ASSESSING EXCELLENCE POORLY - THE BOTTOM LINE IN LOCAL-GOVERNMENT

• 成果类型: Article
• 署名作者: MILLER, TI; MILLER, MA
• 署名单位: University of Colorado System; University of Colorado Boulder
• 刊物名称: JOURNAL OF POLICY ANALYSIS AND MANAGEMENT
• ISSN/ISSBN: 1520-6906
• DOI: 10.2307/3324958
• 发表日期: 1992
• 页码: 612-623
• 关键词: Services

摘要

Methods and outcomes of local governments' assessments of service excellence were examined in a meta-analysis of 261 citizen surveys administered during the last ten years to more than 200,000 U.S. residents who were intended to represent over 30 million Americans. Evaluations of local government services were calculated for good and bad assessment procedures. While assessment methods were poor whether or not applied by outside consultants, good survey methods tended to provide the same account of service delivery as did bad survey methods. Despite the meager correlation of method with outcome, improvement of assessment methods was recommended as a necessary, albeit insufficient, step in raising the enthusiasm of public administrators for meaningful outcome measures.