Performance Management: The Value of Service Delivery Outcomes

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Outcome measures are fundamental to performance measurement systems in local government, representing the primary means for reporting on the service dimension of effectiveness. The performance measurement process begins with the department’s mission, followed by service delivery goals and SMART (specific, measurable, aggressive, result-oriented, and time-bound) objectives. The next step is to identify the performance measures (outputs, efficiencies, and outcomes) that align with each SMART objective.

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Public Management Bulletin #20

Performance Management: The Value of Service Delivery Outcomes

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