Service Delivery Plans

DEPARTMENT

Environmental and Neighborhood Services
- PROGRAM
  
  Administration
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within one business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Personnel Management
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Management of all personnel related functions such as non-required staff training, employee relations, new employee recruitment, timely processing of timesheets, and personnel actions. This includes emergency conditions situations that require employees to fulfill their individual responsibilities to maintain and restore essential City services.
  - ACTIVITY
    
    311 Contact Center Support
    - CORE LEVEL
      
      Quality of Life
      - COMMITMENT
        
        Provide ongoing updates and trainings, at a minimum once a week, to 311 management and ambassadors. Respond to calls on Environmental and Neighborhood Services (ENS) phone lines, and dispatch service requests to appropriate divisions and staff members. Maintain or exceed a 90% customer service survey rating of “satisfied” or better on the City's quarterly customer service survey.
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Maintain on call schedule weekly and assist with implementation of City-wide after-hours contract. Provide updates to the after-hour services call center when there are changes to scheduling, city personnel, or procedures.
  - ACTIVITY
    
    Budget Management
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Monitor expenditure activity to ensure year-end expenditures are within 3% of the planned budget and that all expenditures are made within the Interdepartmental Purchasing and Contracting Authority Policy (PU 101) and state law.
  - ACTIVITY
    
    Department/Office Administrative Functions
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Ensure the department is in compliance with existing City Council ordinances and City policies. Lead/support departmental or City-wide projects and processes.
  - ACTIVITY
    
    Training
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Ensure that employees receive appropriate training and certifications required to perform job functions. Establish annual performance goals and complete performance evaluations per the City's personnel policies.
  - ACTIVITY
    
    Emergency Operations
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Update applicable Annexes of the City’s Emergency Operations Plan on an annual basis to ensure accuracy in process and information.
  - ACTIVITY
    
    Accountability & Strategic Planning
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Completion of Performance Measures, Service Delivery Plans and Strategic Projects on time. Quarterly reporting submissions. Participation in organizational assessments when scheduled.
- PROGRAM
  
  Animal Services
  - ACTIVITY
    
    Emergency Vet Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Emergency veterinary services are provided via contract for animal emergencies after hours to prevent suffering.
  - ACTIVITY
    
    Intake Evaluation Process
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Animals will be given a physical exam and treatment if necessary upon intake to keep them comfortable during their stray hold time. All animals (excluding native wildlife) will be checked for identification and all lost reports will be checked for matches.
  - ACTIVITY
    
    Evaluations (Medical & Behavioral)
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Animals will go through a medical and behavior evaluation after their stray hold time is up.
  - ACTIVITY
    
    Medical Treatment
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Animals with medical issues will receive a medical treatment plan.
  - ACTIVITY
    
    Enrichment Scheduling
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Animals will be provided enrichment activities three times a week. These activities may include Kong toys, special treats, music, bubble machines, and more.
  - ACTIVITY
    
    Adoptable Animal Maintenance
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Basic daily care, ongoing basic medical care and basic behavior modification will be provided to animals to keep them happy and healthy. The City of Sugar Land does not euthanize for space or by breed resulting in some animals staying at the shelter for extended periods of time. Long-term shelter residents require additional attention to prevent behavioral issues stemming from environmental stress.
  - ACTIVITY
    
    Texas Department of State Health Services Zoonosis Control
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Receive the highest mark of satisfactory on our yearly Texas Department of State Health Services inspection annually; Veterinarian must be contracted to conduct inspection.
  - ACTIVITY
    
    Enforcement of Federal, State, and City Ordinances as They Apply to Animals
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Enforce city ordinances, State laws in accordance with the Texas State Health and Safety Code, and United States Federal Wildlife Services (USFWS) laws.
  - ACTIVITY
    
    Emergency Animal Shelter
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Provide emergency animal sheltering in compliance with federal law guidelines for mass care as laid out in the City's emergency operations plan, Annex C.
  - ACTIVITY
    
    Texas Parks and Wildlife EDU Permit
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Complete annual report and renewal every three years to maintain education permit for two species of animal ambassadors through Texas Parks and Wildlife (TPWD).
  - ACTIVITY
    
    Citation Administration
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the Monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
  - ACTIVITY
    
