Evaluating community facilities in local government: Managing for service enablement

Abstract

Strategic management of facilities is now generally accepted best practice. Appraisal of facility performance has developed correspondingly and financial measures are no longer seen as the prime indicator of success. Holistic models that include the processes supporting fulfilment of an organisation’s strategic aims are now considered to provide more appropriate measures. Recent focus in the service‐oriented context of local government authority (LGA) facility management has particularly turned toward such models. This paper discusses the issues and inherent tensions arising from the strategic measurement of local government facilities in a service delivery context. It is argued that outwardly the strategic objective of service delivery is common to the private and public sectors, but fundamental differences in the desired outcomes and responsibilities of the two sectors require different solutions. Even if one accepts the current trend in ‘balanced’ performance measurement, differing parameters in the private and public sectors impact on the design and evaluation of performance measures, especially in relation to process, efficiency, strategy formulation and responsiveness of the organisation to customer needs. If a facility is considered to be an enabler of processes that lead to desired outcomes, these differences must necessarily affect the design of facility performance measurement tools. The research with eight LGAs, reported here, supports the need for a new model for the evaluation of community facilities applicable in the local government context. Using stakeholder‐based focus groups, the need was identified for a service‐oriented model, where the facility is understood as the intersection of aspects of service provision, physical building substance and the community utilising the facility.

Citation

Brackertz, N. and Kenley, R. (2002), "Evaluating community facilities in local government: Managing for service enablement", Journal of Facilities Management, Vol. 1 No. 3, pp. 283-299. https://doi.org/10.1108/14725960310807971