Benchmarking Local Government Services: Applying an Issue-Based Approach

Abstract

Conventional benchmarking methods that rely on pre-existing measures may not be best suited for many of the challenges confronting local service delivery. This paper introduces an issue-based benchmarking method and describes the six-stage cycle implemented by a benchmarking collaborative in the Chicagoland region. Each stage of the process is discussed to highlight the approaches and tools used to identify the most salient issues and relevant performance measures. In the final section, we reflect on the changes we made to the process and overall lessons learned that we believe will help others attempting to engage in similar benchmarking efforts.