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Performance Management

The performance management program is an organization-wide initiative to measure, analyze and report on the performance of the services provided by the City of Scottsdale.


Scottsdale selected for What Works Cities initiative

The city of Scottsdale will improve the ways it uses data to make decisions and deliver services thanks to resources and expertise available from an international network of partners. Read more.


Quarterly performance reports

Quarterly reports provide progress updates regarding key performance measures included in the annual budget book. Quarterly updates are also provided on the organization strategic plan

FY 2016/17

Report to our citizens

The City Manager's Office prepares an annual report to our citizens consistent with the AGA's citizen-centric reporting initiative. The short report is intended to give citizens a better understanding of their government and provide a more meaningful debate about fiscal priorities, performance results and future challenges. We have given a presentation (PDF) about our annual report and how it is prepared.


Scottsdale overview and demographics

An overview presentation (PDF) based on the annual budget and annual report is available along with documents on that are included in the annual budget and updated each year.

Budget and Financial Reports

Performance information is included in the annual budget at the division and department level. In addition, ten years worth of data on selected indicators is included in the comprehensive annual financial report. Both documents, as well as an archive of prior year information is available at

Organization Strategic Planning

The citywide strategic planning effort (PDF) is part of the performance management initiative. The current organization strategic plan  (PDF) was approved at a council meeting in July 2015. Updates on the progress of the organization strategic plan are on the Mission and Priorities page.

Organization Mission Statement

In addition, in December 2013, the City Council adopted a new mission statement for the organization: “Simply better service for a world-class community” The new mission statement is being implemented through citywide internal initiatives which are underway for substantial completion in 2014. These are: “Simply” - Streamlining the services we provide through process improvement, “Better” - Formalizing our benchmarking efforts to ensure our services are “better,” and “Service” - Reinstating training programs and standards for providing high-quality customer service. In addition, to clarify what is meant by a world-class community, we partnered with graduate students at Thunderbird School of Global Management to formalize the definition and attributes of a world-class community and create citywide customer-focused outcomes and key performance indicators.  The final project is available online  (PDF)


Performance Management Overview

This was a 2-hour course prepared for staff in FY 2012/13 to provide training on key concepts in the Strategy and Performance Management initiative.

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Performance Management Department Workshop

This was a hands-on course prepared in FY 2013/14 to assist department management in identifying efficiency and effectiveness measures that are tied to customer-focused outcomes.

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Managing Organizational Performance

This is a 3.5-hour course taught quarterly to city staff in FY 2014/15 to provide training on strategic planning, performance measures, evaluation and reporting.

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Accomplishing Results

This 8-hour class was updated in August 2016 to teach how to define results, achieve results, review results and improve results by aligning measures with mission and goals.

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Citizen Survey Results Presentations

These presentations on citizen surveys were prepared for an ICMA workshop  (PDF) ICMA workshop in October 2012 on how Scottsdale utilized survey results, and also for general presentations in 2011 on 2010 survey results  (PDF). A presentation on internal services survey results was also given at the ICMA Conference in September 2015 (PDF). The 2013 Citizen Survey has been completed with more information available on the survey web page.

View Results

Aligning Organization and Employee Goals Presentation

This 3-hour course (PDF) was developed in FY 2015/16 to train managers in how to align employee goals in the annual performance evaluation with the citywide mission and goals.  

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Valley Benchmark Cities Report

Scottsdale helped form the Valley Benchmark Cities group, a collaborative of the 11 largest cities in the Phoenix metropolitan area to share and compare information for the purpose of improving local government performance. The initial report was issues in September 2015. A presentation about the effort was given at the September 2015 ICMA Conference in Seattle (PDF), and an article about the effort was included in the December 2015 edition of ICMA's PM magazine.

Download Report

Arizona State University (ASU) Presentation

In October 2013, this presentation  (PDF) was a guest lecture to graduate students at ASU about managing and measuring performance.

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New Employee Orientation Presentation

The city manager's office presents monthly to new employees (PDF) an orientation about the city and the organization, including mission and goals.

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What is performance management? Performance management is an ongoing, systematic approach intended to improve results by integrating objective evidence with decision-making processes.

The guiding principles of the Scottsdale performance management effort are:

  • Aligned with City Council and General Plan mission, goals, priorities
  • Results focused. Strategies, processes, and decisions are designed to achieve desired results
  • Relevant. Matters to both the city government and the community
  • Transparent. Easy for stakeholders to access and understand
  • Timely, Accurate and Pertinent. Data drives decisions and processes
  • Transformative. Continuously improves the organization, management decisions, and policy-making processes
  • Sustainable over time and across organizational changes

Program Concepts


Other external resources helpful in developing an performance management program.


ICMA and National Research Center, Inc.
(National Citizen Survey)

Voice of the People Awards for Excellence

2014, 2011

Voice of the People Awards for Transformation


ICMA Center for Performance Analytics

Certificate of Excellence in Performance Measurement

2013, 2014, 2015, 2016

Certificate of Distinction


Certificate of Achievement



Certificate of Excellence in Citizen-Centric Reporting

2010, 2011, 2012, 2013, 2014, 2015

Government Finance Officers Association
Distinguished Budget Presentation Award

Special Performance Measures Recognition

FY 2011/12 Adopted Budget Book

Giving citizens numbers they can understand

Mark Funkhauser,, Feb. 25, 2013

Read more

Citizens first and always

Ernst & Young, Citizen Today, Jan. 2013 (p. 25)

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Joining Forces: Arizona Cities Collaborate to Improve Performance

Brent Stockwell and David Swindell, PM Magazine, December 2015

Read more

Making Strategic Planning Work

Brent Stockwell and Joe Casey, Government Finance Review, April 2016

Read more

2015 Annual Report Cover

Contact Information

Brent Stockwell
Assistant City Manager
Scottsdale City Manager's Office
P: 480-312-7288