Performance measurement (sometimes called “performance management”) is a method for evaluating how effectively public services are delivered. It involves continuous data collection and reporting on selected services or programs. Performance measures are typically expressed as numeric indicators, which show:

• What was accomplished and at what cost
• The value citizens receive for their tax dollars or user fees
• How efficiently services are performed
• Worker productivity, when applicable

Almost any public works service can be measured. Common activities suitable for performance measurement include:

Refuse Collection

• Number of refuse carts collected per day, week, month, or year
• Tons of refuse collected
• Cost per household for refuse collection
• Number of citizen complaints related to refuse collection

Brush and Leaf Collection

• Number of pickups per day, week, month, or year
• Cubic yards or tons collected
• Cost per household for collection
• Number of citizen complaints related to brush and leaf collection

Street Maintenance

• Miles of streets resurfaced
• Cost per mile resurfaced
• Number of potholes repaired
• Number of citizen complaints related to potholes
• Number of culverts cleaned
• Cost per culvert cleaned
• Miles of right-of-way mowed
• Cost per mile of mowing
• Miles of streets swept

Water Services

• Gallons of drinking water produced
• Gallons of drinking water sold
• Unaccounted-for water (water produced but unbilled)

By tracking these and other indicators, cities can identify areas for improvement, justify expenditures, and demonstrate accountability to the public.