Article2019

Together we measure: Improving public service outcomes via the co-production of performance measurement

28 citations0/0 files storedPublic Money & Management

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Public Policy and Administration Research Evaluation and Performance Assessment Community Development and Social Impact

Abstract

Not-for-profit organizations (NFPs) aim to deliver public services and achieve outcomes for their beneficiaries. However, little attention has been given to how NFP professionals engage with beneficiaries to develop the performance measures that inform service improvement and accountability. Our findings illustrate how a co-production approach to performance measurement can enhance the meaningfulness of outcome measures, hence supporting service improvement and facilitating ‘collaborations for accountability’ between NFPs and their beneficiaries.

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References

1997Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of who and What Really Counts 2012Contemporary performance measurement systems: A review of their consequences and a framework for research 2014What Impact? A Framework for Measuring the Scale and Scope of Social Performance 2008The paradox of greater NGO accountability: A case study of Amnesty Ireland 2001Mission Impossible?: Measuring Success in Nonprofit Organizations 1998Measuring Program Outcomes: A Practical Approach 2010Does Performance Measurement Improve Strategic Decision Making? Findings From a National Survey of Nonprofit Social Service Agencies 2015The co-construction of NGO accountability

Cited by

2020Avoiding the accountability ‘sham-ritual’: An agonistic approach to beneficiaries’ participation in evaluation within nonprofit organisations 2023What motivates users to report service‐related issues? A study on coproduction in a smart public service 2025Exploring the roles of non-profit organizations in co-production: a systematic literature review 2021Understanding success in micro‐enterprise development: Dimensions and misconceptions

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