Today's communitieswhether they are currently strong, or struggling to surviveface difficult challenges if they want to be tomorrow's healthy, vibrant communities. The challenge for leaders and citizens of modern communities is not just to solve specific problems today. Their real challenge is to keep learning from their experience so they can keep improving their communities tomorrow.

Results That Matter will provide a new governance framework for using valuable tools of community improvementespecially performance measurement and citizen engagementto empower communities to achieve the outcomes their citizens most desire. Government and nonprofit managers will learn how to combine these tools in new ways, not only to achieve one-time improvement of their organizations and communities, but to foster continual community renewal and improvement. The benefits and practicality of the framework and related practices will be reinforced by case examples from 25 communities across the country. The book will offer "how to" guidance to public and nonprofit managers, including promising practices for effective communities, and new roles for citizens, community leaders, and managers.

Paul D. Epstein is principal of Epstein and Fass Associates, a New Yorkbased consulting firm. In 2003 he received the Harry Hatry Distinguished Performance Measurement Practice Award from the American Society for Public Administration for his lifetime achievements.

Paul M. Coates is director of the Office of State and Local Government Programs and associate professor of public policy and administration in the Department of Political Science at Iowa State University.

Lyle D. Wray is executive director of the Capitol Region Council of Governments based in Hartford, Connecticut. Wray served as executive director of the Citizens League from 1992 to 2003 and co-led, with Paul Epstein, the Sloan Foundationfunded research on citizen engagement and public performance measurement.

David Swain, a Florida-based consultant, managed the Jacksonville Community Council Inc.'s pioneering community quality of life indicators program from 1984 to 2002.

Preface ix

Acknowledgments xxi

The Authors xxv

1 Engaging Citizens, Measuring Results, Getting Things Done 1

2 Citizens Many Roles in Community Problem Solving 17

3 Organizations Managing for Results 49

4 Citizens Reaching for Results I: Key Ideas, Strategic Issues, and the First Three Case Examples 76

5 Citizens Reaching for Results II: To Improve the Quality of Life in Their Region 102

6 Communities Governing for Results I: An Introduction to the Practice and to Interpreting the Case Examples 123

7 Communities Governing for Results II: Local Governments Engage Citizens in Results-Based Systems 139

8 Communities Governing for Results III: Citizens Engaged in Results-Based Nonprofit Community Development 171

9 More Ideas for Making It Happen 191

Notes 224

Index 237