Performance Management Systems in the Public Sector Module5

Summary

This final module of the Performance Management e-learning course focuses on citizen-driven performance measurement in the public sector. It highlights the importance of measuring performance against set standards to drive continuous improvement. The module explores various global models from countries like Australia, Canada, Thailand, and Indonesia, emphasizing the need for citizen satisfaction as a critical measure of governmental service quality. Through citizen feedback and experience data, governments can tailor services better to community needs, thereby enhancing accountability and trust. Key tools like satisfaction surveys, feedback forms, and innovative approaches such as mystery shopping are discussed. By understanding and analyzing key drivers of satisfaction, governments can make informed service improvements and prioritize resource allocation efficiently to better meet citizen expectations.

Highlights

• Citizen-driven performance measurement empowers citizens to influence public services. 🌟
• Feedback aids in resource allocation, ensuring funds are directed where they’re needed most. 💰
• Performance data is crucial in understanding the efficiency and effectiveness of services. 📈
• Innovative methods like mystery shopping enhance citizen engagement and data collection. 🕵️‍♀️
• Comparison of international models provides insight into effective public service strategies. 🌏
• Trust and transparency are bolstered through active citizen feedback mechanisms. 🔐

Key Takeaways

• Citizen feedback is vital for continuous improvement and accountability in government services. 📊
• Global examples show diverse approaches to performance measurement from Australia to Canada. 🌍
• Satisfaction surveys and feedback forms are powerful tools for gathering citizen input. 📝
• Understanding key drivers of satisfaction helps prioritize improvements in service delivery. 🚀
• Citizens play a key role in shaping public services to better meet their needs. 🤝
• Effective performance management fosters trust and ensures better use of resources. 🔍

Overview

In the ever-evolving landscape of public sector management, citizen-driven performance measurement stands out as a beacon of reform and accountability. This module delves into how collecting and analyzing data from those who are served—citizens—can reshape public services to be more efficient and transparent. It's about ensuring that citizens are not just passive recipients of government services but active contributors to its continual refinement.

Drawing from global practices, from the Australian model's focus on satisfaction and trustworthiness to Thailand's strategic integration of public feedback in service design, the module shows that there is no one-size-fits-all. Each country employs unique methods tailored to their specific contexts yet shares a common goal: elevating citizen satisfaction and improving service quality.

Tools like satisfaction surveys, focus groups, and more unconventional methods like social media engagement or mystery shopping, provide a nuanced understanding of what citizens need. This, coupled with rigorous data analysis of key satisfaction drivers, allows governments to strategically prioritize and implement changes in public service management, ultimately fostering a trusting relationship between citizens and their governments.

