City of Austin Performance Report 2015-16

Percent of Customers Satisfied with the Quality of AFD Services 

Measure Description
Customer satisfaction with service quality is measured using data from the City’s annual community survey, which utilizes a stratified random sample of households in the City. This measure reflects the level of service provided by the Department to the citizens of Austin.
Calculation Method
The measure is limited to survey respondents who reported having contact with the Austin Fire Department (AFD) in the past year. It is calculated as the sum of “very satisfied” and “satisfied” responses divided by the total number of responses.  The measure excludes respondents who answered “don’t know” or skipped the question.
FY 2015-16 Results
Citizens were 89% satisfied with the quality of services provided by AFD.

Assessment of Results
AFD remains committed to maintaining a high level of service delivery and professionalism when protecting and serving our community. Customer satisfaction is a key performance indicator of how AFD is performing.  AFD consistently meets or exceeds the goal of 90% satisfaction with the quality of service provided to the residents. Although the 89% result represents a 1% decline from the previous year, the fluctuations for all of the years remain within the survey's margin of error.
Next Steps
AFD will continue to conduct a structured community risk assessment to identify geographically where specific risks are concentrating in order to enhance the department’s ability to target its resources more effectively. 
To remain connected with the community, AFD began the Fire Community Risk Advisory Board (F-CAB) in FY 2014-15.  The advisory board is made up of individuals from the community representing each of the ten (10) City Council Districts.  The goal of this advisory board is to give the public the opportunity to provide Chief Kerr with direct feedback on how AFD can better serve the community. This board will continue to meet quarterly in FY 2016-17.
AFD continues to work on the quality of services through its continuing education programs to ensure firefighters effectively respond to the needs of the public. In FY 2015-16, AFD employees completed 59,495 hours of continuing education, including technical training on topics like proper use of medical devices and how to assess and handle head trauma or pediatric respiratory cases, as well as more socially-oriented training on delivering bad news and identifying elder and child abuse. Additionally, AFD anticipates graduating two fire cadet classes in FY 2016-17, which will increase our workforce and improve AFD’s ability to provide timely and effective service to residents. 
Contact Information
For more information contact Brian Tanzola, Assistant Chief, (512) 974-0148.