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Home My WebLink AboutSBStat 2023 - Venues Parks and ArtsSBStat |Venues, Parks & Arts 2023 | O c t o b e r 1 7 , 2 0 2 3 C i t y o f S o u t h B e n d Citywide Performance Management Empower departments Design services Focus on data 1 4 2 3 Improve residents’ lives Participants Purpose in the Stat meeting Project Leads , analysts, and other key staff •Lead discussion on assigned projects •Contribute with ideas, knowledge on data sources, and suggestions for improving performance Mayor & Department Heads •Share ideas, ask questions, and contribute to discussion on strategy and performance targets, •Assign next steps to relevant members of their department/teams Stat meeting structure & cadence •The Mayor’s Office sets the agenda for the meeting •The Business Analytics team schedules the meeting each quarter and invites attendees •The Business Analytics team documents all action items discussed during the meeting and assigns each item to the appropriate City team The purpose of SB Stat is to bring the most powerful people in the City – the Mayor, Department Heads, and key staff – into a room to use data and take action on some of the City’s most pressing challenges SBStat 2023 Today’s Agenda I. POETs Program Redesign Update & Baseline Data II. Season Pass Tool + Data Analysis III. Changes to SB Stat 2024 III. Celebrating our values SBStat 2023 Designing for Results – Safety and engagement at our parks Project Background & Implementation Updates Data Review & Analysis Next Steps and Proposed Process Improvements I. Project Background Problem Statement Last year Venues Parks & Arts created the POET program in response to fights and disturbances at some of the City’s parks. This is a problem for residents because they may feel less safe playing at Parks. This is also a challenge for City staff to make the park experience feel safe and welcoming for residents and visitors. How might we… •…make residents feel more safe and more welcome at City parks? •…spark creativity and innovation from contractor support? Outcome Metric(s) •Number of calls for service to SBPD for issues at City parks •Park goers feeling of safety and welcome at City parks •Residents and businesses feeling of safety that reside within a 2-minute walk of a City park SBStat 2023 Personas Who does the problem affect the most? •Regular Park Visitors •Residents & Businesses adjacent to the park Needs •A space for recreation & relaxation •A space free of potential threats or disturbances •A space where staff is present to intervene if issues do arise •A space that feels like a net positive for the community it’s located within Challenges •Individuals that use the park for activities that are not appropriate for the space •Breaking rental rules •Nighttime gatherings/disruptions SBStat 2023 Survey Distribution SBStat 2023 Project Timeline Tasks Start-End May Jun Jul Aug Sept Oct Nov Dec Jan Kick-Off Discussion May 30 Completed Survey Development June - July Completed In Park Survey Signs Placed July 24 Completed Stakeholder Postcards Mailed August 25 Completed Develop RFP September 26 Completed Stakeholder Canvassing October TBD Not Started RFP goes live October TBD In progress RFP due & Applicant review Nov TBD Not Started Training & Onboarding begin Jan 2024 Not Started SBStat 2023 Proposed 2024 Metrics to evaluate performance Feelings of Safety & Welcomeness Conduct special event at Park site to attract visitors and increase feelings of safety, welcomeness All Parks Meet or exceed Summer 2023 baseline park survey satisfaction ratings.Example survey questions: •How safe do you feel at [Park Name] today? •How inviting does [Park Name] feel to you today? All Parks Greater than or equal to 50 responses to park satisfaction survey at individual park site (monthly)Destination Parks Increase foot traffic at Park site by 20% or more All Parks Meet or exceed Summer 2023 baseline park stakeholder survey ratings. Example survey questions: •How safe do you feel when visiting [Park Name] during daylight