KPI Examples

Performance management starts with figuring out what to measure.

Example KPIs for the Public Administration Industry

  • Economic Development
  • Amount of new retail square footage
  • Average number of business days before reported graffiti is removed
  • Cost per animal sterilized
  • Cost per person trained in workforce development
  • Cost per sheltered animal
  • Cost per youth placed in summer youth employment jobs
  • Development of county-wide infrastructure, land supply, and affordable housing plan within one year, plan implementation and schedule adherence thereafter
  • Dropout rate of high school students
  • Health and human services
  • Housing affordability index/percentage of households that can afford a median-priced home
  • Net loss of agricultural or environmentally sensitive areas
  • Number of affordable mortgages financed for eligible low and moderate income families
  • Number of childcare facilities in areas of need
  • Number of childcare facilities with national accreditation
  • Number of economic development inquiries received
  • Number of emerging technology projects
  • Number of existing and startup businesses and agencies trained by the city or county per year that remain in business after two years
  • Number of jobs created in the community from economic and community development projects
  • Number of loans to low and moderate income persons closed per year
  • Number of low-income infants, toddlers, and preschoolers participating in early childhood development services (versus waiting list)
  • Number of new assisted living units in public housing within two years
  • Number of new businesses related to incentives/coordinated efforts to promote growth in targeted industries
  • Number of new incubated businesses that survive at least two years
  • Number of special projects completed
  • Number of successful placements of training program participants in employment within three years
  • Number of volunteer hours
  • Number of youth participating in after-school / gap-time programming
  • Number of youths participating in employment and entrepreneurship programs within two years
  • Per capita income
  • Percentage annual increase in new dollars generated for economic development programs
  • Percentage increase in graduation rare
  • Percentage of businesses trained and subsequently receiving funding within two years
  • Percentage of children with insurance
  • Percentage of people with disabilities satisfied or very satisfied with service access within three years
  • Percentage of residents satisfied with community involvement process with economic development
  • Percentage of residents with increased access to primary and specialty medical care
  • Percentage of sheltered animals adopted
  • Percentage of youth with improved academic performance
  • Percentage increase in the number of affordable and special needs housing
  • Percentage of businesses satisfied or very satisfied with the city/county's business processes
  • Percentage of customers of the health and human services area satisfied or very satisfied with service delivery and customer care
  • Percentage of participants who report they learned something that will help them start a business
  • Percentage of survey respondents earning less than $25,000 per year that rate the city/county's health and human services as good or very good
  • Percentage of survey respondents that agree the city or county government effectively develops low-income/poor areas
  • Percentage of users of health and human services satisfied or very satisfied with transit access to health care
  • Reduced percentage rate of uninsured in the city/county
  • Sick leave hours used per 1,000 hours
  • Total infant mortality rate per 1,000 live births
  • Total mortality rate (all causes) per 100,000
  • Unemployment rate
  • Neighborhood and Unincorporated Area Municipal Services
  • Cost per document released
  • Net loss of agricultural designated lands outside the urban development boundary (UDB) or environmentally sensitive lands
  • Number of infill development and infill housing units and infill redevelopment projects per year (completed)
  • Number of renters assisted
  • Percentage of lease payments that will be on time
  • Percentage of tree canopy increase
  • Percentage of general/nuisance complaints responded to within 48 hours
  • Percentage of nuisance incidents remediated within predefined timeframes
  • Percentage of residents and businesses aware of critical knowledge factors of code compliance
  • Percentage of residents satisfied with information delivery systems
  • Percentage of roadways and rights-of-way cleaned and well maintained
  • Percentage of survey respondents that agree the city or county employees that helped them went the extra mile to get their issue heard and resolved
  • Percentage of survey respondents that rate flooding as a minor or major problem in their neighborhood
  • Percentage of survey respondents that rate the development and land use/zoning in their neighborhood as good or very good
  • Percentage of survey respondents that rate the drinking water quality and sewer service as good or very good
  • Percentage of survey respondents that rate the quality of roadways and road signs in city or county as good or very good
  • Percentage of survey respondents that were satisfied with their last contact with city or county personnel
  • Secret shopper rating for employee customer service
  • Total square feet of facilities
  • Public Safety
  • Average fire rescue response time from time dispatch receives life-threatening call from 911 and/ or percentage of total fire calls with a response time under eight minutes from call entry to arrival and/or emergency services average response time from public safety answering point (PSAP) to arrival
  • Cost per park safety enforcement action on park land
  • Development and implementation of a comprehensive plan for homeland security
  • Development of a comprehensive plan for homeland security
  • Increase in number of licensed pets over next three years
  • Increase number of public emergency shelters by 10% in three years
  • Number of abandoned vehicles investigated
  • Number of collisions related to pursuits
  • Number of first responders trained and equipped for an emergency event
  • Number of patrol hours in neighborhoods
  • Number of pedestrian/bicycle collisions per 100,000 population
  • Number of requests for special operations support
  • Number of service call responses annually
  • Percentage increase in number of volunteers over the next three years
  • Percentage increase in use of non-lethal technology over next three years
  • Percentage of citizens that state they feel safe in parks and recreation facilities
  • Percentage reduction in drug-related incidents
  • Percentage reduction in juvenile crime rates
  • Percentage reduction in non-emergency calls into the 911 system
  • Percentage of survey respondents who generally find police officers and traffic enforcement officers to be friendly and approachable safety services
  • Percentage of survey respondents that rate crime in their neighborhood as a minor or major problem
  • Percentage reduction in property loss rate
  • Police emergency average response time (minutes)
  • Rate of reinstitutionalization of offenders processed through the Juvenile Evaluation Center
  • Rate of traffic fatalities per 100,000 population
