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Performance: Customer-Focused

Meeting Our Mission | Customer-Focused | Financially Strong | Infrastructure Development & Preservation  | Organizational Excellence | Staff Excellence

Strategic Initiative: Customer-Focused

As stewards of public resources, it is important that the Park District remains focused on the current and future needs of all Oak Park residents. The following charts measure the Park District's efforts in reaching members of the community of all ages and backgrounds, as well as customers' satisfaction with the service provided by the Park District.


Current Year Performance Overall




 

Oak Park Household Participation

The Park District defines the measurement as the percent of unique resident household accounts that have
completed a transaction of any kind, processed through the Park District’s recreation software system, in the
current year divided by the total number of households in Oak Park as indicated by the most recent Census data.

Note: Household Participation includes the total number of unique Oak Park resident household accounts that have completed a transaction of any kind processed through the Park District's recreation software system in the current year. This does not include undocumented activity (visiting a park or attending an event that does not require registration such as an outdoor concert. 

The percent of Oak Park households that completed a transaction with the Park District in prior years included:

2017 2018 2019
32% 31% 32%

2019 Update
Who are the stakeholders impacted?
Staff and residents

What does the data say?
Household participation is up 1% from 2018

What is causing the data trend?
Repeat customers are outpacing new household creation. We are trying to attract new households by holding Meet and Greets, hosting new resident meetings, and creating a new resident folder packet.

What outcome are we trying to achieve?
Increase customer loyalty to be community and customer focused
 

 


Oak Park Age Group Participation

The Park District defines the measurement as the number of unique resident customers that have been registered for any program or league, or who have purchased a pass to any of the Park District’s facilities or programs processed through the Park District’s recreation software system in the current year divided by the number of residents in Oak Park in that age group as indicated by the most recent Census data.

 

 

2019 Update
Who are the stakeholders impacted?
Residents and staff

What does the data say?
Youth, Infant-Pre-K are slightly down; Teens and Adults are equal to last year; and Seniors are slightly up

What is causing the data trend?
One challenge facing the Park District may be smaller and older families moving to Oak Park. Demographic changes in Oak Park could be impacting our numbers. The percent of infants in Oak Park has declined from 6.5% in the 2010 Census to an estimate of 5.7% in 2019. In turn the senior population in Oak Park has
increased from 10.6% in the 2010 Census to approximately 14.5% in 2019 (American Community Survey 5 Year Estimates). The new Census will provide updated demographic data in 2020.

How have we addressed this?
Black Friday Sale, new resident engagement strategies, Parks and Conversations parks surveys

What outcome are we trying to achieve?
Anticipate future needs to be community and customer focused


Program & Pass Scholarships

The Park District defines the measurement as the number of unique resident household accounts that have been approved and have used scholarship funds to register for a program or pass in the current year. This represents households which can include multiple family members.

Note: Oak Park Pass & Scholarship includes the number of Oak Park households that have used scholarship funds made available by the Park District as well as the total amount awarded in each year.





















2019 Update
Who are the stakeholders impacted?
Oak Park residents, staff, community groups

What does the data say?
Scholarships are up 7.8%

What is causing the data trend?
We have increased outreach to seniors by expanding Dole programs and provided online applications to increase access

What outcome are we trying to achieve?
Anticipate future needs to be community and customer focused

 

 

 

 

 


Service Satisfaction

The Park District defines the measurement as the average score, on a scale of 0-10, from the current year, from the Park District’s Service Satisfaction Survey
indicating customer satisfaction with the service provided by the Park District in the areas of Facilities & Tangibles, Reliability, Responsiveness, Customer
Confidence, and Customer Care.











2019 Update
 

Who are the stakeholders impacted?
Customers and staff

What does the data say?
The average score increased by 2% from 2018

What is causing the data trend?
Concerns about difficulty and accuracy of website/technology suggest a need for a user-friendly registration software/website. We have a new registration software for 2020.

What outcome are we trying to achieve?
Creating memorable experiences to be community and customer focused


 

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