CITIZENGAUGE: RATING THE PERFORMANCE OF THE FRONTLINES OF GOVERNMENT
	Our focus group and telephone interview research revealed that the first experience the public has with a government agency (the frontline experience) is a major factor in the way the entire agency, and sometimes government itself, is judged. Five attributes were identified in order for people to say that they have had a successful encounter with a government agency. They are: Accessibility Courtesy Knowledgeability Timeliness Responsiveness In the following pages we are initiating and testing CitizenGauge, a way in which members of the public can report on and rate their frontline experiences so that outstanding public service can be recognized and areas of public service that need improvement can be addressed. We are testing this initiative in New York City, and demonstrating it to other places that are interested in adapting this approach to learn how the public judges their government performance. If you are interested in adapting CitizenGauge in your community, please email us at citizengauge@fcny.org. Here is an opportunity for you to help government work better for you   START NOW! The Fund’s Center on Municipal Government Performance is supported by grants from the Alfred P. Sloan Foundation.
For more information contact: Barbara J. Cohn, Director Center on Municipal Government Performance Fund for the City of New York 212.925.6675 info@fcny.org