Assessment of public service delivery performance: Process improvement

Shifts in the socio-political, cultural, and technological environment require governments to adapt and innovate to improve service delivery processes and outcomes. Successful process improvement programs are generally focused on enhancing some combination of productivity measures (efficiency) and quality measures (effectiveness). In many instances, public service delivery can be improved by implementing routine changes aimed at streamlining or standardizing workflow, organizing the workplace, or incorporating new technology. To realize process improvement in the long term, however, a strategic approach centered around time, planning, and commitment is required. This includes, for example, favoring gradual and steady improvements with an eye toward infusing a process improvement culture throughout an organization. This chapter will assess the ways that governments approach the design and implementation of lasting process improvement. Universal challenges facing all organizations – regardless of sector – will be examined, with special attention paid to some of the unique challenges faced by the public sector.