By Forrest V. Morgeson III (auth.)
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First released in 2004. Routledge is an imprint of Taylor & Francis, an informa corporation.
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Additional resources for Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust
But certainly, it seems clear that this type of external measurement is here to stay, and will only grow in prominence in the years ahead. Moreover, or so we would argue, the change toward external measures is a positive development that governments should continue to pursue. Much like in the private sector, the new focus on external performance metrics is, in fact, an explicit acceptance that much like private sector consumers, citizens are now more powerful than ever before, that they have more leverage vis-à-vis their governments than ever before, and that they therefore need to be listened to.
GPMRA also requires agencies to submit their performance plans and regular performance reviews through a new government website designed for this purpose, instead of submitting them independently each year to Congress. 22 l Citizen Satisfaction Performance Measurement Objective: While mostly an update of the GPRA with the added benefit of two decades of experience implementing that legislation, the GPMRA demands greater centralized control over performance measurement, as well as greater public transparency of performance plans and performance measurement results.
For instance, portions of the GPR A, and especially those that emphasize citizen satisfaction measurement, illustrate one prominent kind of external performance measurement. 8 The Shift from Internal to External Measures With these definitions of internal and external performance measurement now at our disposal, the trend toward external measurement Government Performance Measurement Comes of Age l 27 over the last decade—at least at the federal level of government in the United States, but a trend that is apparent elsewhere as well—should be clearer.