Balanced Scorecard Implementation in a Local Government Authority: Issues and Challenges

Over the last decade the balanced scorecard (BSC) has emerged as a popular strategic performance measurement and control system within various public sector organisations as it assists in effectively implementing strategy and in measuring performance. This article investigates whether the implementation of a BSC has been of value to a large Local Government Authority (LGA) within Australia. The research takes a thematic approach to identify the issues, challenges and lessons learnt in relation to the design and implementation of the BSC, which is accomplished through a review of annual reports, published relevant documents and semi‐structured interviews with 13 senior managers of various programs and divisions within the LGA. Future research opportunities are also identified in this area.     

The usefulness of key performance indicators to public accountability authorities in East Asia

Has the mandated reporting of key performance indicators (KPIs) by public agencies to public accountability or reporting authorities in Taiwan, Hong Kong and Singapore helped these authorities in their task to hold the agencies to account? This article argues that the sheer existence of KPIs in public agencies' annual reports and budget papers does not automatically lead to their effective use by the authorities for making decisions about the agencies' performance achievements. The utilization of KPIs for making decisions by the participating authorities in these countries could be best described as careful and cautious because of their perceptions that the KPIs have failed to meet their performance information needs. Since the implementation of a performance measurement and reporting system has been linked to both instrumental and symbolic benefits, perhaps the main value of the current systems lies less with their ability to bring about instrumental benefits to reporting authorities and other stakeholders. Instead, their primary strength may be skewed towards their capacity to accrue symbolic benefits for the government. Copyright © 2007 John Wiley & Sons, Ltd.     

The Evaluation of Performance in the Mexican Federal Government: A Study of the Monitoring Agencies' Modernization Process

An initial assessment of the Mexican government’s implementation of the Model for the Performance Evaluation of Internal Control Organizations (MIDO) can reveal its actual influence on the organizational culture of those agencies. MIDO began in 2003 as an instrument to transform all federal monitoring agencies into effective, performance‐driven organizations. It seeks to modify the behavior of internal control organizations in order to shift their rigid focus on control to a more flexible perspective. The idea is to allow them to take co‐responsibility for the performance of the agencies they supervise. The author exposes a contradictory and paradoxical result of the program’s implementation: the “net organizational effect” is different from MIDO’s stated objective. The internal control organizations are not only adopting the discourse of performance, but also they are adapting it to fit their own purposes while keeping their traditional function of supervision intact. They have not internalized the co‐responsibility culture, as MIDO proposes, despite accepting the discourse of performance evaluation.     

Caring, Controlling, Contracting and Counting: Governments and Non-profits in Community Services

Performance measurement and contracting out are central elements of new public management systems. At first sight these elements seem necessarily connected for reasons of accountability. However, for some kinds of services, implementation of conventional performance measurement systems may exacerbate tensions in contracting out. Using a case study of child and family welfare services in NSW, this paper shows that differences in the missions and operating modes of public and non-government community service providers are thrown into sharp relief by performance measurement, when observed from the perspective of practitioners in service-providing agencies. Practitioners perceive that their priorities in service provision differ sharply from those of the department funding their activities — and seeking to measure their performance. These findings pose challenges for the 'partnership' model now prevalent in community services provision.     

Police Performance As Symbolic Politics? Public Recognition and the Value of Awards

Abstract

What constitutes “good” performance in a law enforcement agency, who decides, and how does public recognition of that performance change how an agency performs? This study uses a quasi-experimental design and propensity-score matching model to assess the impact of a law enforcement agency’s status as a finalist for the annual Cisco/International Chiefs of Police Association (IACP) Community Policing Award on performance in future years, as measured by crime clearance rates. It is found that after comparing the treated group (finalist agencies) with the untreated group (non-finalist nearest-neighbor agencies), there is no meaningful difference in crime clearance rates. This unexpected finding establishes that the public recognition of finalist status by the Department of Justice, which promotes finalist agencies as exemplars of best practices in community policing, does not impact the subsequent performance of those agencies. Additionally, the results of the model suggest that the impact of symbolic politics and social construction on the award finalist selection process and the choice by DOJ to promote the practices of those agencies should be explored. Questions are also raised as to the utility of crime clearance rates as a performance measure, and future avenues for research in each area are proposed.     

