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 2016€“2020 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 2018 community survey reported that 86 percent of city residents rated library services as €œgood€ or €œexcellent,€ only marginally down from 88 percent in 2016. For the variety of materials at the library, 79 percent of citizens rated the variety as €œgood€ or €œexcellent,€ unchanged from 2016.
Library Budget
The owner of a house with a total assessed valuation of $200,000 paid property taxes of $67 in FY 2020 to support the library. Twenty-six percent (26%) of the library€™s FY 2020 budget depends upon support from Fair view County in return for services provided to rural Polk County residents. Fair view County€™s support is expected to decrease after FY 2020. 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 outcomes?
b. How does the city demonstrate that its financial resources are used efficiently?
c. How would you address a citizen who feels he or she is not getting his or her money€™s worth?

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Library 2016–17 2017–18 2018–19 2019–20 Actual Performance Measures Actual Actual Actual Authorized FT Positions 349,270 Total Visitations 326,085 329,346 332,639 21,786 City Resident Cardholders 25,477 28,168 27,850 Nonresident Cardholders 7,437 6,725 7,321 7,215 11 Average Visits per Cardholder 10 10 404,495 Number of Circulations 347,729 353,001 385,234 Number of Items for Circulation 82,952 86,567 91,251 94,900 Number of Reference Desk Inquiries 24,144 27,793 28,656 30,088 Number of PC Users 35,475 43,340 45,874 64,697 1,495 1,582 2,021 Number of PC Users per Available PC Number of Special Programs 1,313 523 942 692 1,051 Number of Participants per Program 28 33 26 26 $ 38.50 $ 3.26 $ 37.40 $ 35.20 2$ $ 3.71 $ 36.30 $ 3.14 $ 3.64 Cost per Registered Borrower Cost per Circulation 3.40 3.20 $ 3.65 3.48 Cost per Visitation