A service delivery approach to measuring facility performance in local government

Abstract

This paper presents a new method for measuring facility performance that encompasses financial and non‐financial indicators. This method is the outcome of a pilot study conducted with a local government authority (LGA) in Melbourne, Australia. The service balanced scorecard takes a stakeholder approach to the setting of performance objectives in relation to the LGA’s key result areas, and then assesses facility performance balancing financial and non‐financial indicators. The service balanced scorecard takes into account four different perspectives of facility performance – the community, services, building and financial perspectives – resulting in a facility performance profile. While in this particular instance the service balanced scorecard was used in local government, the method may also be adapted for use in a corporate environment.

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