Support Services

These are sample performance indicators and descriptors for support services.

These are only sample indicators and descriptors for the support services area. The entire Center for Performance Measurement Program includes several hundred indicators and descriptors.

Purchasing

Area Descriptors

  • Organizational structure used for performing the purchasing function
  • Percent of purchasing volume (in dollars) awarded to minority/women operated businesses

Indicators

  • The amount recovered from the sale of surplus property during the last fiscal year
  • Total purchase dollar per FTE purchasing employee. (Including construction if through purchasing)
  • Average number of days from receipt of purchase requisition from user dept to date purchase order issued for purchases under the informal bid amount (e.g. purchases not requiring formal or advertised bid)
  • Average number of days from receipt of purchase requisition from user department to date purchase order issued for purchases exceeding formal bid amount
  • Percent protests filed that were sustained
  • Percent of customers rating their purchasing experiences as "good" or "excellent" (rather than "fair" or "poor")

Human Resources

Area Descriptors

  • What are key functions performed by human resources dept
  • Number of unions and % employees covered by union
  • Benefits as a percent of total salaries and wages

Indicators

  • Percent of nonmanagement employees reporting satisfaction with human resources services
  • Percent of management employees reporting satisfaction with human resources services
  • Employee turnover rate
  • Number of grievances per 100 FTEs
  • Percent of grievances resolved before passing from management control

    Average number of calendar days to complete an external competitive recruitment and selection process
  • Average number of calendar days to complete an internal competitive recruitment and selection process
  • Sick leave utilization rate
  • Ratio of employees in human resources dept to total work force of jurisdiction

Facilities Management

Area Descriptors

  • Primary dept responsible for facilities maintenance
  • Total square feet of facilities owned or leased by type of structure
  • Major facilities and square footage

Indicators

  • Total direct operating and maintenance cost per square foot of all maintained facilities, excluding areas outside of structure
  • Custodial cost per square foot
  • Percent of facility users that rate the quality of these two areas as excellent or good, rather than poor or fair
  • Ratio of emergency repair hours to total maintenance or repair hours
  • Ratio of total hours on preventive maintenance to total maintenance or repair hours
  • Average response time to emergency repairs

Fleet Management

Area Descriptors

  • Are fleet repairs done in a Centralized/Decentralized/Combination arrangement?
  • Size of fleet by category
  • Average age by category
  • Average mileage by category
  • Number of FTE in fleet management
  • Vehicle replacement criteria

Indicators

  • Percent of fleet available for use by operating personnel, broken down by service area
  • Percent of fleet which by the end of the year exceeds your jurisdiction's replacement criteria
  • Percent of customers reporting satisfaction with the fleet maintenance service
  • Operating cost per mile
  • Fuel cost per mile, by vehicle type
  • Has your jurisdiction developed a policy regarding use of alternative fueled vehicle?
  • By category, indicate number of vehicles in your fleet that use alternative fueled vehicles

Information Technology

Area Descriptors

  • Is the Information Technology function centralized, decentralized or a combination?

Indicators

  • Number of Help Desk calls received during reporting period by an established help desk for computing /network requests
  • Percent of  Help Desk calls resolved within certain time periods
  • IT operating/maintenance expenditures per workstation
  • Ratio of intelligent workstations to FTEs
  • Ratio of dumb terminals to FTEs
  • Problem resolution/repair for radio systems/voice systems
  • Percent of jurisdiction operating budget (not capital budget) allocated to information technology
  • Help desk calls resolved at time of call
  • Percent of users who rate services of each of the systems as good or excellent rather than fair or poor

Risk Management

Area Descriptors

  • Use of third part administrators and types of liability
  • Special risk exposures of jurisdiction
  • Insurance deductibles by liability type
  • Number of FTE risk management staff $ amount of property at risk

Indicators

  • Number of calendar days from receipt of claim to claim closure
  • Number of accidents and expenditures for specific vehicle types and miles driven
  • Total property loss, premium, and other expenditures per $1,000 of property at risk
  • Number of worker’s compensation claims per 1000 jurisdiction employees