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 T
HE
C
ITY
 
OF
N
EW
Y
ORK 
O
FFICE
 
OF
 
 THE
M
AYOR
N
EW
Y
ORK 
, NY 10007
FOR IMMEDIATE RELEASE
September 29, 2009 No. 422www.nyc.gov 
MAYOR BLOOMBERG PRESENTS EIGHT-YEAR REVIEWOF MAYOR’S MANAGEMENT REPORT DATAON PERFORMANCE OF CITY GOVERNMENT
 Progress in all Major Categories of Government Services
Mayor Michael R. Bloomberg today presented an eight-year review of theMayor’s Management Report (MMR), which shows progress in all six major categoriesof City government services: public safety, quality of life, public health, education,human services and economic development.“Over the past eight years, we’ve incorporated the best ideas from the private and public sectors to guide how we deliver services and how we assess their delivery,” saidMayor Bloomberg. “We’ve pledged to do more with less, and we have. Even in the teethof this national recession, public safety and quality of life continue to improve, our schools are improving and City services continue be delivered more efficiently andeffectively.”The City’s performance management principles and data reporting have beenreformed during the past eight years to focus on ensuring:
Transparency – providing a wide array of data from various sources with clear  performance summaries;
Accessibility – offering flexible, dynamic, easy-to-use tools with frequentupdates; and
Accountability – focusing on measures that have a direct impact on New Yorkers.The MMR was overhauled by the Bloomberg Administration in 2002,transforming the report into a more easily understandable and usable document. TheAdministration has continually updated and refined the MMR to enhance its value as atool for taxpayers to evaluate the performance of their government. Since 2002, theMMR has been put online, reformatted into an easy-to-use dashboard style and hadcomputer-mapped data added so New Yorkers can evaluate agency performanceneighborhood by neighborhood. This year, a new category of metrics to evaluate
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customer service, such as wait times for walk-in and call centers and turn-around time for correspondence and emails, have been added to the MMR.The City’s data reporting was modernized to go beyond the annual MMR whenthe Administration created the Citywide Performance Reporting (CPR) tool in 2008. CPR is updated monthly and provides a real-time, easy-to-use online snapshot of City agency performance.Since 2002, the Administration has improved existing channels for data collectionand added new ways to collect the performance data included in the City’s reportingdocuments. There are now three key methods in use:Internal Data Collection:
Mayor’s Management Report
Citywide Performance Reporting
Customer Service Data – tracking customer service standards for each servicedelivered through walk-in facilities, call centers, correspondence or web sites.Direct Customer Feedback:
311 – calls for information and services are tracked and monitored to better directresources
311Online – a new channel for citizens to get information and request Cityservices, with requests tracked and monitored.
 NYC Feedback: Citywide Customer Survey − captured the opinions of thousandsof New Yorkers about key government services in the largest municipal servicessurvey ever conducted in the United States.
Agency Specific Surveys – capturing important statistics on service deliveryand customer satisfaction.Trained Observers:
 NYC*SCOUT/Scorecard – members of the Mayor’s Office of Operations visitevery City street once a month to identifies quality of life conditions.
Customer Service Group Secret Shoppers – members of the Mayor’s Office of Operations routinely monitor the quality of service delivered to customers at Cityservice centers and call centers.The Mayor presented the following eight-year review of MMR data during his presentation:
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 Public Safety
Critical Indicator Performance ReportFiscal2001Fiscal2005Fiscal2009Positiveor StableTrend
Major felony crime172,646136,491110,828• Murder and non-negligent manslaughter632537473• Forcible rape1,3941,243762• Robbery29,79624,24320,641• Felonious assault24,80317,72816,112• Burglary34,98225,22119,584• Grand larceny48,81148,36041,468• Grand larceny auto32,22819,15911,788Major felony crime in housing developments6,3945,1124,275Major felony crime in transit system4,0763,3832,196Average response time to all crimes in progress(minutes:seconds)10:067:127:18Average response time to structural fires (minutes: seconds)4:164:314:05Combined response time to life-threatening medicalemergencies by ambulance and fire units (minutes: seconds)6:005:585:45Civilian fire fatalities1079278Serious fires per 1,000 structural fires
(New Category)
 NA11697Traffic fatalities386300276Overall traffic crashes
(New Category)
 NA172,362177,909Counterterrorism training (hours)219,281
1
347,607363,617Population in City jails (average daily)14,49013,57613,362Construction related incidents
(New Category)
 NA214
2
543Construction related injuries
(New Category)
 NA87
2
233Construction related fatalities
(New Category)
 NA11
2
5Construction incident inspections resulting in violations
(New Category)
 NA12.8%
2
74.1%
1
Fiscal 2002 data
2
Fiscal 2006 data3
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