In 1995 Charlotte won first prize in the City Livability Awards, being cited for "setting the standard by which to measure good local government".

The City of Charlotte has had a long tradition of performance measurement for city services, having instituted Management by Objectives in 1972. In 1994, the City began its implementation of the Balanced Scorecard, a performance management model that challenges organizations to evaluate success and achievement across four perspectives: financial, customer, internal processes and learning and growth.

By 1996, the City of Charlotte had developed its first Balanced Scorecard, the Corporate Scorecard. Since then, the City of Charlotte has been inducted into the Balanced Scorecard Collaborative Hall of Fame.

The Budget & Evaluation office is responsible for administering the City's strategic planning process, which includes developing Charlotte's Corporate Scorecard. The City of Charlotte's performance management and strategic planning approach consists of identifying organizational strategy based on City Council Focus Areas, translating and communicating the strategy through the Corporate Scorecard (developing corporate objectives and measures), implementing the strategy as described by the Strategic Focus Area plans and Key Business Unit and Support Business Unit business plans - SOP's.

Business Plans-SOP's (Strategic Operating Plans) FY2010
Key Business Units, Support Business Units and divisions within the City Manager's Office submit annual business plans that describe how the organization provides services and programs, and responds to strategic and organizational initiatives.