Constituent Engagement Performance Management
Background: A mid-sized city wanted to improve its constituent engagement by increasing overall engagement, increasing engagement methods, and making sure engagement was equitable.
Process: The team worked with the City’s communications office to host a series of strategic planning workshops to identify roles and responsibilities and strategic priorities of the team. They also held performance sessions with the City’s Chief Data Officer to identify what data could be used and tracked to measure constituent engagement.
Solution: The team identified three key performance indicators to add and track through the City’s performance management program:
Increase social media engagement by 20%.
Achieve 90% survey satisfaction from constituents using Cityline (the City’s constituent complaint platform).
Improve equity of Cityline use by 20%.
Each KPI also had submetrics that are monitored and discussed during performance meetings.
Results: Constituent engagement is now one of four main components of the City’s performance management program. KPIs are tracked monthly and solutioning for process improvement is conducted around metrics that are not meeting their performance goals.