An Inquiry into Balanced Scorecards within Best Value Implementation in UK Local Government

The aim is of this paper is to conduct an exploratory study into the use of Balanced Scorecards as an approach to implementing Best Value in UK local government. Furthermore, a participant-observation method is used to study the development into a Balanced Scorecard within local government.
There is a need to critically evaluate approaches to implementing Best Value so that local government can determine how to achieve the service performance levels laid down in the framework. There is a paucity of systematic studies exploring and critiquing the effectiveness of using the Balanced Scorecard in Best Value implementation. The paper describes an exploratory multiple case research study followed by longitudinal participant-observer research on Balanced Scorecard development in a Best Value context. The findings show that the Balanced Scorecard can play a key role in Best Value implementation. Moreover it is also useful in linking other improvement initiatives. However, the Balanced Scorecard process must be informed by organizational and environmental information that is both accurate and adequate. The audit functions of the Business Excellence Model go some way to providing this information.     

Expectations from Administrative Reforms: An Attempt to Implement the Balanced Scorecard in a Public Sector Organization

The aim of this case study is to explore what actors in a Swedish municipality expect from a new administrative reform (i.e., an attempt to implement the Balanced Scorecard). The findings show that the expectations on changes are highest among the politicians, moderate among the administrators, and lowest among the operative employees. The differences can be explained by the way the reform is anticipated to favor or disfavor the actors, who in turn are influenced by the actors' past experiences. Most of the expressed expectations concern expectations of the outcome of the administrative reform, but some concern expectations on the reform itself.     

Satisfaction with and Success of Employee Training from a Public Service Motivation Perspective

New public management requires modernization processes, including modern human resource practices, to enhance public sector performance. According to human capital theory, well-qualified and highly motivated public sector employees improve institutional performance; this study investigates the extent to which employee training as human resource practice can enhance one component of employees’ public service motivation (PSM), namely public interest, and their competencies as employee outcome. We examine public interest as a mediator or a moderator of the relationship between satisfaction with employee training and the resulting competence gain. The findings indicate a positive direct effect of satisfaction with employee training on competence gains and a mediating effect of public interest.     

Collaborative Crisis Management and Leadership in the Public Sector

The goal of this article is to discover how leadership competencies affect the perceived effectiveness of crisis management. The study, based on a self-reported survey of executive public leaders in Turkey, found that the core leadership competencies have a positive relationship with the effectiveness of crisis management. Among task–oriented, people–oriented, and organization-oriented categories of leadership behaviors, task-oriented leadership behaviors were found with the highest level of impact on the effectiveness of crisis management. The study demonstrated the importance of the core leadership competencies in the effectiveness of crisis leadership. The hypothesis testing with the covariance structure model supported the positive impact of the core leadership competencies on the effectiveness of crisis management. This study contributes to the literature on leadership during crisis situations, and also provides proposals for public managers and practitioners to increase their effectiveness in leading their organizations during crises.     

CELEBRATING ADVERSITY: INTER‐ORGANIZATIONAL DEPENDENCE AND PUBLIC SECTOR PERFORMANCE REPORTING IN THE AUSTRALIAN FEDERAL POLICE

Many aspects of public policy delivery involve complex networks rather than independent agencies. Yet little work has been done to understand the nature of performance measurements in settings where the performance of one agency is heavily dependent on the activities of other agencies. The issue of dependence has implications for operational and reputational risks. Our case study is focused on performance reporting by the Australian Federal Police (AFP). Our findings indicate that performance reporting remains heavily focused on input and process measures with relatively few output or outcome measures. Contrary to expectation, the AFP did not claim credit for success and attribute poor performance to other stakeholders. However, a higher than expected proportion of the dependent performance measures were positively framed.     

Improving Competency-Based Education through Empirical Evaluation: A Mixed Methods Study of A Masters of Public Administration Program

ABSTRACT

This study is focused on the problem of the mismatch of competencies of Masters of Public Administration (MPA) graduates in Russia and current Russian public servants. A mixed methods approach was used to analyze quantitative (n = 734) and qualitative data about the real-world competencies of local, regional, and federal government officials in comparison to what MPA graduates get from their education. The comparison of competency models of MPA graduates and government officials indicated that the most of the competencies are useful in public administration practice, but there is still lot to change in the approach of compiling the content of MPA educational standards and educational programs.     