Plots,murders, and money: oversight bodies evaluating the effectiveness of surveillance technology

Intelligence agencies routinely use surveillance technology to perform surveillance on digital data. This practice raises many questions that feed a societal debate, including whether the surveillance technology is effective in achieving the given security goal, whether it is cost-efficient, and whether it is proportionate. Oversight bodies are important actors in this debate, overseeing budgets, legal and privacy matters, and the performance of intelligence agencies. This paper examines how oversight bodies evaluate the questions above, using documents produced by American and British oversight mechanisms.     

DEVELOPING A FRAMEWORK FOR MANAGEMENT EDUCATION IN THE VICTORIAN PUBLIC SERVICE

Abstract: The Public Service Board of Victoria initiated a project in March 1989 to plan a framework for the development of competent managers. The methodology involved an examination of the current practices of 23 organisations, together with a worldwide literature search. The major findings were that the managerial task is similar across sectors, but the manager level and the environment are qualifying variables; that training, management education and development in private sector organisations and statutory bodies has total commitment from the chief executive, is closely linked to the business plan, forms part of an integrated human resource management system, and is continually reinforced by the organisation's culture and values; and that there is no strategic and focused approach to developing managers across the Victorian Public Service. The 21 recommendations covered the areas of investment and commitment, the development of a systematic approach by providing quality management programs based on core managerial competencies and the integration of training, education and development with performance management processes.
The implementation plan calls for pump-priming funds for resourcing and delivering high quality programs, a change in the culture, the adoption of a set of principles, the establishment of a management education unit, acceptance of a common language of competence for managers, and an integration of education and development needs with corporate plans through the performance improvement system. Commitment to implementation should result in a systematic approach to the formation of competent managers with the benefits flowing to the community through improved services, the government gaining by increased performance of the agencies, and public servants being able to reach their full potential.     

Budgeters' Views of State Performance-Budgeting Systems: Distinctions across Branches

Given that a majority of states have had some sort of performance‐budgeting initiative on the books for several years, how has implementation of such reform progressed? To answer this question, we surveyed legislative and executive budgeters from the 50 states, asking them for their impressions of performance‐budgeting implementation in their state. Specifically, we asked these budget officers about the reasons for introducing performance budgeting in their state; the types of activities required of their system; responsible oversight bodies; extent of application across state agencies and departments; and perceived levels of effectiveness and problems experienced with implementation of the budget reform. Our findings indicate that implementation of performance‐based budgeting systems is proceeding slowly. While there are some benefits to highlight, results show that implementing performance budgeting is not without problems—perhaps the greatest being differing perceptions of use and success among budget players, particularly across branches of government.     

Levels of Value Integration in Federal Agencies' Mission and Value Statements: Is Open Government a Performance Target of U.S. Federal Agencies?

The Barack Obama administration advanced open government initiatives to make federal administration more open, accountable, and responsive to citizens. Yet a question remains whether federal administrators took notice. This article examines changes in the extent to which U.S. federal agencies have integrated the three core principles of open government—transparency, public participation, and collaboration—into their performance planning. By analyzing 337 annual performance plans of 24 major federal agencies from fiscal years 2001 to 2016, the authors found that, overall, the level of integration of open government into performance planning has been trending higher since the early 2000s. During the Obama presidency, integration initially rose sharply but later declined. Findings also show that agencies' stated core values regarding open government are not consistently integrated into their performance plans. The implications of these findings for incorporating democratic‐constitutional values into holistic performance management are considered.     

Performance Indicators for Police Oversight Agencies

This study addresses the question of performance indicators for police oversight agencies through a survey of the directors of agencies in Australia and an analysis of annual reports. The findings show that a variety of targets and measures are in place. The majority of oversight bodies adopt fairly basic and largely quantitative measures on matters processed, supplemented by case study accounts of positive impacts.     

