results-oriented government

Funding Outcomes, Not Inputs

RESULTS - ORIENTED

GOVERNMENT

• Bureaucratic governments reward their employees based on other things:• Their longevity• The size of budget and staff they

manage• Their level of authority

• Politics focuses on perceptions and ideology, not performance• Accountability, performance and

results

POWER OF PERFORMANCE MEASUREMENT

•What gets measured gets done• If you don’t measure results, you

cant tell success from failure

POWER OF PERFORMANCE MEASUREMENT

• If you can’t see success, you can’t learn from it• If you can’t recognize failure, you

can‘t correct it

PUTTING PERFORMANCE MEASURES TO WORK

• Paying for performance• Managing for performance• Budgeting for results

POWER OF PERFORMANCE MEASUREMENT

•What gets measured gets done• If you don’t measure results, you

cant tell success from failure

Meeting the Needs of the Customer, Not the Bureaucracy

CUSTOMER - DRIVEN

GOVERNMENT

• Few people in the government use the word customer

• Democratic governments exist to serve their citizens

• The government is customer-blind• They don’t get their fund from their

customers•Government strives to please

interest groups

GETTING CLOSE TO THE CUSTOMER

• Importance of listening to one’s customers

PUTTING CUSTOMERS IN THE DRIVER’S SEAT

• Most customers know what is important to them• This may sound radical at first

ADVANTAGES• Force service providers to be

accountable to their customers• Depoliticize the choice-of-

provider decision• Stimulate more innovation

ADVANTAGES• Give people choices between

different kinds of services•Waste less, because they match

supply to demand• Create greater opportunities for

equity

TURNING AGENCY-DRIVEN GOV’T ON ITS HEAD

• Putting resources in the customers’ hands is not enough, existing bureaucracies must be transformed

Earning Rather Than Spending

ENTERPRISING GOVERNMENT

• Few people in the government use the word customer

• Democratic governments exist to serve their citizens