CORE Facility Inspection Program

The Customers Observing and Reporting Experience (CORE) program is an inspection program that rates facility conditions and customer service at over 300 of the City’s walk-in service centers.  Street Condition Observation Unit (SCOUT) inspectors arrive unannounced at service centers, conduct observations and rate 11 physical conditions and four customer service elements.  Using specific criteria, inspectors rate each condition Excellent, Good, Fair or Poor.  Agencies receive scores for Cleaning & Maintenance, Facility Operations and an Overall score combining the first two.

Rating Scale

CORE uses a four point scale to rate observations assigning a set number of points to each rating:

  • Excellent = 100
  • Good = 66
  • Fair = 33
  • Poor = 0

 


An empty facility awaiting inspection

CORE Performance Report - Five Year Trends

Total Sites Visited

Total # of Sites Visited by Year
20102011201220132014201520162017

307

297

283

312

308

309

64

291

 

Citywide Scores
20102011201220132014201520162017
Cleaning & Maintenance

84

87

85

89

92

92

95

95

Operations

82

83

82

87

92

93

96

97

Overall Score

83

83

84

84

84

93

95

96

 

Sites with Perfect Scores

CORE Sites with Perfect Scores
20102011201220132014201520162017

7

18

18

50

59

64

9

82

CORE Questions

Customer Service/Language Access

  • Are security guards professional, accessible, and knowledgeable?
  • Is the queuing process timely and efficient?
  • Are the front-line staff personnel professional, accessible, and knowledgeable?
  • Is the facility accessible for Limited English Proficient customers?

Cleaning & Maintenance

  • Is the facility signage in good condition?
  • Is the lighting sufficient and in good condition?
  • Is the floor or carpeting clean and in good condition?
  • Are the walls cleans and in good condition?
  • Are the windows clean and in good condition?
  • Is the ceiling clean and in good condition?
  • Are the restrooms clean and in good condition?
  • Is there sufficient seating for customers?
  • Is the seating clean and in good condition?
  • Was there graffiti present? If so, what is the size and prominence?
  • Is there any litter or trash present in the facility?

2017 CORE Agency Results