20
projects and assignments	4	3	23	20
projects and assignments

Number of technical reviews of documents
and studies completed for local, state, and	0	0	0	20
regional agencies
Number of demographic or economic data	29	24	100	125
requests processed	29	24	100	125
requests processed

Number of public outreach meetings and	5	7	21	20
workshops	5	7	21	20
workshops

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 47

Department: Environmental Protection and Growth Management

Division: Planning and Development Management

Section: Zoning and Code Enforcement

Goal Statement:

To promote safety and compliance through zoning regulations for a better community for Broward Municipal Services District residents.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Cases brought into compliance before	44	39	132	500
vendor abatement	44	39	132	500
vendor abatement

Number of cases initiated by compliance	451	523	1,155	1,500
staff	451	523	1,155	1,500
staff

Total cases opened	557	633	1,426	1,760

Number of non-residential certificates of	6	13	31	50
use issued	6	13	31	50
use issued

Number of residential certificates of use	219	151	686	824
issued	219	151	686	824
issued

Percent of cases brought into compliance	81.00	76.47	82.86	90.00

Percent of complaints inspected within	93.00	N/A	90.02	90.00
three days	93.00	N/A	90.02	90.00
three days

Number of land clearance inspections	130	88	276	750

Number of community standards	940	891	2,605	2,700
inspections	940	891	2,605	2,700
inspections

Number of customers served at zoning	265	317	808	800
counter	265	317	808	800
counter

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 48

Department: Environmental Protection and Growth Management

Division: Planning and Development Management

Section: Zoning and Code Enforcement

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of zoning permits reviewed	166	147	427	400

Percentage of permit applications	94	96	84	96
reviewed within seven days of intake	94	96	84	96
reviewed within seven days of intake

Number of lots cleared by vendors	2	6	2	50

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 49

Department: Environmental Protection and Growth Management

Division: Housing Finance and Community Redevelopment

Section: Housing Administration

Goal Statement:

To provide all residents of Broward County with opportunities to access safe, decent, affordable housing and public services which are the cornerstones of healthy, successful and sustainable communities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of residents provided a grant-	331	N/A	681	1,000
funded public service	331	N/A	681	1,000
funded public service

Number of residents receiving emergency	7	N/A	7	1,045
shelter/essential services	7	N/A	7	1,045
shelter/essential services

Number of mortgage credit certificates	19	7	19	100
provided to first time home buyers	19	7	19	100
provided to first time home buyers

Number of individuals that have received	52	N/A	52	100
housing counseling assistance	52	N/A	52	100
housing counseling assistance

Number of residents that have been
provided purchase assistance for new	49	15	75	49
home ownership
Number of new affordable multi-family	94	0	101	260
units constructed	94	0	101	260
units constructed

Number of residents receiving assistance to
rehabilitate their residences during the	31	6	63	38
year

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 50

Department: Environmental Protection and Growth Management

Division: Environmental Engineering and Permitting

Section: Air Quality

Goal Statement:

To protect air, water, soil and other natural resources for the residents and visitors of Broward County by sustaining and enhancing the overall air quality in Broward County.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of asbestos sites inspected	44	47	43	45

Percent of inspected facilities that are in	100	100	100	95
compliance	100	100	100	95
compliance

Number of air quality outreach and
education events coordinated or attended	23	29	71	100
by staff
Percent of days when the outdoor air	78	76	87	80
quality is good	78	76	87	80
quality is good

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 51

Department: Environmental Protection and Growth Management

Division: Environmental Engineering and Permitting

Section: Environmental Assessment and Remediation

Goal Statement:

To restore the groundwater, soil, and surface waters of Broward County and protect the health, safety, and welfare of its citizens and visitors by assessing and cleaning up environmental contamination and by ensuring that contaminated sites are used or redeveloped in a safe and beneficial manner.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of contaminated sites remediated	7	18	32	40

Number of contaminated sites not yet	724	745	724	710
granted regulatory closure	724	745	724	710
granted regulatory closure

Number of contaminated sites remediated	1,785	1,746	1,785	1,770
closed to date	1,785	1,746	1,785	1,770
closed to date

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 52

Department: Environmental Protection and Growth Management

Division: Environmental Engineering and Permitting

Section: Waste Regulation

Goal Statement:

To protect the quality of air, water, soil, and other natural resources of Broward County, as well as the health, safety, and welfare of its citizens by regulating solid waste activities and transportation activities of discarded hazardous materials, sludge and biomedical waste through licensing, inspections, and enforcement actions.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of licenses and permits issued or	47	46	145	200
renewed	47	46	145	200
renewed

Number of regulatory inspections	38	42	132	160
performed	38	42	132	160
performed

Inspections performed per FTE	13	14	45	54

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 53

Department: Environmental Protection and Growth Management

Division: Environmental Engineering and Permitting

Section: Water and Environmental Licensing

Goal Statement:

To preserve, protect and enhance water resources and natural resources in Broward County through effective implementation of regulatory programs designed to reduce stormwater/non-point source pollution, encourage effective uses of our water resources, protect property from flooding, provide effective conveyance and treatment of domestic wastewater, preserve and protect freshwater and coastal wetlands, and maintain the County urban forest.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of water licenses/permits	217	242	622	860
issued/renewed	217	242	622	860
issued/renewed

Number of regulatory water inspections	23	66	147	300
performed	23	66	147	300
performed

Number of water violations addressed via	26	97	114	400
enforcement actions	26	97	114	400
enforcement actions

Number of water licenses processed per	27	40	77	86
FTE	27	40	77	86
FTE

Internal customer satisfaction rating	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.50	quarter.

Percent of inspected facilities found to be
in compliance with water permit/license	100	99	100	99
conditions
Percentage of municipal storm sewer
systems monitored found meeting surface	98	97	98	98
water quality standards
Number of aquatic/wetland	277	347	756	950
licenses/permits issued	277	347	756	950
licenses/permits issued

Number of aquatic/wetland regulatory	102	215	269	300
inspections performed	102	215	269	300
inspections performed

Number of aquatic/wetland violations	15	7	24	25
addressed via enforcement actions	15	7	24	25
addressed via enforcement actions

FY19 Quarter 3		Broward County, Florida			Performance Measurement Report - Page 54

Department: Environmental Protection and Growth Management

Division: Environmental Engineering and Permitting

Section: Water and Environmental Licensing

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of tree removal licenses	41	26	149	160
issued/renewed	41	26	149	160
issued/renewed

Tree inspections performed	282	238	826	900

Tree licenses processed per FTE	21	13	75	80

Tree inspections per employee	141	119	414	450

Percent of inspected facilities in	89	85	87	90
compliance with permit/license conditions	89	85	87	90
compliance with permit/license conditions

