The performance evaluation process described in this guide rests on three main principles: (1) SROs perform different functions than patrol officers and should thus have distinct benchmarks to assess their effectiveness; (2) holding SROs accountable for the outcomes of their duties rather than for their activities performed leads to more effective policing; and (3) customers should be involved in setting goals for SROs so that SROs can understand and meet customer expectations. This step-by-step guide assists SROs in implementing an outcome-oriented performance evaluation that will give a clear picture of the current effectiveness of SROs and help identify areas for improvement. Following the introduction, which provides information on the evaluation process and the type of agencies likely to experience success with it, the 11 steps of the performance evaluation process are outlined. The steps involve gaining the commitment of a broad range of customers and stakeholders, holding customer meetings to devise goals and establish outcome measures, collecting baseline data on current problems, implementing SRO activities, collecting and analyzing follow-up data, and integrating results into performance improvements. A set of 15 “tools” are offered to assist SROs in the evaluation process. These tools include sample letters, same meeting agendas, sample survey questions, and sample reports. Tables