While the average for the U.S. has declined seven points from 2016-2019, Baytown saw an increase of one point over the same time period, indicating an overall positive trend in regards to the level of citizen satisfaction.

The overall quality of city services continues to be an area where citizens are rating Baytown at a much higher level than other parts of Texas.  A concerted effort is also being made to ensure city operations continue to improve.

Although Baytown is scoring much higher in this area than the average for Texas, the City is placing an increasing focus on improving the level of customer service provided by City employees through a new training program called Baytown yoU.

During FY19, the City trained 84 employees as Green Belts and 34 employees as Black Belts who will all be dispatched back into the organization to identify waste within City processes and implement solutions that also add value to our customers. In addition, the Introduction to PIPE presentation was added to the New Employee Orientation, which introduces all incoming employees to the concepts and benefits of process improvement from the very beginning.

During FY20, the City trained 37 employees as Green Belts and 11 employees as Black Belts who will all be dispatched back into the organization to identify waste within City processes and implement solutions that also add value to our customers.

So far in FY21, the City has trained 20 employees as Green Belts.

In FY19, a total of 20 innovation projects were completed by City employees in various departments with a hard dollar savings of $29,341.92 and soft dollar savings of $328,307.90.

In FY 20, a total of 27 innovation projects were completed by City employees in various departments with a hard dollar savings of $290,192.48 and soft dollar savings of $589,707.21. 

Overall, City General Fund revenue has come in greater than budget over the past several years and expenditures have come in less than budget over the past several years, which means the City has the ability to maintain solid cash reserves for instances like Hurricane Harvey when millions of dollars of unforeseen expenditures can happen in a short period of time.