What Should be Tracked in a Citizen Engagement Program? - Specific Types

Posted by Tim - 29 December, 2016

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citizen engagement software

“What we have is a data glut.” - Vernor Vinge

Determining the key measurements to be tracked in a citizen engagement program is an essential component of measuring the progress an organization is making towards accomplishing the objectives defined in the strategic plan.   The development of SMART goals will include a key result indicator (KRI) which is measured by various key performance indicators (KPIs).  Goals seek to improve how an organization is performing in various dimensions which support the overall mission and vision of the organization.  Selecting the best measurements to be tracked can be overwhelming given the vast amounts of data that can be collected in citizen engagement software.  Deciding upon the handful of KPIs that support a given KRI requires discipline and focus.  This article will define the main types of KPIs and provide a few specific examples to help you clearly define, “What Should be Tracked in a Citizen Engagement Program?"

Key Performance Indicator Types

Quantitative Indicator - 

  • can be presented with a number.

Qualitative Indicators

  • cannot be presented as a number.

Leading Indicators

  • can predict the outcome of a process

Lagging Indicators

  • present the success or failure post hoc

Process Indicators

  • represent the efficiency or the productivity of the process

Input Indicators

  • measure resources consumed during the generation of the outcome

Output Indicators

  • reflect the outcome or results of the process activities

Financial Indicators

  • used when looking at an operating index

Output Indicators

  • reflect the outcome or results of the process activities

Directional Indicators

  • specify whether or not an organization is getting better.

Citizen Engagement Specific Examples 

Total Number of New Requests

  • The total number of new requests indicates the volume of work required by staff for initial review and processing

Total Number of Requests by Type

  • The total number of requests by type indicates the specific areas for which citizen are actively engaged with the municipality.

Total Number of Comments by Responsible User

  • The total number of comments by responsible user indicates the level of engagement and interaction by the municipality towards the citizen.

Total Number of Comments by Citizen

  • The total number of comments by the citizen indicates the level of engagement and interaction by the citizen towards the municipality

Total Number of Resolved Request

  • The total number of resolved requests indicates the volume of issues which have moved from request to resolution.

Total Time to First Response

  • The total time from citizen submittal to acceptance by the municipality indicates the promptness by which requests are first acted upon.

Total Time to Completion

  • The total time from citizen submittal to resolution indicates the pace at which issues are resolved

“Things don’t have to change the world to be important.” - Steve Jobs

Now that you are familiar with the various types of KPIs and have been exposed to some specific examples, you are now ready to do the work of selecting the measurements that support your goals.  Many organizations have found that an investment in technology such as citizen engagement software is essential to automating the collection of data such as service requests, citizen comments, response times and completion times.  Having a software reporting system in place which can easily translate the collected data into useful measures and metrics will result in high levels of effectiveness and efficiency.  MyGov would enjoy the opportunity to learn more about you and help you to implement a solution for “What Should be Tracked in a citizen Engagement Program."

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