CitiStat is based on a performance management model developed by the New York Police Department in the late 1990’s and refined by the City of Baltimore. The City of Lakewood has successfully implemented the CitiStat program and is realizing tangible benefits from the analysis and proactive strategies it provides.  By adapting a business model of evaluating government services, CitiStat is helping to streamline Lakewood’s operational structure and to provide resident services in a leaner, efficient and more responsive manner.

The City began with four pilot departments in March 2006, and currently 17 city departments are part of the program, which represents 100% of City Divisions.

CitiStat meetings are held twice weekly and include the Mayor, Division Managers, and department supervisors in a focused forum to maximize the resources of Lakewood for the best service to the community.  The highly structured and clockwork agenda of the CitiStat meetings has concentrated the expertise of municipal managers to forge collaborative solutions and institute them quickly.

The multi-department forum has allowed the participants to understand city issues from other perspectives.  The CitiStat Panel members—Finance, Human Resources, Information Systems, Public Works and two graduate school interns—are able to discuss specific issues and how their respective departments may be affected and assist in providing solutions.

Initial Performance Measures have been refined and extended to provide useful management tools for all departments in Lakewood.  All department managers now receive monthly reports for Payroll Analysis, Current Staffing, and Personnel & Operational Expenses to monitor their performance.

Furthermore, the tenets of CitiStat have fostered a culture of accountability for resolution.  The follow-up processes, through memos and continual review of issues, have tracked particular problems and made their priorities clear.