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BACKGROUND The City of Pleasanton provides a multitude of services to the public, examples of which include police and fire response, water and sewer, library services and recreational opportunities. In 1995, 2001, 2007 and now 2013 the City hired a consultant to survey the community on the satisfaction with these services and facilities, to determine what facilities and services were lacking in the community and what facilities and services were of a high priority to the community in the future. This information was helpful to the City Council and staff in formulating the annual operating budget, the capital improvement program, and other long range planning efforts. The City hired Fairbank, Maslin, Maulin, Metz & Associates (FM3) on September 3, 2013 to repeat and expand the prior community satisfaction surveys. The surveys were conducted November 1-7, 2013. Completed surveys from 699 citizens were utilized, producing survey results with +1- 5% accuracy. Survey results are attached. In response to a Council priority, city staff also developed proposed performance metrics to monitor currently and over time the objective performance of City services as a whole. These metrics, in combination with the survey results, provide an objective overview of the City's effectiveness at delivering services in key service areas. DISCUSSION I. SURVEY RESULTS: The City Manager and executive team worked with staff from FM3 to develop the expanded survey questions. These questions were drafted to determine public opinion regarding city services and previous questions from the baseline surveys were retained to determine how these results compare with those from the 1995, 2001 and 2007 community satisfaction surveys. Survey results are attached to this report (see Exhibit A). The new survey also included research into where citizens obtain their information about the city as well as questioning the importance and performance of various city services. This expanded data can be included in future surveys to best evaluate the impacts of changes over time. Survey results will be presented in detail to the City Council on February 4th. The information will then be used by staff to modify goals or service delivery procedures, as necessary. II. PERFORMANCE METRICS: Performance metrics are an important step in organizational management and ongoing community planning processes. The City of Pleasanton has used metrics for several Page 2 of 8