GOVERNMENT ACCOUNTING STANDARDS BOARD (GASB)

LONG BEACH, CA

This case study describes the development of a performance management system by the Police Department of Long Beach, CA. Rapid increases in crime and a resulting decrease in the quality of Police service left Long Beach's City Council debating whether or not to replace the Police Department with a contract for service with the Los Angeles County Sheriff. A decision to keep Long Beach's Police Department led to the development of their strategic planning and performance measurement system. Programs and agencies that may find this case study relevant include states, counties, and cities, and their Police Departments. The first three years of the new performance system yielded improved customer ratings of police performance in all six areas measured, as well as a decrease in several key crime rates. Performance data has been used by Police Department management and staff as well as by City Council. City Council used performance progress reports to make budget decisions. Police Department management used performance data to evaluate strategy and deal with new issues and challenges facing the police department. Reports are also used to identify specific areas of Police service that require extra attention. The Department of Police Officers Association was able to gain support for a pay raise by pointing to an increased quality of performance. 

The development process began by collecting information from citizens and employees on concerns, complaints, and suggestions about police performance. To ensure future plans were built on customer needs and wants, substantial effort was put into obtaining information from customers.  Survey questionnaires (in several languages) were placed in all the City’s public libraries, published in two of the City’s newspapers, and mailed to 1,800 randomly selected addresses throughout the City.  Additionally, a series of 14 public meetings were held throughout the City.  Participants were encouraged to express their concerns and complaints, as well as to offer suggestions for future change.  As part of these meetings, participants were asked to complete a comprehensive survey questionnaire.  The Long Beach Police Department also gathered information from other police departments in the State in an effort to compare operations and identify successful practices.

Based upon this information, a Strategic Plan Steering Committee developed a vision statement and a set of fourteen goals based on that vision. Police management and staff worked together to develop two categories of indicators for each of the fourteen goals: outcome indicators of changes in the actual level of community safety, and customer satisfaction indicators of changes in the public's perception of community safety.

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 Local Governments:

Austin, TX; Multnomah County, OR; Portland, OR; Prince William County, VA; Tucson, AZ; Phoenix, AZ; Winston-Salem, NC; Catawba County, NC; Dayton, OH; Coral Springs, FL; Long Beach, CA; Ramsey County, MN 

 State Governments:  

Arizona, Illinois, Iowa, Louisiana, Oregon, Texas

 Background Information:

• GASB Performance Measurement Home
• Background on GASB and Performance Measurement
• Service Efforts and Accomplishments Reports