  • Recreation and Culture
  • Average cost per daily servicing acre
  • Average safety rating for pools
  • Cost per estimated arts center services participant hour
  • Cost per estimated museum participant hour
  • Cost per participant hour in senior services
  • Cost per public event
  • Increase in the number of collaborative programs and participants with educational institutions
  • Number of acres of natural areas restored and number of acres maintained
  • Number of adult sports teams
  • Number of attendees at recreational, cultural, and library facilities, programs and services
  • Number of cultural, recreational, and libraries collaboration projects per year
  • Number of cultural, recreational, and library programs available for the elderly and people with disabilities
  • Number of developed park acreage
  • Number of estimated arts center services participant hours
  • Number of estimated participant hours in after-school programs
  • Number of meals served to seniors
  • Number of public art contracts completed
  • Number of residents satisfied or very satisfied with availability of open or green spaces
  • Number of residents satisfied or very satisfied with availability of facilities within five years
  • Park acres per capita
  • Percentage of free programs offered
  • Percentage of library district residents within four miles (or 25 minutes) of a library
  • Percentage of organizations and artists satisfied or very satisfied with the city or county gram application process
  • Percentage of participants satisfied or very satisfied with availability of quality lifelong learning programs in three years
  • Percentage of survey respondents that rate the city or county's library services as good or very good
  • Percentage of survey respondents that rate the city or county's recreational and cultural activities as good or very good
  • Quality rating of residents and visitors for cultural, recreational, and library facilities and places
  • Recreation and culture dollars available through all sources of funding, including existing and new sources
  • Resident ratings of the appearance of recreational, cultural, and library facilities
  • Resident ratings of the range of parks and recreation activities
  • Total audience served through public events
  • Transportation
  • Achievement of all major milestones timelines in the city or county's transportation plan
  • Annual percentage change of parking operations expense
  • Average commute times to work in minutes
  • Average dollar value per central purchasing office purchase order
  • Average number of days between invoice date and date of check disbursement
  • Bond ratings
  • Calendar days from requisition to purchase order
  • Cost of government - Dollars per capita and per capita by category
  • Daily bus and rail boardings
  • Dollar amount of purchases made that meet sustainability guidelines
  • Dollar cost per accounts payable transaction
  • Enabling strategies - Budgets and finance
  • Implementation of 24-hour rail and bus operations
  • Improved national customer satisfaction ranking for the airport to one of the top 20-ranked airports within two years
  • Increase average work-trip vehicle occupancy from an estimated 1.1 passengers per vehicle to 1.15 passengers per vehicle
  • Increase in compliance with local tax collection by 5% over next five years
  • Increase in percentage of public transit trips taken
  • Increase in number of visitors to county transit websites
  • Increase the customer satisfaction ranking for the seaport by 1.5 percent by year x
  • National customer satisfaction ranking the airport among the top ten airports for passenger satisfaction by year x
  • Negotiated contract savings (dollars saved)
  • Net parking income/loss
  • Number (and percentage) of facilities meeting regulatory requirements
  • Number of audits and special projects completed
  • Number of parking tickets issued
  • Number of payment transactions processed for departments
  • Number of projects managed
  • Number of purchases made city/countywide by central purchasing office
  • Number of residents satisfied or very satisfied with the implementation of the city/county's transportation plan
  • Percentage of audit recommendations "concurred with" by management
  • Percentage of cash reserves
  • Percentage of strategic plans outcomes supported by business plans
  • Percentage of traffic signals synchronized and optimized
  • Percentage of vendor solicitations successfully awarded without delay due to rebids or protests
  • Percentage of community satisfied with value of city or county's services for tax dollars paid
  • Percentage of employees rating the city or county or state as a good place to work
  • Percentage of internal users satisfied with procurement timeliness quality, and overall service
  • Percentage of survey respondents that rate the cleanliness of buses and train cars as good or very good
  • Percentage of survey respondents that rate the congestion on the roadways in their neighborhood as a minor or major problem
  • Percentage of survey respondents that rate the convenience of the city or county bus routes as good or very good
  • Percentage of survey respondents that rate the ease of transportation to and from the airport and seaport as good or very good
  • Planned frequency of transit service during peak and non-peak hours
  • Rate of schedule adherence for bus and rail service
  • Receiving Government Finance Officers Association (GFOA) distinguished budget award
  • Total number of aviation passengers
  • Enabling Strategies Government Operations
  • Cost per page view on the city or county website
  • Dollars saved through IT investments
  • Electronic access to services and information, and percentage of survey respondents that agree that it is easy to find what they need or want on the city or county website
  • Fleet costs (acquisition, operating, resale value) within prescribed industry standards and percentage of department users satisfied with quality and timeliness of fleet management services
  • Increase number of employees rating the city or county as a good place to work
  • Number of page views on the city or county website per capita
  • Number of planned media events (includes news conferences)
  • One hundred percent of financial reports filed timely and accurately in compliance with the law
  • Percentage of city or county employees aware of their component of performance targets
  • Percentage of city or county employees aware of their importance to city or county’s values and priorities
  • Percentage of IT projects completed on time, within budget
  • Percentage of IT routine problems solved within 24 hours
  • Percentage of (facility) projects completed within budget and on time
  • Percentage of accuracy between votes cast and votes reported
  • Percentage of customers familiar with city or county sources of information
  • Percentage of internal customers and residents satisfied with aesthetics of city or county facilities
  • Percentage of residents with a positive image of city or county government
  • Percentage of users (residents, visitors, employees, etc.) satisfied with city or county services
  • Reduced staff turnover
  • Satisfaction ratings from service delivery departments
  • Value of corporate-initiated media coverage
  • Voter satisfaction with process

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