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 55

Department: Environmental Protection and Growth Management

Division: Licensing, Elevator and Regulatory

Section: Consumer Regulatory

Goal Statement:

To protect public health, safety and welfare by regulating businesses to ensure compliance with the Broward County Consumer Protection ordinances.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of auto repair, and auto body and	95	125	1,020	2,000
paint shop applications processed	95	125	1,020	2,000
paint shop applications processed

Number of auto repair and auto body shops	797	940	2,389	2,600
inspected	797	940	2,389	2,600
inspected

Number of inspections conducted on for-	4,709	2,790	11,460	17,000
hire vehicles	4,709	2,790	11,460	17,000
hire vehicles

Number of notices of violation issued to	413	324	939	600
auto repair/body shops	413	324	939	600
auto repair/body shops

Percent of citations upheld at hearings	97	98	97	90

Number of chauffeur applications	664	768	1,954	3,600
processed	664	768	1,954	3,600
processed

Cumulative number of walk in customers
assisted per Consumer Service	560	614	1,541	1,900
representative
Cumulative number of auto repair and auto	266	313	797	1,200
body paint shops inspected per inspector	266	313	797	1,200
body paint shops inspected per inspector

External customer satisfaction rating	3.80	2.40	3.87	4.80

Percent of identifiable auto repair and
auto body shops licensed and in full	60	51	62	70
compliance

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 56

Department: Environmental Protection and Growth Management

Division: Licensing, Elevator and Regulatory

Section: Consumer Regulatory

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of moving registrations processed	7	9	35	72

Number of auto repair/auto body	37	10	74	97
complaints	37	10	74	97
complaints

Number of unlicensed vehicles receiving	258	240	842	1,000
citations	258	240	842	1,000
citations

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 57

Department: Environmental Protection and Growth Management

Division: Licensing, Elevator and Regulatory

Section: Contractor Licensing Enforcement

Goal Statement:

To ensure safe and sound construction by verifying that tradespersons are licensed, qualified, and that complaints are handled professionally in order to protect consumers and to ensure good construction methods are implemented.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of new certificates of competency	72	64	205	300
issued	72	64	205	300
issued

Number of certificates of competency	393	378	671	2,800
renewed	393	378	671	2,800
renewed

Cumulative number of new certificates of	18	13	51	75
competency issued per support staff	18	13	51	75
competency issued per support staff

Number of certificates of competency	98	76	164	560
renewed per support staff	98	76	164	560
renewed per support staff

Number of complaints received against	26	22	41	75
licensed contractors	26	22	41	75
licensed contractors

					This performance measure is driven by
Number of complaints received against	27	41	88	250	complaints received, therefore, influenced
unlicensed contractors	27	41	88	250	primarily by customer demand which results in
					variation from year to year.

					This performance measure is driven by
Number of complaints against licensed	9	6	16	25	complaints received, therefore, influenced
contractors per investigator	9	6	16	25	primarily by customer demand which results in
					variation from year to year.
					This performance measure is driven by
Number of complaints against unlicensed	6	10	26	62	complaints received, therefore, influenced
contractors per investigator	6	10	26	62	primarily by customer demand which results in
					variation from year to year.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 58

Department: Environmental Protection and Growth Management

Division: Licensing, Elevator and Regulatory

Section: Contractor Licensing Enforcement

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
					This performance measure is driven by
Number of citations issued to	23	34	78	250	complaints received, therefore, influenced
licensed/unlicensed contractors	23	34	78	250	primarily by customer demand which results in
					variation from year to year.
Percent of renewal licenses renewed	11	11	11	85

Number of outreach activities educating	6	4	17	11
the public about contractor fraud	6	4	17	11
the public about contractor fraud

External customer satisfaction rating	4.15	4.46	4.05	4.90

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 59

Department: Environmental Protection and Growth Management

Division: Licensing, Elevator and Regulatory

Section: Elevator Inspections

Goal Statement:

To establish elevator safety and quality service for Broward County citizens through the review of plans, issuance of construction permits, performance of inspections, witnessing of annual testing and processing and issuance of Certificates of Operation.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
					This performance measure is driven by the
Number of overdue annual inspections	3,138	2,622	3,138	3,250	elevator and construction industries and varies
					from year to year.
Percent of elevators with expired	27	29	27	38
certificates	27	29	27	38
certificates

					This performance measure is driven by the
Number of plans reviewed	269	315	857	1,050	elevator and construction industries and varies
					from year to year.
Number of inspections performed	1,187	2,212	3,307	6,500

Number of new certificates of operation					This performance measure is driven by the
Number of new certificates of operation	46	66	141	210	elevator and construction industries and varies
issued	46	66	141	210	elevator and construction industries and varies
issued					from year to year.
					from year to year.
Number of renewal certificates of operation	7,551	1,212	8,546	9,500	The implementation of a new systematic
issued	7,551	1,212	8,546	9,500	process resulted in efficiencies in reporting.

Number of witnessed tests on elevators	1,270	1,207	3,537	6,500
performed	1,270	1,207	3,537	6,500
performed

External customer satisfaction rating	4.67	2.00	4.37	4.85

Plans reviewed per plan reviewer	135	158	430	350

Inspections and witnessed tests performed	307	380	773	1,625
per inspector	307	380	773	1,625
per inspector

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 60

Department: Environmental Protection and Growth Management

Division: Environmental Planning and Community Resilience

Section: Beach and Marine Resources

Goal Statement:

To provide protection for the Florida manatee through Manatee Protection Plan conservation measures consisting of regulatory and enforcement activities, outreach programs, and monitoring efforts, in conjunction with state-wide measures and community partners.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of new slips issued	23	10	274	75

Total number of slips assigned	15,487	15,225	15,487	15,000

Watercraft-related manatee mortality	0	0	6	1

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 62

Department: Environmental Protection and Growth Management

Division: Building Code Services

Section: Building Code - Unincorporated / Airport

Goal Statement:

To provide the public and agencies comprising the unincorporated areas of Broward County and the Fort Lauderdale-Hollywood International Airport with an acceptable level of life safety through enforcement of the Florida Building Code (FBC) and applicable state or national codes pertaining to construction methods, plan reviews, permit issuance, and the performance of inspections or issuance of Certificates of Occupancy.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of plans reviewed	1,096	895	2,863	4,250

Number of inspections performed	2,436	2,075	6,579	9,200

					The decrease from the prior year same quarter is
Number of plans reviewed per plans	288	474	1,151	2,500	due to the filling of staff vacancies performing
examiner	288	474	1,151	2,500	the tasks, which decreased the number of plans
					per person.
Number of inspections performed per	334	573	1,219	2,750
inspector	334	573	1,219	2,750
inspector