Chapters

• 00:00 - 00:30: Introduction to Module 5 In this introductory chapter of Module 5, Monica Dandras sets the stage for the final part of the Performance Management e-learning course, which focuses on citizen-driven performance measurement. She begins by briefly recapping previous modules, particularly Module 1, where the definition of Performance Management was covered. This chapter will pivot to emphasize the measurement aspects of Performance Management, outlining the learning objectives and how this ties into the culmination of the course.
• 00:30 - 05:00: Citizen Driven Performance Measurement The chapter titled 'Citizen Driven Performance Measurement' focuses on measuring performance against agreed-upon standards and using data to drive continuous improvement. It reflects on concepts from module 4 about performance improvement through incentives. It introduces the Results-Based Performance Management System (RBPMS), which uses various metrics or indicators to measure performance.
• 05:00 - 10:00: Measuring Citizen Satisfaction The chapter "Measuring Citizen Satisfaction" explores the importance of a citizen-driven approach to evaluating government performance. It discusses the principal-agent theory, where citizens act as principals who delegate authority to the government (the agent) with expectations of accountability and transparency. This framework underlines why governments need to measure how citizens perceive their services to ensure they act in the public's best interest.
• 10:00 - 20:00: International Models of Citizen Satisfaction This chapter explores the concept of citizen satisfaction within the context of government services. Drawing parallels with customer satisfaction as defined by the American Society for Quality, it defines citizen satisfaction as a measure of how well citizens perceive and feel that government services and programs are developed with their needs in mind. The chapter elaborates on this adaptation and discusses various forms it can take, such as BAS (Bas Social).
• 20:00 - 30:00: Philippine Models and Tools This chapter focuses on various models and tools used in the Philippines for improving government services. It emphasizes 'citizen satisfaction' as a key metric, advocating for an 'outside-in' approach to performance measurement. This approach leverages feedback from citizens to help the government enhance or redesign service delivery. The methodology centers around using citizen-driven measurement tools to align services with public needs and expectations.
• 30:00 - 45:00: Key Drivers and Dimensions of Satisfaction The chapter discusses the key focus of governments and their subdivisions, which is to satisfy citizens. It explains the impact of citizen-driven performance measurement on managing the performance of public sector organizations. This approach helps improve public services by spotlighting areas where citizens feel services are lacking or improvements can be made.
• 45:00 - 50:00: Summary and Conclusion The chapter discusses the importance of government officials in allocating resources effectively and enhancing the quality of services. By actively seeking and responding to citizen feedback, officials demonstrate transparency and accountability. This process of gathering feedback is crucial as it gives citizens insight into the decision-making processes, thereby fostering trust between citizens and elected officials.

