Introduction and Scope | p. 1 |
Solid Waste Services | p. 7 |
Park and Recreation Services | p. 25 |
Library Services | p. 45 |
Crime Control | p. 57 |
Fire Protection | p. 81 |
Transportation Services | p. 97 |
Handling Citizen Complaints and Requests for Services and Information | p. 121 |
Trained Observer Rating Procedures | p. 143 |
Surveying Citizens | p. 153 |
Surveying the Business Community | p. 169 |
Measuring Local Government Efficiency | p. 175 |
Using Outcome Measurement Information | p. 185 |
Implementation Suggestions | p. 198 |
An Illustrative Questionnaire for a Multi-Service Household Survey | p. 203 |
An Illustrative Questionnaire for a Survey of Businesses | p. 217 |
Trained Observer Rating Procedures for Solid Waste Disposal Sites | p. 227 |
An Illustrative Questionnaire for a Household Park and Recreation Survey | p. 233 |
An Illustrative Questionnaire for an On-Site Park and Recreation Survey | p. 237 |
Trained Observer Rating Procedures for Park and Recreation Facilities | p. 239 |
An Illustrative Questionnaire for a Library User Survey | p. 249 |
An Illustrative Questionnaire for a Survey of Citizens Who Register Complaints or Request Services or Information | p. 251 |
Examples of Guidelines for Trained Observer Ratings | p. 255 |
Illustrative Guidelines for Contracting for Citizen Surveys | p. 263 |
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