hours? •How safe do you feel when visiting [Park Name] during evening/night hours? •How would you rate the presence and visibility of park security staff? All Parks SBStat 2023 Proposed 2024 Metrics to evaluate performance Public Safety Reduction in calls for Police services at Park site compared to annual average from 2021 to 2023 (note: does not include POET or City staff-initiated calls for service) Destination Parks Reduction in incident reports filed at Park site compared to annual average from 2021 to 2023 Destination Parks Reduction in trespass notices filed at Park site compared to annual average from 2021 to 2023 Destination Parks Increase in percent of residents that indicate they feel safe in their neighborhood who live within two blocks of a Park site All Parks SBStat 2023 II. Baseline Data Review & Analysis Survey Overview In-Park Satisfaction Survey •How safe do you feel at [Park Name] today? •How inviting does [Park Name] feel to you today? •How would you rate the conditions of the restrooms at [Park Name] today? •What’s one word to describe your visit today? Park Stakeholder Survey •Park Visit Frequency •Feelings of safety (day/night) •Presence and visibility of park security staff •Feelings of welcomeness •General comments on issues and/or incidents they have witnessed SBStat 2023 Data Review | In-Park Satisfaction SurveySurvey response rate needs improvement Data Summary •Across the 8 parks, we received 94 responses. •84.1% of respondents felt Safe or Very Safe across the surveyed parks. •70.2% of respondents felt the parks were Inviting or Very Inviting. •66.6% of respondents that used the restrooms found them to be in Good or Very Good condition 54.3%29.8%6.4%9.6% 0%10%20%30%40%50%60%70%80%90%100% Overall Attitudes on Park Safety Very Safe Safe Unsafe Very Unsafe 50.0%20.2%17.0%12.8% 0%10%20%30%40%50%60%70%80%90%100% Overall Attitudes on Feeling Welcome at Parks Very Inviting Inviting Somewhat Inviting Not at all Inviting 19.4%16.4%46.3%10.4%7.5% 0%10%20%30%40%50%60%70%80%90%100% Overall Attitudes on Restroom Cleanliness Very Good Good Did not use Poor Very Poor SBStat 2023 Data Review In-Park Satisfaction Survey Park Survey Responses Howard Park 29 Kennedy Park 1 Lasalle Park 0 Leeper Park 24 Potawatomi Park 10 Pulaski Park 2 Rum Village Park 27 Southeast Park 1 Grand Total 94 Survey respondents were generally satisfied with their experiences at the analyzed parks, though increased sample sizes are needed for a more meaningful outlook on some parks. Additionally, respondents generally found it difficult to provide nuanced feedback pertaining to certain issues in just one word. SBStat 2023 Data Review In-Park Satisfaction Survey 55% 58% 50% 50% 52% 100% 21% 100% 33% 40% 33% 7% 10% 50% 7% 17% 8% 0% 7% 0% 0%10%20%30%40%50%60%70%80%90%100% Howard Park Kennedy Park Leeper Park Potawatomi Park Pulaski Park Rum Village Park Southeast Park Very Safe Safe Unsafe Very Unsafe Park Safety Notes: •Lasalle Park did not receive any feedback responses. Park Name Very Safe Safe Unsafe Very Unsafe Grand Total Southeast Park 1 1 Rum Village Park 14 9 2 2 27 Pulaski Park 1 1 2 Potawatomi Park 5 4 1 10 Leeper Park 14 8 2 24 Kennedy Park 1 1 Howard Park 16 6 2 5 29 SBStat 2023 Park Welcomeness 58.6% 62.5% 20.0% 50.0% 44.4% 7% 100% 29% 10% 26% 100% 6.9% 4.2% 60.0% 50.0% 22.2% 27.6% 4.2% 10.0% 7.4% 0%10%20%30%40%50%60%70%80%90%100% Howard Park Kennedy Park Leeper Park Potawatomi Park Pulaski Park Rum Village Park Southeast Park Very Inviting Inviting Somewhat Inviting Not at all Inviting Data Review In-Park Satisfaction Survey Notes: •Lasalle Park did not receive any feedback responses. Row Labels Very Inviting Inviting Somewhat Inviting Not at all Inviting Grand Total Southeast Park 1 ---1 Rum Village Park 12 7 6 2 27 Pulaski Park 1 -1 -2 Potawatomi Park 2 1 6 1 10 Leeper Park 15 7 1 1 24 Kennedy Park -1 --1 Howard Park 17 2 2 8 29 SBStat 2023 Restroom Cleanliness 28% 8% 10% 50% 100% 17% 100% 8% 30% 28% 71% 50% 50% 14% 8% 10% 14% 4% 0%10%20%30%40%50%60%70%80%90%100% Howard Park Kennedy Park