Together we measure: Improving public service outcomes via the co-production of performance measurement |
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| Authors: | Cherrie Yang Deryl Northcott |
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| Affiliation: | School of Business, Auckland University of Technology, New Zealand |
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| Abstract: | Not-for-profit organizations (NFPs) aim to deliver public services and achieve outcomes for their beneficiaries. However, little attention has been given to how NFP professionals engage with beneficiaries to develop the performance measures that inform service improvement and accountability. Our findings illustrate how a co-production approach to performance measurement can enhance the meaningfulness of outcome measures, hence supporting service improvement and facilitating ‘collaborations for accountability’ between NFPs and their beneficiaries. |
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| Keywords: | Accountability co-production not-for-profit organizations outcomes improvement performance measurement |
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