The Center's 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. People are very clear about what they expect from all city agencies and employees: accessibility, courtesy, knowledge, timeliness, and responsiveness. The Center is introducing 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. This initiative demonstrates how CitizenGauge will work in New York City. However, CitizenGauge may be applied to other places and to specific agencies alone. If you are interested in adapting CitizenGauge, please email us at citizengauge@fcny.org. CitizenGauge Example Center on Government Performance Listening to the Public: Focus Group Research ComNETsm ComNET2Go Street Smoothness CitizenGauge U.S. – Canada Government Trailblazer Programs Reports and Publications

The Center on Government Performance operates Trailblazer Programs, which encourage governments to involve the public in their performance measurement and reporting process and produce more accessible and engaging reports. Participants are part of a growing cadre of governments and government managers who are helping to advance the innovations in citizen-informed performance measurement and reporting. They share their experiences and ideas and support one another in this trailblazing work through a dedicated listserv, regular reporting on progress and participating in lively, interactive national meetings. Successful participants receive national recognition for their work, are identified as innovators and trailblazers in performance measurement and reporting. Click here for more information about the GOVERNMENT TRAILBLAZER PROGRAM Center on Government Performance Listening to the Public: Focus Group Research ComNETsm ComNET2Go Street Smoothness CitizenGauge U.S. – Canada Government Trailblazer Programs Reports and Publications

"When Governments Listen: Moving Toward Publicly Engaged Governing" "Listening to the Public: Adding the Voices of the People to Government Performance Measurement and Reporting" National Civic Review Special Issue: "Engaging the Public in Local Government Performance Measurement and Reporting" TIPS for Conducting FOCUS GROUPS to Develop Government Performance Measures and Reports TIPS for Conducting CITIZEN SURVEYS to Develop Government Performance Measures and Reports How Smooth are New York City Streets? (1998) How Smooth are New York City Streets? (2001) Center on Government Performance Listening to the Public: Focus Group Research ComNETsm ComNET2Go Street Smoothness CitizenGauge U.S. – Canada Government Trailblazer Programs Reports and Publications When Governments Listen Listening to the Public TIPS for Conducting Focus Groups and Citizen Surveys National Civic Review