Performance Measurement

Performance measurement involves collecting data in a systematic and objective manner to determine the efficiency and effectiveness of service delivery and program objectives. Performance of a specific service may be tracked over time to demonstrate improvement, or it may be benchmarked against levels of service provided in similar communities.

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Advice

Transportation Performance Measures that the Public Can Understand - Archived Webcast Year: 2005;

Local Government Innovations

	Monmouth County's Strategic Plan Year: 2009; Pages: 113.
	Motorcycle Paramedics Have a Need for Speed Year: 2008; Pages: 2.

Sample Government Documents

	Performance Management: When Results Matter Year: 2004; Pages: 14.
	Position Description: Director of Organizational Effectiveness Year: 2005; Pages: 3.
	A Guide to Results-Oriented Government and Performance Measurement Year: 2004; Pages: 63.
	Administrative Contract Quality Assessment Tool Year: 2004; Pages: 9.
	Service Efforts and Accomplishments Executive Summary Year: 2003; Pages: 12.

Reports and Articles

	Performance Analysis Where it Counts Year: 2009; Pages: 3.
	Philly311: The First 100 Days Year: 2009; Pages: 8.
	Centralized Call Centers: Serving Customers, Serving Local Governments Year: 2009; Pages: 8.
	Getting Your Share of the Obama Stimulus Plan: Ensuring Your Government Will Meet Demands for Accountability, Transparency, and Oversight Year: 2009; Pages: 4.
	High Tech and High Touch: Connecting Citizens with Local Government Year: 2008; Pages: 4.

Job Descriptions

Performance Optimization Manager Job Description Year: 2003;

Case Studies

	Saco Information Center and Online Request System, City of Saco, Maine Year: 2009; Pages: 8.
	Meaningful Performance Measurement: Westminster, Colorado, Case Study Year: 2005; Pages: 43.
	Managing for Results: Austin, Texas, Case Study Year: 2004; Pages: 40.
	Tracking Departmental Performance Year: 2004; Pages: 2.
	Investing in Results: San Jose, California, Case Study Year: 2003; Pages: 21.

Data Reports

City of Hartford (CT) 311 Data Reports Year: 2009; Pages: 21.

ICMA Publications About Performance Measurement

	Practical Steps to Successful 311/CRM Service Implementation   Get practical strategies to overcome common barriers to implementation of a 311/CRM service, plus lessons learned.
	What Elected Officials Need to Know About ... Emergency Management   This downloadable PDF chapter tells local officials what they what they need to know about the need for integrated emergency management and the activities involved.
	What Elected Officials Need to Know About ... Budgeting and Financial Management   This downloadable PDF chapter tells local officials what they need to know about the process of budgeting and financial management.
	What Elected Officials Need to Know About ... The Legal Foundations of Local Government   This downloadable PDF chapter tells local officials what they need to know about the sources and the limits of local government power
	Customer Service and 311/CRM Technology in Local Government: Lessons on Connecting with Citizens   This final report of ICMA’s National Study of 311 serves as a valuable reference manual for local governments considering the implementation of a centralized customer service system. FREE Download. Or pay fee for S/H for printed copy.

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