By Forrest V. Morgeson III (auth.)
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Additional info for Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust
Will this change persist, or will internal measures again overwhelm (or entirely replace) external ones? Beginning with a review of some relevant and related developments in the private sector, we will attempt to answer these questions. Long Live Citizen-Centered Performance Measurement! , businesses and corporations) than ever 28 l Citizen Satisfaction before. This newfound and significant growth in “consumer sovereignty,” as it is sometimes called, has emerged over just the last 10–15 years. 10 In turn, as the growth in consumer power has become recognized reality and infiltrated the consciousness of business executives, it has yielded significant changes both in how businesses operate and in how they measure the performance of their operations.
Performance Measurement Objective: While Clinger-Cohen is often credited first and foremost with ushering in the era of electronic government (or “e-government”) in the United States, it also exemplifies the heightened focus on performance measurement emerging in the federal government during this period, as these new IT systems were from the start to be rigorously monitored and measured for their performance success and accomplishment of core goals and objectives. Bush. 20 l Citizen Satisfaction The PART was explicitly designed to better achieve the core performance measurement mission of the GPR A legislation enacted almost a decade earlier, and to do so through a four-category rating system applied to nearly every federal agency centered on the agency’s program design, strategic planning, program management, and program results.
In a sense, this is the most basic, fundamental goal of satisfaction measurement. And it is this unique informational content derived from satisfaction measurement that makes it useful for enhancing transparency and accountability, for instance. Yet when all is said and done, this information is far less meaningful if not actually learned from and acted upon. From the perspective of those working within an agency being measured, learning that the individuals you interact with are dissatisfied is important, but fixing the problems causing this dissatisfaction (with the ultimate goal of improving satisfaction) is certainly more critical.