Performance Management Systems in the Public Sector Module5 Transcription

• 00:00 - 00:30 good day everyone I'm Monica dandras I will be delivering module five of the Performance Management e-learning course this is the module on citizen driven performance measurement also the last module of this e-learning course let me start by reviewing some of the concept you learned so far in module one you learn about the definition of Performance Management in this module we'll focus on the measurement side of Performance Management we explore how to
• 00:30 - 01:00 measure performance against agreed upon standards track progress and use performance data to drive continuous Improvement do you still remember what you learned from module 4 is it about uh performance and uh that can be improved by giving incentives in module 4 the results based performance management system or rbpms measures performance using various metrics or indicators one of the Met is
• 01:00 - 01:30 citizen satisfaction why the need for a citizen driven measurement why it matters remember the principal agent theory model where the citizens are the principal who delegate um authority to the government and with the delegated authority there is a certain expectation that the government will act on their behalf with accountability and transparency such that when the citizen transacts with a government they can
• 01:30 - 02:00 feel and experience that government services or programs are developed and given with their with them in mind what is citizen satisfaction then an adaptation of the customer satisfaction as defined by American Society for Quality citizen satisfaction is a measurement that determines the level of satisfaction of citizens with the government delivery of services it can be in the form of BAS Bas Social
• 02:00 - 02:30 Services economic development services regulatory services or even law enforcement Etc in addition in addition citizen satisfaction is an outside in approach in performance measurement where information from the citizen can help the government identify how to best improve or change the design and delivery of each Services based on a citizen driven measurement tool let me reiterate that in the citizen centered
• 02:30 - 03:00 approach the main focus of governments and every subgroup within the government is to satisfy its citizen the effect of Citizen driven performance measurement to managing the performance of public sector organization are as follows first it helps improve Public Services feedback from the citizen can help in putting the spotlight on areas that citizen feel Public Service are lacking or where Improvement can be made it could result
• 03:00 - 03:30 to a better job in allocating resources and enhancing the quality of services provided to the public it also enhances accountability by requesting and responding to Citizens feedback government official are actively demonstrating transparency and accountability when Gathering feedback officials are offering the citizen a new look into the decision making process this can help build trust between citizens and elected officials it also
• 03:30 - 04:00 tailor services to community needs G gaining a better understanding of citizens feedback will help governments tailor public services to meet the specific needs of their Community rather than allocating resources towards improvements in your city or your commune that no one will notice or appreciate putting funds and resources directly into the areas of complaint will be more notice ible this process
• 04:00 - 04:30 will lead to a more responsive and effective local government management or national uh government management lastly it makes citizens feel appreciated engaging citizens in providing feedback and opinions about their service uh experience in the government or in transacting with the government um can help in many ways these positive effects can include fostering a sense of
• 04:30 - 05:00 ownership making citizens feel directly involved and overall better relationship between National official local officials and citizens let me just reiterate that effective Performance Management can directly contribute to improved citizen satisfaction and vice versa also having satisfied citizens is an indicator of a good principal agent performance we move on to the second part of this module which is measuring and
• 05:00 - 05:30 satisfaction Peter drer could not have emphasized more strongly the critical importance of monitoring and measuring performance when he said if you can't measure it you can't improve it the previous modules of this eour emphasize the need to have data in measuring performance and in measuring performance or in monitoring performance we will be able to derive two types of data the performance data and the experience exp erience uh experience data and um in an
• 05:30 - 06:00 OCD uh or the organization for economic cooperation and development um Forum or oecd Forum it was highlighted that monitoring performance will yield performance data and experience data do you recall the model presented to you again in module 4 wherein um the results based Performance Management System is a
• 06:00 - 06:30 good example of where a collection of performance data is monitored and measured performance data are metrics on the efficiency and effectiveness of Service delivery they are used to track how well Public Services meet predefined standards and goals examples are Service delivery standards where you measure average response time processing or turnaround time in the case of complaints for example it's the resolution rate another example example
• 06:30 - 07:00 is the operational efficiency here the government tracks volume of services provided resource utilization rates and costs which are very important in having an efficient government where resources are not wasted and fully utilized for its and for its intended purpose and we have also the compliance and quality performance data dealing with adherence to regulation quality control outcomes error rates are also in this category so
