Every local government strives for operational efficiency – but when resources are limited, it can be difficult to decide where to apply them in order to best meet the needs of your citizens. Faced with the challenges of fewer fiscal resources to meet ongoing needs for their communities, many municipalities across the nation are turning to data-driven decision making (DDDM) and performance measurement programs to achieve greater operational efficiency. Working together, both programs rely heavily on data to provide visibility on current resource usage and to ultimately guide decision making.

Performance Data Programs for Local Governments

The performance management trend, often dubbed PerformanceStat, began in the 90s with CitiStat in Baltimore. Today, these programs are utilized nationwide by municipalities of all sizes to measure the effectiveness of departments, programs and services. Usually data collection is spearheaded by department heads then reviewed collectively to determine if key performance indicators (KPIs) are being met. The goal of these programs, however, is not to just determine departmental effectiveness – and either assign praise or blame accordingly – but to innovate and find ways to improve areas where performance is lacking. This is where data-driven decision making takes over. Performance data can help municipalities better understand their operations and in turn make strategic decisions about changes in budget, policy and management.

The Role of Technology in Data-Driven Decision Making for Local Government

Developments in technology have dramatically changed how local governments operate. On the citizen side of the equation, email and websites make it easier than ever for residents to get in touch with local leaders and share their concerns. Video conferencing technology means citizens can attend public hearings without being physically present. And the increasing ubiquitousness of smart phones make citizen-sourced data easier than ever to crowdsource.

The technologies that governments across the nation utilize are also leading to a revolution in the collection and analysis of data, with two in particular leading the way: GIS and CRM.

GIS Technology

Geographic information system (GIS) technology allows local governments to use geographic location to provide a core dataset upon which additional layers of data can be built and analyzed. When datasets are developed according to a uniform city-wide standard, it becomes easy to combine data from different departments and even external stakeholders to better understand the impact of a decision.

Whereas GIS used to require heavy computing power in order to process, it is increasingly less complex to use, making it more affordable and more accessible for a variety of local government agencies. Thanks to other advancements in technology, its user interface is also more intuitive, making it easier for all to use.

CRM / 311 Systems

Another piece of technology that enhances the ability of local governments to collect and analyze data is a CRM or 311 system. CRM can stand for several different things, including constituent relationships management, citizen request management or citizen relationship management. Whatever name you prefer, CRM systems allow citizens to communicate more easily with government agencies, and for government agencies to more quickly and efficiently respond to citizen’s requests for information and service.

As a byproduct of their functionality, CRM / 311 systems generate an abundance of data for local government agencies to analyze and use in making informed decisions. For example, using a CRM system with GIS technology, a city might notice a disparity in the number of complaints and issues between different districts within the city. Using that information, they may reallocate staff and resources from a district with fewer issues to a district with higher levels of complaints in order to better use the existing resources to better meet their city’s needs.

Elevate Your City’s Data Capabilities

As a company founded by local government leaders, Comcate believes in better government for all – and that software has the ability to take us there. That’s why we developed an affordable, flexible CRM system for municipalities of all sizes. By streamlining the process for addressing citizen requests, our CRM / 311 system with GIS integration can help your city more efficiently serve its citizens while providing the data necessary for improved operational efficiency. With built-in reporting tools, it’s easy to organize and view the data by department, district or other filter for increased visibility on where the issues in your community are and how efficiently your programs are tackling them. Interested in learning more? Schedule a demo today by filling out the form below.

Schedule a Meeting with Comcate Today!

Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please fill out the form below or call us directly at (415) 632-1248.

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