Number of permits issued	735	629	1,791	2,600

Number of Certificates of Occupancy	14	10	26	30
issued	14	10	26	30
issued

Percentage of Florida Building Code
permit inspections performed within 24	100	100	97	95
hours of request
Percent of plan reviews reviewed within 15	100	76	93	95
days	100	76	93	95
days

External customer satisfaction rating	N/A	N/A	N/A	4.85	No surveys were collected in the third quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 63

Department: Environmental Protection and Growth Management

Division: Building Code Services

Section: Building Code - Unincorporated / Airport

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of customers provided service at	1,939	1,485	4,696	4,500
BCS Permit Counter	1,939	1,485	4,696	4,500
BCS Permit Counter

Number of customers served per counter	646	495	1,565	1,500
support staff	646	495	1,565	1,500
support staff

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 64

Department: Environmental Protection and Growth Management

Division: Building Code Services

Section: Building Code - Contract Cities

Goal Statement:

To provide the residents of municipalities under interlocal agreement with Broward County with an acceptable level of life safety through enforcement of the Florida Building Code (FBC) and applicable state or national codes pertaining to construction methods, plan reviews, and performance of inspections at affordable and competitive hourly rates for municipal client.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
External customer satisfaction rating	N/A	N/A	N/A	4.80	No surveys were collected in the third quarter.

Number of plans reviewed for contract	3,661	3,784	10,961	12,500
cities	3,661	3,784	10,961	12,500
cities

					This performance measure is driven by the
Number of inspections performed for	6,017	5,469	17,133	22,000	construction industry and cities, therefore,
contract cities	6,017	5,469	17,133	22,000	influenced primarily by customer demand which
					results in variation from year to year.
					The decrease from the prior year same quarter is
Number of plans reviewed per plans	447	603	1,533	2,750	due to the filling of staff vacancies performing
examiner	447	603	1,533	2,750	the tasks, which decreased the number of plans
					per person.

					This performance measure is driven by the
					construction industry and cities, therefore,
Number of inspections performed per					influenced primarily by customer demand which
Number of inspections performed per	625	654	1,709	2,300	results in variation from year to year.
inspector	625	654	1,709	2,300	results in variation from year to year.
inspector					Additionally, the filling of vacancies for staff
					Additionally, the filling of vacancies for staff
					performing the tasks decreased the number of
					inspections per person.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 65

Department: Environmental Protection and Growth Management

Division: Environmental and Consumer Protection

Section: Child Care Licensing and Inspections

Goal Statement:

To ensure the health, safety, welfare and education of children by inspecting child care facilities throughout Broward County, ensuring adherence to regulatory standards.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of newly-issued	9	10	34	50
licenses/registrations	9	10	34	50
licenses/registrations

Average caseload per Child Care	62	65	62	73
Licensing Specialist	62	65	62	73
Licensing Specialist

Percentage of all licensed/registered
childcare sites that are inspected in	N/A	N/A	N/A	99	This measure is reported annually in the fourth
accordance with Broward County	N/A	N/A	N/A	99	quarter.
Ordinances
Percent of new licenses issued and
registrations approved or denied within	100	100	100	100
statutory time frame
Number of renewed licenses and	215	207	582	780
registrations issued	215	207	582	780
registrations issued

External customer satisfaction rating (Child	N/A	N/A	N/A	4.50	This performance measure is reported in the
Care Licensing and Food Services)	N/A	N/A	N/A	4.50	second and fourth quarters.

Number of child care facilities and child	828	N/A	2,352	510
care homes inspected	828	N/A	2,352	510
care homes inspected

Average number of inspections per	64	N/A	64	51
inspector	64	N/A	64	51
inspector

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 66

Department: Environmental Protection and Growth Management

Division: Environmental and Consumer Protection

Section: Consumer Protection

Goal Statement:

To provide consumer protection and education to the public in order to prevent or stop unfair and deceptive trade practices.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of phone calls/public contacts	798	789	2,698	6,500

Number of written complaints received	118	97	328	400

Dollar value of refunds and services	10,568	6,668	56,079	25,000
returned to consumers	10,568	6,668	56,079	25,000
returned to consumers

Number of written complaints processed	39	32	109	150
per consumer analyst	39	32	109	150
per consumer analyst

Percent of written complaints closed within	50	40	48	50
30 days	50	40	48	50
30 days

External customer satisfaction	3.80	2.44	3.87	4.90

Volume of internet correspondence	597	218	1,801	500

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 67

Department: Environmental Protection and Growth Management

Division: Environmental and Consumer Protection

Section: Enforcement Administration

Goal Statement:

To provide high quality administrative support to the environmental regulatory divisions in the areas of enforcement preparation and issuance, Notice of Violation and Notice of Intent to File Suit case management, complaint intake management, penalty tracking and collection, and enforcement standards.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of enforcement actions processed	132	102	362	300

					With the implementation of a Complaint
					Tracking system, all complaints are
Number of complaints processed	0	128	60	450	handled/processed by the Call Center. The
Number of complaints processed	0	128	60	450	expectation is that minimal to no complaints
					will be handled by Enforcement Administration
					in future quarters.

Median days to settlement agreement or	142	154	142	160
final order	142	154	142	160
final order

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 68

Department: Environmental Protection and Growth Management

Division: Environmental and Consumer Protection

Section: Environmental Protection

Goal Statement:

To protect and restore the environment so that current and future generations enjoy an excellent place to live, work and play.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Customer satisfaction rating	5.00	5.00	4.60	4.80

Number of site visits	1,184	1,099	3,648	3,000

Number of violations noted	409	330	1,430	600

Number of enforcement actions taken	50	190	378	450

Percent of sites in compliance	57	68	56	80

Number of active licenses	5,896	5,807	5,896	5,850

Number of licenses issued	734	907	2,259	3,000

Percent of complaints, license issuances,
notices, citations, and inspections in	4	2	4	5
backlog status

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 69

Quarterly Performance Measurement Report

Department: Finance and Administrative Services

Division: Administration

Section: Administration

Goal Statement:

To efficiently administer the six divisions within the department, and to effectively invest and protect County assets.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total interest income earned (in millions)	14.6	12.5	41.0	40.0

Spread above the Merrill Lynch 1-3 year	0.280	-0.750	-0.277	0.001
Treasury & Agency Index	0.280	-0.750	-0.277	0.001
Treasury & Agency Index

Return on investments (percent)	2.010	1.550	2.010	2.000

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 70

Department: Finance and Administrative Services

Division: Value Adjustment Board

Section: Value Adjustment Board

Goal Statement:

To manage the Administrative Review Process, on behalf of the Value Adjustment Board (VAB), for the taxpayers of Broward County in order to provide a means for taxpayers to appeal the assessments placed on their property by the Property Appraiser's Office.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of folios confirmed by the VAB	2,271	1,842	3,630	3,600

Average cost of folios confirmed by the	75	74	75	72
VAB ($)	75	74	75	72
VAB ($)

Number of petitions received electronically	0	N/A	0	14,500	Petitions are only accepted electronically
Number of petitions received electronically	0	N/A	0	14,500	during the fourth quarter.

