KPI - Admin Services Scorecard

Open Record Requests Description: This KPI tracks the average number of business days it takes to fulfill public information requests. State law requires responses within 10 business days, and our internal goal is to complete requests within 6 business days. Why It Matters: This measure reflects our responsiveness and transparency in providing public information. Completing requests quickly ensures residents can access the information they need in a timely manner while maintaining compliance with legal requirements. It also helps build public trust and demonstrates operational efficiency. Branch Bulletin Open Rate Description: This KPI tracks the percentage of recipients who opened the Branch Bulletin e-newsletter. We compare the past 12 months to the prior 12 months to see if engagement is improving year over year. The target is a 23% open rate, based on the industry benchmark for government newsletters. Why It Matters: Open rate reflects how effectively the newsletter reaches and interests residents. Higher open rates signal relevant content, clear subject lines, and strong resident engagement—helping the City deliver timely information more effectively.