    Investigation of Citizen Complaints
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Investigation of citizen complaints are handled 24 to 48 hours from receipt of the complaint excluding weekends if non-emergency.
  - ACTIVITY
    
    Spaying and Neutering
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Animals will be altered on or upon adoption at scheduled date per Health and Safety Code Chapter 828 and City ordinance, which requires animals to be sterilized within 30 days from either the date of adoption or the date the animal becomes four months old.
  - ACTIVITY
    
    Volunteer Program
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Volunteer program will subsidize approximately 7.5 full-time positions at approximately 16,000 volunteer hours annually.
  - ACTIVITY
    
    Public Relations
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Outreach/Education - Participate in 80% of the education/outreach event requests received annually. Marketing by distributing print collateral at events and provided at the shelter. Social media: Manage the Petopia Facebook page, respond to comments within the same business day, and manage the Petopia webpage on the City's website.
  - ACTIVITY
    
    Customer Service/General Animal Info
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Follow the Interdepartmental External Customer Service Policy (CA-117) on response protocols.
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Staff will be on scene within 20 minutes of call out with Police Department Sergeant approval.
  - ACTIVITY
    
    Donations
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        All donations must be officially accepted by action of the City Council on a quarterly basis per the inter-departmental policy PW107 - Animal Services Donations. Donations will not be used for the day-to-day operations of the shelter. Instead, donations given to Animal Services will be designated for enhancing the shelter’s operating services such as purchasing materials for the Humane Education/Outreach Programs, the marketing of shelter animals, adoption supplies or other improvements for the animals or the shelter. Funds may be used in the fiscal year they are received or subsequent fiscal years. All donations received will be in accordance with Inter-departmental policy FA 101-Receipt and Accounting for Tangible Donations.
  - ACTIVITY
    
    Professional Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Health and Safety Code Chapter 829, any person performing the duties of an Animal Services Officer will complete 30 hours of continuing education under Chapter 829 in a three year period.
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Rabies Titer / Pre-Exposure shots
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Animal Service Officers and Veterinary Technician will maintain titer for rabies virus or take pre-exposure shots.
  - ACTIVITY
    
    Wildlife & Feral Hog Management
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        With the continued development seen within Sugar Land and the surrounding areas, as well as the reduction of natural habitat and open green spaces, wildlife and humans will continue to cross paths. A comprehensive approach is necessary to protect residents and property while addressing the unique challenges of having wildlife in suburban settings. Animal Services staff respond to wildlife calls within one business day. Contracts are issued to outside vendors, if needed for larger wildlife issues (eagle nest removal, beaver baffler, etc.). Staff also respond to complaints regarding feral hogs within one business day and manage three feral hog traps throughout the City. Contracts to be issued as needed to outside vendors. (Opportunities for potential program efficiencies have been identified to facilitate the deployment of equipment.)
  - ACTIVITY
    
    GO Bond Proposition D - Animal Shelter
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Staff will work with the Animal Advisory Board and the Sugar Land Legacy Foundation to develop a capital campaign to raise donations to fund the enhancements identified by the Animal Advisory Board.
  - ACTIVITY
    
    Diseases/Viral Outbreaks
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Measures will be taken through vaccination and cleaning to keep animals healthy. Outbreaks will be treated on a case by case basis in accordance with best industry practices.
  - ACTIVITY
    
    Live Outcomes
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Utilization of Pet Retention Program; Proactive redemptions; Cooperation with rescue groups and an Adoption program geared towards providing forever homes for every adoptable animal.
  - ACTIVITY
    
    Animal Advisory Board
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        The Animal Advisory Board will meet at least three times annually; mandatory by state law (Health and Safety Code Chapter 823).
  - ACTIVITY
    
    Bite Case Investigations
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        All bites and scratches will be investigated in compliance with Chapter 826 of the Health and Safety code as the Local Rabies Control Authority for the city.
  - ACTIVITY
    
    Rabies Submissions
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In the interest of public safety and at the discretion of the Local Rabies Control Authority, high risk animals will be sent to the Texas Department of State Health Services in Austin for rabies testing. Animals tested and submitted in accordance with state law (Health and Safety Code Chapter 826).
  - ACTIVITY
    
