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References (9)
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J. Belgrave (1995)
PROVIDING A WORLD-CLASS CUSTOMER SERVICEAustralian Journal of Public Administration, 54
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10.1007/978-94-011-0073-1_1
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Donald George (1995)
Review of: Payson, S. "Quality Measurement in Economics: New Perspectives on the Evolution of Goods and Services"The Economic Journal
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Pam Armstrong (1995)
A Model For Analyzing Quality in the Service Delivery Process -
S. Payson (1994)
Quality Measurement in Economics: New Perspectives on the Evolution of Goods and Services -
10.1007/978-94-009-8126-3_11
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Stephen Bartos (1995)
CURRENT DEVELOPMENTS IN PERFORMANCE INFORMATIONAustralian Journal of Public Administration, 54
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J. Brudney, D. Morgan (1988)
Local Government Productivity: Efficiency and Equity -
T. Dalton, L. Dalton (1988)
The Politics of Measuring Public Sector Performance: Productivity and the Public Organization
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1999 MCB UP Ltd. All rights reserved.
- ISSN
- 0951-3558
- DOI
- 10.1108/09513559910301342
- Publisher site
- See Article on Publisher Site
Abstract
The introduction of efficiency improvements and enterprise bargaining into local authorities has been severely hampered by a failure to agree on a method of measuring service productivity. This paper develops an outcomes measure of productivity which, it argues, meets both externally imposed cost efficiency requirements and clients' needs for service effectiveness in terms of quality and equity in delivery. Applications of this measure to library and statutory planning services are provided.
Journal
International Journal of Public Sector Management – Emerald Publishing
Published: Nov 1, 1999
Keywords: Public administration; Enterprise economics; Local authorities; Australia