Municipal Services

Gilbert Publishes Town’s First Benchmark Report

Report identifies key performance metrics; promotes transparency and opportunities for increased efficiency

Gilbert Benchmark

The town of Gilbert is pleased to present its first benchmark report, which is available online at Created as a component of the town’s performance management strategy, the report includes 83 measures across 17 departments, utilizing a total of 33 benchmarks in 15 states. Ten Arizona communities are listed as benchmarks.

Navigating the Report
Page 11 provides a map of the benchmark communities in each state; pages 12-15 include a matrix of the benchmarks and departments, as well as some high-level comparative data, such as median home value and per capita income. Department benchmarks begin on page 17.

Benchmark Uses and Benefit to Citizens
Benchmarks provide greater context to municipal operations and are a valuable tool in gauging performance. They allow a city or town to look outside its four walls to examine how it compares to other municipalities of similar size and function. Similarly, benchmarks offer citizens perspective on the various services their city or town provides. For example: How many acres of developed parks are in each community? What are average response times for fire and emergency services? How do local sales tax rates compare? What would an average monthly water bill cost?

These measures and many more are included in the report.

For the town of Gilbert, benchmarks were also designed to identify not only where the town is excelling, but also where the organization might look to incorporate demonstrated successes and process improvements that other organizations have explored.

As other cities and towns explore similar efforts, each will be able to share data and compare operations – all with the ultimate goal of determining the services and offerings that are best fit for each community. To that end, the town of Gilbert is a member of the Valley Benchmarking Cities group through the Alliance for Innovation and ASU, a group comprised of several Phoenix metropolitan area cities that meet monthly to share and discuss performance metric data. The member cities have been a tremendous help in sharing data and providing feedback on the Gilbert report. The town looks forward to continuing its work with this group.

Through these and other efforts, the town of Gilbert’s performance management strategy drives the organization to continually seek new opportunities to improve the efficiency and effectiveness of services.

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