• 07:00 - 07:30 those are uh example of performance uh data but when a public sector operation conducts satisfaction surveys they are actually seeking the experiences and satisfaction of the citizen this is another form of data which we call experience data thus uh in performance measurement at this point is a dri is driven by citizens experience where citizens insights are used to improve
• 07:30 - 08:00 and enhance government Service delivery example are for this uh experience data one is the user satisfaction survey where wherein you um you will uh get uh ratings on service quality feedback on the ease of use of uh of transacting with government and overall data on overall satisfaction of the citizen to the government
• 08:00 - 08:30 we also have user inter interviews and focus group here data can come from indepth discussions to understand user needs expectations and experience it is important to also gather positive feedback feedback and complaints if there are any for for complaints for example immediate action is crucial uh crucial because this are uh complaints are basically the the experiences of uh of our citizen while they are transacting
• 08:30 - 09:00 to our uh government here uh on your screen right now are the most commonly used tools in measuring citizen satisfaction satisfaction surveys and feedback forms are the most common while there are other not so conventional tools which the government can use in getting citizens feedback such as utilizing citizens as monitors the social media the mystery shopping uh approach
• 09:00 - 09:30 these non-conventional approaches using Gathering feedback can also address information asymmetry I think uh you uh encounter this word uh in the previous uh modules so at this point it will be good to look quickly on some of the different modules of Citizen uh models of uh citizen satisfaction in other economies we have models of citizens driven performance measurement from Australia Canada Thailand and Indonesia
• 09:30 - 10:00 let me start with the Australian model the Australian models measure how satisfied Australians with Australian Public Services they uh that they access in the last uh 12 months aside from the satisfaction Australians uh perception of the trustworthiness of Australian public services are also captured in their uh survey the model generates agency level results Compares outcome across agency and uh across Live Events
• 10:00 - 10:30 where multiple multiple Services may be accessed for a common underlying reason like when a person travels gets employed or even webs no for uh Canada they have the Citizens First for uh citizen accessing the government services at the municipal provincial and federal levels the model gives clear direction for improving service quality with a strong focus on getting the key key drivers of
• 10:30 - 11:00 satisfaction we will talk about this more uh later about the key drivers of uh satis uh satisfaction and by the way they also have Canada also have business first this one focuses on businesses another example is uh is the Thailand uh model Thailand utilizes citizens feedback in designing public services in line with their strategic plan of the develop of public sector development uh from 2024 to 27 they have open
• 11:00 - 11:30 go uh spaces and open go citizen so open go uh spaces these are public spaces that facilitate collaboration and engagement among various stakeholders for a meaningful participation and wider approach uh in providing uh feedback while uh open go citizen this focuses on ensuring provincial development plans are aligned with local community needs and aspiration it facilitates open
• 11:30 - 12:00 dialogue to identify actionable strategies addressing local priorities while for Indonesia they have the what they call the public service law number 25 uh promulgated in 2009 which aims to improve the delivery of Public Services by creating mechanism for determining minimum service standards they Implement skm which means uh in English public or or Community uh
• 12:00 - 12:30 satisfaction survey with the aim of getting feedback from the citizen to improve the quality of Public Services across all levels of government so in the case of the Philippines various tools are employed to get the citizens feedback in terms of their experience in transaction in transacting with the government client satisfaction survey became very popular when uh satisfaction rating was included as one of the very verifiable data to
• 12:30 - 13:00 show uh an agency's uh performance under the Philippine results based uh Performance Management System again it was discussed in module 4 currently a prominent tool in relation to satisfaction uh study in the Philippines is the client satisfaction measurement tool of the anti- red rape Authority which transact uh which uh tracks uh the citizens experience of government uh offices the anti- red tape by the way uh
• 13:00 - 13:30 the anti- red tape Authority by the way is an uh attached agency of the Office of the President that is tasked to oversee and implement the national policy on ease of doing business and anti- red tape in the Philippines the feedback from the citizens that transacted in a particular office is uh EMASS to help that office provides better service note that uh that a citizen get to answer this survey every time he or she trans ta with government offices another tool is the
• 13:30 - 14:00 contact center n Bayan Bayan means country this is a pioneering feedback facility managed by the Civil Service Commission uh it serve as a multi- channel help desk where citizens can request information and assistance on government uh Frontline services and procedures it can be used to report complaints even Commendation and even suggestion so lastly we have the what we call the hotline 8888 or this is
