Performance Measurement: Getting ResultsLong before reinventing government came into vogue, the Urban Institute pioneered methods for government and human services agencies to measure the performance of their programs. This comprehensive guidebook synthesizes more than two decades of Harry Hatry's groundbreaking work. It covers every component of the performance measurement process, from identifying the program’s mission, objectives, customers, and trackable outcomes to finding the best indicators for each outcome, the sources of data, and how to collect them. Hatry explains how to select indicator breakouts and benchmarks for comparison to actual values, and describes numerous uses for performance information. Since the publication of the first edition in 1999, the use of performance measurement has exploded at all levels of U.S. government, in nonprofit agencies, and around the world. The new edition has been revised and expanded to address recent developments in the field, including the increased availability of computer technology in collecting and presenting information, the movement to use outcome data to improve services, and the quality control issues that have emerged as data collection has increased. It is an indispensable handbook for newcomers and an important resource for experienced managers looking to improve their use of outcome data. |
Contents
The Scope of Performance Measurement | 2 |
What Types of Performance Information Should Be Tracked? | 13 |
What Are the First Steps? | 31 |
What Are the Programs Mission and Objectives? Who Are Its Customers? | 39 |
What Outcomes Should Be Tracked? | 47 |
What Outcome Indicators Should Be Tracked? | 59 |
What Methods of Data Gathering Should Be Used? | 83 |
Making Outcome Information Useful Providing Indicator Breakouts | 121 |
Reporting Performance Information | 175 |
Major Uses of Performance Information and Incentives for Using It | 195 |
ResultsBased Budgeting | 229 |
Quality Control Assessing the Accuracy and Usefulness of Performance Measurement Systems | 267 |
Other Performance Measurement Issues | 287 |
Wrapup of Key Performance Measurement Elements | 303 |
| 313 | |
| 317 | |
Making Outcome Information Useful Comparing Findings to Benchmarks | 139 |
Analysis of Performance Information | 153 |
About the Author | 325 |
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Common terms and phrases
achieved activities agency or program agency's aggregate amount analysis assess breakouts changes characteristics citizens City clients compared condition consider cost Cost-benefit analysis crime customer surveys data collection procedures develop effects employees end outcomes estimate examine example EXHIBIT expected explanatory information factors federal focus groups formance funds gram Hatry identify implementation important improve in-depth incentives inputs intermediate outcomes legislative levels major mance ment nonprofit Number and percent obtain organizations outcome data outcome indicators outcome information outcome measurement Outcome-Sequence Chart outputs overall particular performance data performance indicators performance information performance measurement process performance measurement system performance reports problems program evaluations program managers program personnel projected questionnaire reasons reduce reporting period require results-based budgeting sample Source staff steps Straphangers Campaign strategic plan targets tion track trained observer ratings U.S. Department Urban Institute users values workload York City