8

The National Civic League selected Phoenix as a recipient of the 2009 All-America

City Award. Phoenix highlighted the newly developed urban education campuses,

Phoenix Parks and Preserve Initiative and the city's innovative library teen

spaces. Phoenix previously won the All-America City Award in 1950, 1958, 1980

and 1989.

As the beginning of a new decadecommences, the city of Phoenix has stayedcommitted to its core values. We have areputation for working with our residents,businesses and neighborhood groups toensure that quality and timely services areavailable to all. In recognition of thiscollaborative approach, the National CivicLeague selected Phoenix as a recipient ofthe 2009 All-America City Award on Friday,June 19, 2009. It is the fifth time Phoenixhas won the award. A delegation of 20Phoenix community members andemployees presented at the All-AmericaCity Awards competition in Tampa, Florida.National Civic League judges chosePhoenix as one of 10 winners out of 29finalists who presented. More than 100cities completed written applications inthe spring, seeking to become a finalist.

A committee of 60 people workedcollaboratively on the presentation andaward application, including 40 Phoenixcommunity members and 20 cityemployees. Phoenix highlighted the newlydeveloped urban education campuses(Arizona State University DowntownPhoenix Campus and Phoenix BiomedicalCampus), the Phoenix Parks and Preserveinitiative, and the city’s innovative libraryteen spaces. The projects that wereselected highlighted how the city hasinvolved the community in addressingcritical challenges.

No tax dollars were used for anyexpenses. US Airways, FedEx,SuperShuttle, the Greater PhoenixConvention and Visitors Bureau and theDowntown Phoenix Partnership alldonated to the effort. The Phoenix Parksand Conservation Foundation, Friends ofthe Phoenix Library, ASU DowntownPhoenix Campus and the University ofArizona College of Medicine supported thedelegation. Phoenix previously won theAll-America City Award in 1950, 1958, 1980and 1989. It is the country’s mostprestigious community recognition award,honoring communities of all sizes forcollaborative projects addressing criticalissues.

As you can see our commitment toexcellence is deeply rooted in our ability towork with the community to ensure thequality of life that they deserve. Below area few additional examples that illustrateour commitment to this endeavor:

n Pueblo Grande Museum andArchaeological Park maintained itsaccreditation from the AmericanAssociation of Museums. TheAssociation renewed Pueblo Grande’saccreditation, an honor earned by lessthan five percent of the 17,500museums in the United States.

n The Phoenix Development ServicesDepartment's Adaptive Reuse Programreceived the Valley Forward, first place,Crescordia Award for streamlining theprocess of modifying older buildings fornew business uses.

n Ten city of Phoenix environmentalprojects won the Valley Forward,Crescordia Awards and Awards of Meritrecognition. The city won the mostCrescordia Awards of any other Valleycommunity, underscoring the city'scommitment to environmentalexcellence and sustainability.

n The American Institute of Architectsawarded the Maryvale Pool with theArizona Design Award for meeting thehighest standards of design in responseto user requirements, site, context,climate and environmental concerns.

n Forbes Magazine named Encanto Parkas one of the nation’s ‘12 Best CityParks’ because of its old-fashioned,charming attractions including boatrentals and an amusement park. Builtbetween 1935 and 1938, it has providedoutdoor recreation for generations ofPhoenicians.

9

Our Commitment To Excellence

Commitment to Quality Service

Our residents expect quality service, andwe continuously challenge ourselves toraise the standards of customer servicewithout compromising our organization’sintegrity. We work hard to provideprograms that enhance our residents’quality of life while maintaining publicaccountability. Staff throughout theorganization are committed to deliveringquality service. The following lists a few ofthe awards received over the last yeardemonstrating this commitment to qualityservice:

n The Association of Airport Executivesawarded the Aviation Department withthe Randy Jones Award for theCommunity Noise Reduction Program’sResidential Sound Mitigation Servicesfor its significant contribution toreducing airport noise.

n The city of Phoenix AviationDepartment was honored with the 2009Employer of the Year Award from theMetropolitan Phoenix Chapter ofWomen in Transportation. The awardwas presented in recognition of thedepartment’s efforts to advance womenin the transportation field, providingexceptional customer service anddiversity outreach.

