ICMA Insights TM Key Performance Indicators While the ICMA Insights program as a whole enables the tracking of more than 900 performance measures, a subset of these are used in pre-formatted reports and graphs. Within the Measure tier, the jurisdiction s data is presented with summary statistics on those KPIs for its population cohort and a list of the jurisdictions included in those calculations. Within Compare, preformatted graphs are available for those KPIs, with the option of filtering those graphs to display summary data by population cohort or by state, or detailed data for comparison jurisdictions of your choosing. For Explore, Analyze and Transform, while pre-formatted graphs display for these KPIs, participants may edit those or create new graphs based on any program data. Of the full list of 950+ measures, those key performance indicators are: Culture & Leisure Library Services 1. Number of registered borrowers 2. Library expenditures per capita a. Hard-copy materials acquisition expenditures per capita b. Online resources acquisition/subscription expenditures per capita c. E-materials acquisition expenditures per capita d. Total personnel and operations expenditures per capita 3. Total number of library FTEs per 1,000 population served a. Paid library FTEs per 1,000 b. Volunteer library FTEs per 1,000 4. Citizen rating of the public library 5. Library patron internet usage per computer terminal 6. Library Circulation a. Library circulation per capita b. Library circulation per registered borrower
7. Library visitation rates a. Library visitation per capita b. Library visitation per registered borrower Parks & Recreation 1. Total parks and recreation personnel and operations per capita 2. Total developed park acreage 3. Citizens rating of the quality of parks 4. Citizens rating of the recreational opportunities 5. Park maintenance expenditures per acre 6. Parks and recreation net revenue per capita, excluding golf 7. Park acres per 1,000 population Internal Services General Government 1. Average calendar days to 311/customer service/crm request resolution 1. Economic indicator percentages a. Individuals below poverty level b. Unemployment rate c. Vacant housing rate 2. General fund personnel and operations expenditures per capita 3. Sales and property taxes as a percentage of total revenues 4. Unallocated fund balance 5. Citizen rating of local government service quality 6. Impacts and structure of community engagement efforts 7. Homeless population 8. Peak seasonal/daytime population 9. Jurisdiction type (city/county/etc.) and location (urban, suburban, rural, etc.)
10. Median household income 11. Age and educational attainment of population 12. Jurisdiction Vacancy Rates a. Industrial vacancy rate b. Office vacancy rate c. Retail vacancy rate Human Resources 1. Average days for external recruitment, requisition to conclusion of interview a. Days for external recruitment, no testing required b. Days for external recruitment, testing required 2. Employee sick leave hours taken per work hour a. All employees sick leave hours per work hour b. Fire sick leave hours per work hour c. Police sick leave hours per work hour 3. Employee rating of overall human resources service quality 4. Number of FTEs jurisdiction-wide per 1,000 population 5. Turnover rates a. All full-time employees turnover rate b. Public safety turnover rate 6. Percentage of new full-time employees completing probationary period* Information Technology 1. IT personnel and operations expenditures per capita 2. IT expenditures per endpoint served 3. Average calendar days to 311/customer service/crm request resolution 4. Help desk requests resolved a. IT requests resolved w/in 4 work hours b. IT requests resolved w/in 8 work hours 5. Employee rating of overall IT service quality 6. Dollar value of government payments received electronically per capita
Procurement 1. Working days from requisition to purchase order a. Average days for formal construction purchase orders b. Average days for formal non-construction purchase orders 2. Dollar amount of jurisdiction purchases per central procurement FTE 3. Percentage of protests sustained 4. Dollar amount of purchases made via purchasing card/credit card as a percentage of all purchases Risk Management 1. Number of marked police vehicle accidents 2. Average calendar days, from liability claim receipt to claim closure a. Average days to close all liability claims b. Average days to close litigated liability claims 3. Police vehicle accidents per 100,000 miles driven 4. Workers compensation claims per 100 jurisdiction FTEs 5. Number of days lost to injury per 100 FTEs a. Sworn law enforcement days lost to injury per 100 FTEs b. Sworn fire/ems days lost to injury per 100 FTEs c. All departments: Days lost to injury per 100 FTEs Neighborhood Services Code enforcement 1. Average calendar days from code complaint to compliance a. Average days to voluntary compliance b. Average days to forced compliance 2. Total code cases available for resolution during the reporting period 3. Total code enforcement expenditures per capita 4. Total code enforcement cases per code enforcement FTE
5. Citizens rating of the degree to which code violations are a problem (Not a problem, Only a Small Problem, Somewhat a Problem, Major Problem) 6. Percentage of code cases resolved a. Percentage resolved by forced compliance b. Percentage resolved by voluntary compliance Permitting, Land Use, and Plan Review 1. Total development permits expenditures and revenues a. Permit personnel/operations expenditures b. Permit revenues 2. Total development inspections expenditures and revenues a. Inspection personnel/operations expenditures b. Inspection revenues 3. Development plan review expenditures and revenues a. Plan review personnel/operations expenditures b. Plan review revenues 4. Total number of building permits issued a. Residential permits b. Commercial permits c. Total permits issued online 5. Average calendar days from development permit application to issuance a. Average days to residential permits b. Average days to commercial permits 6. Total number of development inspections performed a. Residential inspections b. Commercial/industrial inspections 7. Average calendar days from request to development inspection a. Average days to residential inspection b. Average days to commercial inspection 8. Total number of plan reviews conducted, by type a. Development plans reviewed b. Administrative subdivision plans reviewed c. Platted subdivision plans reviewed