Percentage of petitions received	0	N/A	0	82	Petitions are only accepted electronically
electronically	0	N/A	0	82	during the fourth quarter.

Percentage of petitions that went to	100	100	63	40
hearing	100	100	63	40
hearing

Number of hearings rescheduled	760	101	2,490	3,000

External customer satisfaction rating	0.00	N/A	0.00	4.80	This measure is reported annually in the fourth
External customer satisfaction rating	0.00	N/A	0.00	4.80	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 71

Department: Finance and Administrative Services

Division: Accounting

Section: Accounting

Goal Statement:

To ensure accurate financial records are maintained; provide financial information and reports to management, the State, and other interested parties; to ensure vendors and employees of the County are paid timely and all applicable statutes and policies are complied with.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Receipt of GFOA Certificate of Excellence	N/A	N/A	N/A	1	This measure is reported annually in the fourth
in financial reporting	N/A	N/A	N/A	1	quarter.

Percent of time all financial reporting	85	75	N/A	85
deadlines are met	85	75	N/A	85
deadlines are met

Average number of days to pay invoice	27	29	26	22
from invoice date	27	29	26	22
from invoice date

Number of invoices processed	30,826	33,761	92,797	113,000

Number of credit card transactions	14,616	15,896	42,906	62,000

External customer satisfaction rating	N/A	N/A	N/A	4.00	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.00	quarter.

Number of paychecks and direct deposits	39,545	38,374	122,935	160,000
per fiscal year	39,545	38,374	122,935	160,000
per fiscal year

Cost per check/direct deposit	3.25	3.25	N/A	3.45

Average number of days to pay invoice	19	19	N/A	13
from receiver date	19	19	N/A	13
from receiver date

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 72

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: Auto Tags

Goal Statement:

To responsively serve our customers through successful partnerships, providing the public with efficient methods and service relative to the registration and title processing for motor vehicles, vessels, mobile homes, and issuance of disabled parking permits. To ensure chain of ownership and payment of mandated taxes and fees per State Statute and Department of Highway Safety and Motor Vehicles rules and regulations.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total transactions completed	584,124	587,791	1,699,782	2,541,270

Transactions per employee	10,620	10,687	32,224	46,210

Percentage of e-commerce transactions to	22.1	20.9	22.8	21.0
total transactions processed	22.1	20.9	22.8	21.0
total transactions processed

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 73

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: County Records

Goal Statement:

To administer the Public Records for the citizens of Broward County for the purpose of cataloging public records and ensuring compliance with Florida law.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of boxes handled per employee	2	15	11	25
per day	2	15	11	25
per day

Number of records dispositions processed	0	9	9	28

Number of records transmittals processed	2	9	23	75

Average time spent per record disposition	0	18	8	35
(hours)	0	18	8	35
(hours)

Average time spent per record transmittal	1	4	5	8
(hours)	1	4	5	8
(hours)

Average time spent per record retrieval	20	42	34	30
(minutes)	20	42	34	30
(minutes)

Average time spent per record shelving	4	3	3	4
(minutes)	4	3	3	4
(minutes)

Number of records management
search/research requests per staff member	0.1	1.7	0.7	3.0
per day
Number of Summary Minutes produced	4	3	10	25

Total documents recorded	192,988	191,221	547,394	675,000

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 74

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: County Records

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Average number of documents recorded	57	54	59	50
per FTE in the Recording section per day	57	54	59	50
per FTE in the Recording section per day

Number of Verbatim Minutes produced	23	15	54	62

Average number of days from meeting to	13	13	13	12
minutes completion	13	13	13	12
minutes completion

Number of customers served (Official	2,939	3,332	8,471	10,000
records research assistance)	2,939	3,332	8,471	10,000
records research assistance)

Number of Public Records / research
requests per staff member in this function	1.20	1.70	1.33	2.00
per day
Percentage of total documents recorded	79	75	79	72
electronically	79	75	79	72
electronically

Average number of calendar days between	1.2	1.2	1.2	1.8
receipt and recordation of documents	1.2	1.2	1.2	1.8
receipt and recordation of documents

External customer satisfaction rating	N/A	N/A	N/A	4.75	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.75	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 75

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: Operations/Treasury

Goal Statement:

To provide administration, business operations and application-specific technical support services; perform check disbursements and bank reconciliations; and execute debt service on County-bonded debt.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Cash receipts monitored (in billions)	0.93	0.74	5.51	5.40

Bank reconciliations performed per	101	105	304	432
employee	101	105	304	432
employee

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 76

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: Taxes, Licenses, Enforcement and Personal Property

Goal Statement:

To collect and process current and delinquent real and personal property ad valorem and non-ad valorem assessments on behalf of taxing authorities, local business taxes, hunting and fishing license fees, other State and County license fees, and other debts owed to Broward County in accordance with State Statutes, Rules and Regulations and Broward County ordinances.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Local business tax revenues	141,560	156,214	1,136,777	4,000,000

Local business tax customers	3,377	3,555	21,514	85,000

Number of current tax bills processed in	12,578	11,646	122,176	175,000
office	12,578	11,646	122,176	175,000
office

Number of tax deeds applications brought	234	338	916	1,400
to auction	234	338	916	1,400
to auction

Overall delinquency collected for past
seven tax rolls versus delinquency stated	90	90	94	95
on April 1st of past seven tax rolls
Enforcement actions against delinquent
tangible personal property or business tax	2,612	1,326	25,418	22,000
receipts accounts
External customer satisfaction rating	4.89	5.00	4.89	4.80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 77

Department: Finance and Administrative Services

Division: Records, Taxes and Treasury

Section: Tourist Development Tax

Goal Statement:

To administer, audit, and enforce the collection of Tourist Development Taxes pursuant to applicable laws and ordinances relating to this tax for the purpose of supporting the tourism activities of the Greater Fort Lauderdale Convention and Visitors Bureau, the Convention Center, and the debt service requirements of the County Civic Arena.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total revenue collected (in millions)	26.7	26.2	71.7	79.8

Total number of tax transactions processed	2,617	2,636	7,995	9,800
per tax tag clerk	2,617	2,636	7,995	9,800
per tax tag clerk

Expense as a percent of collections	N/A	N/A	N/A	0.80	This measure is reported annually in the fourth
Expense as a percent of collections	N/A	N/A	N/A	0.80	quarter.

