The City of Ashcroft has produced a Service Efforts and Accomplishments report for the past four years in an attempt to answer the question, €œHow are we doing?€ for its citizens. Reproduced here is an excerpt from the 2010€“2014 SEA report that details library services. The report shows the efforts of library staff to offer more library programs to the increasing population and customer base in the city. Program participation has seen steady increases over the past four years, with some programs so high in demand waiting lists to participate are starting to occur.
Citizen Perceptions
The 2012 community survey reported that 86 percent of city residents rated library services as €œgood€ or €œexcellent,€ only marginally down from 88 percent in 2010. For the variety of materials at the library, 79 percent of citizens rated the variety as €œgood€ or €œexcellent,€ unchanged from 2010.
Library Budget
The owner of a house with a total assessed valuation of $200,000 paid property taxes of $67 in FY 2014 to support the library. Twenty-six percent (26%) of the library€™s FY 2014 budget depends upon support from Fairview County in return for services provided to rural Polk County residents. Fairview County€™s support is expected to decrease after FY 2014. Options being considered to offset the loss of county funding include allocation of General Fund monies and/or reduction in library services.

Required
a. Which of the performance measures best represents inputs, outputs, and out-comes?
b. How does the city demonstrate efficiency with respect to the General Fund budget it receives?
c. How would you address a citizen who feels he or she is not getting his or her money€™sworth?

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Library Performance Measures 2010-11 Actual 2011-12 Actual 2012-13 Actual 2013-14 Actual Authorized FT Positions Total Visitations City Resident Cardholders Non-Resident Cardholders Average Visits per Cardholder Number of Circulations Number of Items for Circulation Number of Reference Desk Inquiries Number of PC Users Number of PC Users per Available PC Number of Special Programs Nu 326,085 21,786 7,437 329,346 25,477 6,725 10 353,001 86,567 27,793 43,340 1,495 332,639 28,168 7,321 349,270 27,850 7,215 10 385,234 404,495 1 9 347,729 82,952 24,144 35,475 1,313 523 28 $38.50 $3.26 $3.48 91,251 28,656 45,874 30,088 64,697 2,021 1,051 26 $36.30 $3.14 $3.64 mber of Participants per Program Cost per Registered Borrower Cost per Circulation Cost per Visitation $37.40 $3.40 $3.65 26 35.20 S3.20 S3.71