ABSTRACT
Several services addressed in this chapter—municipal airports, call centers, internal mail services, print shops, and public information offices—are common functions of municipal governments but are less often the subject of performance measurement and benchmarking than the services featured more prominently in this volume. As more and more cities have begun to track and report the performance of these “other services,” the sharing of measurement approaches is increasingly valuable to others who wish to refine their own measures. These collections of measures provide a possible glimpse at the beginning stages of benchmark formation.
