This book helps elected and appointed government officials and citizens assess and establish standards for the efficient and effective delivery of quality services. Actual benchmarks are provided for numerous services such as libraries, parks and recreation, public works, emergency medical services, courts, animal control, risk management and public transport.

Information Systems
Information systems

In most cities, information systems—sometimes called data processing—is an internal service operation. Its customers are other city departments rather than citizens. As those customers become increasingly reliant on a variety of automated systems for conducting their operations, they grow to expect quick and reliable service—and become increasingly impatient when speed and reliability are absent.


Many cities report precise performance statistics for their information systems operation. Among those examined for this volume, several reported system response times, response times for dealing with computing problems, statistics on system downtime, and performance records in meeting projected costs and timetables for various services.

System Response Time

Many cities tabulate system response times or declare their response targets, sometimes subdividing the statistics for local and remote transactions. Among the cities ...

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