Lombard Park District

Districtwide Comprehensive Master Plan 99 Plan Recommendations Program registration reports should be reviewed by core program or facility area and set up as cost centers in order to determine overall expense and revenue for the key areas. These reports should be done on a quarterly basis and condensed to a higher level of detail. Some areas closely track fi nancial performance, while others do not. A robust measurement system generally includes a more comprehensive set of measures, including: • Program capacity rate (ratio of total maximum enrollments for number of spots fi lled) • Number of programs per age segment • Customer satisfaction toward the registration system • Facility utilization rate • Program success rate (or cancellation rate) • Cost recovery rates by core program area • Number of new programs off ered annually • Household percentage of program participation • Percent of programs in introduction and growth stage • Market penetration by age group • Customer retention, repurchase intent, and referral Program Monitoring and Assessment • The percentage of households that participate in recreation programs and services: Lombard (40%), Illinois (39%) and Nation (34%). Lombard's participation is achieved with less indoor space than other Illinois communities. Only 31% of households in Lombard rated their programs as excellent related to program quality. The Illinois average is 37%. This is a targeted improvement area. • District staff should continuously monitor fee sensitivity and locations for programs and services as these are among the top reasons for participation. If specifi c programs are being cancelled, consider changing the location, program time and fee, as these are the top three participation barriers. Also consider focus groups to assist with program assessments. • Consistently monitor and evaluate core programs. These are the foundation of recreation programs. • Fitness programs (18%) and Early Childhood programs (14%) had the most off erings for 2012. Martial Arts (3%) and Golf (1%) had the lowest number of programs off ered. Staff should continue to focus on implementing more fi tness and wellness programs. • Any program area in the decline stage should be repositioned or deleted. Staff should monitor programs in the mature stages to prevent a decline in registrations. Implementation of program enhancements is necessary to insure participant satisfaction. • Development of a program capacity measurement process would help identify the percentage of actual number of registrants compared to the potential number of registrants available by core program areas. This can assist in the decision making process of repositioning decline stage programs. • Other than current performance measures, the Household Survey can provide guidance in repositioning programs. • In order to identify Lombard Park District trends, establish cost recovery goals at a core program level regarding registration numbers and fi nancial performance. This should be reported and reviewed quarterly, and tracked year to year. • Reviewing program percentage changes is helpful in determining the next step. Adult athletics had the largest percentage change from 2009 – 2011 at -23.4%. Implementing enhancements and changes is necessary to help the program area survive.

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