Process

The Memo:

In preparation for each meeting, a CitiStat analyst prepares an 8 to 12-page memo for the Mayor and her cabinet. Memos primarily consist of data analysis, field research, and interviews with residents and city supervisors. The resulting summaries, charts, tables, images and maps become the backbone of the meeting's discussion. Excerpts of recent memos to the Mayor are available on the Participating Agencies pages, under the tab above.

Data:

Analysts regularly look at two sets of data - the CitiStat Template and the CitiTrack Report.

CitiStat Template:

The Template is an agreed upon set of metrics by which the Agency is measured. For example, one metric for the Department of Transportation is the number of parking citations issued. Every two weeks current performance is compared to past performance. Prior to CitiStat, such comparisons were done only on a quarterly or even annual basis.

CitiTrack Report:

Baltimore has a non-emergency service request line - 311. Each Service Request (SR) is tracked from the moment it is reported until it is completed. For example, a citizen may report an out streetlight by calling 311 and providing an approximate address for the light pole. Once the SR is created, the City has committed to fixing the light within 4 days. There are hundreds of SRs that citizens may request, each with its own resolution time. CitiStat seeks to ensure that each SR is completed in a timely, competent, and efficient manner.

Visual Evidence:

Every CitiStat analyst is issued a digital camera - a very powerful tool if you want show that trash was left behind on a route or that a job site was not cleaned properly. The CitiStat Team has a full-time investigator and each of the analysts spend a significant amount of their time in the field as well.

Follow-Up:

After each meeting the Agency receives a one-page follow-up consisting of recommendations and specific data requests for the next meeting. CitiStat is an ongoing process - results are relentlessly pursued from one meeting to the next.