    Prepare and present ordinance modifications
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Prepare and submit city ordinance modifications to the City Council as required. Changes made in accordance with the City Prosecutor, state legislative sessions, changes to the Health and Safety Code, Texas Parks and Wildlife (TPWD) laws and United States Fish and Wildlife Service (USFWS) laws.
  - ACTIVITY
    
    Foster Care Program
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Provide foster care by trained volunteers and staff for neonatal kittens and puppies.
- PROGRAM
  
  Code Enforcement
  - ACTIVITY
    
    Sign Removal
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Remove signage from the right-of-way. 4.5 Inspectors perform daily route for sign removal. One Inspector performs weekend sign route through the entire City on overtime.
  - ACTIVITY
    
    Patrols and Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Patrol all streets within designated territory throughout 4 weeks to monitor commercial, residential, and industrial properties for compliance with the Development Code, Code of Ordinances and adopted 2015 International Building Code-ICC codes.
  - ACTIVITY
    
    Point of Contact for Land Use Issues
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Bi-annual inspections of Conditional Use Permits (CUPs) and Planned Development (PDs) to verify ongoing regulatory compliance. Process involves scheduling inspections, researching specific CUP and Planned Development wording, documenting violations, issuing notices of violation, re-inspections to verify compliance, and possibly issued citations for non-compliance.
  - ACTIVITY
    
    Vacant Properties Database
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Quarterly inspection of properties found to be vacant and bank-owned. Intent is to prevent the property from becoming a neighborhood nuisance.
  - ACTIVITY
    
    Target Area Inspections
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Target Area Inspections identified by staff; conducted bi-annually
  - ACTIVITY
    
    Public Outreach
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        As needed or requested, present at Quarterly Homeowners Association (HOA) meetings and Real Estate Office team meetings.
  - ACTIVITY
    
    Investigation of Citizen Complaints
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Investigation of citizen complaints 24-48 hours from receipt of the complaint excluding weekends.
  - ACTIVITY
    
    Investigation/Abatement of Violations
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Inspectors conducting daily inspection of commercial, residential and industrial properties within designated territory. Issuance of notices of violation in accordance with State law, City policies, best practices as identified by the City Prosecutor, and Standard Operating Procedures (specific timeframes for actions).
  - ACTIVITY
    
    Citation Administration
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
  - ACTIVITY
    
    Provide Documentation for the Recordation of Liens
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Compliance with interdepartmental policy CE 102-Placement of Liens. The policy was created to outline the procedures related to the recordation of liens for correction of violations and collection of costs and expenses incurred by the City as established in the City's Code of Ordinances regarding garbage, trash and weeds and the International Property Maintenance Code.
  - ACTIVITY
    
    Contract Management (Abatement services)
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Prepare / Present Ordinance Modifications
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Prepare and submit city ordinance modifications to the City Council as required.
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        The Code Enforcement Officer license must be renewed every two years and requires 12 hours of continuing education.
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
  - ACTIVITY
    
    Building Standards Commission
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Support the Building Safety Department's efforts to send information to Commissioners and schedule necessary training/orientations. Provide the Building Safety Department with necessary inspection details and photos as needed to provide the Building Standards Commission the information needed to render a decision and issue an Order.
- PROGRAM
  
  Facilities Management
  - ACTIVITY
    
    Facility Safety, Equipment Maintenance and Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Inspections and preventative maintenance completed by vendors in accordance with terms of contract. Frequency varies by equipment.
  - ACTIVITY
    
    Track/Monitor Equipment
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Conduct semi-annual review and reconciliation of all Facilities issued equipment with an internal inventory database. Location of equipment is documented on the internal inventory database (i.e. spot coolers, generators, hand tools, etc.).
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Staff will acknowledge call within 15 minutes of receipt. On-site response for emergency calls within one hour.
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Facility/Space Planning/Staff Relocation
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Conduct space assessments, planning and internal moves (when requested by directors or executive team) and within designated timeframes (determined by situation).
  - ACTIVITY
    
    Facility Renovations
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Assess, evaluate and coordinate renovations when requested by directors or executive team at approximately 74 city facilities.
  - ACTIVITY
    
