Performance measurement in government services

Abstract

Summarizes a study that was carried out on behalf of a government department in Hong Kong, which provides service to public facilities. The department’s overall performance and the performance of its key divisions were examined as part of an investigation to determine whether they were in a position to compete with the private sector when the government ended the department’s monopoly in this particular sector. The department’s performance profile for a period of 16 months was constructed and the performances of two key divisions were compared. All performance measurements were made using a recent method called operational competitiveness rating (OCRA) analysis.

Citation

Parkan, C. (1999), "Performance measurement in government services", Managing Service Quality: An International Journal, Vol. 9 No. 2, pp. 121-135. https://doi.org/10.1108/09604529910257911