8. Citizen rating of the quality of permitting services Public Safety Fire & EMS Service 1. Total fire/ems personnel and operations expenditures per capita 2. Number of active volunteer paid-on-call firefighters 3. Sworn fire & EMS FTEs per 1,000 population 4. Emergency fire response times a. Percentage of fire response times 4 min or under dispatch to arrival b. Percentage of fire response times 8 min or under dispatch to arrival 5. EMS responses per capita a. Total BLS and ALS responses per capita b. Total EMS cardiac arrest patients per capita 6. Percentage of EMS cardiac patients with pulsatile rhythms upon delivery to a hospital 7. Citizen rating of fire service quality 8. Fires confined in residential 1-2 family buildings a. Residential 1-2 family fires confined to object/room b. Residential 1-2 family fires confined to floor/structure 9. Total residential fire incidents per 1,000 population 10. Citizen rating of EMS service quality Police Services 1. Police top priority calls a. Average time from police top priority call receipt to dispatch b. Average time from police top priority call dispatch to arrival on scene
2. UCR Crimes and Arrests a. Violent crimes reported per 1,000 population b. Property crimes reported per 1,000 population c. Part II drug arrests per 1,000 population 3. Citizen rating of safety in their neighborhood after dark (Very safe, Somewhat safe, Neither safe nor unsafe, Somewhat unsafe, Very unsafe) 4. Percent of dispatched police calls classified top priority 5. Sworn police FTEs per 1,000 population 6. Percentage of UCR part I crimes cleared a. Property crimes cleared b. Violent crimes cleared 7. Sworn police overtime expenditures as a percentage of total compensation 8. Total police expenditures per capita Public Works Facilities 1. Total square feet of all facilities maintained 2. Admin/office facilities expenditures a. Custodial admin/office facilities expenditures per square foot b. Repair admin/office facilities expenditures per square foot 3. Utility expenditures for all jurisdiction facilities a. Jurisdiction facility electricity expenditures per kwh b. Jurisdiction facility natural gas expenditures per 100 cubic feet (HCF) 4. Percent of jurisdictions implementing energy conservation strategies 5. Percent of jurisdiction performing energy retrofits since 2010 6. Employee rating of custodial cleaning service quality 7. Percentage of the kwh used by jurisdiction facilities that come from all renewable energy sources 8. Number of sustainable jurisdiction-owned buildings a. LEED certified buildings b. ENERGY STAR certified buildings c. Built to LEED/ENERGY STAR/local green building standards, not certified
Fleet Management 1. Total jurisdiction vehicle expenditures a. Scheduled vehicle preventative maintenance b. All other vehicle maintenance 2. Employee rating of the fleet service quality 3. Total preventive and other fleet maintenance expenditures per vehicle a. Light vehicle maintenance expenditures per vehicle b. Medium duty vehicle maintenance expenditures per vehicle c. Police vehicle maintenance expenditures per vehicle 4. Percentage of vehicles exceeding replacement criteria a. Light vehicles, percent exceeding replacement criteria b. Medium duty, percent vehicles exceeding replacement criteria c. Police vehicles, percent exceeding replacement criteria d. Fire apparatus, percent exceeding replacement criteria 5. Fleet expenditures per mile driven a. Light vehicle expenditures per mile driven b. Medium duty vehicle expenditures per mile driven c. Police vehicle expenditures per mile driven Highway and Road Maintenance 1. Paved road rehabilitation expenditures a. Paved road rehabilitation expenditures per capita b. Paved road rehabilitation expenditures per total paved lane miles 2. Paved lane miles assessed as satisfactory as a percent of miles assessed 3. Snow and ice control measures a. Snow and ice control hours paid b. Snow or freezing condition days 4. Citizen rating of street repair services
5. Sustainable transit operations and capital expenditures a. Public transit expenditures b. Bike path expenditures c. Paved sidewalk expenditures Solid Waste 1. Solid waste expenditures per account a. Refuse collection and disposal expenditures per account b. Recycling expenditures per account c. Yard waste program expenditures per account 2. Net recycling revenue per account 3. Residential tonnage per account a. Refuse tonnage per account b. Recycling tonnage per account c. Yard waste per account 4. Complaints of missed pickups per refuse account 5. Yard waste tons collected, by disposal method a. Yard waste, percent composted b. Yard waste, percent disposed at landfill c. Yard waste, percent disposed another way 6. Citizen rating of refuse collection service 7. Citizen rating of recycling service Social Services Housing 1. Total dollar value of rental assistance provided by the local government 2. New low-moderate income housing units needed per the most recent consolidated plan 3. Average calendar days from receipt of the full-rehabilitation application to completion of the project
4. Public housing occupancy rates a. Multi-family occupancy rate b. Senior properties occupancy rate 5. New low-moderate income housing units completed as a percentage of the units needed Obesity Prevention Youth 1. Percentage of jurisdictions with state/non-local policy applicable to jurisdiction food sales* 2. Percentage of jurisdictions with retailer incentives to offer healthier choices in underserved areas 1. Percentage of youth under supervision who are reoffenders 2. Percentage of juveniles who are the subjects of a case opened for investigation & substantiated 3. Subsidized childcare slots filled as a percentage of children eligible 4. Juvenile detention bed days over capacity as percentage of total bed days Sustainability 1. Residential utility usage a. Water in gallons b. Electricity in kwh c. Natural gas in HCF 2. Percentage of jurisdictions implementing sustainability policies Additional measures? If there is a service not shown above for which you would be interested in collecting data such as animal control, assessors, clerks, convention centers, courts, elections, prosecutors, or water utilities jurisdictions at the Explore tier or above also have the option of adding custom measures, either for internal or comparative purposes. Please contact performanceanalytics@icma.org for more information.