The performance measurement process typically involves three phases. For complex programs, all steps are usually applied. For smaller, narrowly defined programs, some steps may be optional. These steps do not always occur sequentially.

Pre-Performance Measurement Phase

This phase lays the foundation for measuring performance:

1. Identify the program or service – Clearly state the program or service to be measured.
   Example: The City of [Your City] Sanitation Department.
2. Identify the vision, mission, or objective – Define what the program aims to achieve. Example: To provide residents of [Your City] with timely, cost-effective household refuse collection.
3. Identify program activities – List the key services or activities involved in delivering the program. Examples: Provide once-per-week curbside collection of household refuse; Ensure carts are left upright and undamaged; Keep automated trucks in good operating condition; Operate with one-person crews per truck.
4. Determine program targets – Define criteria to measure success. Examples: Provide service without overtime; Reduce customer complaints about carts by 10 percent; Keep equipment operational 85% of the workweek (34 out of 40 hours).

Performance Measurement Phase

This phase focuses on the resources used and the results achieved:

1. Determine program inputs – Identify the resources required to operate the program. Example: $850,000 budget, two crews, two automated loaders.
2. Determine program outputs – Measure the quantity of service delivered. Example: 6,500 households served.
3. Determine program efficiency measures – Assess the cost and effectiveness of the service. Example: Cost per ton of refuse collected; cost per household; cost per 1,000 residents; number of customer complaints related to cart damage; percentage of time each truck is out of service.

Performance Measurement Reporting Phase

Reporting is critical to success. Results should be communicated:

• Internally – To staff for feedback and improvement
• Upward – To city management and elected officials for oversight
• Outward – To the public for transparency and accountability

The information gained from performance measurement should guide management decisions. It can help determine:

• Which services to deliver
• How to prioritize activities
• How to allocate resources effectively
• How to reward staff for performance

Additional Resources
For those who want to know more, there are many resources on performance measurement. An MTAS consultant would be happy to provide technical assistance to your department. A few informational sources are listed below. Other resources are available on the Internet.

• The American Public Works Association. See www.apwa.net.
• The International City/County Management Association. See www.icma.org.
• David N. Ammons, Municipal Benchmarks, 2nd Ed., Sage Publications, Thousand Oaks, London, New Delhi, 2001.