Leeper Park Potawatomi Park Pulaski Park Southeast Park Very Good Good Did not use Poor Very Poor Data Review In-Park Satisfaction Survey Notes: •The survey for Rum Village Park did not include a question on restroom cleanliness. •Lasalle Park did not receive any feedback responses. Row Labels Very Good Good Did Not Use Poor Very Poor Grand Total Southeast Park 1 1 Pulaski Park 1 1 2 Potawatomi Park 1 3 5 1 10 Leeper Park 2 2 17 2 1 24 Kennedy Park 1 1 Howard Park 8 5 8 4 4 29 SBStat 2023 Leeper Park A-Frame Can you spot the survey sign? Proposed Process Improvements In-Park Satisfaction Survey •Survey soliciting is done on A-Frame style signs at parks •These A-Frames are only signed on one side, typically facing the entrance (if applicable) rather than the exit •At several parks, these A-Frames are in less-than-ideal locations, or possibly obscured •Some parks’ footprints are large enough where more A-Frames may be necessary to adequately advertise the survey within the park •Restroom Cleanliness is surveyed but no signs are in the restrooms •Would letter paper sized notices in bathrooms improve response rate? SBStat 2023 2023 Baseline Data – Stakeholder Survey Results Data Summary •Respondents feel more unsafe in parks in the evening/night hours •Daytime: 88% “Very Safe” or “Safe” •Evening/Night: 58% “Very Safe” or “Safe” •92% of respondents express feeling “Welcome” or “Very Welcome” •Negative (or lower ratings) sentiments focus more on safety and presence of park staff 27% 65% 4%4% Very Welcome Welcome Unwelcome Very Unwelcome Overall Feelings of Welcomeness These results are based on a limited number of responses (27 total) SBStat 2023 Park Visit Frequency •Most respondents so far are frequent visitors to the park they were surveyed on •Frequent meant they visit the park a few times a month or more Frequent Visitors 70% Infrequent Visitors 26% Never Visited 4% SBStat 2023 Feelings of Safety by Time of Day 18% 13% 33% 45% 63% 33% 67% 36% 25% 100% 67% Feelings of Safety: Evening/Night Very Safe Safe Unsafe Very Unsafe 36% 75% 33% 100% 64% 25% 67% 67% 33% Southeast Pulaski Potawatomi Leeper Kennedy Feelings of Safety: Daytime Very Safe Safe Unsafe Takeaways: •No “Very Unsafe” feelings at any parks during the day •Kennedy and Southeast Park are the only parks where individuals have indicated feeling Unsafe during the day •More selections of the “Unsafe” and “Very Unsafe” options for Evening/Night SBStat 2023 Staff & Security Presence Across parks with stakeholder feedback, respondents overall felt that staffing and security presence fell below an Adequate level Kennedy Leeper Potawatomi Pulaski Southeast Very Inadequate Inadequate Adequate Very Adequate SBStat 2023 Park Breakdown Example: Kennedy Overall Safety Rating: 2.17 •Day: 2.7 •Evening/Night: 1.7 •100% of respondents indicated they had experienced a safety concern or incident •Highlighted concerns: •Nighttime disturbances & Late night gatherings (ex: cars doing burnouts) •Drug use/dealing •Shots fired SBStat 2023 Proposed Action Plan The challenge Visitor engagement with satisfaction survey is low Action items •Explore incentives to increase engagement •Place survey notices in park restrooms •Adjust A-Frame placement: •High traffic areas, Face towards exits •Consider weekly process to adjust signs The challenge Engagement with stakeholder survey is low Action items •Neighborhood canvassing still to be done •Consider expanding reach by linking survey on park page on VPA website • “Stakeholders” could be narrowed down by selected visit frequency SBStat 2023 II. Season Pass Tracking + Data Analysis A process improvement to collect better data on season pass (membership) usage. •Problem background •Updated process •How does this connect to broader VPA software discussions/needs? •Next Steps Project Background Problem Statement The VPA Recreation team lacks data on ice-skating season pass usage, making it difficult to evaluate the customer experience and determine if passes are priced appropriately. Data is unavailable due to limitations in the