Customer Development of Effective Performance Indicators in Local and State Level Public Administration

As communities demand more transparency and involvement in community affairs, local public administrators and government authorities are seeking new ways to meet those needs. A fundamental way to bridge community needs with authority''s actions is through the customer-oriented development of Performance Indicators (PI). However, this is often not a core focal point and as a result, performance indicators are often output and not impact focused, and thus can lack relevance and utility.