• 14:00 - 14:30 actually a complaint desk this is used to file complaint to the government its staff or officials and complaints can be registered through call text message website portal and email let me share to you the Philippine case uh which is actually the citizen satisfaction and business satisfaction uh studies uh this uh um tool or our
• 14:30 - 15:00 pattern after uh the American customer satisfaction index the service quality model or Ser wall and especially uh the Citizens First and business first of the Canada's Institute for citizen centered service research studies uh the pin model model draws heavily on the uh Canadian model particularly it's Citizens First and business first um model so uh similar to the Canadian
• 15:00 - 15:30 model sitat and bat uh seek to track performance on key metrics of present service experience and uh at the same time identify existing service gaps key drivers of satisfaction and top priorities for service improvement from the key drivers of satisfaction we ALS uh we can also eventually formulate service quality standards that Define the level of EX of service that the transacting public EXP expects from the government with the service quality
• 15:30 - 16:00 standards you will be able um a trans uh citizen can be able uh to experience standard Service delivery um whether um he or she is availing it in a particular office at the national level or even at the local level they will have the same service experience if we have a service quality standards note that uh seat and bat uh gets the satisfaction score at
• 16:00 - 16:30 the aggregate level or at the national level we do not compute agency or organizational satisfaction level that makes it which makes it uh really different from other initiative uh in the Philippines among other things so um to define the key uh key metrics the SE set considered the dimension of quality as defined by parasuraman at all they are uh the tangibles reliability responsiveness assurance and empathy
• 16:30 - 17:00 however after a series of consultation the dimension adopted by the seat and bat are almost close to the original 10 dimensions of the service quality uh in the early uh years of the Ser quall um I will talk about the dimension in the next slide but before we move to the next slide it should be highlighted that sitat and bat like the parasuraman model uh compare citizens uh expectation
• 17:00 - 17:30 before a service encounter uh as against uh to their perception of the actual service experience yielding information on gaps or gaps uh between expected service and perceived service so uh these are the service quality Dimensions included in the cat and datat we have uh responsiveness um which is characterized by the ability to solve the problem fast the willingness
• 17:30 - 18:00 to help assist and uh provide prompt service to Citizens and uh businesses we also have the uh Assurance uh quality Dimension uh which means uh or um which means that it your your capability or the capability of the Frontline staff to perform uh their duties having the technical knowledge understanding of uh the citizens needs this dimension also considers uh helpfulness and good
• 18:00 - 18:30 working relation uh relationship then we have reliability or quality um this uh talks about the ability uh to provide services accurately uh on time and credibly uh uh in accordance with the policies and standards um with uh zero to a minimal error rate the provision of what is needed and what was promised then of course we have also Integrity uh
• 18:30 - 19:00 the assurance that there is an honest just uh uh honest and just and fair uh uh delivery of services and um this also uh it's very close to the trust uh in each uh service while uh dealing with the citizens and uh uh businesses in general and then uh another quality Dimension is the access and facility the
• 19:00 - 19:30 convenience of location the ample amenities for uh a comparable uh transaction and the use of clear signages and modes of uh and the modes of technologies that uh um government uh offices uh will use can be um included in this uh service quality Dimension uh another uh Dimension is uh communication uh this uh talks about the act of keeping Citizen and businesses
• 19:30 - 20:00 informed in a language that they can easily understand as well as uh listening to their feedback uh for the cost Dimension um uh this one um points to the satisfaction uh on the timeliness of the billing or the ease of uh payment or the value for money and uh including the cost of each uh service and then uh lastly we have the outcome service
• 20:00 - 20:30 quality di menion uh the rate in terms of uh achieving outcomes or realizing the intended benefits of government uh Services um please note that all these dimensions are included in the survey and each Dimension usually have two to three uh attributes or features or um that are uh translated into question um that our uh respondents our citizen will need to answer so as mentioned um aside
• 20:30 - 21:00 from the overall satisfaction score the seatat and bat also provide the key drivers of satisfaction through the key driver analysis so it's not just merely uh doing satisfaction score but also uh going into a deep d uh deep uh dive on um the drivers of satisfaction so KDA or the key drivers analysis analysis is a
• 21:00 - 21:30 statistical approach used to identify and quantify the factors factors means uh drivers that most significantly impact the outcome or dependent uh the outcome or dependent variable uh of us uh of satisfaction for the DAP uh well for the DAP initiative KDA was used to determine the factors that most impact citizen satisfaction with government Frontline
• 21:30 - 22:00 Services uh in doing uh in doing this the study was able to identify areas of improvement that offer the greatest impact to improve satisfaction score it defines the opportunities that makes that make the biggest difference in citizens uh or business experience and allow prioritization and allocation of resources accordingly KDA will also show early warning signs of lower
