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

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