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Service performance measurement in a New Zealand local government organization

Author

Listed:
  • Breitbarth, Tim
  • Mitchell, Rob
  • Lawson, Rob

Abstract

This article provides background to measuring local government service performance in New Zealand and charts the practice of measuring service levels developed for a large city council. Projects were completed in 2007, 2008, and 2009 for the purpose of informing the city council's strategy development and management decision making. In each case, data were gathered utilizing a range of quantitative and qualitative methods. The evaluation was designed around five interlinked processes. Both service performance and service importance were evaluated using the Orange Consulting Service Performance Index, which combines both dimensions and provides comparable data across the council service areas. The methodology was officially approved by the Office of the New Zealand Auditor-General in 2009.

Suggested Citation

  • Breitbarth, Tim & Mitchell, Rob & Lawson, Rob, 2010. "Service performance measurement in a New Zealand local government organization," Business Horizons, Elsevier, vol. 53(4), pages 397-403, July.
    • Handle: RePEc:eee:bushor:v:53:y::i:4:p:397-403
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    Citations

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    Cited by:

    1. He Jian-Long & Shi Zhong-Ke, 2013. "Alarm the quickly changing of performance evaluation decisive indexes—qualitative to quantitative?," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(1), pages 27-37, January.
    2. Muhammad Umar Bello & David Martin @ Daud Juanil & Rozilah Kasim & Muhammad Najib Razali & Yunos Ngadiman & Talib Bon, 2018. "Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(2), pages 1001-1012, February.

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