Office of Performance and Accountability
The Office of Performance and Accountability (OPA) is a team of innovative, strategic thinkers who work on progressive, forward-thinking initiatives that benefit the entire organization, and ultimately our residents.
OPA reinforces the City Council commitment of the “Sugar Land Way” through innovative approaches and out of the box thinking that sets Sugar Land apart as a unique and exceptional place to live, work, and have fun.
With a unique focus on data and process analysis, continuous improvement, efficiency, and accountability, the OPA is responsible for the city's performance and goal measures initiatives, business plans, service delivery plans, and organizational (departmental) assessments.
Goals and Focus
With the overall mission to provide efficient and better services to our residents, the “Sugar Land Way”, the OPA strives to:
- Promote accountability
- Increase transparency
- Research, plan and implement customer service enhancements
- Review best practices and conduct benchmark analysis
- Encourage continuous improvement
- Measure, track, analyze, and report on performance measures
- Foster innovation
- Ensure resources align with the city’s mission and values with the goal of maximizing every dollar that supports city services.
Winner of ICMA Certificate of Distinction in Performance Management
The International City/County Management Association (ICMA) recognized Sugar Land for its data-driven management and reporting efforts with a Certificate of Distinction.
The city of Sugar Land conducts organizational assessments to improve the delivery of city services by enhancing efficiency, accountability and transparency. The program aligns with the city's mission, which is to “enhance the quality of life in the community by a commitment to excellence in the delivery of public service.”
Starting as a project in 2016, assessments are now an established program within the city’s Office of Performance and Accountability (OPA). Most assessments are conducted by OPA staff, however, some departments require subject matter expertise that involves a consultant, such as public safety departments (Fire-EMS, Police and Public Safety Dispatch).
Goal Measures Dashboard
The city's goal measures dashboard serves as an account of the city's performance on 30 key operations. These operations are organized into priorities, also known as City Council's Mid-Term priorities. Through the establishment of mid-term priorities, City Council provides direction for city management in order to meet the city's vision.
In addition, the goal measures dashboard aims to:
- educate residents on the city's performance
- identify areas of operational improvement
- assist city management and elected officials in making data-driven decisions on key priority areas
- enhance government accountability and transparency