Shared Services Perfomance

Effective public administration requires a multidimensional performance measuring system, which can integrate budget information with data related to other dimensions of performance, such as service quality. This need is... [ view full abstract ]

Effective public administration requires a multidimensional performance measuring system, which can integrate budget information with data related to other dimensions of performance, such as service quality. This need is especially acute for inter-municipal cooperation, with its emphasis on service efficiency and service quality. While much is known about performance measurement in local government, it is important to determine the main characteristics which must be measured in a performance measurement system calibrated to shared service delivery. This paper proposes a Performance Measurement Framework for Shared Services Delivery, based on a Balance Scorecard approach, but adapted to local government, and more precisely to cooperation amongst local authorities, in order to better understand the potential for cost savings and service quality improvement. Our paper thus offers a useful tool to municipal managers.