Predictors of an Effective Performance Measurement System: Evidence from Municipal Governments in Turkey

The study examines the predictors of effective performance measurement in the context of Turkish municipalities. Theoretical guidance of context-design-performance model has been utilized to examine the contextual and design factors which have influenced the effective use of performance measurement systems in Turkish municipalities. It is hypothesized in the study that external support and organizational support for the use performance measurement, and technical capacity for the performance measurement are associated with quality of performance measures and effectiveness of performance measurement systems in general. The results of the study supported the hypotheses of the study regarding the relationships among organizational support, technical capacity, quality of performance measures, and effectiveness of performance measurement. Although the results confirmed that external support has an indirect effect on effectiveness of performance measurement via technical capacity and quality of performance measures, the hypothesis regarding the direct effect of it on effectiveness of performance measurement was not supported.     

The Relationship between the Leadership Effectiveness and Emotional Competence of Managers in the Public Sector

This article reports on the perceived relationship between leadership effectiveness and the emotional competencies of managers in the public sector, and the impact of this relationship on service delivery. In the light of continual protests over government’s poor service delivery to the public, doubts are raised about the leadership effectiveness of public officials. Research has identified the leadership effectiveness of managers in the public service as crucial for quality service delivery. Industrial psychologists have also identified leadership effectiveness and emotional competencies as important ingredients for success in organizations. This is due to the facts that effectiveness and efficiency can be attained only if an appropriate leadership style and manager’s emotional competencies or abilities are in place. Findings from the research indicate that currently managers in the public sector possess insufficient emotional competencies to subdue emotional outbursts and achieve effective leadership. Based on the findings and the literature, the conclusion is that it is imperative for managers of public entities to acquire effective leadership skills and become emotionally competent. Relevant training and interventions, and a comprehensive management recruitment process, should be put in place.     

Business Process Re-Engineering and Balanced Scorecard in Swedish Public Sector Organizations: Solutions for Problems or Problems for Solutions?

This article analyzes and discusses the adoption and implementation of Business Process Re‐Engineering (BPR) at a hospital and Balanced Scorecard (BSC) at a local government. At the hospital, BPR was adopted as a solution to problems, but became de-coupled from operations, and later used for legitimacy reasons. At the local government, without having identified clear problems, BSC was adopted as an attractive solution but became coupled, rather than de-coupled, to operations. Our study shows that de-coupling does not follow the path proposed by neo-institutional theory, and that legitimacy from popular management concepts can be obtained both by coupling and by de-coupling the concepts from operations.     

Administrative reform in global perspectives: a symposium

ABSTRACT

This study examines public officials' preferences for different performance measures. Understanding these preferences is important for public officials to reach consensus on performance measurement. It finds that public officials overwhelmingly favor outcome measures, although output measures are more likely to be used in government. Public officials favor the capacities of outcome measures in addressing organizational goals and achievements. Measurement validity is not a major concern to public officials in their selections of performance measures. Finally, public officials favor the use of outcome measures in performance monitoring rather than in resource allocation.     

Assessing the EU’s Transatlantic Regulatory Powers Using the Choice of Policy Instruments as Measurement of Preference Attainment

To what extent is the European Union (EU) exercising global regulatory power? This article investigates this question through a comparative study of two significant global policy fields: data-protection and banking with a special focus on the choice of policy instruments. Both cases suggest that the actual role of the EU is more complex than either exercising or being subjected to global regulatory power. This concerns not only the relationship between the EU and the member-states. The article suggests that the EU is in a better position to conclude global regulatory deals when the negotiating competencies sit with one EU institutional actor.     

From Accountability to Decision-Making? Budgeting with Mandated Performance Measures

Government agencies in many nations, including local school districts in the United States, are under pressure to shift to an outcome-based approach to accountability. While the implications of such systems are widely debated, the use of performance measures within local school districts for budgetary decision-making has received relatively little attention. This study of school business officials finds that mandated performance measures, specifically standardized test scores, are important factors in budgetary decision-making but less influential than other factors. Variables that help explain the influence of mandated performance measures include district performance, socio-economic status, and the importance of community involvement in decision-making.     

CORPORATE CAPACITY AND PUBLIC SERVICE PERFORMANCE

Corporate capacity is arguably a key determinant of the success or failure of public sector organizations. However, while there is growing evidence on the extent of corporate capacity, few researchers have systematically examined whether it is linked to public service performance. Does a larger corporate centre lead to better or worse performance for the organization as a whole? To answer this question we apply seemingly unrelated regression to measures of effectiveness, cost‐effectiveness and equity in English local government. We find that the effect of corporate capacity on performance is nonlinear, following an inverted u‐shaped pattern, and that its positive effect turns negative around the mean for effectiveness and cost‐effectiveness, and above the mean for equity. The study therefore suggests that senior managers face important trade‐offs between organizational goals when deciding on the appropriate level of corporate capacity.     

