Client
City of Durham
Year
2017 – present
Services
Strategy

Challenge

Develop a set of performance measures informed directly by citizen input.

Approach

After City of Durham staff selected street improvements as an area of focus, Fountainworks led a multi-departmental team in gathering and analyzing citizen input via focus groups to develop a set of measures for the department. This process also included staff training in performance measurement to improve future work.

Result

Citizen input was directly integrated into how the City measures success. The City’s work with Fountainworks also helped build capacity across the organization for further integrating citizen informed performance measures into budgeting and strategic plans.