1. Convenience measures the degree to which government services are
easily accessible and available to citizens.
2. Security measures the degree to which services are provided in a way
that makes citizens feel safe and confident when using them.
3. Reliability assesses the degree to which government services are provided
correctly and on time.
4. Personal attention measures the degree to which employees provide
information to citizens and work with them to help meet their needs.
5. Problem-solving approach measures the degree to which employees
provide information to citizens and work with them to help meet their
needs.
6. Fairness measures the degree to which citizens believe that government
services are provided in a way that is equitable to all.
7. Fiscal responsibility measures the degree to which citizens believe local
government is providing services in a way that uses money responsibly.
8. Citizen influence measures the degree to which citizens feel they can
influence the quality of service they receive from the local government