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Serving citizens: Measuring the performance of services for a better user experience

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  • Barbara Baredes

    (OECD)

Abstract

Measuring the performance of services and making effective use of the results are critical for designing and delivering policies to improve people’s lives. Improving user satisfaction with public services is an objective in many OECD countries and is one of the indicators in the 2030 Sustainable Development Goal 16 of “Building effective, accountable and inclusive institutions at all levels”. This paper explores the use of satisfaction indicators to monitor citizens’ and users’ experience with public services. It finds that satisfaction indicators provide an accurate aggregate account of the factors driving service performance. At the same time, it shows that additional measures are needed to monitor the access, responsiveness and quality of public services, as well as to identify concrete areas of improvement. This paper provides examples of how countries use performance data in decision making (both subjective users’ experience and objective service outputs). It also highlights common challenges and good practices to strengthen performance measurement and management.

Suggested Citation

  • Barbara Baredes, 2022. "Serving citizens: Measuring the performance of services for a better user experience," OECD Working Papers on Public Governance 52, OECD Publishing.
    • Handle: RePEc:oec:govaaa:52-en
    DOI: 10.1787/65223af7-en
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    More about this item

    Keywords

    citizens; performance; public services;
    All these keywords.

    JEL classification:

    • D73 - Microeconomics - - Analysis of Collective Decision-Making - - - Bureaucracy; Administrative Processes in Public Organizations; Corruption
    • D70 - Microeconomics - - Analysis of Collective Decision-Making - - - General
    • I3 - Health, Education, and Welfare - - Welfare, Well-Being, and Poverty
    • I38 - Health, Education, and Welfare - - Welfare, Well-Being, and Poverty - - - Government Programs; Provision and Effects of Welfare Programs

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