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What Metrics Would a Street Cleaning and Maintenance Department Have on a Balanced Scorecard?

A Balanced Scorecard (BSC) for a street cleaning and maintenance department would aim to capture both financial and non-financial aspects crucial for measuring the department's performance and effectiveness. Here are several metrics that could be included across the four perspectives of a Balanced Scorecard:

1. Financial Perspective:
   • Cost per Mile/Kilometer Cleaned: This metric calculates the cost incurred to clean and maintain each unit of street length, including labor, equipment, and materials.
   • Revenue from Fines and Penalties: This measures the revenue generated from issuing fines and penalties for littering, illegal dumping, or other violations.
   • Budget Variance: Tracks the variance between the allocated budget and actual expenses, helping to ensure efficient resource utilization.
2. Customer Perspective:
   • Satisfaction Surveys: Regular surveys to gauge public satisfaction with the cleanliness and maintenance of streets and sidewalks.
   • Response Time to Complaints: Measures how quickly the department responds to complaints or requests for cleaning or maintenance.
   • Percentage of Clean Streets: Tracks the percentage of streets meeting cleanliness standards, as perceived by residents or through objective assessments.
3. Internal Process Perspective:
   • Frequency of Cleaning: Measures how often streets and sidewalks are cleaned to maintain cleanliness standards.
   • Equipment Downtime: Tracks the amount of time equipment is out of service for maintenance or repairs, affecting the department's ability to clean efficiently.
   • Compliance with Environmental Regulations: Measures adherence to environmental regulations regarding waste disposal and cleaning processes.
4. Learning and Growth Perspective:
   • Employee Training Hours: Tracks the number of training hours provided to employees to enhance their skills in street cleaning techniques, safety procedures, and equipment operation.
   • Employee Turnover Rate: Measures the rate at which employees leave the department, which can impact overall effectiveness and institutional knowledge.
   • Investment in Technology: Tracks investment in new technologies or equipment that improve efficiency and effectiveness in street cleaning and maintenance operations.

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