External customer satisfaction rating	N/A	N/A	N/A	4.80	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.80	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 78

Department: Finance and Administrative Services

Division: Human Resources

Section: Human Resources/General Services

Goal Statement:

To effectively develop, manage, and improve Broward County's Human Resource programs for residents and County employees to ensure equal employment opportunity and sound human resource related business practices in an ethical, cost effective, and innovative manner.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Personnel transactions processed	937	1,142	2,679	5,000

Number of applications received	12,142	11,678	35,175	45,000
countywide	12,142	11,678	35,175	45,000
countywide

Time to Fill (Average number of days from
requisition creation in online recruitment	72	N/A	63	75
system to offer acceptance)
Time to Start (Average number of days	37	N/A	35	22
from acceptance to start date)	37	N/A	35	22
from acceptance to start date)

Total number of positions filled	270	231	666	900

First year of service turnover rate %	17	16	N/A	17

Formal position reviews	75	79	213	200

Ratio of HR FTE, per 100 Government	0.90	0.93	N/A	0.75
FTEs	0.90	0.93	N/A	0.75
FTEs

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 79

Department: Finance and Administrative Services

Division: Human Resources

Section: Human Resources/Learning and Organizational Development

Goal Statement:

Learning and Organizational Development supports performance improvement for Broward County employees through strategically aligned development opportunities resulting in enhanced efficiencies and improved productivity.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of employees receiving tuition	80	N/A	234	180
reimbursement	80	N/A	234	180
reimbursement

Number of HR-Sourced learning events	98	80	265	450
delivered	98	80	265	450
delivered

Percentage of the workforce receiving	10	13	12	17
training	10	13	12	17
training

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 80

Department: Finance and Administrative Services

Division: Human Resources - Employee Benefits

Section: Employee Assistance Program

Goal Statement:

To provide assistance to Broward County employees and their families in order to improve their quality of life both at home and on the job, and provide agencies resources to safely deliver County services.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of employee office visits	88	113	298	475

Current active cases/month	118	137	124	140

Percentage of clients that follow through	81	72	86	85
with a referral	81	72	86	85
with a referral

Percentage of cases resolved without	35	55	43	50
obtaining a referral	35	55	43	50
obtaining a referral

Number of requests for new services	89	100	297	500

Number of organizational interventions	6	11	29	25

Number of management consultations	10	15	22	55

Number of training classes	5	9	16	65

Training evaluation rating	4.77	4.67	4.81	4.50

Internal customer satisfaction rating	4.93	4.90	4.90	4.80

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 81

Department: Finance and Administrative Services

Division: Human Resources - Employee Benefits

Section: Employee Benefits Administration

Goal Statement:

To provide a comprehensive, affordable, and accessible employee benefit program for Broward County employees in order to maximize service and provide the best use of these benefits.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Employee satisfaction rating for	N/A	N/A	N/A	80	This measure is reported annually in the fourth
health/dental/vision plans	N/A	N/A	N/A	80	quarter.

New hire satisfaction rating for benefits	96	94	96	85
orientation program	96	94	96	85
orientation program

Average number of clients per program	11	12	16	30

Benefit plan assistance contacts (walk-in,
phone, mail, email, fax) per 100 benefit-	31	26	35	85
eligible employees (active, COBRA and	31	26	35	85
eligible employees (active, COBRA and
retirees)

Number of wellness programs/seminars	282	272	781	1,100
offered	282	272	781	1,100
offered

Number of unique employees participating
in a health, wellness or lifestyle program or	2	N/A	62	60
seminar per 100 benefit-eligible	2	N/A	62	60
seminar per 100 benefit-eligible
employees

Internal customer satisfaction rating	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.50	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 82

Department: Finance and Administrative Services

Division: Enterprise Technology Services

Section: Application Services

Goal Statement:

To promote e-government applications by enabling easy access to Broward County data and services, and provide timely and quality service to all county agencies for maintenance and enhancement of existing information system applications.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of application code reviews	2	6	5	8

Number of application services tickets	2,282	2,028	5,408	9,600
resolved on time	2,282	2,028	5,408	9,600
resolved on time

Percent of application development tickets	13	16	14	15
past due	13	16	14	15
past due

Number of new/enhanced mobile friendly	2	5	5	8
applications delivered	2	5	5	8
applications delivered

Customer satisfaction rating	4.85	4.30	4.90	5.00

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 83

Department: Finance and Administrative Services

Division: Enterprise Technology Services

Section: Customer Program Office

Goal Statement:

To provide enterprise information technology (IT) project portfolio management; manage customer and vendor relationships; provide skilled IT project management, customer service assistance, and technology training; develop integrated IT policies; and translate IT policies into executable processes for dissemination to the IT workforce.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of project timesheets that are less	75	68	77	75
than 15% late	75	68	77	75
than 15% late

Percent of projects with approved business	87	75	89	90
cases and/or Project Charters	87	75	89	90
cases and/or Project Charters

Number of critical systems monitored	18	16	44	70

Number of project reviews or audits	3	3	9	6

Number of high and medium security	102	126	241	470
vulnerabilities fixed	102	126	241	470
vulnerabilities fixed

Number of IT Security compliance	48	46	114	200
audits/scans completed	48	46	114	200
audits/scans completed

Percent of SPAM emails blocked	99	100	99	95

Number of employees who complete the	705	440	1,585	5,000
Cyber Security Awareness training	705	440	1,585	5,000
Cyber Security Awareness training

Percentage of technical training	67	19	51	40
completed online	67	19	51	40
completed online

Cost per student for in-house instructor led	63.72	7.99	54.47	45.00
IT training	63.72	7.99	54.47	45.00
IT training

FY19 Quarter 3		Broward County, Florida			Performance Measurement Report - Page 84

Department: Finance and Administrative Services

Division: Enterprise Technology Services

Section: Infrastructure Services

Goal Statement:

To provide the highest quality information technology infrastructure services for all activities and business services provided by the Board, and to provide dynamic innovative solutions in a reliable, effective, and secure manner to improve business decision-making and foster work process enhancements.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of requests received by the ETS	19,184	19,834	44,503	68,000
Service Desk	19,184	19,834	44,503	68,000
Service Desk

Percentage of Service Desk calls answered	94	94	92	99
in less than one minute	94	94	92	99
in less than one minute

Percentage of requests resolved on first	92	86	87	60
contact by ETS Service Desk personnel	92	86	87	60
contact by ETS Service Desk personnel

Average time per call of Trouble Tickets
resolved by Level 1 Service Desk support	5	6	5	6
personnel (minutes)
Percentage of Problem Priority 1 Incidents	79	74	64	100
resolved within 4 hours	79	74	64	100
resolved within 4 hours

The number of outages affecting
Inbound/Outbound Internet Connectivity	0	0	0	1
lasting more than 10 minutes

