Welcome
In every sector, there are few
key performance indicators that are understood by most stake
holders in that sector. Similarly, in the urban sector too there
have been a number of performance indicators related to urban
management and service delivery that have been defined, measured
and reported. It is therefore important that
the basic minimum standard set of performance parameters
are commonly understood and used by all stakeholders. Depending
on the specific need additional performance parameters can be
defined and used.
Measuring service levels of civic agencies implies measuring outcomes, and thereby indirectly also reflects on institutional capacity, financial performance and other parameters. Service level parameters can be measured either from a utility manager’s / planner’s perspective or from a citizen’s or consumer’s perspective. Further, to facilitate comparison between cities / service delivery jurisdictions, and changes in performance over time, it is important that the performance levels are benchmarked, and monitored against those benchmarks. Read More
Benchmark
Benchmarking is a management
technique that organizations use for regular monitoring and
reporting of various programmes, departments or work units.
It is concerned with not only how much is being done, but
also how efficiently, of what quality and to what effect. It
also serves as a tool for strategic decision making and long
range planning.
In context of urban local bodies, benchmarking can be defined as the process of determining how efficiently and effectively the concerned agencies are delivering the services. It provides an assessment of the quality of work the local body is doing and how successful; it has been in satisfying community needs and expectations. Concept of benchmarking is relatively new; it enables the performance measurement and also helps in understanding the lacunae in existing system. The relevance of benchmarking in urban local bodies lies in the fact that these organizations provide a wide array of public services to large populations and use large amount of resources. Read More
Background: As the 74th constitutional amendment brings about changes in the responsibilities of urban local bodies, decision makers have a growing need for information that clearly reflects the challenges faced by urban areas. Specific measures of service levels, efficiency and financial performance are essential for long term planning and investment that meets the needs of citizens and contributes to an improved quality of life.