Seeking Community Input on the City's Performance Management System

Mayor-elect Warren will be implementing a performance management system designed to measure and report on how well each department is delivering critical programs and services. We asked our group to identify ways in which residents could contribute to the process of determining what to measure and provide input in the measurement process. The group proposed that we:

• Conduct customer satisfaction surveys, possibly web based, after a job is completed
• Use the census/city survey better and convey to the population how the survey information would be important in measuring city services
• Make sure that performance data is used to drive statistical accountability and improved efficiency, not just collected and filed
• Ensure that there is a way to get things done by calling city hall without having to call Aldermen
• Have an office of constituent services
• Publicly report our measured performances frequently
• Ask citizens to report how city services are being conducted in their areas
• Have a village or ward contact person for problems
• Communicate better throughout the complaint intake process. People wanted 1)Receipt -acknowledging that the complaint was received, 2)Reply - giving a personalized answer with info about how and when complaint will be addressed and 3)Response - taking action
• Give the residents input on to what gets measured (what matters) – perhaps create a task force of citizens to work with department heads