Evaluating Vendor Performance for Critical Resident Services in Gilbert, AZ

The Challenge

The Town of Gilbert, aspiring to be ‘best in class’ in resident services, has made a concerted effort to invest in data-driven approaches to improve its operations. However, department staff sometimes felt they ended up paying for services that were mediocre or even performing poorly. Gilbert wanted a way to better collaborate with vendors and capture performance data, particularly for critical safety, public works, and economic development services that have a high impact on the resident experience.

The Innovation

With help from the GPL, the Town of Gilbert implemented a new vendor evaluation system across all departments to drive service improvements and achieve better results for residents.

The Results

After the rollout of the vendor performance evaluation system, the Town saw promising results including progress towards the Town’s goal of contracting with only high-performing vendors, in order to deliver ‘best in class’ services to residents. Additionally, the Town built capacity of department staff to systematically monitor vendor performance and drive improvements in the delivery of critical resident services.

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