|
ROLE 5: Assist Elected Officials or Citizens
Practice 5d. Engage citizens: Engage citizens in determining performance goals, objectives, or measures.
Kansas City, Missouri, City Auditor [Profile]
In addition to commissioning citizen and business surveys (see Practice 3b. Collect data), in which respondents were asked to select priority services and issues for future emphasis as well as rate their satisfaction with services and perceptions of community conditions, the City Auditor’s Office has involved relatively small numbers of citizens in matters related to performance management. In 2001, the City Auditor’s Office conducted four business focus groups in which a total of 34 business owners and managers attended to talk about their service performance concerns in depth. Participants identified specific aspects of each service discussed that most affected their overall satisfaction, and the relative importance of each aspect they identified. For the Fiscal 2001 City Services Performance Report (see Practice 5b. Report performance), the City Auditor convened a nine-person City Services Performance Report Advisory Panel to help select performance measures to report. The panel had two city management staff with a good working knowledge of citizen concerns and city development issues, and seven community representatives from different parts of Kansas City, representing a local foundation, university public affairs programs, community development or neighborhood associations, and a former president of the Board of Police Commissioners. Of the many possible measures that could be reported, the advisory panel was asked to identify measures that particularly focus on community conditions and service outcomes. As part of the fieldwork for the City Services Performance Report for Fiscal Year 2005, the Auditor’s Office once again contacted members of the advisory panel to ask if they still consider the original performance measures relevant. They did not advocate any changes in the measures.
Reports:
|