n The Arizona Commission on HigherEducation recognized the Youth andEducation Office’s College Depot forfostering an awareness of, andproviding guidance to the public aboutpostsecondary educationalopportunities for teen-aged studentsand their parents.

n Entrepreneur Magazine named Phoenixas one the ‘Top 10 Start-Up FriendlyCities.’ The magazine includedPhoenix in the list of great places forsmall business owners to get starteddue to the city’s generous loan andgrant programs for newcomers and itswell-developed financial, governmentand educational institutions.

Census 2010

In the spirit of providing quality service,the city, along with the 160 memberPhoenix 2010 Census Complete CountCommittee, worked to create Phoenix’slargest public education awarenesscampaign. Particular effort was made toreach Phoenix’s traditionally hard to countneighborhoods. For each residentcounted, Phoenix receives $400 per year infederal and state funds.

Each city staff member was challengedto be an ambassador for the 2010 Censusand city departments integrated thecensus message into their services wherepossible. For example, all Municipal CourtJurors saw a short film about the 2010Census. Census related information alsowas distributed at all of the city’s SeniorCenters, neighborhood meetings andcommunity budget hearings.

Residents even saw 2010 Censusmessages on solid waste vehicles, Reserve-A-Ride vans, street maintenance vehicles,and bus and light rail shelters. City staffalso created an on-line census media kitutilizing both Facebook and Twitter.

We are Committed to Making PhoenixBetter

The city’s Vision and Values statementscontinue to serve as a common source ofmotivation for city of Phoenix employees todo all that they can to make Phoenixbetter.

n We are dedicated to serving ourcustomers

n We value and respect diversity

n We work as a team

n We each do all we can

n We learn, change and improve

n We focus on results

n We work with integrity

n We make Phoenix better!

10

The city's Adaptive Reuse Program received a Valley Forward award for

streamlining the process of modifying older buildings for new business uses--

saving buildings from the landfill. America's Taco Shop, 2041 N. Seventh St., is

just one of the program's success stories.

The city continues to extend itsdiligence and care in providing exemplaryservice. In an expression of the Vision andValues statements of working together asa team and we each do all we can, ouremployee labor groups have shown theircommitment to Phoenix by agreeing towage and benefit concessions for the nexttwo years. This sacrifice allowed us torestore many of the programs and vitalservices important to our residents thatwere recommended for reduction duringthe budget process.

The following are more examples ofhow city employees have demonstratedtheir commitment to our Vision and Valuesstatements by going above and beyond toimprove the quality of life for Phoenixresidents.

n The Arizona City/County ManagementAssociation (ACMA) awarded formerDeputy City Manager CynthiaSeelhammer the Catherine F. ConnollyOutstanding Assistant City/ CountyManager Award. Ms. Seelhammer, whorecently retired, was recognized forexhibiting leadership traits thatresulted in enhanced service deliveryand for her commitment to professionaldevelopment through educationalachievement.

n The National Asian Pacific AmericanBar Association awarded ChiefPresiding Judge Roxanne Song Ongwith the Trailblazer Award, the group’shighest honor. Judge Song Ong wasselected for paving the way for theadvancement of Asian Pacific Americanattorneys and judges.

n The International Association of Chiefsof Police awarded its Civil Rights Awardto Public Safety Manager Jack Harris.Public Safety Manager Harris wasrecognized for his steadfast andcourageous efforts to protect civilrights while creating best practices forimmigration reform.

n The Arizona Prosecuting Attorneys’Advisory Council recognized F. TylerRich and Nathan Watts. Tyler wasawarded the Lifetime AchievementAward. This award honors an individualwho demonstrates outstandingaccomplishments and has madesignificant contributions to publicsafety and the administration of justice.Watts earned this year’s ArizonaMisdemeanor Prosecutor of the YearAward. The award also recognized hisprosecutorial advocacy in supportingand sharing knowledge withprosecutors statewide who facedsimilar motions. Watts helped 17 otherprosecutor’s offices and taught for theGovernor’s Office of Highway Safety.

n The United Latino Business Coalitionawarded its Government Advocate ofthe Year honor to Tony Hatcher of theFinance Department. He received theaward for his enduring strongrelationship in providing educationalresources and valuable information toMinority/Woman/Small BusinessEnterprise firms regarding potentialbusiness opportunities with the city ofPhoenix and other government entities.

