How Effective Are Your Community Services?: Procedures for Performance Measurement

Accountability is core to high-performance government, efficient service delivery, and taxpayers' confidence in local government. In turn, performance measurement is key to accountability. Performance measurement is the subject of How Effective Are Your Community Services? This book highlights the practical steps necessary to select measures of service quality and use them efficiently. It enables you to assess whether you're doing the right things and how well you're doing them. How Effective Are Your Community Services? features seven areas of local government: •Solid waste services •Crime control •Fire protection •Parks and recreations services •Library services •Transportation services •Call managementIn each of these areas, the authors provide very specific measures and detailed procedures for using the measures-so that you and your staff derive the most benefit out of performance measurement. This newly revised edition builds on almost three decades of experience and process improvement. The authors combined input from managers in communities across the United States with expertise and examples from ICMA's Center for Performance Measurement (CPM) to produce the most comprehensive and practical guide to performance measurement available for local governments.