• 22:00 - 22:30 performance so uh on your screen are attributes and dimensions that uh uh that we gathered in uh 2022 with the highest percent uh contribution to the overall satisfaction score relative to the other attributes uh these are computed uh using linear regression uh regression so these were the key drivers for sitat uh year 2022 we have nine
• 22:30 - 23:00 um and then also uh similarly we were able to derive the key drivers of satisfaction also in 2023 for the business satisfaction uh what is it that you notice in the slide particularly the dimension uh please yeah think think about it uh and yes if you uh if you answer that there are two to three attributes belonging to one dimension signifying the Rel uh that that that
• 23:00 - 23:30 actually signify the relative importance of this Dimension and all eight identified Dimension are represented uh here note further that there are drivers that uh are similar for both Citizen and businesses now on your screen are the frequently or uh uh key drivers that appeared about 2 to three times in the course of 5 years
• 23:30 - 24:00 so starting from 2018 to 2023 uh we were able to um gather this most common uh key drivers of satisfaction we have uh access and Facilities uh we have two attributes for Access and Facilities uh one attribute for outcome uh two attributes uh for Comm Communication Service Dimension One
• 24:00 - 24:30 for uh awareness uh and one each for responsiveness integrity and cost to extract further Insight from the key driver's analysis the study utilizes data visualization using 2x2 matrix uh which allow us to investigate potential relationship between two data points the impact or importance of a driver in the your y AIS and the performance of the driver in the xaxis The Importance uh performance
• 24:30 - 25:00 Matrix serves as an evidence-based guide to decision making and prioritization of service design Improvement it has actually Four uh quadrants um let me explain the the four quadrants the first quadrant or quadrant uh one uh talks about uh core strength um here um the service attributes located here have high per uh importance and
• 25:00 - 25:30 have high performance score relative to the other service attributes these need to be protected maintained and communicated to all stakeholders quadrant 2 uh is where the critical gaps are um uh the service attributes in this quadrant have high importance but performance scores are lower relative to the other service attributes these need to be improved approv for Quadrant 3 and four uh the
• 25:30 - 26:00 law impact attributes and secondary attributes respectively um quadrant three is where the service attributes that have low importance and lower performance score relative to the other service attributes these need to be monitored while Quadrant 4 has the law importance but their performance scores are high this um this is what we call the secondary attributes and um this should be uh
• 26:00 - 26:30 kept okay and then um when you process the different attributes there are attributes that will fall in a particular quadrant using the importance uh performance Matrix or IPM you can clearly see where are the core strengths and what attributes that need to be uh need to be improved again those are the those are in Q2 Or the critical gaps in
• 26:30 - 27:00 2023 um the study uh conducted by d uh dap uh y them that uh there are only a few attributes that needs to be improved uh these are complete and accurate uh information reachable and responsive agency hotlines so those are uh critical uh gaps um and if the Philippine uh public sector would like to maintain the
• 27:00 - 27:30 gains it achieved uh previously there are quite a number of service attributes that need to be protected and that is in quadrant 1 you can see that there are many attributes uh there in quadrant one and um yeah uh we we need to uh uh protect that we need to provide the same level of service so that it will stay in that quadrant with the IPM it is possible to identify clear priorities
• 27:30 - 28:00 for improving Service uh quality by just looking at uh this visual uh model so I will um uh summarize the key points of this uh module into four um uh major cluster uh the first one is that uh evidence-based decision making is important uh we cannot uh stress this enough using data and metrics to measure performance help public sector
• 28:00 - 28:30 organization make informed decision and at the same time uh allocate resources more efficiently and um this uh strengthen accountability the second one is that citizen satisfaction as a measure of performance creates a culture of continuous Improvement that supports citizen centered services and Service delivery through citizens engagement for the third uh key Point uh properly manag
• 28:30 - 29:00 performance processes lead to a more reliable efficient and citizen centered services and Service delivery when a public sector uh Services meet or exceed citizens expectation satisfaction increases and uh the last key point is on uh Performance Management uh when it is properly executed uh it can align public sector processes and action with citizens expectations and needs thereby enhancing
• 29:00 - 29:30 satisfaction and building trust in government so I would like to leave you with this quote from koline cvin a former acting commissioner of the US Social Security Administration quote the way I see it our customers don't have a choice when it comes to obtaining our services they can't go to a competitor if you are if we are not performing well so we have an
• 29:30 - 30:00 even greater responsibility than does the private sector to provide a great experience for our customer end quote thank you and I hope you learn something from this modu