    Capital Improvement Projects
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Annual identification, planning, scheduling, coordinating and monitoring of capital improvement projects. Facilities works closely with the Engineering Department in the coordination of Facilities CIP projects.
  - ACTIVITY
    
    Mail Delivery
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Perform daily internal and external mail delivery services, including travel to 16 City facilities and 2 post offices.
  - ACTIVITY
    
    Management of Building / Parking Leases
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Ensure payment for leases are appropriated and paid when due. Ensure landlords are fulfilling terms of the lease. Operate as property manager for city-owned properties leased to other organizations.
  - ACTIVITY
    
    Building Access Management
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Ensure continuous operation of the building access system for City facilities; Provide badge access to staff when requested from a director/executive team member or to contractors when City projects are underway. Maintain accurate user database to assure property security.
  - ACTIVITY
    
    Copier Machines
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Monitor contract quarterly to ensure required functioning of machines. Renew contract prior to termination.
  - ACTIVITY
    
    Emergency Operations
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Annual review of emergency operations protocol/updates. Begin emergency preparations, secure personnel and resources 3 days prior to event (when notice provided).
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Schedule trainings for staff to enhance work performance, knowledge and competencies. Annual maintenance of technicians’ certifications and membership of professional associations.
  - ACTIVITY
    
    Tier II Chemical Inventory/Report
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Annually prepare and submit regulatory required chemical inventory report to the Texas Commission on Environmental (TCEQ) by March 1st of every year.
  - ACTIVITY
    
    Facility Condition Assessments
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Completion of a comprehensive facility condition assessment of city owned facilities every five years.
  - ACTIVITY
    
    Facilities Master Plan
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Annual review of the facilities master plan and drafting of summary report. Update to Facilities Master Plan completed.
  - ACTIVITY
    
    Work Orders/Service Requests
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Requests are reviewed within 1 business day, prioritized in accordance with the City's Guidelines for Requesting Assistance from Facilities Management Division Policy and responded to on a priority basis. Emergency situations are addressed immediately.
  - ACTIVITY
    
    Building Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Complete monthly, quarterly and annual facility inspections of approximately 24 City facilities (inspection frequencies vary). While Facilities assists with maintenance at other City facilities, inspections are not completed on all buildings. Inspections include a review of interior and exterior conditions such as HVAC systems, electrical, plumbing, exterior grounds, roof, walls/foundations, elevators, security, and life safety systems.
  - ACTIVITY
    
    Flags
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Installation, maintenance and replacement of 52 flags at 24 City facilities when damages/tears are identified by Facilities staff or reported through the work order system. Movement of flags to half-staff as directed by President or Governor.
  - ACTIVITY
    
    Building Maintenance
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Ensure building maintenance and inspections are completed per the terms of the contract. Minor maintenance such as light bulb replacement, air filter replacement, etc. completed by internal staff through work order process.
  - ACTIVITY
    
    Building Repairs
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Building repairs are scheduled and completed as identified by Facilities staff or reported through the work order system; they are completed by in-house staff and contractors depending on staff availability and type of repair required.
- PROGRAM
  
  Fleet Replacement
  - ACTIVITY
    
    Asset Disposal
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Begin asset disposal process within 20 business days from the day vehicle is identified by Fleet Services as no longer in use. Process to include clearance with City Secretary, auto detailing, development of auction documentation/photos, auction posting, inspections, sale and completion of asset disposal form.
  - ACTIVITY
    
    Vehicle/Equipment Acquisition
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Initiate process to purchase vehicles/equipment within five business days of vehicles purchase approval by City Council or the appropriate designated authority. Process to include compiling vehicle/equipment lists, obtaining quotes/bids/approvals, and placing orders.
  - ACTIVITY
    
    Vehicle Make Ready Process
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Schedule outsourced functions within ten business days of vehicle delivery; begin equipment install within ten business days of receiving vehicle and associated equipment (after any outsourced work completed).
  - ACTIVITY
    
    Develop Fleet Replacement Schedule
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Draft fleet replacement schedule and submit to the Budget Office in March each fiscal year.
- PROGRAM
  
  Fleet Services
  - ACTIVITY
    
    Document/Track Fleet Assets
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Complete an annual inventory in December of all fleet assets based on fleet inventory database that includes visual inspection of condition, damage, and registration status.
  - ACTIVITY
    