existing recreational experiences/booking software. How might we… •Gather all needed passholder information in a single transaction? •Track season pass usage/behavior better? •Evaluate the need for adjustments to season pass pricing/offerings? Outcome Metric(s) •A consolidated purchasing form •Pass usage data SBStat 2023 Updated Season Pass Process Key updates from previous process: •Single form to complete for purchaser •More detailed passholder information is collected on each customer •Opportunity to evaluate pass usage (in progress) and properly price or change pricing in the future Pass purchase, Passholder info & Waiver completed in one form Passholder data stored in more accessible format Pass sent or picked up by passholder Pass is scannable so that usage can be tracked SBStat 2023 Bigger picture: Evaluating process improvements & Software needs •Season Pass Project + Monthly meeting discussions have indicated a potential need to explore software replacement options that could provide a more robust feature set than current solutions. •Future consideration (into 2024): o Exploring cross-functional software(s) that can sustainably support VPA activities o Place to start: More robust Recreation Experiences Software •Example: •Recreation team pursuing better membership (season pass) tracking •The Dream Center potentially has membership management needs SBStat 2023 Proposed Action Plan Short-term action items •Continue working on in-house pass solution for this skating season •Conduct retrospective on new solution (Successes, Improvements, Future Sustainability) Medium-term action items •Review existing software subscriptions & contracts •What do we already have? Where is there room for consolidation? •Identify where existing processes aren’t working •Is the solution an internal process improvement? Or is there a software need? •Conduct business requirement gathering session across VPA teams •Conduct market landscape analysis for available software that meets business requirements SBStat 2023 III. Changes to SBStat in 2024 Starting in 2024, we'll be taking a less meeting-centric approach to performance management. We're going from this... •Regular, quarterly meetings with a big group •Focus on cross-departmental performance management projects directed by the Mayor's Office •Work delivered and championed by I&T •Overall,very strategically focused performance management program ...to this •Automated email-based dashboards,reports (with an option to meet if needed) •Mix of Mayoral projects and Department-specific projects •Work delivered by I&T and championed by the Department •Overall, more operationally focused performance management program SBStat 2023 Why the Change? •Efficiency. Less meetings! Less Decks! Less scheduling, more services! •Better fit for our data culture. Unlike other cities, our data culture is more democratized across departments and at every level of government and we want the program to mirror and respect that. These conversations don't just happen on the 14th floor of CCB. We'll do more of this >>> The UAP Dashboard is a monthly email that goes to a cross-section of Public Works, A&F, Mayor's Office and I&T to monitor the health of UAP and utility delinquencies. When delinquencies go too high or the UAP program gets close to red, we trigger a meeting. SBStat 2023 Next Steps Department and Division Heads should think about your Department-specific goals for next year. •What data and teams do you want to focus on? •What change do you or one of you Directors/managers want to champion? We can give you the templates/maps/reporting you need to drive that change. SBStat 2023 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed SBStat 2023 VPA Events x Build the Budget •Of the 8 in-person events that the Build the Budget table went to, 5 were VPA hosted/co-hosted •VPA-related events accounted for 75% of our in-person envelope wall participants •323/433 SBStat |Venues, Parks & Arts 2023 | O c t o b e r 1 7 , 2 0 2 3 C i t y o f S o u t h B e n d SBStat 2023 Appendix section