Service Delivery Plans

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Note about COVID-19 Impacts to Service Commitments

The COVID-19 pandemic has had profound impacts on our nation, including impacts to various city of Sugar Land facilities and services. To protect public health, the health of city employees and slow the spread of the virus, the city of Sugar Land has taken an innovative approach to continuing many of its city services through an increased use of digital tools or by providing services on an appointment-only or modified basis to comply with social distancing guidance from our local, state and national health authorities. For a full list of impacts to city services, please visit the city’s Covid-19 updates page.

A full table view of all Service Delivery Plans is available online.

The purpose of the Service Delivery Plans (SDPs) is to identify every service (activity) provided by each department or office and the activity level commitment for each. Additionally, the SDPs ensures the delivery of services in an efficient and effective manner and allows the City Council and the Executive Team to determine what activities, if any, can be improved or adjusted based on current fiscal year funding and resources. The SDPs provide a comprehensive review of the entire organization’s operating budget, identifying and prioritizing activities offered on the basis of the community’s expectations and how services are delivered, the Sugar Land Way.

Activity level commitments should be measurable or in support of another activity being provided. For example, certain types of training may not be measurable but is required to perform job functions that support a measurable activity.

Each activity also has core activity levels (mandatory, essential, traditional, quality of life). Identification of core levels enable informed decision making and ensures the appropriate allocation of funds and resources to activities. Departments and offices selected a core level for every activity listed based on the definitions provided in the infographic below.

Each department (on the left) also has a mission statement, executive summary and organizational chart. 

Department

Department

Major organizational unit with at least one program that provides specific activities directed at achieving an overall City Goal (long or short term). Departments typically provide activities to the public and their focus is on managing resources.

Program

Program

A division within a department. Often smaller department’s Program is the same as the department name.

Activity

Activity

Specific work performed to accomplish services. Activities can involve various processes for performing work and directly result in outputs.

Activity Level Commitment

Activity Level Commitment

A short goal statement about what a customer can expect from an activity (service) provided by the City of Sugar Land. Each activity has at least one Activity Level Commitment. This outcome should be tracked using a performance measure that tells us how we are doing in meeting our commitment to that Activity Level Commitment. Activities need to be defined at a level of detail that establishes the appropriate expectations for the public with the funding allocated for this activity.

Core Levels

  • Mandatory: Mandated or required by legislation from the federal or state government as well as the City Charter or ordinance.
  • Essential: Critical to the operation of the City. Without the activity, the City would stop functioning. Include emergency situations and Public Health and Safety.
  • Traditional: Municipal activity provided by virtually all large municipalities for many years. Typical things related to maintenance and operations where you are extending the useful life of an asset. Includes accountability initiatives.
  • Quality of Life: Enhanced activities provided by the City to respond to particular community needs, based on a positive business case or other specialized purpose. The Sugar Land Way. This is what sets the City of Sugar Land apart from other cities.

Did you know?

  • The City currently has 21 departments and offices.
  • The City currently has 848 full time equivalent (FTE) employee positions. 
  • In total, departments and offices have 854 activities in their Service Delivery Plans.
  • The City has 227 mandatory activities. These are mandated or required by legislation from the federal or state government as well as the City Charter or ordinance.
  • The Service Delivery Plans are updated annually and used to make budgeting decisions. 
  • The Sugar Land Way is a mindset that has been around since the City’s founding. In its broadest sense, it is a commitment to doing things differently - a cut above - a commitment to bold and thoughtful thinking designed to make life sweeter and more refined for the people and businesses that call Sugar Land home. The Service Delivery Plan program assists the City in maintaining this mindset. Learn more about the Sugar Land Way here!