Page 271 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Determining the effectiveness of your part of the Department. Your organisation needs to
determine how well it is meeting its mission, vision and goals. Developing and using a
system of performance measures enables you to identify areas needing attention and
opportunities for improvement.

Characterising the performance of a work process can support improvement of that process.
Process improvement teams often analyse work processes by breaking them down into
related project activities and tasks to improve quality, timeliness, and efficiency.
It is important to note, however, that performance measurement cannot be undertaken in
isolation. It is only one step in a continuous improvement process that includes assessment,
strategic planning, program and budget formulation, performance measurement and program
evaluation.

Self Assessment

Fill in the blanks:
1. Performance measurement is mandated by the ........................ and Results Act (GPRA) of
1993 and is central to other legislation and Administration initiatives.
2. Performance measurement improves ........................ internally among employees, as well
as externally between the organisation and as customers and stakeholders.
3. ........................ teams often analyse work processes by breaking them down into related
project activities and tasks to improve quality, timeliness and efficiency.
4. The Government Management Reform Act of ........................ gives additional impetus to
improve management of government performance by requiring, among other things,
annual audited financial statements.
5. A ........................ organisation requires timely and accurate information on programs and
supporting services, whether at Headquarters, Field Elements, or contractor locations.

13.2 Types of Measures

The different types of measures are as follows:

Service Level Indicators

It provides an indication of the service/activity levels, by reflecting the amount of resources
approved by City Council or the volumes of service delivered to residents. For the purposes of
comparing to other municipalities results are often expressed on a common basis, such as the
number of units of service provided per 100,000 population.

Community Impact Measures

It measures the outcome, impact or benefit the City program is having on the communities they
serve in relation to the intended purpose or societal outcomes expected. These often tie to the
mission statements of the program or service.

Community Service Measures

It measures the quality of service delivered relative to service standards or the customer’s needs
and expectations.

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