A perfect example of the usefulness of tracking studies for evaluating an organization’s current efforts and bringing direction to strategic planning.
The Challenge:
City managers needed a process to evaluate citizen perception of the performance of individual departments and areas of service over time and set measurable goals. The idea of understanding how the residents of a city view the specific services they receive is an innovative approach to assuring that programs are meeting the needs of constituents.
The Process:
We designed a tracking study to measure citizen satisfaction with core city services which provides yearly information to departments. We employ strict sampling and interviewing protocols to gather information from citizens across all city council districts.
The Outcome:
Results of the study are reported to the Mayor, City staff, Cabinet members and all department heads. As well, the data is incorporated into an annual public report that compares performance data compiled by the city’s departments. This comparison provides an effective check on the performance goals that are tracked internally by the City. The departments use the survey data to monitor their success over time and to determine future goals and directions.
- 10 Apr 2015
- Government/Civic Entities
