
Getting Started: A Peformance Measurement Handbook
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Content
- Intro
- Copyright
- Contents
- Professional Resources
- Getting started
- Why measure performance?
- What services do you provide? What's the demand?
- What's the difference between performance measurement and performance management?
- It sounds good, but what's all this going to cost us?
- How do I manage perceptions?
- How do I communicate performance data with my various audiences?
- What are project and task accounting?
- How are key stakeholders and policy issues identified?
- How should key goals and measures be selected?
- What types of measures are most meaningful?
- What's not meaningful?
- Do all departments need to be involved?
- What if a contractor provides the service?
- How often should we collect data?
- How do we get staff buy-in?
- How do we get elected official buy-in?
- How often should data be reported to elected officials?
- How do we determine whether we have the infrastructure and staffing level to collect the data successfully?
- What are the potential pitfalls in data collection?
- How do we keep the momentum going?
- Data in hand
- What should we do with the data once we've got it?
- Who should conduct the data analysis?
- What steps can help ensure the data's validity?
- How do we compare to others?
- Who are our comparison jurisdictions' customers?
- How do we set a benchmark?
- What about the private sector?
- What are stretch goals?
- Why set stretch goals?
- How have others reported their findings?
- What are performance dashboards or scorecards?
- What role can social media play in performance measurement?
- What about more dynamic, searchable data?
- Are elected officials and citizens potential partners in this effort?
- What if low-tech is all we can afford?
- Do we have too much data?
- Next steps
- How and when should we report performance data to the public?
- How do we link performance measures to strategic goals?
- How do we use the data in decision-making?
- What considerations should we keep in mind when weighing cuts?
- How can employees and the public be involved in those data-driven decisions too?
- Which local governments can we look to as resources?
- How might this process mesh with outside efforts to measure our performance?
- How do we build a culture of continuous improvement?
- Appendix: ICMA Center for Performance Measurement
- Don't Panic
- Queen Creek, AZ Recycling - Contractor Performance
- What Works
- Durham Strategic Plan
- Reno, Nevada - Performance Measurement Amnesty Program, 2001
- City of Phoenix, Arizona
- 2011-2012 Performance Agreement Budget & Management Analyst
- Performance Measurement Review Checklist and Instructions for Dmb Analysts When Reviewing Budgets
- Community Design
- COMPASS Performance Measure Details Report
- Operational Performance Report
- Statement of Purpose
- 2011 Key Results Dashboard
- "Maximizing Performance, Investments and Results"
- Office of Economic Development
- Excerpt from: Comparative Performance Measurement, FY 2006 Annual Data Report, ICMA, 2007
- Woodbury
- Overall Satisfaction With City Servicesby Major Category
- Public Works
- Exhibit 21 - Employee Evaluation
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