City/County Managers: Keep Your Eyes on These 3 KPIs

Posted by Alannah Dragonetti on June 15, 2018
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You work tirelessly to manage your district, but is your process working for you? The answer lies within KPIs.

Used in organizations across a variety of industries, key performance indicators (KPIs) are quantifiable values that demonstrate how effectively objectives are met. In a local government administration, of course, the objective is to satisfy the requirements of state and federal law as well as the demands of constituents, all within a strict budget. City/county manager is not an easy job, but tracking these three KPIs can eliminate some of the guesswork.


City/County Managers: Keep Your Eyes on These 3 KPIs


1. Volume and Nature of Requests


Whether it is an application for a pet license or a request for government information, constituents call your departments to action each day. The volume and nature of these requests speak volumes (if we may) about what is important and accessible to the public.

Count the number of requests each department receives over a set number of months (6-12 should provide an accurate snapshot) and compare them. Note the timing of dips and spikes and consider which events they may coincide with.

While you’re at it, you may find it helpful to track the nature of the requests. For example, if most constituents contact the Clerk’s department asking for zoning information, you may want to consider publishing this data on GovPilot’s customizable geographic information system (GIS) map.


2. Process Timelines


GovPilot government softwareConstituents carry the expectation of instant gratification to interactions with local government. 


A growing reliance on smart phones, virtual assistants and other technology has created an expectation of instant gratification that constituents carry to interactions with government. This is why it is crucial to make measuring process timelines a top priority.

How many days does it typically take to process a constituent application from submission to completion? If the answer is longer than you’d like or varies depending on who is on shift, look into employing GovPilot’s digital forms. Forms sit on the client website, where they are available for constituents to complete 24/7. Upon submission, a custom automated workflow guides the form through the appropriate order of operations and chain of command for swift and efficient processing.

3. Frequency of Communication with Constituents


Last but not least, track the frequency of communication with residents. Quality over quantity is the way to go, which brings us to another benefit of GovPilot’s digital forms and automated workflows.


GovPilot government softwareWhen it comes to communication with constituents, quantity over quality is the way to go.


Submission of GovPilot digital forms cannot happen until client-designated form fields are filled, removing the time-consuming task of review and follow-up that often lengthens the processing time of illegibly or incorrectly completed applications.

GovPilot’s automated workflows trigger emails to constituents that provide status updates at key steps. Automated communication cuts the volume of calls and emails that frequently interrupt the flow of processing.

The volume and nature of constituent requests, the time it takes to complete routine processes and the frequency of communication with clients say so much about your management style. Measure these KPIs now and marvel at the GovPilot difference later.