    Parts Inventory
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Complete a monthly inventory of all parts on hand, including a physical count of the inventory and reconciliation with the accounting system.
  - ACTIVITY
    
    Work Orders/Service Requests
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Initiate work order processing within 1 business day of receipt; (Begin diagnostics/order parts/determine anticipated completion date).
  - ACTIVITY
    
    Invoice Processing/Billing
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Review all invoices as they are received; Process invoices/fuel usage and bill respective department within 15 business days.
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Manufacturer Warranties / Safety Recalls
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Begin process to notify departments and schedule warranty/recall work (internally or with 3rd party vendors) within seven business days of notification. Turnaround time will be prioritized based on severity of the outstanding issue.
  - ACTIVITY
    
    Emergency Operations
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Annual review of emergency operations protocol/updates. Begin emergency communications with fuel vendor immediately upon identification of a hurricane/system in the Gulf. Secure personnel and resource three days prior to event (when notice provided).
  - ACTIVITY
    
    Emergency Vehicles & Fuel System Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Emergency Vehicle Technician Certification required by all technicians servicing a fire apparatus or medic. Maintain a Class A/B and C Underground Storage Tank (UST) certifications for onsite personnel where an UST is present. Ensure all technicians have a State Inspection Certification required for performing state inspections.
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Trainings to enhance overall vehicle maintenance and to stay up to date with changing technologies, including Automotive Service Excellence (ASE) Certifications; Freon Certification; Fleet diagnostic software; General Motors (GM) and Ford certifications; equipment certifications; etc.
  - ACTIVITY
    
    Inspect/Maintain Fuel Storage Tanks
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Conduct annual tank tightness and line testing. Inspect overfill every 60 days. Complete Texas Commission on Environmental (TCEQ) forms in compliance with specified requirements in preparation for TCEQ audit that occurs approximately every 3 years.
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Staff will acknowledge call within 15 minutes of receipt. Technician dispatched as needed and will respond within one hour.
  - ACTIVITY
    
    Preventative Maintenance
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Perform all preventative maintenance according to vehicles and equipment manufacturer recommendations.
  - ACTIVITY
    
    Fuel Inventory
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Record fuel levels on a daily basis at two locations; place orders for fuel when fuel levels are below 25% of overall tank capacity.
  - ACTIVITY
    
    State Inspection/Registration
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Notify department 30 days prior to expiration of Inspection/Registration. Initiate process to perform inspection and obtain new sticker/license plate within 5 business days of receiving vehicle at fleet shop. Notify department once new sticker/plate is obtained and ready for placement on the vehicle.
  - ACTIVITY
    
    Vehicle/Equipment Repairs
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Repairs prioritized by Fleet Division per interdepartmental policy FM 108-Fleet Maintenance and Service and based on emergency status and availability of resources; emergency response vehicles are designated as the highest priority.
- PROGRAM
  
  Food Inspection
  - ACTIVITY
    
    Permanent Food Establishment Permits & Retail Frozen Dessert Manufacturing Permit (renewal)
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Mail annual Permanent Food Establishment Permits and Retail Frozen Dessert Manufacturing Permit within 30 days of receipt of payment.
  - ACTIVITY
    
    Permanent Food Establishment Permits & Retail Frozen Dessert Manufacturing Permit (Tenant Change/Change of Ownership)
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Prepare permit/payment paperwork and submit to the Treasury Office within one business day of approval. Customer will receive permit upon making payment via the City's Treasury Office.
  - ACTIVITY
    
    Mobile Food Establishment Permits
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Design plans for the mobile unit are reviewed by both Food Inspection and the Fire Department for compliance with the Fire Code and Texas Food Establishment Rules. Should the mobile unit meet the code requirements, staff will prepare permit/payment paperwork and submit to the City's Treasury Office The permit is issued the same day the customer provides receipt of payment from the Treasury office and passes the on-site inspection.
  - ACTIVITY
    
    Temporary (Type 1) Food Establishment Permits
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        The temporary food establishment permits (type 1) are processed within 2 days business days of receipt of fully completed applications. Prepare permit/payment paperwork and submit to Treasury within one business day of approval. Customer will receive permit upon making payment via Treasury.
  - ACTIVITY
    
