Benchmarking for performance measurement

Ross Lamb

Abstract

The City of Marion has a contestability program based on benchmarking all its services. Each service unit, supported by the City of Marion Business Support Unit, identifies its customers, objectives and key performance indicators and exchanges information with public and private sector benchmarking partners. Data exchanges with partners provide a statistical base for reporting on a number of Key Performance Indicators in each of the categories of cost, quality and customer service. The benchmarking process provides each partner with a confidential report which ranks them against each other in each performance category. The City of Marion uses the benchmarking report to decide whether the internal service unit will be offered a service agreement; be required to re-engineer its processes to become competitive; or be required to compete in open tender against external service providers. City of Marion dog management is currently provided by a general inspection internal service unit which also provides paring control and other services. The outcome of the benchmarking process will determine how these services will be provided in the future.

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