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Performance Management and Strategic Planning

Click here to watch a video on the City of Charlotte's FY2012 City StrategyCorporate Performance Report.
In 1995 Charlotte won first prize in the City Livability Awards, being cited for "setting the standard by which to measure good local government."

The City of Charlotte has had a long tradition of performance measurement, having first instituted Management by Objectives in 1972. In 1994, the City began its implementation of the Balanced Scorecard, a performance management model that challenges organizations to evaluate success and achievement across four perspectives: financial, customer, internal processes, and learning and growth.

By 1996, the City of Charlotte had developed its first Balanced Scorecard, the Corporate Scorecard. Since then, the City of Charlotte has been inducted into the Balanced Scorecard Collaborative Hall of Fame and is recognized as the first and longest government user of the Balanced Scorecard model in the world.

The Budget & Evaluation Office is responsible for administering the City's strategic planning process, which includes developing Charlotte 's Corporate Scorecard. The City of Charlotte's performance management and strategic planning approach consists of:

  • Identifying organizational strategy based on City Council Focus Areas,
  • Translating and communicating the strategy through the Corporate Scorecard (developing corporate objectives and measures), and
  • Implementing the strategy as described by the Strategic Focus Area plans and Key Business Unit (KBU) and Support Unit business plans - Strategic Operating Plan (SOP).  See the information box to the right for SOP plans.  

The City of Charlotte participates in an annual performance measurement benchmarking study of select service areas, including residential refuse collection, household recycling, yard waste/leaf collection, emergency communications, fire services, asphalt maintenance and repair, fleet maintenance, human resources, and water services. This study is conducted by the School of Government at the University of North Carolina at Chapel Hill and includes 17 large and mid-size cities statewide.

FY2013 Performance Report
NC Benchmarking Report FY2011-2012
FY2013 Focus Area Plans
Budget and Evaluation
Business Support Services
Charlotte Area Transit System
Charlotte Department of Transportation
Charlotte Fire Department
Charlotte Mecklenburg 311
Charlotte Mecklenburg Planning
Charlotte Mecklenburg Police (FY12-FY13)
Charlotte Mecklenburg Utilities
City Attorney
City Clerk
City Manager's Office and Mayor City Council
Community Relations Committee
Corporate Communications
Engineering and Property Management
Human Resources
Internal Audit
Neighborhood and Business Services
Office of the Chief Information Officer
Solid Waste Services