Durham Strategic Plan Dashboard
Prosperity
Status Indicator: 
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Complete/Ongoing
Initiative: 4.32 Promote a culture of service among employees
Innovative & High Performing Organization
Description
A culture of service in local government is important because it is foundational to an organizational mindset and set of values that prioritize the needs and wellbeing of the community above all else. It entails a deep commitment among government employees to serve and support the residents they represent. This approach emphasizes responsiveness, accountability, and a genuine desire to address the public's concerns and deliver efficient and effective services.
Ultimately, a culture of service fosters a strong sense of community engagement, increases public trust in the City of Durham as an institution, and contributes to the overall prosperity of the City.
Key Measures & Data Analysis
Turnover rates peaked consistent with national trends in the years immediately following the pandemic. In FY25, the City implemented compensation changes based on the findings of a classification and compensation study, resulting in significant pay increases for most employees. These adjustments have strengthened both recruitment and retention efforts, resulting in lower turnover rates and lower vacancy rates.
Full-time Employee Turnover
Why is it important?
Promoting a culture of service among employees is beneficial in building trust with residents and among City employees. Approaching work with this mindset will enhance City employees' morale and desire to innovate, as well as promote effective customer service. A culture of service encourages City staff and leadership to remain transparent, adaptive, and committed to continuous improvement in delivering City services.
What have we been doing?
Staff have launched a Core Values Refresh — a structured, employee-driven process to revisit and renew the City's core values in a way that is authentic, inclusive, and grounded in how employees actually experience working for Durham.
Key activities include:
• Refining the Core Values Refresh Process through internal planning and presenting it to the Executive Team, who affirmed the approach on March 9, 2026.
• Designing a four-phase process: Listen & Learn → Co-Create → Validate & Refine → Launch & Live Values.
• Beginning the 'Listen and Learn' phase, gathering employee input on what values resonate with the workforce.
Spotlight: The Core Values launch is planned to coincide with the 2026 Employee Development Conference, maximizing visibility and engagement across the City.
What's next?
Work to co-create and launch renewed City core values will continue through the following activities:
• Director/AD Communication – Sharing the Core Values Refresh Process with Directors and Assistant Directors.
• Core Values Task Force – Launching a representative task force to guide the Co-Create phase.
• Listen and Learn Completion – Completing the first phase of employee input gathering and synthesis.
• Co-Create Phase – Beginning the collaborative development of renewed core values with employee input.
City Website Home Page: Durham, NC | Official Website (durhamnc.gov)
Budget Website Page: Budget & Management Services Department | Durham, NC (durhamnc.gov)
Budget and Management Services Department
Office of Performance and Innovation
Strategy and Performance Division