    Temporary (Type 2) Food Establishment Permits
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Route the temporary food establishment permits (type 2) applications for approval within 2 business days of receipt of fully completed application. Obtain Fire-EMS, Economic Development and Planning Department responses within 5 business days. Renewal notice emailed within 30 days of permit expiration date.
  - ACTIVITY
    
    Permanent Food Establishment Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        All Permanent Food Establishment Inspections inspected twice a year for compliance with the Texas Food establishment rules per the Texas Department of State Health Services.
  - ACTIVITY
    
    Public school and licensed daycare Food Establishment Inspections
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        All Public school and licensed daycare Food Establishment Inspections conducted twice a year in compliance with the Texas Food establishment rules per the Texas Department of State Health Services.
  - ACTIVITY
    
    Mobile Food Establishment Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Mobile Food Establishment Inspections once a year upon permit renewal and within five days of request from owner. Food safety and Fire inspections are coordinated by Food Inspection and conducted simultaneously.
  - ACTIVITY
    
    Contract Management (Frozen Dessert)
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    Frozen Dessert Sampling
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Test all frozen dessert sampling establishments within the fiscal year. Test for E.coli, Total Coliform, and Standard Plate Count. Retest establishments with failing bacterial levels (established by State Dairy Rules) within the fiscal year.
  - ACTIVITY
    
    Temporary Event Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When an event has at least three vendors selling more than four food items, an inspection is automatically triggered. For other events, the Food Inspection Manager will assess the potential risk to the general public in order to determine whether an inspection is necessary.
  - ACTIVITY
    
    Investigation of Citizen Complaints
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Investigation of citizen complaints 24-48 hours from receipt of the complaint excluding weekends.
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Staff will acknowledge call within 15 minutes of receipt.
  - ACTIVITY
    
    Emergency Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        On-site response for emergency calls within one hour.
  - ACTIVITY
    
    Consultations
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Consultations provided as needed or when requested by establishments. Also includes mass mail-outs to operators of food establishments to provide regulatory updates.
  - ACTIVITY
    
    Pre-Operational Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Pre-Operational Inspections conducted within 5 business days of request from the contractor or business owner.
  - ACTIVITY
    
    Prepare/Present Ordinance Modifications
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Prepare and submit city ordinance modifications to the City Council as the required.
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        The Registered Sanitarian license must be renewed every two years and requires 12 hours of continuing education.
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
  - ACTIVITY
    
    Design Plan Review
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Review construction plans for code compliance within 14 days for new submittals, 7 days for re-submittals, and provide comments to Planning and Building Safety Departments utilizing Bluebeam software.
- PROGRAM
  
  Rental Registration
  - ACTIVITY
    
    Application Administration & Renewal
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Renewal invoice mailed out 60 days prior to license expiration. Application processed within 4 days of receipt of completed application.
  - ACTIVITY
    
    Inspections (Exterior Only)
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Annual exterior inspections are conducted within 7 business days of receipt of application.
  - ACTIVITY
    
    Inspections (Exterior / Interior)
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When a property is vacant, both an interior and exterior inspection are conducted. These inspections (exterior/interior) are conducted within 15 days of receipt of application, based on property owner and staff availability.
  - ACTIVITY
    
    Rental Licensing
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Rental licensing issued within 30 days of inspection completion or issuance of letter informing owner of application denial.
  - ACTIVITY
    
    Investigation of Citizen Complaints
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Investigation of Citizen Complaints 24-48 hours from receipt of the complaint excluding weekends. Provide notification to the property owner prior to investigating a tenant complaint.
  - ACTIVITY
    
    Investigation / Abatement of Violations
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Issue notices of violation in accordance with State law, City policies, best practices as identified by the City Prosecutor, and Standard Operating Procedures (specific timeframes for actions) for failure to comply with licensing and property maintenance requirements. Bi-monthly verification that properties listed on various real estate websites are operating in accordance with city regulations. Weekly search for properties offered for short-term rent in violation of zoning regulations. (Opportunities for potential program efficiencies have been identified with the utilization of a software designed to report short term rentals.)
  - ACTIVITY
    
    Citation Administration
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the Code Docket. Respond to any of the Prosecutor's additional questions during the docket.
  - ACTIVITY
    
