Page 282 - DMGT522_SERVICES MANAGEMENT

Unit 13: Performance Measurement in Services

headline and supplementary indicators, and focuses on outcomes rather than inputs or Notes
processes. The publication includes special articles that relate to, rather than measure,
progress — for example, a feature essay on Life satisfaction and measures of progress.

Performance Monitoring in other countries
Performance reporting is undertaken in other countries using various approaches.
OECD
The OECD Fact book provides a global overview of major economic, social
and environmental indicators. Data are provided for all OECD member countries and
for selected non-member economies. The information is outcome focused, and is not
linked to specific service delivery agencies. The 2008 Fact book’s special focus was on
productivity–how efficiently production inputs, such as labor and capital, are being used
(OECD 2008).
United Kingdom
In the United Kingdom, key performance data on public service delivery is available on a
single Treasury website. This reporting allows the public to assess how the United Kingdom
Government is delivering across all areas of government.
Reporting includes public service agreements which measure agency performance by
setting out the aim of the department or program, the supporting objectives and the key
outcome-based targets that are to be achieved during a specified period (HM Treasury
2007).
New Zealand
The New Zealand Ministry of Social Development produces an annual Social Report, which
provides information on the health and well-being of New Zealand society. Indicators are
used to measure levels of wellbeing, to monitor trends over time, and to make comparisons
with other countries. A web site provides data for social report indicators by regional
council and territorial authority areas. The Social Report covers nine ‘domains’ — unlike
this Report, these domains do not directly reflect specific service areas (although there is
sometimes a broad connection). A limited number of high level indicators are presented
for each domain, but there is no attempt to comprehensively address the full range of
objectives of any specific government service (Ministry of Social Development 2007).
Questions:
1. Discuss the case study in detail.
2. Elaborate the monitoring of performance in various countries.

13.6 Summary

This unit attempts to give an overview of the functions in as simple manner as possible.
Performance measurement is mandated by the Government Performance and Results Act
(GPRA) of 1993 and is central to other legislation and Administration initiatives.
In addition to holding Federal Agencies accountable for achieving program results, GPRA
also promotes a focus on service quality and customer satisfaction, and seeks to improve
executive and Congressional decision-making by clarifying and stating organisational
performance expectations, measures, and program costs “up front.”

The Government Management Reform Act of 1994 gives additional impetus to improve
management of government performance by requiring, among other things, annual audited
financial statements.

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