Return on investment (ROI) is a helpful tool for describing the relationship between the input of resources and the output of organization objectives.
In the case of public services for governments, this ratio is typically measured by the tax dollars put into a program divided by the total level of citizen satisfaction that the program delivers.
What metrics do governments use to measure ROI?
Citizen satisfaction can be a difficult objective to measure. Ultimately, it’s measured on voting day, by the reelection of local officials. But as Alistair Croll would say, this is a trailing metric — one that is not especially helpful for officials and city staff who are looking to understand current levels of satisfaction. To do this, city leaders need a leading metric that actually predicts success.
Many government leaders believe that the best metric is the total # of successful service experiences is the most helpful metric for public services. This has been an incredibly useful metric to measure citizen satisfaction. We have seen small cities and big cities, state agencies and even World Bank relief projects leverage this metric to implement change.
However, many local governments are not able to measure citizen satisfaction because they do not have a system in place to verify that each issue has a happy citizen on the other end. Without an automated system, it is often too expensive to confirm that your services are being received successfully.
How do governments measure ROI?
SeeClickFix helps cities to measure satisfaction by verifying that the citizens who care about an issue are satisfied by that issue’s resolution. When a citizen reports an issue via SeeClickFix they are automatically updated when changes are made to that issue. When the issue is closed, the citizen gets an update, asking them to verify that the concern has been resolved. Without this step, measures of satisfaction could not be accurate. This is really important.
Once you are able to verify the number of successful service experiences, measuring the ROI of citizen services is simple: divide the total cost of service delivery by the total number of successful service experiences.
SeeClickFix helps government to improve ROI by addressing both the numerator and the denominator: dramatically reducing the cost of each individual successful service experience by increasing the total number of service experiences and reducing the cost of each.
Service request management system like SeeClickFix reduce the cost service delivery in five ways:
- Reduce call volume
- Reduce time per call
- Improve data quality
- Reduce cost of communication
- Reduce cost of less information
- Engaging new demographic groups
- Encouraging self-service and multiplay engagement
- Implementing automated communication
- Connecting city departments directly
- Quote from Troy Schulte, Kansas City City Manager, at Code for America Summit