Reforms to enhance accountability and citizen involvement: a case study of the hong kong hospital authority

The article begins by examining current issues in thinking about accountability, citizen involvement and empowerment. The discussion then moves to the particular context of Hong Kong. Recent reforms to public hospital services are reviewed in the light of the territory's traditional values of paternalistic bureaucracy and minimal citizen involvement. It is shown that despite good intentions to enhance public accountability and cgitizen involvement, in practice there has been little substantive change in the distribution of power between the ruling elite, health care professionals, and the actual service users. Whilst more information about service performance may now be available, opportunities for citizen involvement and representation continue to be carefully managed by the administration. The net result is that only a very few members of the lay public have been appointed to the new bodies that are now responsible for the governance of the public hospitals. Nearly all of those appointed to such bodies are unrepresentative of the normal service users being drawn, instead, from members of the mostly non-public hospital users - namely Hong Kong's very wealthy professional and business elites. For most of the general public, therefore, the reforms have been less about empowerment and involvement and more about informing them of the changes that have been introduced or of educating them so that abuses of the system can be reduced, or their help enlisted in locally organized fund-raising functions. The article concludes that however well-meaning the reformers might have been in terms of endeavouring to enhance accountability and citizen involvement, the impact of such efforts are likely to be seriously limited whenever underlying administrative or social values conflict with those that ostensibly guide the reforms.     

The New Era of Stakeholder Engagement: Gaining,Maintaining, and Repairing Legitimacy in Nonprofit Organizations

The need for nonprofits to foster legitimacy within their communities has led to growing calls for mechanisms of sound governance based on the engagement of stakeholders in organizational activities. Previous studies have investigated the mix of governance mechanisms used by nonprofits to manage legitimacy, without paying attention to the different challenges of legitimacy these organizations face. Aiming to fill this gap, this article employs a multiple case study methodology to explore how mechanisms for engaging stakeholders in governance can be shaped by the need to gain, maintain, or repair legitimacy. The findings show that formal mechanisms based on the direct designation of board members by local stakeholders play a pivotal role in repairing legitimacy. Gaining legitimacy requires actual participation of stakeholders, while maintaining legitimacy calls for formal mechanisms that balance representativeness and competencies of the leadership.     

Intentional and unintentional injuries across health regions in Alberta, Canada: an implication for policy

The growing practice of including intentional injuries (suicide and interpersonal violence) under the injury control umbrella has produced some controversy. The present study was designed to determine whether or not there might be an empirical basis for this initiative from an ecological point of view by examining the associations among unintentional and intentional injuries across 17 geographically defined health regions. The study was set in the Province of Alberta, Canada, where health services were delivered to a population of 2.96 million persons in 1999 through 17 regional health authorities. The results of a principal components analysis showed that nearly all causes of injury-hospitalization loaded on a single factor. It was not possible to produce separate factors for intentional and unintentional injuries. The strong intercorrelation among all measures suggests that there is an empirical basis for the view that intentional and unintentional injuries belong under the same conceptual umbrella, at least at the ecological level.     

Reportlng of performance measures for federal agencies: the initial impact of the chief financial officer act of 1990

The Chief Financial Officer Act of 1990 requires the preparation and audit of financial statements for many federal government programs and agencies. The first comprehensive set of financial statements prepared to meet the provisions of the CFO Act were for the fiscal year ended September 30, 1991 and were published in CFO Annual Reports due in August of 1992. This paper presents the results of a study of performance measurement in the fiscal year 1991 financial statements of the sixty-three reporting entities filed as part of the 1992 CFO Annual Reports. The purpose of the analysis of performance measures included in the fiscal year 1991 financial statements was to determine to what extent the financial statements of each of the reporting entities included the various types of performance measures identified in the framework developed for this project. The paper also includes an in-depth analysis of the performance measures reprted by the Social Security Administration and the Department of Labor.     

INVOLVING STAKEHOLDERS IN ORGANIZATIONAL PROCESSES

Who should be included in efforts to develop accountability systems for public organizations? What is the impact of involving various internal and external stakeholders in a collaborative process to determine performance indicators? Involving a variety of participants can result in information that is perceived as being more useful; however, significant groups of stakeholders may be excluded from the collaborative process. The reasons for nonparticipation range from poor timing or oversight to deliberate decisions to forego involvement. This exploratory research suggests that the benefits from a collaborative process of identifying measures of program impact are minimal and the utility of including a large number of participants is questionable. Finding more effective methods to increase the impact and utility of stakeholder involvement may become increasingly important in meeting executive and legislative mandates to determine government performance. The implications for further study are discussed.     

