This article provides history 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 finished in 2007, 2008, and 2009 for the purpose of informing the strategy development and management decision making of the city council. In each instance, data were assembled utilizing a range of quantitative and qualitative techniques.
The assessment was designed around five interlinked processes. Both service operation and service relevance were appraised using the Orange Consulting Service Performance Index, which supplies similar data across the council service areas and combines both dimensions. The methodology was formally approved by the Office of the New Zealand Auditor General in 2009.
Service Performance Measurement in a New Zealand Local Government Organization case study solution
PUBLICATION DATE: July 15, 2010 PRODUCT #: BH396-PDF-ENG
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