In 2000 Baltimore City in the US introduced a data driven performance management strategy called CitiStat. A Programme Director and a team were appointed. The timely response of city agencies to service requests was seen as the most important improvement the city could make and resolution-time targets for different service-request categories were set. By 2006 service request data was being obtained from a 311 phone system (when a resident has a problem that city government is supposed to solve,...

BPIR Categories

1.2.3 Identify new innovations that meet customer needs
6.4.2 Implement systems for managing the service
9.5.1 Develop performance management approach

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.

OR
X
X