Toward managerial artistry: Appreciating and designing organizations for the future

This article suggest that change be taken seriously; that we accept environmental change as ubiquitous, as more differentially defined perceptually. A classification of contextual changes is offered which, since it includes discontinuous change, goes beyond conventional thinking. For each type of contextual change the associated archetypical organizational forms and thematic managerial concerns and competencies are outlined. We suggest that organizations in the future should be configurations of forms because of multiple contextual circumstances, and that such configurations will require a mix of managerial competencies and the meta-competency be termed managerial artistry.

In general, the human mind is conservative. Long after an assumption is outmoded, people tend to apply it to novel situations. ---Daniel J. Isenberg

One should never underestimate the stimulation of eccentricity. ---Neil Simon, Biloxi Blues

Change is thematic in the contemporary literature on organizing and management. This literature is anything if not prolific about the management of change. Until quite recently, research and advice about the management of organizations has reflected an ideology of gradualism. Effective organizational change was seen to proceed by small, incremental adjustments. The environments of organizations was presumed to be stable or growing. Lately, supposedly having entered what Drucker⁽¹⁾ termed the “age of discontinuity,” organizational change is seen as requiring managers to choose between organizational extinction or immediate and radical transformation.⁽²⁾ These two theses, incrementalism and transformation, however, no doubt oversimplify the circumstances facing contemporary and future managers. A somewhat more refined and encompassing model of change and its concomitants is surely needed so that more appropriate organizations are created and more responsive managerial competencies are developed.

We will not detail either the nature or the extent of change in the modern world for this has been done by so many others.^(3,4,5,6,7) Everything is supposedly changing more or less--globally, nationally, industries and organizations, people, everything! And as if that weren’t enough, we also hear repeatedly that the absolute rate of change in our world is likewise increasing. Of course, reflecting all of this change, the tasks and responsibilities of managers everywhere are also changing. For many of us, the constant drum beat of change, change, change has a numbing quality and it becomes difficult to retain the idea of change in our minds. For others of us the change refrain proves overwhelming and we retreat to the relative comfort of simplifying images and slogans. A certain amount of loose metaphorical talk prevails about “catching and riding the wave of change”⁽⁸⁾ or about having to cope with conditions of “permanent whitewater”⁽⁹⁾ or even “thriving on chaos” .⁽¹⁰⁾ Somehow the presumptions of stability has jump-shifted to quantum, revolutionary change.

What if we took change seriously? What if we believed that managing change really was at the core of management? These are the aims of this essay. We will argue that the simple, bipolar conceptions of environmental change are inadequate; that the environmental conditions in which organizations find themselves discontinuous change, and that they are neither homogenous nor absolutely objectively real. We will also argue that management's proclivity to believe there is a one best way to manage, once we know what we are up against, is even more fallacious than before, and that there are new as well as old ways of bundling managing. To take change seriously thus promotes managerial artistry, those competencies of appreciation and design and facilitation of appropriately refined organizational forms. Managerial artistry thus brings proactive choice to the forefront as executive become more aware of the possibilities in organizational environments and their associated structures and competencies.

This essay will proceed in four sections. In the first we will sketch the range and nature of four alternative organizational environments. Second, we will outline the organizational designs associated with each type of environmental circumstance. The third section then examines designs and the managerial competencies and concerns that seem to be needed for each environmental alternative. Last we will comment on the implications of what has been outlined for the managerial artistry of the future.     

Silos as barriers to public sector climate adaptation and preparedness: insights from road closures in Norway

Organisational perspectives propose that structural arrangements affect policy outcomes. Drawing on these perspectives, it is worthwhile to find out whether and how disagreements among public authorities create barriers to public sector adaptation and preparedness. As the literature on weather vulnerabilities and climate adaptation recommends increased public sector coordination, exploring the possibilities of governance can contribute to the improvement of lifeline conditions. Insights from a Norwegian case study suggest that the different mandates of responsible public authorities sometimes clash. Such clashes limit the abilities to sustain welfare and business conditions when avalanches and blizzards cause highway outages. The findings also show that governance might only partly improve public sector peril response measures, as there is rarely sufficient flexibility to consider specific interests or preferences, for example, to keep a highway open until a school bus or a freight delivery has passed.