Delegation without Agency Loss? The Use of Performance Contracts in Danish Central Government

Performance contracts entered between ministerial departments and their agencies are used throughout the Danish central government. The article analyzes the use of performance contracting in 2005. The analysis draws on transaction cost theory and actor-centered institutionalism, stressing the bargaining aspect of hierarchy and the importance of economic and political transaction costs. The analysis shows considerable variation in the content of performance demands. Ministries with different organizational designs use contracts in markedly different ways and agencies with a strong interface to individual citizens and businesses are more likely to meet demands regulating policy delivery and service levels. Further, contracts contain substantive clauses, the terms of which are largely assessable. It also shows that performance contracts only rarely specify demands related to cost efficiency within agencies. Many of these results are statistically significant, even though a general point is the wide variation in the implementation of performance contracts between individual ministries.     

Performance Contracts and Goal Attainment in Government Agencies

ABSTRACT

Public sector reforms introducing performance contracts provide a unique opportunity to investigate goals set for government agencies and factors affecting goal attainment. The article maps the set of goals contained in performance contracts for Danish government agencies in 2000, 2005, and 2008. Performance contracts are found to reflect the complex character of agency goals with performance goals ranging from project initiation to reducing case work time or increasing productivity. The article also analyzes factors affecting goal attainment. Agencies with a large percentage of goals focused on project initiation and production exhibit higher levels of goal attainment. Also, goal attainment improves as agencies and ministries gain experience with performance contracts.

For practitioners, it is relevant that contracts target a wide variety of goals and over time focus increasingly on results. Contracts serve to focus agency attention as three quarters of all demands are met. A crucial factor seems to be whether agencies are in control of formulating and meeting goals. Efforts to improve the contract regime may thus concentrate on enabling government departments to secure ambitious and relevant performance goals.     

From Measurement to Management: Breaking through the Barriers to State and Local Performance

The Winter Commission’s aspirations for improvement of governance at the state and local level resulted in proposals to modernize public institutions and systems to remove the barriers on executive and managerial authority to act. Improving government performance and accountability to citizens requires leadership to empower employees by reducing rules, increasing discretion, and rewarding innovation. The performance measurement movement and its related performance management movement are public management trends of wide influence in state and local government that are both an adjunct to, and a reflection of those aspirations. Case studies of cities that have sought to develop and use performance measurement and engage citizens demonstrate great potential to improve governance and manage for results that citizens want. But even exemplary jurisdictions face challenges using evidence‐based, data‐driven performance management approaches. Promoting best practice requires better scholarship to understand the determinants of successful implementation, adoption, and use of performance measurement. The outcomes of performance management systems are generally unmeasured and little is known about their cost effectiveness or endurance over time. The promise is there, but our expectations should be tempered.     

Encouraging Local Compliance with Federal Civil Rights Laws: Field Experiments with the National Voter Registration Act

Can state officials increase local officials’ compliance with an important federal civil rights law with subtle interventions? The National Voter Registration Act of 1993 (NVRA) requires voter registration services at certain government agencies, but many counties fail to comply with the act. Working with officials in two states, the authors conducted field experiments to determine whether two methods commonly used by state officials increase compliance with the NVRA. Findings show that although the effects of the methods on output were sizable relative to recent performance, agency performance remained poor overall, with many offices continuing their history of registering no voters. The authors also discovered that gains in performance were largest for the offices that had performed best in the past. These findings suggest that while subtle interventions by state officials can produce increased compliance, stronger tactics may be needed to secure implementation of this federal law by local government agents.     

The Differential Empowering Effects of Europeanization on the Autonomy of National Agencies

This article examines the influence of Europeanization on the relationship between ministries and agencies at the national level. The core argument is that the differentiated nature of the international environment (with policy development often transferred to the international level and policy implementation left at the national level) transforms national agencies into policy‐developing actors that shape policies without being directly influenced by their national political principals. The increasingly common involvement of national agencies in European policymaking processes thereby increases these agencies' policy‐development autonomy but does not change their role in policy implementation. We examine this argument by testing an innovative hypothesis—the differentiation hypothesis—on a combined data set of German and Dutch national agencies. Our empirical findings support the hypothesis in both countries, suggesting that similar effects can be expected in other contexts in which semiautonomous agencies are involved in transnational policymaking.     