11

Encanto Park was named one of the nation's '12 Best City Parks' because of its old-

fashioned, charming attractions including boat rentals. The park has provided

outdoor recreation for generations of Phoenicians.

City of Phoenix Excellence Awards

Each year, the city honors city employeesand employee teams for excellence. Theirefforts help to make Phoenix a morelivable city: n Merry Austin, a senior program

supervisor at the Deer Valley SeniorCenter, partnered with the center’ssenior association and raised $2,000 forthe center’s Fourth of July celebrationevent. She also raised other funds sothat kids could swim free at a city pooltwice during the summer. She hostedbingo games for youngsters and thensurprised each of them with schoolsupplies. She put the talents of thecenter’s participants to good use andhad them make items to sell at a craftshow. Austin established a “tip jar” atthe center and each month donated themoney to charity. She also joined witha neighborhood animal hospital toprovide pet food for pets of residents onthe center’s home delivered mealsprogram so their pets could eat as well.

n Brenda Nunez, program assistant forthe Equal Opportunity Department(EOD), recognized that an electronicdatabase in EOD’s Contract ComplianceSection was in need of upgrading. Thedatabase was used for creating reportsand monitoring city contracts withhundreds of companies owned byminorities, women, small anddisadvantaged businesses. Sheenrolled in an Access class to learnhow to redesign the database. Shedevoted more than 320 hours reviewingprogram data, designing data fields,testing functionality and producingnew forms for collecting information.Her hard work resulted in a new systemthat tracks goals and compliancetrends, expands reporting capability toinclude additional data and sendsnotices to contractors who are notmeeting program goals. In addition,the system provides timelyidentification of compliance-monitoringpriorities, including paymentdiscrepancies, dispute resolutions andscheduling of on-site visits.

n Glenn Beasley, a Reserve-A-Rideminibus operator for the HumanServices Department, sensedsomething was wrong when he knockedon the door at the home of a womanwho had requested transportationservices earlier that day. When no oneresponded, he listened intensely andheard the faint cries for help frominside. Beasley immediately contactedhis dispatcher, who summonedemergency help. When paramedicsarrived and got into the house, theydiscovered the woman had fallen fivedays earlier and was unable to get up.When found, she was severelydehydrated and had some minorinjuries. The woman lived alone andhad suffered from a brain aneurysm.She has since recovered and nowresides in an assisted living home.

12

Merry Austin (pictured on right), senior program supervisor at the Deer Valley

Senior Center, partnered with the center's senior association and raised funds for

their 4th of July celebration, school supplies for kids and other charitable

contributions.

The winning employee teams includedtwo groups whose efforts make Phoenix abetter place for its residents.

n “We value and respect diversity.” Thatcore value was put into practice withthe introduction of the city’s DomesticPartnership Registry. The registryallows unmarried same-sex couples oropposite-sex partners who live togetherto have visitation rights in Phoenixhospitals and other health-carefacilities. In December 2008, the CityCouncil approved an ordinancecreating the registry. Implementationinvolved staff from several citydepartments including Law, City Clerk,City Manager’s Office, Budget andResearch, Equal Opportunity, PublicInformation Office and Engineeringand Architectural Services. Months ofplanning and preparation converged onFeb. 9, 2009, when the DomesticPartnership Registry began registeringcouples at City Hall.

n Enforcing the city’s NeighborhoodPreservation and Zoning ordinances,Mobile and Street Vending regulations,Building Code, and Animal Ordinanceviolations can be a difficult task. The12-member Neighborhood ServicesDepartment Preservation DivisionSupervisory Team developed a qualitycontrol program that focused onconsistency, productivity, timeliness,accuracy documentation and customerservice. After managing the past fewyears to maintain its quality andservice levels despite a 57 percentincrease in new cases and no new fieldstaff, the team was hit by a staffreduction of 17 employees. Althoughthey were understaffed, the actionproduced exceptional results with thefield staff conducting 4,580 moreinspections then it had a year earlier.The average number of inspectionscompleted per day increased from 10 to12.5, and the cycle time for each caseimproved from 35 days to 34.

