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Together we measure: Improving public service outcomes via the co-production of performance measurement

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  • Cherrie Yang
  • Deryl Northcott

Abstract

Not-for-profit organizations (NFPs) aim to deliver public services and achieve outcomes for their beneficiaries. However, little attention has been given to how NFP professionals engage with beneficiaries to develop the performance measures that inform service improvement and accountability. Our findings illustrate how a co-production approach to performance measurement can enhance the meaningfulness of outcome measures, hence supporting service improvement and facilitating ‘collaborations for accountability’ between NFPs and their beneficiaries.Measuring service outcomes can be challenging for not-for-profit professionals. This research illustrates, in a charity setting, how these challenges can be addressed by using a co-production approach to performance measurement that involves beneficiaries. By capturing beneficiaries’ voices and experiences, this co-production approach enabled not-for-profit professionals to better understand their beneficiaries’ needs. It also helped them to produce reliable, outcomes-focused performance information that was useful for demonstrating their organisation’s effectiveness and directing funders’ attention to the interventions that mattered to the not-for-profit organization and its beneficiaries.

Suggested Citation

  • Cherrie Yang & Deryl Northcott, 2019. "Together we measure: Improving public service outcomes via the co-production of performance measurement," Public Money & Management, Taylor & Francis Journals, vol. 39(4), pages 253-261, May.
    • Handle: RePEc:taf:pubmmg:v:39:y:2019:i:4:p:253-261
    DOI: 10.1080/09540962.2019.1592906
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    Cited by:

    1. Norraini Nordin & Ali Khatibi & S. M. Ferdous Azam, 2024. "Nonprofit capacity and social performance: mapping the field and future directions," Management Review Quarterly, Springer, vol. 74(1), pages 171-225, February.
    2. Kingston, Kylie L. & Furneaux, Craig & de Zwaan, Laura & Alderman, Lyn, 2023. "Avoiding the accountability ‘sham-ritual’: An agonistic approach to beneficiaries’ participation in evaluation within nonprofit organisations," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 92(C).
    3. Wenting Ma & Rui Mu & Martin de Jong, 2021. "How Do Political Features Influence the Co-Production of Government Projects? A Case Study of a Medium-Sized Chinese City," Sustainability, MDPI, vol. 13(14), pages 1-18, July.
    4. Vien Chu & Belinda Luke, 2021. "Understanding success in micro‐enterprise development: Dimensions and misconceptions," Public Administration & Development, Blackwell Publishing, vol. 41(2), pages 63-78, May.
    5. Cavicchi, Caterina & Vagnoni, Emidia, 2023. "Digital information systems in support of accountability: The case of a welfare provision non-governmental organisation," The British Accounting Review, Elsevier, vol. 55(5).

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