| Sumario: | The writer offers her observations and recommendations concerning efforts to bring the public's voice into government performance measurement in a meaningful fashion. She asserts that citizen surveys or focus groups undoubtedly work for municipal governments that want to reliably and systematically learn how the public thinks about and judges government performance. She identifies the unique purposes of citizen surveys and focus groups and emphasizes the importance of establishing clear aims, defining the sample, and calling in the experts in both instances. Furthermore, she highlights points to note when conducting focus groups and when conducting surveys and offers advice regarding data analysis and reporting.
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