In November 2020, the Probation Department administered its first client experience survey at the James Ranch. The survey covered the following operational areas:
•Orientation and admission
•James Ranch policies and procedures
•Facility cleanliness
•Youths’ perceived safety and comfort
Each survey is administered semi-annually on a rotating basis to all youth at the James Ranch. The 2020 survey results served as the baseline data. These surveys are quite comprehensive and as a result, only a handful of key indicators are reported below. However, all indicators are used by the Department for quality improvement internally.

The County Clerk-Recorder records average customer wait-time for the official records, vital records, fictitious business name, marriages, passports, and other services the Clerk- Recorder provides to County residents.

The Medical Examiner-Coroner (ME-C) continues to measure the percentage of autopsy cases closed within 60 days as part of the accreditation process by the National Association of Medical Examiners (NAME) standards for autopsy reports.

The County Registrar of Voters measures the use of expanded accessible voting technology, including accessible touch screen ballot marking devices and remote accessible vote-by-mail ballots. These accessible systems are for voters who are unable to easily mark their paper ballot.

The Office of the Assessor is responsible for completing an annual assessment roll that includes all assessable property in a timely, accurate, and efficient manner. This legally mandated assessment roll, the basis by which property taxes are levied, represents the entire assessment workload during a tax year and includes changes of ownership, deed processing, new construction, new parcels, possessory interests, audits, business property statements, and reviews under Proposition 8, which allows a temporary reduction in assessed value when real property value drops.
Reporting Period: Fiscal Year 2015-2023

This measure displays current ambulance patient offload time in all County hospitals. The Department will reduce current ambulance patient offload time in all hospitals to 20 minutes or less (measured at the 90th percentile) by June 2023. This will improve the customer experience, the efficient allocation of resources, and timely access to EMS services. On a monthly basis, the Department will determine the 90th percentile for all ambulance offload times in the County by measuring time from the ambulance arrival at the hospital until the hospital assumes care.

In a service organization, the Ticket Volume KPI measures inbound requests to the Service Desk and other Technology Services and Solutions support teams in a given period. It can also be used to measure unplanned activities (e.g., service interruptions or security incidents) that may require attention. This data allows TSS to focus on operational improvement efforts, determine staffing levels, and improve the overall user experience.

This measure is part of Measures of Success Program (MOS). MOS is a client-centered approach to demonstrate the County's progress in meeting client needs. Selected measures are representative of County department’s core business and operations. The Facilities and Fleet Department, Building Operations Division, is responsible for maintenance management of County facilities. By performing on-time and effective preventive maintenance, facilities are safe and reliable to serve the public and County staff. Unplanned repair maintenance occurs for a variety of reasons, including system failures, end of useful life for equipment, and wear and tear. The Department records the ratio of preventative maintenance to unplanned repair maintenance. The industry standard for the ratio of preventive maintenance to unplanned repair maintenance is 6 to 1 (6:1). This benchmark demonstrates when the preventive maintenance schedule is met, unplanned repairs are less frequent.

Reporting Period: Fiscal Year 2016 - 2023

The Senior Nutrition Program's goal is to improve the health of older adults through access to nutritious food, socialization, education, and enhanced access to community resources. Since the start of the pandemic, many of the traditional services of the program have been halted - namely, socialization and educational classes. This dataset contains the number of educational classes and trainings conducted each fiscal year. Satisfaction/enhanced knowledge is measured via a post e-survey.

This measure displays average time interval from when a 911 ambulance crew arrived at the patient’s side and the time the chart was first posted to the database, to the average scene time of patients suffering from time sensitive injuries. The Emergency Medical Services Department tracks and reviews EPCRs submission times. The scene time will be defined as the period that starts when the ambulance crew arrives at the patient’s side and ends when the ambulance begins transporting to the destination hospital. This comparison will demonstrate an overall depiction of how well the system performs at delivering the most charts of the most critical patient types.