    Building Standards Commission
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Prepare Building Standards Commission agenda requests and presentation material for those cases that involve appeals to staff's denial of a Rental License application. Support the Building Safety Department's efforts to send information to Commissioners and schedule necessary training/orientations. Provide the Building Safety Department with necessary inspection details and photos as needed to provide the Building Standards Commission the information needed to render a decision and issue an Order.
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        The Code Enforcement Officer license must be renewed every two years and requires 12 hours of continuing education.
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices.
  - ACTIVITY
    
    Public Outreach
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        As needed or requested, present at Quarterly Homeowners Association (HOA) meetings and Real Estate Office team meetings.
- PROGRAM
  
  Solid Waste
  - ACTIVITY
    
    Residential Program Management
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Manage the residential solid waste and recycling contract, the textile recycling contract, the Keep Sugar Land Beautiful contract, and two contracts for tire and residential cooking oil recycling. The division is responsible for the initiation, process, monitoring, and completion of contracts and agreements. Division staff will coordinate environmental outreach programs and special events.
  - ACTIVITY
    
    Commercial Exclusive Franchise Agreement
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Manage the exclusive franchise contract for providing commercial solid waste collection and disposal within the City. Monitor licensing of companies, record keeping, and enforcement of City Ordinances.
  - ACTIVITY
    
    Commercial Licensing Program
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Monitor commercial licensing of solid waste, liquid waste, and recycling companies, receive quarterly reports and fees, record keeping, enforcement of City Ordinances, and maintenance of online list of registered operators. Division staff will investigate customer complaints within one hour of receipt of notification.
  - ACTIVITY
    
    Debris Management
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Maintain on-call debris monitoring and removal contracts and activate contracts prior to a potential debris event. Asses debris, develop clean-up plan, and monitor collections as required for Federal Emergency Management Agency (FEMA) reimbursement.
  - ACTIVITY
    
    Hazardous Waste Response
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Maintain hazardous waste response contract and activate contract when a hazardous waste release event occurs. Manage and monitor mitigation completed by contractor.
  - ACTIVITY
    
    Regional Coordination
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Represent the City at Houston-Galveston Area Council (HGAC) cooperatives.
  - ACTIVITY
    
    Grant Management
    - CORE LEVEL
      
      Quality of Life
      - COMMITMENT
        
        Research, prepare, apply, and implement grant program funding.
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Staff will acknowledge after-hours calls within 15 minutes of receipt.
  - ACTIVITY
    
    Emergency Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        On-site response for emergency calls within one hour.
  - ACTIVITY
    
    Investigation of Citizen Initiated Service Requests
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Division staff will respond to service requests within one business day.
  - ACTIVITY
    
    Citation Administration
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly code docket and prepare updated case information for the Prosecutor to review and use during the docket. Respond to any of the Prosecutor's additional questions during the docket. (Staff have identified an opportunity for additional training on documentation requirements and submission process to more efficiently prepare SOIs.)
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Maintain Code Enforcement Officer certification which requires renewal every two years with 12 hours of continuing education.
  - ACTIVITY
    
    Training/Memberships
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices. Attend solid waste and recycling annual conferences to receive information on regulatory changes and industry developments.
  - ACTIVITY
    
    Customer Service Survey
    - CORE LEVEL
      
      Quality of Life
      - COMMITMENT
        
        Conduct quarterly customer service survey of solid waste contractor call center. Provide report to contractor.
  - ACTIVITY
    
    Internal Control
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        Perform all cash handling procedures in compliance with the City's Interdepartmental Cash Handling and Cash Drawer Policy and Procedure (BR 101).
- PROGRAM
  
  Stormwater Management
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        Maintain Hazardous Waste Operations and Emergency Response (HAZWOPER) certification which requires annual renewal with an eight hour in-person refresher course. Host three annual internal staff trainings on MS4 General Permit requirements, conducted by external trainer.
  - ACTIVITY
    
    Training/Certifications
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Memberships to professional associations allow for on-going continuing education opportunities and allow employees to stay updated on industry practices. Attend stormwater annual conferences to receive updates on regulatory changes.
  - ACTIVITY
    
