Miami-Dade County Parks, Recreation and Open Spaces Our Residents, Our Business Miami-Dade County Parks, Recreation and Open Spaces We create outstanding recreational, natural and cultural experiences to enrich you and to enhance our community for this and future generations. Miami-Dade County Parks, Recreation and Open Spaces VISION Connecting People and Parks for Life CORE VALUES Outstanding Customer Service Enthusiastic Attitude and Teamwork Accountability and Integrity Creativity and Innovation Stewardship Inclusiveness and Accessibility Leadership and Professional Development About Miami-Dade County Parks, Recreation and Open Spaces Nationally accredited, a three-time winner of the NRPA National Gold Medal Award and winner of the 2009 Florida Governor's Sterling Award for excellence in management and operations Serves 2.5 million residents and 10 million visitors annually Serves 10,000 children in out-of-school and summer programs and 25,000 children in organized youth leagues annually 263 parks & 12,848 acres of land including: After school, sports, summer camp programs Educational nature centers and nature preserves Beaches, marinas, pools, golf courses, gun range Zoo Miami Deering Estate at Cutler Arts and culture programs and events And much more Table of Organization Total Employees FT - 433 FTE – 369.2 PROS Director Jack Kardys Executive Secretary SPA 1 PSO 3 Park Operations George Parrado Recreation & Program Svcs. Renae Nottage Total # Parks - 204 Park Operations Mgt. Assistant Director Kevin Kirwin Right-of-Way Aesthetic & Assets Management David Cardenas Coastal Park & Marinas Enterprise Tom Morgan Grounds Maint. & STD Gil Delgado Park Security George Poulus Beach Operations & Maintenance John Ripple Park Operations Park Operations Region Manager George Parrado Administrative Secretary PSO 3 Account Clerk North Zone • • • • • • • • • 27th Avenue Boxing Center Ives Estates Park Norman & Jean Reach Park Jefferson Reaves Sr. Park Little River Park North Glade Park Oak Grove Park Marva Y. Bannerman Park West Little River Park Central Zone VACANT Amelia Zone Frankie Yanes • Amelia Earhart Park • Amelia Earhart Farm Village • Amelia Earhart Sports Complex • Amelia Earhart Maintenance • • • • • Kendall Indian Hammocks Bird Lakes Park Ron Ehmann Park Kendall Soccer Park The Women’s Park Tamiami Zone Lars Bergquist • • • • • Tamiami Park and Tennis Rockway Park Ruben Dario McMillan Park Tamiami Park Service Area Total Employees FT - 84 FTE – 113.32 Tropical Zone Tim Byrnes • • Tropical Park Tropical Equestrian Center • A D Barnes Park South Zone Deallo Johnson • • • • • • • • • Homestead Air Reserve Park Hammocks Community Park Eureka Park Devon Aire Park Modello Park Sgt. Delancy Park Wild Lime Park Southridge Park Eureka Villas Park Park Operations Services Core ‘Essential’ Parks Maintenance/Safety/Preservatio n of Assets Grounds Maintenance/Preparing of Fields/Clean and Green Asset Inventory General Plans Important Value Added Landscape Maintenance/Tree Trimming Care Special Events Life Sports CBO space provided Skate Parks Sports Development Equestrian Center Disability Sports Kendall Soccer Park Athletic Facilities Security Tennis Facilities Park facilities and Open Spaces Play Areas Dog Parks Recreation/community Centers Concessions District/Region Park/Maintenance Facility Rentals Volunteer Programs Customer Satisfaction Essential to Business Planning SWOT Analysis - strengths, weaknesses, opportunities, and threats. Outcome Statements Measures and Targets SWOT Analysis - OPs Strengths (what's going well) Geographically located shelters for rentals ( Large open recreational spaces Opportunities New Programming/concession RFPs, ITBs and Permits New sports programming i.e. Lacrosse, Rugby, Adult sports Marketing i.e. Web site, Facebook, social media Specialized facilities ( venues, online schedules and results Revenue producing partners - RFPs, ITBs, Permits, i.e. Local, Regional and National sports tournaments Weaknesses (what's not going well) Threats (what's endangering us) Reduction in Staffing levels/grounds maintenance Regulatory agencies (life safety) Building sizes (one dimensional) Weather Aging Fleet Economy Limits on offering new sports or expanding current ones Competing facilities of other municipalities/agencies Aging facilities/accessibilities Competitor pricing EXTERNAL INTERNAL Geographically availability of large sport facilities ( Coordinated corporate rentals for all large facilities SWOT - PROS Responsiveness (high visibility and the first contact) Support special events Professionalism (certification & state license) Laptop computers ( 5 supervisors) Marina / boat ramp operations Educating the public Customer focus (Park Watch program) AVL vehicle tracking system Work cooperatively park operations Communication, 800 mg radios Weaknesses (what's not going well) Opportunities Grants [FDLE, DHS, DOJ, etc.] MDPD relationship Partnership with State Farm Threats (what's endangering us) Patrol vehicle condition 1 Incorporation Bumping of Secretary (specialized duties) 2 Public unawareness of criminal activity No capacity to staff overnight response 3 Privatizing Internal partnership with Miami-Dade Police Linking incident documentation Cross training Guards Laptop for Officer, cut back on paper Go Green EXTERNAL INTERNAL Strengths (what's going well) Outcome Statements For whom is the service provided? For what purpose? For what benefit? For what cost? For what outcome? Outcome Statements examples Disability Services: To provide architectural and program access to the Miami-Dade County Parks, Recreation and Open Spaces Department to individuals with disabilities through compliance with current legal requirements and collaboration with individuals with disabilities, their families, their communities, and the organizations that represent them. Special Tax: To provide exceptional landscape and tree care services to better serve our residents by improving property values and aesthetics throughout Miami-Dade while being financially sustainable. Performance Accountability Who are our customers? How can we measure if our customers are better off? How can we measure if we are delivering services well? How are we doing on the most important of these measures? Who are the partners that have a role to play in doing better? What works to do better, including no-cost and lowcost ideas? What do we propose to do? Balanced Scorecard Structure Groupings representing highest-level areas of focus, Customer, Financial, Internal, Learning & Growth OBJECTIVES Verb-Noun Statements, e.g., Improve Customer Satisfaction Aligned with Strategic Plan Should indicate if you are on track to achieve objective e.g. % of cost recovery Numerical Goal: percentage, average or quantity INITIATIVES Time based projects for: -creating new measures -improving poorly performing measures Balanced Scorecard Measures – Maintain & Grow Customers Measures – Remain Committed Stewards Measure – # of Parks Programming Registrants Measure - Cleanliness Score: Beach Measure –Customer Satisfaction Summer Camp Score:Hub Sites Measure – Avg. Customer Satisfaction Score:Zoo Measure – Avg. Sparkle Tour Score Measure – Avg. Sparkle Tour Score Measure – Avg. Employee Satisfaction Score Measure – Avg. Employee Satisfaction Score:Marinas Measure - % of Safety Tree Trimming Requests Measure - % of Tree Removal Request Response Secret Shopping:Tropical Park Scoring Summary Tropical Park Environment Office Interaction Food and Beverage Overall Impression Overall Score Actual Possible Score 96% 9 10 90% 11 12 92% 25 25 100% 5 5 100% Secret Shopping Environment Was the parking area clean and free of debris? Yes/No Was the landscaping well maintained? Yes/No Were the grounds clean with no visible trash? Yes/No Were trash receptables usabe and not overflowing? Yes/No Was signage visible and easy to read? Were the fields, shelters and courts well maintained? Yes/No Yes/No Secret Shopping – Office Interaction Did the Employee: Smile and make eye contact? Yes/No Speak clearly and in a pleasant voice? Yes/No Make you feel welcome? Yes/No Appear knowledgeable when asked questions? Yes/No Process you in an efficient manner? Yes/No Thank you and any questions?