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Performance Indicators And User Perception. Reflections On The Case Of Public Security In Ensenada, Baja California,Indicadores De Desempeno Y Percepcion Ciudadana. Reflexiones Sobre El Caso De Seguridad Publica En Ensenada, Baja California

Author

Listed:
  • Isabel Adriana Escobedo Fuentes
  • Sheila Delhumeau Rivera
  • Andrea Spears Kirkand

Abstract

Adaptation to change constitutes one of the most valuable qualities utilized by the private sector in order to subsist. However, this quality is not exclusive to the private sector; public administration has been affected by the same necessity. Government authorities have conducted benchmarking exercises with the private sector to adapt traditional managerial practices to more revolutionary strategies, which has given rise to what is now known as New Public Management. The use of performance indicators, as a measure of control, constitutes one of the new strategies used by government officials to determine compliance with standards established in their plans and programs. In this study, we present the case of the Municipal Department of Public Security of Ensenada, Baja California, and analyze the pertinence of the current instrument based on performance indicators, which is used to determine compliance. In order to determine the effectiveness of the system, we compare results obtained from a government-designed survey with those obtained from an instrument designed in this study to measure user perception. We conclude that the results obtained by the government agency do not accurately reflect user perception.

Suggested Citation

  • Isabel Adriana Escobedo Fuentes & Sheila Delhumeau Rivera & Andrea Spears Kirkand, 2013. "Performance Indicators And User Perception. Reflections On The Case Of Public Security In Ensenada, Baja California,Indicadores De Desempeno Y Percepcion Ciudadana. Reflexiones Sobre El Caso De Seguri," Revista Internacional Administracion & Finanzas, The Institute for Business and Finance Research, vol. 6(3), pages 45-58.
    • Handle: RePEc:ibf:riafin:v:6:y:2013:i:3:p:45-58
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    References listed on IDEAS

    as
    1. Moguillansky, Graciela, 2006. "Australia y Nueva Zelandia: la innovación como eje de la competitividad," Comercio Internacional 4415, Naciones Unidas Comisión Económica para América Latina y el Caribe (CEPAL).
    2. Bonnefoy, Juan Cristóbal & Armijo, Marianela, 2005. "Indicadores de desempeño en el sector público," Manuales 5611, Naciones Unidas Comisión Económica para América Latina y el Caribe (CEPAL).
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Public Management; Performance Indicators; User Perception;
    All these keywords.

    JEL classification:

    • M48 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Government Policy and Regulation
    • R50 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Regional Government Analysis - - - General
    • Z18 - Other Special Topics - - Cultural Economics - - - Public Policy

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