When governments take the initiative to determine how they are “measuring up” they help ensure that citizens are always getting the best possible service that their tax dollars can buy.
In his new book, Measuring Up: An evaluation toolkit for local governments management consultant Charles Bens provides a set of more than 30 surveys that can be used to help create an ongoing bottomline for the public sector. By paying close attention to “what matters,” says Bens, your municipality can work towards meeting or exceeding the expectations of its citizens.
Divided in six parts, the toolkit includes surveys for assessing community and planning; citizens and candidates; overall organization; decision making; personnel; as well as guidelines for using evaluation surveys.
Approx. 200 pages.
ISBN: 978-0-919779-63-1
Item 0061
Published in Canada by Municipal World Inc.
ABOUT THE AUTHOR
Charles K. Bens, M.A. has been a public sector researcher and consultant for over 35 years and has worked in 200 cities in the United States, Canada, Latin America, Western Europe and Eastern Europe. He has written six books and over 150 articles on topics ranging from performance measurement and business planning to workplace wellness and electing better politicians. His current client list includes a housing authority, a transit department, a county government and a fleet management operation. Bens is on the editorial board of the National Civic Review and teaches part time at Florida International University’s Institute of Local Government. His firm, Best Practice Consulting, operates out of Sarasota, Florida with occasional projects in Canada where he resided for 25 years.
TABLE OF CONTENTS
PART 1 COMMUNITY AND PLANNING
|
Tool 1.1 |
COMMUNITY ASSESSMENT |
1 |
|
Tool 1.2 |
STRATEGIC PLANNING NEEDS ASSESSMENT |
9 |
|
Tool 1.3 |
STRATEGIC PLANNING READINESS ASSESSMENT |
15 |
|
Tool 1.4 |
STRATEGIC PLANNING SUCCESS ASSESSMENT |
19 |
|
Tool 1.5 |
COMMUNITY ECONOMIC DEVELOPMENT ASSESSMENT |
23 |
|
Tool 1.6 |
BUSINESS PLAN ASSESSMENT |
27 |
PART 2 CITIZENS AND CANDIDATES
|
Tool 2.1 |
CITIZEN INVOLVEMENT |
37 |
|
Tool 2.2 |
INCUMBENT EVALUATION |
41 |
|
Tool 2.3 |
NEW CANDIDATE EVALUATION |
56 |
|
Tool 2.4 |
CITIZEN EVALUATION – What does it mean to be a good citizen? |
63 |
PART 3 ORGANIZATION
|
Tool 3.1 |
ORGANIZATIONAL ASSESSMENT |
75 |
|
Tool 3.2 |
COMPREHENSIVE ADMINISTRATIVE ASSESSMENT |
81 |
|
Tool 3.3 |
INTERNAL COMPETITION ASSESSMENT |
89 |
|
Tool 3.4 |
STAFF INVOLVEMENT ASSESSMENT |
93 |
|
Tool 3.5 |
MEETING ASSESSMENT – GENERAL |
97 |
|
Tool 3.6 |
MEETING ASSESSMENT – SPECIFIC |
103 |
|
Tool 3.7 |
CUSTOMER CULTURE ASSESSMENT |
107 |
|
Tool 3.8 |
INTERNAL CUSTOMER ASSESSMENT |
111 |
|
Tool 3.9 |
COMPETENCY ASSESSMENT |
115 |
PART 4 DECISION MAKING
|
Tool 4.1 |
PERFORMANCE MEASUREMENT READINESS RATING |
121 |
|
Tool 4.2 |
PERFORMANCE MEASUREMENT SUCCESS ASSESSMENT |
129 |
|
Tool 4.3 |
PRIORITY SETTING ASSESSMENT |
133 |
|
Tool 4.4 |
ALTERNATIVE SERVICE DELIVERY EVALUATION |
137 |
|
Tool 4.5 |
INFORMATION SYSTEM CHANGE MANAGEMENT ASSESSMENT |
143 |
PART 5 PERSONNEL
|
Tool 5.1 |
MANAGEMENT ASSESSMENT |
151 |
|
Tool 5.2 |
TEAM EFFECTIVENESS |
157 |
|
Tool 5.3 |
FACILITATION SKILLS ASSESSMENT |
163 |
|
Tool 5.4 |
360º APPRAISAL READINESS ASSESSMENT |
171 |
|
Tool 5.5 |
ACCOUNTABILITY ASSESSMENT |
175 |
|
Tool 5.6 |
EMPLOYEE MORALE ASSESSMENT |
179 |
|
Tool 5.7 |
PEER EVALUATION |
185 |
|
Tool 5.8 |
UPWARD FEEDBACK FOR SENIOR MANAGERS |
189 |
PART 6 USING EVALUATION SURVEYS
|
|
GUIDELINES |
197 |
