Concepts and Indicators of Local Authority Performance: An Evaluation of the Statutory Frameworks in England and Wales

Boyne, George Alexander

doi:10.1111/1467-9302.00303

Cited by 238 publications

(326 citation statements)

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“…(Boyne, 2002;Cope and Goodship, 2002). They have subsequently been extensively modified with efforts being made to reduce these problems.…”

Section: What Is Auditing?mentioning

confidence: 99%

“…They have subsequently been extensively modified with efforts being made to reduce these problems. There are, however, still substantial concerns expressed about the quality of the information collected and how accurate a picture is conveyed of the service provision (Boyne et al, 2002;Cope & Goodship, 2002). A more detailed examination of the adequacy of the indicators will be made after discussing the challenges posed in making social work accountable.…”

Section: What Is Auditing?mentioning

confidence: 99%

“…Despite the greater value of user outcomes, the current set of performance indicators contain far more service outputs than user outcomes (Boyne et al, 2002).…”

Section: Describing Practicementioning

confidence: 99%

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The Impact of Audit on Social Work Practice

Munro

2004

British Journal of Social Work

216

182

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This is an electronic version of an Article published in the British SummaryPublic sector services in all developed economies have had to meet new demands for accountability and transparency, leading to the creation of complex audit systems. This article examines the way that this has been done in relation to social work practice in the UK. Auditing is a dynamic process and the aim of the Audit Commission is to be a driving force in improving services. However, it is argued that social work presents particular challenges because of the nature of its knowledge base. Improvement in services to users cannot be achieved just by managerial changes but requires rigorous research to increase our understanding of what works.The process of making social work 'auditable' is in danger of being destructive, creating a simplistic description of practice and focusing on achieving service outputs with little attention to user outcomes. Alternatively, however, if it is linked to research methods, it could be highly constructive, producing reliable evidence not only on efficiency but on effectiveness.

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“…(Boyne, 2002;Cope and Goodship, 2002). They have subsequently been extensively modified with efforts being made to reduce these problems.…”

Section: What Is Auditing?mentioning

confidence: 99%

Section: What Is Auditing?mentioning

confidence: 99%

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The Impact of Audit on Social Work Practice

Munro

2004

British Journal of Social Work

216

182

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“…Customer satisfaction is one of the factors that contribute to the quality of the goods or services delivered [2] and considered one of the indicators for public service performance measurements [3]. Besides that, customer satisfaction measurement is used to improve the quality of goods or services that will contribute to the competitive advantage of the organization [4].…”

Section: Introductionmentioning

confidence: 99%

Local Government Service Efficiency: Public Participation Matters

Muhammad¹,

Masron²,

Majid³

2015

IJSSH

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Abstract-The service delivery efficiency by local authorities is one of the key elements in developing the livable cities. The involvement of local communities in measuring the efficiency of service delivery as a primary source of information should be practiced by all local authorities. However, local authorities are more likely to choose only some of the information given by the local community to improve the services delivery efficiency. This may be due to the low-level of involvement by local community for the dissemination of information to local authorities. This scenario will cause a conflict between local authorities and local communities. Local authorities should take into account the local communities view in measuring the service delivery efficiencies to create the livable cities. This study is important to assess the level of community involvement in sustainable urban development process. This study will identify the importance of community involvement in measuring the public service delivery. This study was conducted interviews among 360 respondents in Manjung and Kerian District in Perak. This study found that the level of involvement among the local communities in disseminating information to local authorities is still low.

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“…The literatures regarding the conceptualization and measurement of organizational performance in public sector were written by experts (Ammons 2001;Carter, Day, andKlein 1992, in Boyne 2002). Reviewing the literatures, Boyne (2002) identified "headline" of dimension of service performance: quantity of outputs (e.g., the number of surgeries performed in hospitals, hours of teaching delivered in schools, the number of houses built), quality of outputs (e.g., speed and reliability of service, courtesy of staff), efficiency (financial ratio of outputs and inputs), equity (fairness of the distribution of service costs and benefits between different groups), outcomes (e.g., percentage of pupils passing exams, percentage of hospital patients treated successfully), value for money (cost per unit of outcome), consumer satisfaction (which may be a proxy for some or all of the above, depending on the questions posed to service users). According to Zeithaml, Parasuraman & Berry (1990), there are 10 benchmarks of services, namely: tangibles, reliability, responsiveness, competence, courtesy, credibility, assurance, access, communication, and understanding.…”

mentioning

confidence: 99%

Organizational Structure and Public Service Satisfaction in Yogyakarta City

Pribadi

2013

JGP

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reform conducted by government in various countries since the 1980s. They aim at fostering the performance of public services. The studies have explained the factors which influence the quality of public services and then give assumptions that adaptation in changes of the economic environment, renewal of planning and work system, creativity and innovation of human resources, and the openness of political system are all factors that affect the enhanced performance of public organizations. Aucoin (1990), for instance, reviewed the reform of public organization administration and management. He, then, explained that the reform movement has had been in worldwide scale since two decades ago. The reform in the United Kingdom, Australia, and New Zealand primarily represented the movement to respond the changes in international economic system. Based his point of view, theoretical issues emerging during the reform were the behavioral problem of elected politicians and bureaucratic apparatusbased on public choice theory -the freedom and innovative problem, and organizational structure -based on the managerialist paradigm. Furthermore, Stewart and Walsh (1992) stated that the change in management of public services in the United Kingdom, particularly at the local government level, was indicated by the implementation of government contracts handed over to the private sector, the reduction of staff, reorganization of local government, significantly increasing productivity, and performance management of the government. Wollmann (2004) ABSTRACTThis research aims at explaining the relation between organizational structure and public service satisfaction. The survey is conducted technically by requesting some respondents to grade the implementation of changes in organizational structure and performance of Licensing Department of Yogyakarta, Indonesia. The academic findings are: (1) the implementation of the policy of changes in organizational structure led to the characteristics of post-bureaucratic organization, (2) the public service satisfaction has been in the relatively high level, and (3) the relationship between organizational structure and public service satisfaction is positive and significant. The theoretical implication of this research is that the empirical study supports the assumption which the organizational structure affects public services. The practical implication that could be recommended is that the characteristics of organizational structure should be fostered. Thus, the citizens obtaining services from the institution would be very satisfied. The limitation of this research is the small population of samples and respondents so that it would be hard to generalize the findings. It is suggested that the explanation of why public organization could provide access and assurance for citizens in lower level could be the issues to be investigated further.

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Concepts and Indicators of Local Authority Performance: An Evaluation of the Statutory Frameworks in England and Wales

Cited by 238 publications

References 0 publications

The Impact of Audit on Social Work Practice

The Impact of Audit on Social Work Practice

Local Government Service Efficiency: Public Participation Matters

Organizational Structure and Public Service Satisfaction in Yogyakarta City

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