The number of network outages for County
maintained equipment affecting more than	0	0	0	5
25 personnel lasting more than 60 minutes	0	0	0	5
25 personnel lasting more than 60 minutes
between 7:00AM-6:00PM

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 86

Department: Finance and Administrative Services

Division: Purchasing

Section: Purchasing Administration

Goal Statement:

To achieve the highest standard of public procurement and foster transparency in the procurement process; maintain a unified purchasing system to procure all commodities and general, professional, and construction services; and to dispose of surplus items for all agencies under the supervision of the Board of County Commissioners.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total central procurement activities	328	526	1,033	2,800

Total central procurement activities per	8	12	24	65
professional position	8	12	24	65
professional position

Cost per central procurement activity	3,910	2,438	3,860	1,915

Average number of days to process
construction bids within the Board's award	260	236	272	175
authority
Average number of days to process
construction bids within the Director of	189	158	222	125
Purchasing Division's award authority
Average number of days to process
commodities & general services bids within	197	217	200	150
the Board's award authority
Average number of days to process
commodities & general services bids within	116	114	119	100
the Director of Purchasing Division's award	116	114	119	100
the Director of Purchasing Division's award
authority
Average number of days to award
RLIs/RFPs within the Board's award	452	543	435	255
authority
Average number of days to award
RLIs/RFPs within Director of Purchasing	233	168	205	150
Division's award authority
FY19 Quarter 3		Broward County, Florida			Performance Measurement Report - Page 87

Department: Finance and Administrative Services

Division: Purchasing

Section: Purchasing Administration

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Average number of days to award informal
quotations and qualified vendor list (QVL)	161	101	157	75
procurements
Average number of days to award sole
source, emergency, or after-the-fact	64	61	61	60
procurement

Average number of days to award work
authorization, amendments, or change	29	34	31	25
orders
Training events delivered (internal County	9	7	12	12
events and public outreach events)	9	7	12	12
events and public outreach events)

Dollar value of goods sold as surplus	29,139	25,322	72,198	800,000
(auction or sale)	29,139	25,322	72,198	800,000
(auction or sale)

Internal customer satisfaction rating	N/A	N/A	N/A	4.25	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.25	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 88

Department: Finance and Administrative Services

Division: Risk Management

Section: Risk Management Safety and Occupational Health

Goal Statement:

To provide safe and healthful workplace conditions for County employees and the public, and to ensure the fitness of County employees in the performance of their job responsibilities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of safety activities conducted (site	50	91	79	290
visits, assessments, audits, inspections)	50	91	79	290
visits, assessments, audits, inspections)

Number of occupational health activities
conducted (site visits, assessments, audits,	56	85	198	400
inspections)
Number of training sessions provided	38	53	97	150

Average daily number of driver's license	N/A	8,000	N/A	8,100
reviews for authorized drivers	N/A	8,000	N/A	8,100
reviews for authorized drivers

Number of criminal background checks	1,206	1,333	2,568	3,800
completed	1,206	1,333	2,568	3,800
completed

Number of post employment-offer physicals	357	383	1,047	1,200
provided	357	383	1,047	1,200
provided

Number of medical surveillance tests	234	231	595	850
provided	234	231	595	850
provided

Number of Safety and Occupational
Health recommendations implemented by	13	14	35	72
County agencies

Internal customer satisfaction rating	N/A	N/A	N/A	4.80	This measure is reported annually in the fourth
Internal customer satisfaction rating	N/A	N/A	N/A	4.80	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 90

Department: Finance and Administrative Services

Division: Risk Management

Section: Risk Management Workers' Compensation

Goal Statement:

To investigate, administer, and resolve all work related injury claims in accordance with Florida Statutes, Chapter 440.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
"Best practices" adherence rating for	N/A	N/A	N/A	88	This measure is reported annually in the fourth
adjusters	N/A	N/A	N/A	88	quarter.

Percent of prescription dollars disbursed	N/A	N/A	N/A	88	This measure is reported annually in the fourth
through preferred provider	N/A	N/A	N/A	88	quarter.

Workers' compensation self-insurance costs	N/A	N/A	N/A	1,500	This measure is reported annually in the fourth
per employee (dollars)	N/A	N/A	N/A	1,500	quarter.

Number of workers' compensation claims	N/A	N/A	N/A	6.2	This measure is reported annually in the fourth
per 100 employees	N/A	N/A	N/A	6.2	quarter.

Workers' compensation claims closed as a	N/A	N/A	N/A	100	This measure is reported annually in the fourth
percentage of claims opened annually	N/A	N/A	N/A	100	quarter.

Percentage of workers' compensation
medical bills paid within 45 days from	99	100	99	99
receipt per State mandate
Percentage of workers' compensation
indemnity payments paid within seven days	97	99	96	99
of due date
New workers' compensation (WC) claims	127	135	386	480
processed and administered	127	135	386	480
processed and administered

Average number of workers' compensation	N/A	N/A	N/A	160	This measure is reported annually in the fourth
claims closed per claim adjuster annually	N/A	N/A	N/A	160	quarter.

Workers' compensation internal customer	N/A	N/A	N/A	4.80	This measure is reported annually in the fourth
satisfaction rating	N/A	N/A	N/A	4.80	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 92

Quarterly Performance Measurement Report

Department: Human Services

Division: Administration - Human Services

Section: Administration - Human Services

Goal Statement:

To effectively and efficiently provide innovative health and human service programs that assist Broward County's children, elderly and low income individuals and families achieve well-being and enhance their quality of life, as well as generate revenue, maximize resources, ensure accountability and lead the community in sharing human service expertise.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Average number of days taken to fill a
position from requisition creation date to	81	N/A	89	70
employee start date (full life cycle)
Percent of performance based outcomes	N/A	N/A	N/A	95	This measure is reported annually in the fourth
achieved in contracted programs	N/A	N/A	N/A	95	quarter.

Percent of contracted funding utilized	N/A	N/A	N/A	90	This measure is reported annually in the fourth
Percent of contracted funding utilized	N/A	N/A	N/A	90	quarter.

Percent of outcomes achieved in direct	N/A	N/A	N/A	85	This measure is reported annually in the fourth
service programs	N/A	N/A	N/A	85	quarter.

Customer satisfaction rating	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
Customer satisfaction rating	N/A	N/A	N/A	4.50	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 93

Department: Human Services

Division: Administration - Human Services

Section: Office of Evaluation and Planning

Goal Statement:

To support the Human Services Department through the development, coordination, and maintenance of a continuous quality improvement system through planning, data management, grants development and emergency management functions.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Amount of new grant funding (in millions)	N/A	N/A	N/A	10	This measure is reported annually in the fourth
awarded for internal and external providers	N/A	N/A	N/A	10	quarter.

