4.1: Outcome Information
Organize performance information around desired outcomes that reflect customer or community concerns, not around departmental
or agency structures.
Other Information:
People are less concerned with operational metrics (such as inputs, processes or outputs) than they are with knowing how well
the government is actually meeting the needs of the community and improving their quality of life. Outcomes, however, are
affected by different agencies and it is important to reflect this in accounting for results. Governments must take a holistic
approach to measurement, by looking beyond departmental boundaries. To generate ideas on appropriate indicators and to help
collect data, governments should consider cultivating collaborations with other stakeholders (or instance, citizen groups
and nonprofits). It is also important to balance the use of internal performance management data with input from citizens
via surveys and focus groups to provide an “outside in” and “inside out” view of performance.
Indicator(s):
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