[The city of] Boston did a big fancy report
[with a lot of measures] and put it in the
library and nobody looked at it. It was too
long – it was this thick. So [other jurisdictions]
are able to do it [i.e., to develop performance
measures and report on them], so you
have all that stuff happening. So people I
think, the citizens are starting to expect people
to do that, they expect government to do
that. So it is a bit of an education process.
Provide people with the information and
they react to the information. Now you provide
it they expect it, and then they are seeing
how much better it could be too. And they
give you feedback, so it is an iterative process.
(Office auditor, January 1998)