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Amarillo council asks staff to define customer‑service metrics and citizen dashboard
Summary
Councilors spent significant time debating how to measure city customer service and directed staff to return with simpler satisfaction metrics and internal KPIs, potentially including a citizen-facing dashboard.
Councilors spent the first third of the workshop focused on how to turn "customer service" from a vague aspiration into a measurable city priority.
A council member (S3) suggested adopting a satisfaction metric similar to a net promoter score: "a net promoter score, which is how how likely are you to recommend doing business with this business to someone else?" The council discussed tradeoffs between an externally‑facing simplicity and internal departmental KPIs, and members warned against overcomplexity that would not produce actionable results.
Kevin Johnson (S2) urged the council to give direction and let the executive team and department directors research methods and return with options; he and several council members agreed a citizen‑facing dashboard would let residents see department performance and provide accountability. The council directed the city manager and departments to present specific measurement options and proposed standards in coming months.
