360 Performance Program FAQ's
What are performance measures?
Performance measures have been used for a number of years in municipal governments to track and quantify what we do. Read more here.
Why report on performance?
“I’ve learned it’s true what they say: 'You can’t run government like a business.’ I agree – in business it’s dog eat dog and in government it’s the other way around.” – Mayor Michael Bloomberg, New York City
The City is a public agency. Every resident, business owner, and visitor to this community is a stakeholder in our “company.” More than any other industry, government owes it to its customers – its stakeholders – to report on the value of services. In order to report value, we have assess our performance, and in order to assess our performance, we have to measure it.
What’s the result of measuring performance?
Performance measures get us where we need to be by asking the right questions. Performance measures help us understand if and how we’re meeting our customers’ needs and expectations.
Why 360?
Thanks to a grant from the National Center for Civic Innovation, Derby is on the cutting edge of the performance movement. Read more here.
What was the 360 process for developing performance measures?
In July and August of 2007, Derby hosted two open houses, collected data from respondents to a community-wide survey, conducted eight stakeholder focus groups, and held department work sessions with each City department to gather input on city services from residents, businesses, elected officials, and city staff. Read more here.
How does the City track 360 performance measures?
The 360 performance measures require a variety of methods to track performance standards, including “mystery shoppers,” citizen/customer surveys, and data-driven self-tracking (combined with random sample audits).
What does a 360 performance measure look like?
Click here for an example of 360 performance measures for a city department.
How will the 360 data be used?
The ultimate result of the 360 Performance Program is an Annual Performance Report. Beginning in October 2008, the city will publish a reader-friendly, narrative discussion of the City’s performance throughout the past year. It will be a candid look at performance, based in data but translated into an attractive, approachable narrative.
This is meant to be a living document, available not only throughout the community and online but also incorporated into all city communications.
In addition to providing the City with performance measures, the 360 Performance Program will also continue to be crucial to Derby in its strategic planning and budgetary processes.
Questions or comments? Please email webmaster@derbyweb.com.
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