Small‐Town Policy Makers

Small‐town local governments face unique challenges when it comes to policy making. This essay reviews some of those barriers and considers why they occur and why they are unique to small towns. In addition, it includes some examples of how to overcome these challenges from the perspective of a former mayor, local legislator, and member of the academic community. The essay also explores why traditional theories of public policy implementation often fail to describe policy making at the local level because of the unique environment that exists in small‐town governments.     

Rediscovering Implementation: Public Sector Contracting and Human Services

There is vast literature on how to implement public policies, with endless case studies emphasising a few key lessons. The drive to contracting in the public sector raises familiar threats to coherent program implementation, and adds those of control and incentives. Contracting fragments program responsibility among multiple contractors, and separates policy agencies from service delivery contractors. It raises questions about political control and accountability, and the prospect of gaps between intention and outcome. This paper 'rediscovers implementation' by reviewing the practical difficulties of constructing public-private relationships which can deliver quality human services. After considering broad arguments about the efficacy of contracting, the paper turns to the provision of human services by examining the contracting out of welfare services and the Job Network. Our argument is modest: that public sector contracting fails if the challenges of implementation are not addressed explicitly, since service delivery through the private sector can falter for exactly the same reasons as traditional public bureaucracies.     

The logic of anti-Zionism: Soviet elites in the aftermath of the Six-Day War

Despite the opening of Soviet archives, and the surge in scholarly interest in anti-Zionism, scholars have not used declassified archive documents to shed new light on Soviet anti-Zionism in the wake of the Six-Day War. Based on such documents, Gjerde’s article challenges a view of post-1967 Soviet anti-Zionism that has been prevalent since it emerged during the Cold War: that it represented a ‘disguised’ form of antisemitism that Soviet leaders used as a political tool. To the contrary, Gjerde argues, the archive documents suggest Soviet anti-Zionism was more than a propaganda invention. Within higher Soviet echelons, a particular logic existed that fostered a view of ‘Zionism’ as an immense, conspiratorial threat to the Soviet Union. In one sense, this logic grew out of a more general tendency to view nonconformity as conspiracy: the Soviets had established extremely narrow boundaries for what constituted acceptable Jewish identity; and, when some Soviet Jews began to voice nationalist sentiments after the Six-Day War, Soviet leaders saw this expression of nonconformity as essentially a hostile act, warranting severe counter-measures. This is not to say Soviet anti-Zionism was not antisemitic but rather that to explain it merely as a propaganda tool is to ignore much of the complexity of its emergence.     

Jump-Starting Collaboration: The ABCD Initiative and the Provision of Child Development Services through Medicaid and Collaborators

Many policy problems require governmental leaders to forge vast networks beyond their own hierarchical institutions. This essay explores the challenges of implementation in a networked institutional setting and incentives to induce coordination between agencies and promote quality implementation. It describes the national evaluation of the Assuring Better Child Health and Development program, a state-based program intended to increase and enhance the delivery of child development services for low-income children through the health care sector, using Medicaid as its primary vehicle. Using qualitative evaluation methods, the authors found that all states implemented programs that addressed their stated goals and made changes in Medicaid policies, regulations, or reimbursement mechanisms. The program catalyzed interagency cooperation and coordination. The authors conclude that even a modest level of external support and technical assistance can stimulate significant programmatic change and interorganizational linkages within public agencies to enhance provision of child development services.     

The States Come Marching In: Examining State Agency Influence on Federal Rules

Amidst congressional gridlock, administrative rulemaking is the main pathway for environmental policy making. Scholars have assessed the role of the institutions of government (the president, Congress, and the courts) and key interest groups (i.e., business and environmental interests) in shaping rulemaking outcomes. What is missing from this literature is an assessment of the role of key implementers, state environmental agencies. This research fills this gap by assessing the role and impact of state government agencies in three case studies of rulemaking at the Environmental Protection Agency (EPA). Based on original interviews and a public comment analysis, this research suggests that state agencies play an active and influential role in EPA rulemaking. And, in some cases, state agencies wield more influence than other interest groups. Interviewees argued that this influence stems from these agencies’ unique voice as an implementation collaborator. As a result, researchers should incorporate an assessment of the role of these interests to more effectively explain regulatory outcomes at the EPA and potentially across the bureaucracy.