San Diego

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What We Do

A city is measured by how it delivers services. The City of San Diego is no different; we owe our communities the best and we work to deliver world-class service. Leading this effort is the City’s award-winning Performance & Analytics Department (PandA). Equipped with experience, talent, and a track record of success, PandA is the City’s internal consulting team with an acute Mission and Vision in mind: to challenge the status quo and to exceed expectations. We accomplish this by partnering with other City departments as follows:

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Simplify the customer experience

We strive to make it easy to communicate with and receive services from the City. With a focus on the end user, we apply innovative technology to create tools, such as Get It Done, StreetsSD, and OpenGov, and seamless communications to directly connect our communities with the services we provide. PandA oversees the City’s biennial Resident Satisfaction Surveys (RSS) and other customer feedback loops to gauge satisfaction in everything we do. Results help City leaders make informed, data-driven decisions to better serve residents and provide responsive customer service.

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Champion data-informed decision making

In order to achieve maximum levels of service, we believe in applying data to make informed decisions. Through data science and analytics, we learn how to create efficiencies and transition from reactive to predictive solutions. The DataSD tool, provides over 75 City datasets available for download, and the City’s open data policy highlights our commitment to open, accessible, efficient, and transparent government. By working in partnership with all our communities, we serve to create and sustain a resilient, efficient and economically prosperous City.

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Promote a culture of continuous improvement and accountability

We seek to be on the cutting edge of service delivery. In order to do so, we apply process mapping, performance, and change management techniques to optimize the delivery of services. We continuously work to improve quality of service and identify opportunities for efficiencies such as eliminating useless steps, reducing costs or adopting new technology. Establishing performance measures through our strategic planning efforts and providing PerformSD, a performance dashboard tool, empowers employees as problem solvers and builds accountability.