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Improving Public Services
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Improving Public Services: International Experiences in Using Evaluation Tools to Measure Program Performance

Douglas J. Besharov, Karen J. Baehler, and Jacob Alex Klerman


The government performance movement has been in full swing for decades around the world. So, why do so many public programs and organizations continue to underperform? A major reason is that measuring the types of performance that people value most—real outcomes for citizens—continues to be an elusive goal. And why is performance measurement so hard? Because performance managers have not taken full advantage of the tools and knowledge available in the field of program evaluation. The worlds of performance measurement and program evaluation have much to learn from each other, but they remain la ... More

Keywords: performance measurement, performance management, performance indicators, public management, comparative public management, program evaluation, program improvement, managing for outcomes, managing for results, logic models

Bibliographic Information

Print publication date: 2017 Print ISBN-13: 9780190646059
Published to Oxford Scholarship Online: December 2016 DOI:10.1093/acprof:oso/9780190646059.001.0001


Affiliations are at time of print publication.

Douglas J. Besharov, editor
Norman and Florence Brody Professor, University of Maryland

Karen J. Baehler, editor
Scholar in Residence, American University

Jacob Alex Klerman, editor
Principal Associate, ABT Associates

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1 Introduction

Douglas J. Besharov, Karen J. Baehler, and Jacob Alex Klerman

Part 1 Unifying Themes

2 Modern Performance Measurement

Douglas J. Besharov and Douglas M. Call

3 Measuring and Managing Farther along in the Logic Model

Karen J. Baehler and Jacob Alex Klerman

Part 2 National Applications

6 Top-Down Strategies for Service Improvement in UK Public Services

James Downe, Steve Martin, and Tony Bovaird

8 Institutional Contexts and Service Delivery Reforms

Ariel Fiszbein and Yasuhiko Matsuda

9 Performance-based Payments in the Turkish Health System

Gulbiye Yenimahalleli Yasar and Pinar Guven-Uslu

Part 3 Performance Contracting

11 Welfare-to-Work Performance-based Contracts in New York City

Swati Desai, Lisa Garabedian, and Karl Snyder

13 Workforce Development Programs

Kevin Hollenbeck and David Pavelchek

Part 4 Conclusion

14 Using Logic Models to Strengthen Performance Measurement

Douglas J. Besharov and Douglas M. Call

End Matter