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Performance Measurement

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Need to Do More with Less? Learn How 311/CRM Technology Can Improve Service Delivery

Learn more about the benefits of 311/CRM technology and how these systems can help you improve customer service and better manage your day-to-day operations.

Strategies for Translating Facts into Useful Information

Leveraging Technology to Improve Performance, Value and Accountability in Government

Do We Need To Try Managing Local Governments in New Ways?

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Alliance for Innovation Management & Innovation Group

A group for Alliance for Innovation members to discuss management ...

6804 members

Indiana Municipal Management Association (IMMA)

The Indiana Municipal Management Association (IMMA) is non-profit, non-partisan organization ...

11 members

Process Improvement Practitioners

Focuses on how to create a culture of continuous process ...

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Questions & Answers

Performance Measures Construction Project Management

2 answers

Recent Documents

An Evaluation of the CitiStat Performance Measurement Program in Baltimore, ...

Report or Article | Alex Brown, E.J. Fagan, Derek Johnson, and Andrew Smith | 2010

3.0/5

City of Austin’s Analysis Made Simple

Award | 2009

Using the Balanced Scorecard to Improve the Performance of City ...

Report or Article | S. R. Vishwanath | 2009

Saco Information Center and Online Request System, City of Saco, ...

Case Study | Fleming, Shick and Stern, ICMA | 2009

Measuring the Results of Economic Stimulus Investments: Local Government Leading ...

Report or Article | David N. Ammons, Ph.D. | 2009

Topic Leaders

The following individuals have been identified as leaders in this area.

Snyder, Louise

Senior Management Associate, Center for Performance Measurement, ICMA
Wahiawa, HI

Lawson, Michael

Director, ICMA Center for Performance Measurement, ICMA
Washington, DC

People with Expertise

The following individuals have identified themselves as being knowledgeable in this area.

Brown, Alexander

Assistant Project Manager, Results Networks, ICMA
Washington, DC

O'Connell, Paul

Professor, Iona College, New Rochelle, NY

Rosen, Paul

Financial Systems Manager, County of Fulton
Atlanta, GA

Gloo, Donald

Senior Management Associate, Center for Performance Measurement, ICMA
Racine, WI

Mandel, Nick

Principal, New Mexico Public Strategy
Santa Fe, NM

Herbert, Michael

Performance Management Analyst, City of Lowell
Lowell, MA

Articles

Need to Do More with Less? Learn How 311/CRM Technology Can Improve Service Delivery

20 August 2010

Learn more about the benefits of 311/CRM technology and how these systems can help you improve customer service and better manage your day-to-day operations.

Strategies for Translating Facts into Useful Information

10 June 2010

Understanding how to evaluate and use data to show results is becoming an increasingly critical skill set for local managers.

Leveraging Technology to Improve Performance, Value and Accountability in Government

1 October 2009 | Fall 2009

Local governments are confronted with a deep and persistent recession, making for a difficult readjustment, including a wholesale change in how government does business. Fiscal shortfalls have caused a cascading effect by freezing access to capital, delaying expenditure, cutting services, and causing reductions in personnel. However, from out of all the doom and gloom some government agencies are finding ways to optimize government operations, deliver services more efficiently, engage citizens and ultimately do so with a focus on fiduciary responsibility. The 800 pound gorilla (recession) in the room will not go anywhere for some time, but it is up to government leadership to face the problem head on with innovative solutions that meet the challenge.

Do We Need To Try Managing Local Governments in New Ways?

1 October 2009 | Fall 2009

In order to improve something, you have to change it. In order to change something, you have to understand it. In order to understand something, you have to measure it.

Value, Accountability and the Use of Software to Manage Performance: The UK Experience

1 October 2009 | Fall 2009

Yes, we traversed the ocean blue to escape “the Monarchy” a couple hundred years ago, held a tea party in Boston and declared our independence; however, the United Kingdom (UK) does offer a beneficial and global perspective on the implementation of performance management (PM) to add value and accountability within US local government.

Using Citizen Surveys to Drive an Organization Towards Accountability & High Performance

1 October 2009 | Fall 2009

The International City/County Management Association (ICMA) recently announced that 52 local governments would receive certificates for their successes in performance measurement and management. Fourteen of the 52 were presented with Certificate of Excellence, the highest level of recognition from the ICMA Center for Performance Measurement (CPM) recognizing a commitment to tracking and reporting key outcome measures and surveying citizens. Input, output, and efficiency measures can be a highly successful performance management system that includes outcome measures, many of which can be gathered through a citizen survey.

Good Government Listens; Better Government Acts on What it Hears

1 October 2009 | Fall 2009

There remain a few local government managers out there who believe that they don’t have to ask residents what they think, to know what they think. This is not a nod to the credibility of ESP or a symptom of arrogance. It simply comes from hours and hours of unrequested customer feedback each week that results in the fantasy that squeaky residents represent the better oiled machinery of daily community life.

Glendale Police Department’s Strategic Approach to staffing

1 October 2009 | Fall 2009

Strategic staffing models are an integral factor when considering an organization’s performance. The Glendale Arizona Police Department shared an innovative staffing model that seeks to accurately determine the total number of officers needed to maintain public safety in light of changing neighborhoods and a growing population. A typical municipal general fund budget devotes 50% to 75% to public safety services. In this time of declining revenues, cities and towns must find new ways to maximize existing resources to ensure public safety without large cuts to other essential services. Glendale, a vibrant Arizona suburb of 253,152 people contains a renowned sports and entertainment district, an historic downtown, and the new University of Phoenix Stadium, home of the Arizona Cardinals.

