The City of Durham wanted to develop a set of performance measures that were informed directly from citizen opinions. Durham staff selected street improvements because this service area is a top priority for the Durham City Council; citizens had already identified street maintenance as an important issue through a previous citizensurvey, and there was considerable existing data on street maintenance to work with.

Fountainworks led a multi-departmental team in gathering and analyzing citizen input via focus groups to develop a set of measures for its department.

This process included staff training to build capacity across the organization for further integrating citizen informed performance measures into budgeting and strategic plans.