To ensure everyone understands and communicates consistently about a performance measurement program, it is important to define key terms:

Inputs – The resources the department or municipality uses to provide services. Examples include:

• Number of staff
• Budget allocation
• Number of garbage trucks or other equipment

Outputs – The quantity of service delivered. Examples include:

• Tons of garbage collected
• Number of potholes repaired
• Miles of streets resurfaced

Outcomes – Measures that indicate how well objectives are achieved. Outcome measures reflect the quality or effectiveness of a service. Examples include:

• Response time for fire engines to arrive on scene after notification
• Percentage of city streets passable 24 hours after a major snowstorm
• Cleanliness rating of city streets following street sweeping

Efficiency – A measure of the resources required to achieve a specific outcome. Examples include:

• Cost per mile to pave a residential street
• Cost per ton of garbage collected
• Cost per linear foot of water line installed

Program Target or Goal – A statement of the desired level of performance the department aims to achieve. Examples include:

• Reduce on-the-job injuries by 10% in the next fiscal year
• Increase garbage collected per crew by 15% in the next fiscal year