Monitoring and measuring service delivery performance

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Reference no: EM132186343

Monitoring and measuring service delivery performance play an important role in enhancing the quality and quantity of service delivery to communities. These activities pose considerable challenges to public sector management, as financial and line managers need to engage with new management tools and a different style of management. Successful implementation will take time, effort and a change of mindset within the public service.

Implementation of reforms, such as monitoring and measuring service delivery and performance requires appropriate training of managers and recruitment of additional management skills into the public services. It means an overhaul of information systems and information analyses. It necessitates building of capacities and understanding about new concepts and systems. And it calls for a different style of management across the public service.

You are required to discuss the service delivery and performance measurement with specific reference to the six key terms, namely:

Outcomes

Measurable objectives

Outputs

Outcome measures and indicators

Output performance measures and service delivery indicators

The 3-E’s: economy, efficiency and effectiveness

A brief description of each term with practical examples will help clarify understanding regarding the concepts and tools of service delivery and performance measurement.

Reference no: EM132186343

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