The Role of Performance Management

1 October 2009 | Fall 2009

In one word: discipline. Performance measurement in the right management and governance context demands discipline on elected officials and public employees alike. Not just public employees or elected officials, but both—working in concert together.

ICMA Participates in Global City Indicators Program

6 January 2010

Based on its reputation in performance measurement and management, ICMA has been invited to sit on the advisory board for a global city indicators program.

Fort Collins, CO Completes First Annual Community Scorecard

8 April 2009

The City of Fort Collins, Colorado's first-ever Community Scorecard presents consolidated performance data and information that measures how well the City is doing in meeting its established goals.

ICMA Latin America Celebrates 10 Years in Mexico

10 September 2008

Learn how ICMA members have promoted professional management and its practices during the past 10 years in more than 200 Mexican municipalities.

Redwood City’s Senior Center Gains Rare National Accreditation

2 January 2008

Concurrent with its 25th Anniversary, Redwood City, CA's Veterans Memorial Senior Center recently celebrated its recognition as the first nationally-accredited senior center in San Mateo County, only the third center in California to reach this status, and just the 148th to be accredited out of the 15,000 senior centers across America. The senior center’s accreditation status is bestowed by the National Institute of Senior Centers (NISC) a unit of the National Council on the Aging.

Portsmouth, VA Going From Good to Great Through “PM Squared”

31 August 2007

The City of Portsmouth, VA (pop. 100,565) continues to demonstrate its commitment to the pursuit of excellence in public management. The city’s journey from “Good to Great” is expressed in two ongoing programs combined into one initiative called PM squared (PM2). The focus of PM2 is to leverage, validate, improve and expand the city’s existing tools into a “system of systems.”

DRIVE – The PWC Way!

1 March 2007

For the past decade, Prince William County, VA (pop. 348.548) has been on a journey towards high performance or what they call "The Prince William Way." For many organizations, both public and private, the hardest part of this journey is connecting the pay-for-performance system with strategic goals, agency missions, and performance measures.

The Value in Your Data

1 September 2005

Editorial by Trilogics Technologies, Inc. Data collection will be the most onerous component of your Asset Management program. The staff time and costs for data collection costs is a frequent problem that clients bring to Trilogics. Have you heard something like this from your staff? "We spend so much time collecting maintenance data that we don’t have time for actual maintenance." This article discusses why and how to tackle this problem, and reviews the benefits of a good strategy for data collection.

Continuous Improvement on Performance Measures

2 May 2005

Sunnyvale, CA (pop.131,800) can trace its involvement with performance measurement back to the 1970s. The city pioneered the development and use of output focused performance measures, which were incorporated into its operating budget.

Performance Measurement: Why Do It?

2 May 2005

By Greg Jones, Assistant City Manager for City of Chico, CA Measuring performance: why do it? A lot of governmental agencies measure performance by how few complaints they receive. That is the "silence is golden" approach to performance measurement. If residents aren’t complaining, then they must be performing. In these types of agencies, perhaps the more accurate diagnosis would be that their constituents, their customers, have given up trying to get good service, so they have fallen quiet.

Continuous Improvement on Performance Measures

2 May 2005

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Questions

Wayne Wright asked

3 days ago

Community appearance ratings

Does anyone know of a rating system for objecitvelly assessing ... View answers and respond

Housing Code Enforcement Performance Measurement Vacant Properties

1 Answers

0 Votes

Dorian Kachur asked

7 days ago

Performance Measures Request

I am seeking some good effectiveness and efficiency measures for ... View answers and respond

Response needed by Wednesday, September 8, 2010

Performance Measurement

3 Answers

0 Votes

Howard Risher asked

9 days ago

Group/Team Incentive Plans

I have been asked by the federal Office of the ... View answers and respond

Employee Awards and Recognition Management Performance Measurement

1 Answers

0 Votes

CARLOS LOBATO asked

27 days ago

Performance Measures Construction Project Management

Do any of you know or are aware of any ... View answers and respond

Performance Measurement

2 Answers

0 Votes

Ian Coyle asked

12 Jul 10

Management Compensation

Assessing some different methods of compensating management staff (unrepresented personnel, ... View answers and respond

Finance and Budgeting Pay for Performance Performance Measurement Personnel Policies

0 Answers

0 Votes

Leslie Beauregard asked

18 Jun 10

Performance Measures Review Team

The City of Charlottesville is in the process of finalizing ... View answers and respond

Balanced Scorecard Change Management Organizational Development Performance Measurement Strategic Planning

13 Answers

1 Votes

Donald Gloo asked

8 Jun 10

Performance Measures for CATV/Broadband Services

A local government in Colorado that is a provider of ... View answers and respond

CATV Performance Measurement

0 Answers

0 Votes

Roger Lockwood asked

1 Jun 10

Performance Measures for Fleet Organizations

The City of Edmonton Fleet Services Branch would like to ... View answers and respond

Performance Measurement

5 Answers

0 Votes

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Documents

Groups

6804 Members

4 Questions

4 Posts

Membership: Closed (Approval required to join)

Alliance for Innovation Management & Innovation Group

A group for Alliance for Innovation members to discuss management and innovation issues, strategies, practices and techniques. View group page

Innovation Management Performance Measurement

11 Members

1 Questions

7 Posts

Membership: Closed (Approval required to join)

Indiana Municipal Management Association (IMMA)

The Indiana Municipal Management Association (IMMA) is non-profit, non-partisan organization composed of professional local government managers. Funding is provided by annual dues paid by individual and corporate members. The organization is governed by a Board of Directors both elected and appointed and managed by an Executive Director provided ... View group page

Citizen Engagement Council-Manager Form of Government Customer Service and Satisfaction Economic Development Leadership Management Organizational Culture Performance Measurement Professional Development Service Delivery