Number of collaborative funding proposals	2	2	7	12
submitted	2	2	7	12
submitted

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 94

Department: Human Services

Division: Crisis Intervention and Support

Section: Justice Services

Goal Statement:

To provide equity and strength-based services that improve client outcomes and opportunities by managing processes and promoting systemic change to divert individuals away from the justice system.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of youth committing a
misdemeanor offense and referred to the	197	193	577	885
program (Juvenile Civil Citation)
Percentage of youth enrolled who
successfully complete the program	86	90	86	87
(Juvenile Civil Citation)

Number of youth enrolled who successfully
complete the program (Juvenile Civil	169	180	376	640
Citation)
Percentage of youth enrolled who
successfully complete the program and	99	99	99	90
who do not re-offend within 1 year	99	99	99	90
who do not re-offend within 1 year
(Juvenile Civil Citation)

Number of youth enrolled who successfully
complete the program and who do not re-	176	190	539	630
offend within 1 year (Juvenile Civil	176	190	539	630
offend within 1 year (Juvenile Civil
Citation)
Percentage of youth issued a civil citation
and who are eligible for the program	98	97	98	80
(Juvenile Civil Citation)
Number of youth enrolled to the program
who would otherwise be detained (Juvenile	15	19	35	85
Predisposition Services)
Percentage of youth enrolled who
successfully complete the program	85	91	90	85
(Juvenile Predisposition Services)

Average number of days enrolled youth
spent in secure detention (Juvenile	6	3	5	5
Predisposition Services)
FY19 Quarter 3		Broward County, Florida			Performance Measurement Report - Page 96

Department: Human Services

Division: Crisis Intervention and Support

Section: Justice Services

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of adults committing a
misdemeanor offense that are referred to	3	N/A	5	240
the program (Adult Civil Citation)
Percent of adults enrolled who successfully	100	N/A	100	70
complete the program (Adult Civil Citation)	100	N/A	100	70
complete the program (Adult Civil Citation)

Number of enrolled adults who successfully	1	N/A	2	168
complete the program (Adult Civil Citation)	1	N/A	2	168
complete the program (Adult Civil Citation)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 97

Department: Human Services

Division: Crisis Intervention and Support

Section: Nancy J. Cotterman Center

Goal Statement:

To reduce further trauma to victims of assault/abuse and their families through specialized forensic medical examination and assessment, crisis intervention, and forensically sensitive therapy to ameliorate functional impairment, and to conduct outreach to non-reporting victims through community awareness activities.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Episodes of victims services provided to	5,817	6,362	16,495	22,000
consumers	5,817	6,362	16,495	22,000
consumers

Number of crisis intervention units of	4,739	6,171	14,230	24,000
service provided	4,739	6,171	14,230	24,000
service provided

Percentage of medical examination
reports sent to Child Protective	98	97	98	90
investigators within 10 days after the	98	97	98	90
investigators within 10 days after the
examination
External customer satisfaction rating	4.79	4.88	4.84	4.50

Percentage of clients successfully	98	100	97	95
completing treatment	98	100	97	95
completing treatment

Average number of crisis intervention units
of service provided per Crisis Intervention	179	222	536	2,000
Counselor (CIC)
Percentage of clients achieving clinically
significant improvement based on	80	82	71	85
evidenced-based assessment tools

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 98

Department: Human Services

Division: Community Partnerships

Section: Administration - Community Partnerships

Goal Statement:

To work collaboratively with community partners including funders, non-profit and for profit providers, faith-based organizations, governmental entities, advocates and consumers in assuring that community-based human services are cost effective, coordinated and performance-based in meeting the needs of the residents of Broward County.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Average number of contracts administered	10	10	9	13
and monitored per contract manager	10	10	9	13
and monitored per contract manager

Percentage of performance based					This measure is reported annually in the fourth
outcomes achieved in contracted	N/A	N/A	N/A	95	This measure is reported annually in the fourth
outcomes achieved in contracted	N/A	N/A	N/A	95	quarter.
programs
External customer satisfaction rating	N/A	N/A	N/A	4.40	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.40	quarter.

Funding leveraged by County funds ($	N/A	N/A	N/A	11.0	This measure is reported annually in the fourth
millions)	N/A	N/A	N/A	11.0	quarter.

Number of clients served through County	N/A	N/A	N/A	94,000	This measure is reported annually in the fourth
contracts	N/A	N/A	N/A	94,000	quarter.

Average number of calendar days to
process contracted services invoices and	14.6	11.6	11.8	12.0
send to Accounting

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 99

Department: Human Services

Division: Community Partnerships

Section: Children's Services

Goal Statement:

To improve the quality of life and empower Broward's families with children by effectively and efficiently developing and supporting systems of care in collaboration with other community stakeholders.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percentage improvement in social and	94	95	93	90
emotional functioning	94	95	93	90
emotional functioning

Percentage reduction/elimination of use of	88	89	86	85
drugs and alcohol	88	89	86	85
drugs and alcohol

External customer satisfaction rating	N/A	N/A	N/A	4.40	This measure is reported in the second and
External customer satisfaction rating	N/A	N/A	N/A	4.40	fourth quarter.

Percent of clients who remain in the
community post discharge and are not
hospitalized or placed in a residential	95	96	94	90
treatment or Department of Juvenile
Justice facility

Percentage of client’s families that	100	100	100	85
experience decreased family stress	100	100	100	85
experience decreased family stress

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 100

Department: Human Services

Division: Community Partnerships

Section: Health Care Services

Goal Statement:

To provide effective administration and management of contracted health care services in Broward County for indigent residents in need of health care, mental health, and HIV/AIDS services ensuring quality services, promoting integration and following best practices.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percent of eligible children receiving					The service provider has not submitted data for
Percent of eligible children receiving	N/A	100	N/A	97	this quarter. Data will be updated in fourth
appropriate immunizations	N/A	100	N/A	97	this quarter. Data will be updated in fourth
appropriate immunizations					quarter.
					quarter.
Percent of patients reporting satisfaction					Only one of the two service providers has
Percent of patients reporting satisfaction	89	96	86	95	submitted data for this quarter. Second provider
with primary care services	89	96	86	95	submitted data for this quarter. Second provider
with primary care services					data will be updated in fourth quarter.
					data will be updated in fourth quarter.

Percent of clinic patients seen and					Only one of the two service providers has
discharged within the time outlined in the	100	93	100	85	submitted data for this quarter. Second provider
contractual agreement					data will be updated in fourth quarter.
Number of medical encounters provided to					Only one of the two service providers has
Number of medical encounters provided to	27,675	49,024	54,089	199,850	submitted data for this quarter. Second provider
patients for primary care	27,675	49,024	54,089	199,850	submitted data for this quarter. Second provider
patients for primary care					data will be updated in fourth quarter.
					data will be updated in fourth quarter.

