Measurements of Response Time
Some governments that have established a performance measurement process started with indicators of response time. Response time is the time from when a request for service was made until the time the service organization provided a response.Response time data are particularly important for emergency services, such as citizen requests for police and fire agency assistance relating to crimes, fires, and emergency health care needs. Also, citizens usually have a significant concern about response times for many other services, such as the time required to get registered, to receive assistance payments, to obtain permits, and to receive a response on any application to the government.