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The audit recommended adding eight police officers and a cut in library hours

COURTESY CITY OF TIGARD - A performance audit conducted by the city showed that city provides high level of services with a lean staff.A Tigard city performance audit reveals that the city is providing high levels of customer service to the public despite working with a lean staff. Those were the conclusion of an extensive performance audit presented to the Tigard City Council Tuesday, Oct. 1, by Matrix Consulting.

However, the firm has suggested city management hire an analyst to oversee the city's performance management program, the addition of eight police officers, eventually adding another school resource officer and cutting some library hours.

"Overall, the City of Tigard is providing high levels of customer service to the public and generally providing services at a level higher than might be expected with current resource allocations," the report's executive summary stated.

The performance audit was undertaken in part from feedback from some community members who felt that "the public does not know or does not trust that the city is spending and operating city services effectively and efficiently" as well as support from the majority of the City Council, according to a summary by City Manager Marty Wine.

Wine said the audit wasn't conducted to look at monetary issues.

Alan Pennington of Matrix Consulting said the audit included an employee survey as well as conducting interviews with those employees, who he said were cooperative. He said that the city was very focused on customer service and provides a high level of service despite having a lean staff.

"There's not a lot of fat in the organization," said Pennington. "We didn't recommend a lot of additional positions."

Here are some of the highlights of the 69 recommendations made by the consulting firm:

  • Add a senior management analyst to the city manager's office to oversee implementing the performance management program. Wine said that position, which is already budgeted but had been left over the last year, was recently filled.
  • Having central services create a proactive building maintenance plan.
  • Conduct reports on workload levels and levels of service performance in the community development department, which includes the planning department.
  • For the finance and information systems departments it was suggested that an information technology committee be created that would meet quarterly. The report also said it needs to reduce it "phishing" campaign, where employees might click on outside emails without knowing their origin from a current rate of about 50% to no more than 5%.
  • A reduction of hours at the library that includes closing earlier some or all evenings. The suggestion was to close at 8 p.m. instead of 9 p.m. on weekdays. "The team looking at the library did not recommend a staff reduction," said Pennington.
  • The police department should add eight additional officers in order to have a response time of five minutes when responding to its most important calls for service.
  • (As part of a separate issue, the city is currently looking at the possibility of adding as many as 10 additional officers as part of a possible local option levy that would be sent to voters next year.)

    The audit also suggested adding a second community services officer, eliminating two detective positions and adding another school services officer in the next one to three years.

    Wine said she would return to the council with an implementation plan.


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