13

"We value and respect diversity." A core value put into practice with the city's

Domestic Partnership Registry. The registry allows unmarried same-sex couples or

opposite-sex partners who live together to have visitation rights in Phoenix

hospitals and health-care facilities. City staff from several departments were

recognized for their work on the project with an Employee Excellence Award.

n Janice Jacobo, operationssuperintendent in the AviationDepartment, submitted a suggestion topaint all airport terminal light rail andshuttle buses the same color, whichwould reduce the number of sparebuses needed by 60 percent. Thissuggestion would also require fewerbuses to be maintained, and give theAviation Department the flexibility toschedule any of the buses on variousroutes during seasonal and peakdemand periods. This idea wasimplemented at Sky HarborInternational Airport and has resultedin more than $2.4 million in savings.

n Mike Ziegler, principal engineeringtech in the Street TransportationDepartment, suggested using a CarbonFiber Reinforced Polymer material tostrengthen a bridge to meet loadcapacity standards. The idea wasimplemented on the 19th Avenue andGrand Canal Bridge and resulted inmore than $2.4 million in savings. Theproposals for a full replacement of thisbridge were already in progress, whichwould have cost over $3.6 million.Traffic restrictions to the communitywould have existed for up to 12 months.With approvals from SRP and thesurrounding community, Ziegler’s ideawas successfully completed in sixweeks. There are an additional 10 to15 bridges throughout the city wherethis method can be used in lieu of fullbridge replacement. This could resultin future savings of up to $45 million.The city of Phoenix has receivedconsiderable recognition for thisproject, and ultimately was recognizedin 2009 by the United States SenateCommittee on Commerce, Science andTransportation, for innovation in thePublic Service Sector.

14

Janice Jacobo, operations superintendent with the Aviation Department,

submitted a suggestion to paint all airport terminal, light rail and shuttle buses

the same color. Her idea was implemented at Phoenix Sky Harbor International

Airport and has resulted in savings of more than $2 million by reducing the size

of the bus fleet.

Employee Suggestions StreamlineOperations and Cut Costs

The Employee Suggestion Program, whichbegan in the mid-1950s, has saved millionsof dollars through direct cost savings andother productivity and cost-avoidanceimprovements. Employees can makeimprovement suggestions for any cityoperation, not just for their owndepartment. Some examples of employeesuggestions implemented in the 2009-10fiscal year:

n Gary Standard, parks foreman II in theParks and Recreation Department,suggested covering city signs withPlexiglas® to avoid replacing theentire signs when they have beendefaced. Standard’s recommendationhas the capacity to save the citythousands of dollars each year.

n Kevin Mosley, meal delivery aide in theHuman Services Department,suggested reducing the number ofdelivery days from five to four byoffering one frozen meal per week.Kevin’s suggestion is in place at oneSenior Center - saving city resourceswithout compromising the needs ofhome-bound residents.

The current economic climate requiresus to be even more reliable and resourcefulthan normal. As good stewards of cityresources and the public’s trust, we mustwork to eliminate the perception ofbureaucratic complacency and governmentwaste. As a result, the city managerformed the Innovation and EfficiencyTaskforce to ensure that we provideresidents with efficient and cost effectiveservices. Their mission is to develop andimplement innovative solutions that will

result in the most efficient delivery ofservices at the lowest cost. By workingwith all departments and all levels of staff,the taskforce will foster an environment ofinnovation and cost effective allocation ofcity resources. The taskforce’s goal is toidentify at least $10 million in savings forthe city’s General Fund.

As you can see, we work very hard toearn our reputation as a well-run city. Westrive to be leaders in our professions.Each day the core values of ourorganization – what we call our “Vision andValues” – are at the root of everything wedo.

15