3. What were the major steps used in defining and implementing the CPR?

Massive systems produce massive amounts of metrics.
The challenge is to determine how to slice the data in ways that benefit users rather than confuse them, especially when the users have a wide variety of experiences with information technologies. This was one of the major issues facing New York City when it decided to develop its Citywide Performance Reporting (CPR) Online System, an interactive dashboard providing agencies and citizens with “userfriendly access to the most critical performance indicators for every city agency, with monthly updates and automatic evaluation of trends within specified program areas.”