Performance Evaluation

The Metropolitan Center's Performance Evaluation Division is leading the way in the development of comparative measures to assess the effectiveness of local government institutions and non-profit organizations. The multidisciplinary problem solving approach employed by the Division is widely recognized as best practice in melding applied social research to meet the needs of local and regional governments.

The Division also assists organizations with strategic planning in a variety of areas and works with clients to analyze strengths and weaknesses and set goals. The Division is capable of developing progress performance indicators to determine organizational weaknesses and training needs.

The Division offers two specific services:

Strategic Planning: The Division is capable of assisting governmental and non-governmental organizations with their strategic planning. The Division does basic SWOT (Strengths, Weakness, Organizations, and Threats) analysis and goal settings. The Division is also capable of developing progress performance indicators to determine training needs and to set them to external benchmarks. The Division is well equipped to handle this kind of assessment, and our package of training, evaluations, and technical assistance offers “one-stop,” integrated organizational assessment at reasonable cost.

Some of the projects include

Village of Key Biscayne, Department Quality Assurance Shops (April 2014): The Metropolitan Center repeated in-person and telephone shops for each of the six departments in the Village of Key Biscayne: Public Works, Community Center, Fire Rescue, Police, and Building and Zoning - Permitting and Code Enforcement divisions. The first round of shops was conducted in 2012 and the second round aimed to determine any differences in service from the previous round. The secret shops asses the level of service provided by the division, including staff attitude and customer service skills, facility condition and accessibility, as well as the ability of staff to address inquiries and requests that pertain to the division’s responsibilities when dealing with Key Biscayne residents. Secret shops were conducted in English and Spanish.

Miami-Dade County Information Technology Department Employee Survey (2013): The IT employee survey was administered with the 600 employees of the department. The data was collected via anonymous paper surveys. The survey assessed employee satisfaction with their work environment and supervisors.

City of Hollywood Quality Assurance (January-February 2013): The Metropolitan Center completed 40 phone secret shops and 44 in-person shops at various departments of the City of Hollywood. The evaluation covered general aspects of customer interaction with the department staff as well as assessments of the specific responsibilities of each department.

The Children’s Trust Provider Survey (2013): The Metropolitan Center conducted a mixed-method survey with organizations funded by the Children’s Trust in Miami-Dade County. The survey was administered online, on paper as a mail out as well as over the phone. The detailed survey questionnaire assessed satisfaction with the programmatic and fiscal assistance provided by the Trust, as well as the organization’s use of various processes and tools developed by the Trust.

Hurricane Mitigation and Preparedness Poll (2013): The Metropolitan Center has been conducting hurricane-related polling since 2006. The survey is administered to 800 Florida households and collects information on their contingency planning for hurricanes as well as past experience and mitigations efforts. Annual survey results are compared to determine changes in Floridians’ preparedness for hurricanes and willingness to take mitigation measures depending on various factors including prior experience, economic conditions, and others.

Village of Key Biscayne, Department Quality Assurance Shops (June-July 2012): The Metropolitan Center conducted in-person and telephone shops for each of the six departments in the Village of Key Biscayne: Public Works, Community Center, Fire Rescue, Police, and Building and Zoning - Permitting and Code Enforcement divisions. The goal of the secret shops was to evaluate the level of service provided by the division, including staff attitude and customer service skills, facility condition and accessibility, as well as the ability of staff to address inquiries and requests that pertain to the division’s responsibilities when dealing with Key Biscayne residents. Ten in-person shops were conducted at each location and ten telephone shops were conducted for Police, Code Enforcement and Permitting. Secret shops were conducted in English and Spanish (with a 60% to 40% split respectively) to evaluate the level of service provided by each department/division.

Miami-Dade County Overcrowding Survey (2012): The Metropolitan Center was retained by the Miami Foundation on behalf of Miami-Dade County, and the cities of Miami, Miami Gardens, North Miami and Miami Beach, to conduct an assessment of overcrowding in Miami-Dade County. The in-person survey was administered to 400 random households throughout the county. The results showed a significant difference between census-reported figures and survey responses.

Disaster Risk Reduction Business Survey (2012): The Metropolitan Center worked in collaboration with the FIU Disaster Risk Reduction Program in the implementation of a phone survey of Miami-Dade businesses in the food, construction and tourism industries. The survey executed by the Metropolitan Center contained questions on the businesses’ experience with disasters ad the measures they take to mitigate hurricane damage, loss of revenue etc.

Liberty City Survey (2012): The Metropolitan Center at Florida International University conducted a telephone survey of 406 residents of the Liberty city area from January 30 through February 17, 2012. The questionnaire included general questions assessing attitudes towards and trustworthiness of financial service institutions, use of various services, and the use of technology for banking and financial transactions.

Metropolitan Planning Organizations (MPOs) Awareness Survey (2012): The Metropolitan Center administered a phone survey with 1,000 residents of five counties in the South Florida region, including Broward, Palm Beach, Martin, St. Lucie and Indian River counties. The survey measured the level of public awareness with the Metropolitan Planning Organizations (MPOs) in the counties and their activities.

Doral Household Survey (2011): The Metropolitan Center completed a survey with over 400 Doral residents for the purpose of determining satisfaction with shopping options in the city. The survey also collected information on the shopping habits and preferences of residents in terms of stores, as well as on the driving distance and their spending patterns.

Hurricane Ike Evacuation Survey (2011): The Metropolitan Center conducted one thousand interviews with Texas residents on their experience with hurricane Ike. Funded by the National Science Foundation the study assessed the measures undertaken by Texas residents in the coastal areas to prepare their homes and families in the face of hurricane threat.

South Miami Resident Survey (2010): The Metropolitan Center conducted a survey with 400 South Miami residents to assess their satisfaction with the quality of life in the City as well as with the different City services. The Survey was conducted in both Spanish and English.

Digital Literacy Survey (2010)Digital Literacy Survey (2010): The Florida International University Metropolitan Center conducted surveys with residents and businesses in Miami-Dade and Monroe counties to identify computer usage and literacy levels, and gauge key issues influencing their digital literacy.

311 Evaluation Shops for Miami-Dade Government Information Center: The project entails recorded evaluations of calls placed to 311 and Miami-Dade Transit agents in Spanish, English and Creole.

Miami International Airport Quality Assurance Shops: The project entails in-person secret shops conducted in English and Spanish of vendors at MIA both before and after the security check points.

Miami-Dade County Quality Assurance Shops (2007-2008): The project consists of a series of telephone and in-person secret shops conducted for the Miami-Dade County Government Information Center to provide ongoing measure of key performance indicators.

Parks and Recreation Department Auditorium Satisfaction Project: This study entails a series of satisfaction surveys conducted to measure the quality of service and facilities at the County’s two performing arts auditoriums(Miami-Dade County Auditorium and Joseph Caleb Auditorium) as perceived by its clientele both current and potential.