1.1: Performance Feedback and Complaints

Incorporate learning from performance feedback and complaints processes into management decision making and build in improvements to the planning and delivery of services.

Other Information:

The provision of performance information should be complemented by the creation of “feedback loops” from citizens back to the government. Incorporate citizens' feedback into decision making and government policies, and adjust programs and services accordingly, to improve future results. Monitor and analyze data from complaints and use this information to identify and address systemic problems and improve services. Performance management then becomes a continuous learning cycle of measurement, reporting, assessment, planning, decision making and implementation.

Indicator(s):

Indicator:1

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