Five citizen-channel KPIs that actually improve municipal decisions

Citizen-channel KPIs

Not every metric helps operating a municipal product.

Five useful KPIs

Effective reach of critical alerts.

Resolution time by incident type.

Repeat usage of digital services.

Conversion from information to action.

Participation rate in public processes.

How to use them

Weekly review with area leads.

Tie each KPI to one decision.

Remove vanity metrics.

Main takeaway

A dashboard is only valuable when it helps decide the next municipal sprint.