    Citation Administration
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        When it is determined that a citation is appropriate, a Statement of Intent (SOI) will be submitted to the City Prosecutor for review/approval. The SOI will include specific case details, notices of violation, correspondence and photos. Staff will attend the monthly Code Docket and prepare updated case information for the Prosecutor to review and use during the docket. Respond to any of the Prosecutor's additional questions during the docket.
  - ACTIVITY
    
    Contract Management
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
  - ACTIVITY
    
    After-Hours / On-Call Services
    - CORE LEVEL
      
      Traditional
      - COMMITMENT
        
        Staff will acknowledge after-hours calls within 15 minutes of receipt.
  - ACTIVITY
    
    Emergency Inspections
    - CORE LEVEL
      
      Essential
      - COMMITMENT
        
        On-site response for emergency calls within one hour.
  - ACTIVITY
    
    Impaired Water Bodies and Total Maximum Daily Load (TMDL)
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by the Texas Commission on Environmental Quality (TCEQ). Division staff will coordinate with the Bacteria Implementation Group for water quality efforts in the Upper Oyster Creek watershed. The City will utilize a contractor to conduct sampling of Upper Oyster Creek every other year.
  - ACTIVITY
    
    Public Education, Outreach and Involvement
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will develop, acquire, and distribute educational material to the community. Maintain the stormwater section of City's website. Continue to co-sponsor the Storm Drain Marker Installation Program with Keep Sugar Land Beautiful (KSLB). Annually, sponsor one community environmental class, business education class and student presentation. Continue to co-sponsor at least one outreach event with KSLB to help educate the community on the importance of stormwater management activities. Continue to co-sponsor Adopt-a-Spot collection activities with KSLB. Continue to co-sponsor the Texas Stream Team Water Quality Monitoring Program with KSLB, and provide data to the TCEQ. Continue to co-sponsor annual Trees Across Sugar Land event with KSLB. Continue to host at least two speaking events with KSLB through the Speakers Bureau program.
  - ACTIVITY
    
    Illicit Discharge Detection and Elimination
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by TCEQ- Division staff will investigate all illicit discharge complaints immediately upon receipt. Perform dry weather screening in priority areas likely to have illicit discharges and document basis for selection. Track the amount of household hazardous waste and electronic waste collected via City solid waste program and report annually to TCEQ. Develop a floatables control program to help reduce the amount of floatable material being discharged in stormwater runoff.
  - ACTIVITY
    
    Construction Site Stormwater Runoff Control
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Throughout the year, division staff will conduct site inspections at active construction sites. Division staff will review Land Disturbance applications to ensure compliance with the TCEQ Construction General Permit (CGP) No. TXR150000. Division staff will conduct pre-construction meetings for contractors with approved Land Disturbance permits. Meetings will educate contractors on stormwater regulations.
  - ACTIVITY
    
    Post Construction Stormwater Management in New Development and Re-development
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with Municipal Separate Storm Sewer System (MS4) General Permit No. TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Throughout the year, division staff will review post-construction maintenance plans submitted by contractors. Staff will inspect post-construction stormwater controls to ensure proper operation and maintenance.
  - ACTIVITY
    
    Pollution Prevention and Good Housekeeping for Municipal Operations
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with the Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will maintain an inventory of City facilities and stormwater management standard operating procedures (SOPs). Staff will inspect facilities and evaluate SOPs to minimize pollution in stormwater runoff. Staff will provide oversight of City contractors and municipal Operation and Maintenance activities to minimize stormwater pollution. Staff will host annual internal staff trainings on good housekeeping practices and pollution prevention. Staff will evaluate City-owned flood control structures for their potential to minimize stormwater pollution.
  - ACTIVITY
    
    Industrial Stormwater Sources
    - CORE LEVEL
      
      Mandatory
      - COMMITMENT
        
        In accordance with the Municipal Separate Storm Sewer System (MS4) General Permit Number TXR040111 issued by Texas Commission on Environmental Quality (TCEQ). Division staff will develop inspection procedures and an industrial stormwater source ordinance to regulate stormwater discharges from applicable facilities. Staff will identify regulated facilities and conduct educational outreach on inspection requirements. Division staff will implement procedures and policies for inspecting industrial stormwater sources.