Percent of clients that effectively
stabilize/improve their condition (not re-	93	97	94	95
admitted within 90 days)

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 101

Department: Human Services

Division: Community Partnerships - Homeless Services Fund

Section: Homeless Services

Goal Statement:

To help build and maintain an optimal "continuum of care" of homeless services, promote solutions to homelessness, coordinate funding for key services, and assist homeless persons to move to self-sufficiency and permanent housing.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percentage of unsheltered homeless	48	37	48	31

Percentage of Homeless Assistance Center	N/A	90	N/A	95	Agency is unable to report due to data migration
Dorms utilized: for Families	N/A	90	N/A	95	issues during the third quarter.

Percentage of Homeless Assistance Center	N/A	99	N/A	95	Agency is unable to report due to data migration
Beds utilized: for Individuals	N/A	99	N/A	95	issues during the third quarter.

Percentage of clients that move from	N/A	33	N/A	25	Agency is unable to report due to data migration
emergency shelters to permanent housing	N/A	33	N/A	25	issues during the third quarter.

Percentage of Clients that move from	52	42	55	80
Transitional to Permanent Housing	52	42	55	80
Transitional to Permanent Housing

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 102

Department: Human Services

Division: Broward Addiction Recovery

Section: Admissions

Goal Statement:

To serve as the interface between Broward Addiction Recovery Center (BARC) and the residents of Broward County who present for an evaluation of their substance use treatment and referral needs, and to coordinate and reduce wait times for transitions between Levels of Care within the agency.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of assessments conducted at	1,041	540	2,866	3,000
Admissions	1,041	540	2,866	3,000
Admissions

Percent of consumers who are assessed at
Admissions and are referred to and enroll	71	85	78	60
in treatment services within the agency
Percent of consumers who are assessed at
Admissions who are involved in the	51	75	49	70
Criminal Justice System
Percent of Criminal Justice System
consumers who are assessed at Admissions	64	44	72	70
and are referred to and enroll in treatment	64	44	72	70
and are referred to and enroll in treatment
services within the agency

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 103

Department: Human Services

Division: Broward Addiction Recovery

Section: Broward Addiction Recovery Administration

Goal Statement:

To continuously improve the agency by using best practice quality assurance and performance improvement management strategies that result in cost effective treatment for Broward Addiction Recovery Center (BARC) clients, high satisfaction rates in clients, low client relapse rates, superior execution of contractual obligations, optimal relationships with community partners and stakeholders and the highest possible revenue collection rate for all services provided.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Total number of consumers screened	N/A	N/A	N/A	3,000	This measure is reported annually in the fourth
Total number of consumers screened	N/A	N/A	N/A	3,000	quarter.

Number of consumers who enrolled in
Residential or any Outpatient Treatment	N/A	N/A	N/A	1,500	This measure is reported annually in the fourth
program within the agency upon referral	N/A	N/A	N/A	1,500	quarter.
from Admissions or Detox

Percent of consumers who are referred by
Admissions or Detox and enroll in	N/A	N/A	N/A	75	This measure is reported annually in the fourth
Residential or any Outpatient Treatment	N/A	N/A	N/A	75	quarter.
program within the agency
Percent of successful completions from	N/A	N/A	N/A	65	This measure is reported annually in the fourth
any treatment Level of Care	N/A	N/A	N/A	65	quarter.

External customer satisfaction rating	N/A	N/A	N/A	4.50	This measure is reported annually in the fourth
External customer satisfaction rating	N/A	N/A	N/A	4.50	quarter.

Percent of all contract funding utilized	N/A	N/A	N/A	100	This measure is reported annually in the fourth
Percent of all contract funding utilized	N/A	N/A	N/A	100	quarter.

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 104

Department: Human Services

Division: Broward Addiction Recovery

Section: Detoxification Services

Goal Statement:

To serve as the interface between Broward Addiction Recovery Center (BARC) and the residents of Broward County who present for an evaluation of their detoxification needs, and to provide for those who need safe and medically managed detoxification services, while evaluating patients' treatment and referral needs for substance use treatment and/or community services.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of enrollments in the	682	476	2,200	2,210
Detoxification program	682	476	2,200	2,210
Detoxification program

Percent of Detoxification beds utilized	96	88	90	90

Percent of consumers who successfully	65	71	70	75
complete Detoxification	65	71	70	75
complete Detoxification

Percent of consumers who complete
Detoxification and who are referred and	74	62	74	75
enroll in treatment within the agency

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 105

Department: Human Services

Division: Broward Addiction Recovery

Section: Outpatient Services

Goal Statement:

To provide best practice substance use treatment to clients with addiction and co-occurring disorders whose recovery efforts allow for treatment in an uncontrolled environment to reduce or eliminate client relapse rates.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of enrollments in any level of	300	362	907	1,300
Outpatient Treatment Services	300	362	907	1,300
Outpatient Treatment Services

Percent of consumers who successfully
complete the Outpatient Level of Care	60	50	57	50
within Outpatient Treatment Services
Percent of consumers who successfully
complete the Intensive Outpatient Level of	38	43	46	50
Care within Outpatient Treatment Services

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 106

Department: Human Services

Division: Broward Addiction Recovery

Section: Residential Services

Goal Statement:

To provide best practice substance use treatment to clients with addiction and co-occurring disorders whose recovery efforts require treatment in a controlled environment to reduce or eliminate client relapse rates, and include the goal of minimizing teratogen exposure to pregnant women's unborn children until birth.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Number of enrollments in Residential	193	191	626	600
Treatment Services	193	191	626	600
Treatment Services

Percent of Residential beds utilized	97	90	95	90

Percent of consumers who successfully	66	62	59	65
complete Residential Treatment	66	62	59	65
complete Residential Treatment

FY19 Quarter 3

Broward County, Florida

Performance Measurement Report - Page 107

Department: Human Services

Division: Elderly and Veterans Services

Section: Elderly and Veterans Administration

Goal Statement:

To continually expand and enhance the Elderly and Veterans Services Division's (EVSD) capacity to provide effectively managed and specialized social

services to Broward County seniors, their caregivers and families, as well as similar services for Veterans, their dependents and dependent survivors that result in the attainment and/or maintenance of self-sufficiency.

	FY19	Prior Year	FY19	FY19
Performance Measure	Quarter 3	Quarter 3	Year to Date	Projection	Report Note
Percentage of case manager time	85	85	79	70
engaged in direct service provision	85	85	79	70
engaged in direct service provision

Percent of grant performance based	95.0	91.0	99.0	80.0
outcomes achieved	95.0	91.0	99.0	80.0
outcomes achieved