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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