A department proposes tracking social-media likes as its primary service KPI, while completed service SLAs already exist. Which metric choice better supports civic performance management?
Select an answer to reveal the explanation.
Short Explanation
Likes are applause; SLA completion is whether the work got done. For civic performance, tie KPIs to outcomes residents feel—not vanity tallies that move without improving service. Cheer metrics can sit beside the scoreboard, not on it.
Full Explanation
Effective KPIs connect to outcomes the organization is accountable to deliver, such as completing services within agreed SLAs. Vanity metrics like social likes may rise without corresponding service performance and can misdirect attention. Blending unlike measures into an unlabeled composite further obscures accountability. Prefer outcome-tied indicators, using engagement metrics only as secondary context when relevant.