Performance Measurement: Getting Results
Long 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."
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The Scope of Performance Measurement
What Types of Performance Information Should Be Tracked?
What Are the First Steps?
What Are the Programs Mission and Objectives? Who Are Its Customers?
What Outcomes Should Be Tracked?
What Outcome Indicators Should Be Tracked?
What Methods of Data Gathering Should Be Used?
Making Outcome Information Useful Providing Indicator Breakouts
Reporting Performance Information
Major Uses of Performance Information and Incentives for Using It
Quality Control Assessing the Accuracy and Usefulness of Performance Measurement Systems
Other Performance Measurement Issues
Wrapup of Key Performance Measurement Elements
Making Outcome Information Useful Comparing Findings to Benchmarks
Analysis of Performance Information
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achieved activities agency or program agency's aggregate amount analysis assess breakouts changes characteristics citizens City clients compared condition consider cost Cost-benefit analysis customer surveys data collection procedures develop difficult effects employees end outcomes estimate examine example Exhibit expected explanatory information factors federal focus groups formance funds goals gram Hatry identify implementation important improve in-depth incentives inputs intermediate outcomes legislative levels major mance ment nonprofit obtain organizations outcome data outcome indicators outcome information outcome measurement outputs overall particular percent 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 service delivery Source specific staff steps Straphangers Campaign strategic plan targets tion track trained observer ratings Urban Institute users values workload York City