The Importance of Subjective Data for Public Agency Performance Evaluation
Evaluating public agency performance has typically been based on objective measurements. However, some researchers contend that evaluation is not complete without considering client perceptions of agency performance. This study supports combining subjective client perceptions with objective data in...
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| Veröffentlicht in: | Public administration review 2008-11, Vol.68 (6), p.1101-1111 |
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| creator | Shingler, John Van Loon, Mollie E. Alter, Theodore R. Bridger, Jeffrey C. |
| description | Evaluating public agency performance has typically been based on objective measurements. However, some researchers contend that evaluation is not complete without considering client perceptions of agency performance. This study supports combining subjective client perceptions with objective data in the evaluation process. Survey results and internal performance data are examined for a state agency charged with investigating citizen disputes with utility companies. Regression analyses show that the factors that most influence the client's satisfaction with agency performance are the client's perception of how long it took to resolve the dispute, based on survey results, and whether the case was decided in the client's favor, from the agency's internal records. The "real" resolution time recorded in the agency's information system was not significant. These results indicate that subjective data provide valuable information for evaluating agency performance. |
| doi_str_mv | 10.1111/j.1540-6210.2008.00958.x |
| format | Article |
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However, some researchers contend that evaluation is not complete without considering client perceptions of agency performance. This study supports combining subjective client perceptions with objective data in the evaluation process. Survey results and internal performance data are examined for a state agency charged with investigating citizen disputes with utility companies. Regression analyses show that the factors that most influence the client's satisfaction with agency performance are the client's perception of how long it took to resolve the dispute, based on survey results, and whether the case was decided in the client's favor, from the agency's internal records. The "real" resolution time recorded in the agency's information system was not significant. 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However, some researchers contend that evaluation is not complete without considering client perceptions of agency performance. This study supports combining subjective client perceptions with objective data in the evaluation process. Survey results and internal performance data are examined for a state agency charged with investigating citizen disputes with utility companies. Regression analyses show that the factors that most influence the client's satisfaction with agency performance are the client's perception of how long it took to resolve the dispute, based on survey results, and whether the case was decided in the client's favor, from the agency's internal records. The "real" resolution time recorded in the agency's information system was not significant. These results indicate that subjective data provide valuable information for evaluating agency performance.</description><subject>Administrative agencies</subject><subject>Client satisfaction</subject><subject>Conflict Resolution</subject><subject>Customer complaints</subject><subject>Data</subject><subject>Data analysis</subject><subject>Disputes</subject><subject>Effectiveness</subject><subject>Evaluation</subject><subject>Government (Administrative Body)</subject><subject>Government Agencies</subject><subject>Government performance</subject><subject>Government services</subject><subject>Information storage and retrieval systems</subject><subject>Measurement</subject><subject>Moral agency</subject><subject>Organizational effectiveness</subject><subject>Outcome Measures</subject><subject>Perception</subject><subject>Perception tests</subject><subject>Perceptions</subject><subject>Performance evaluation</subject><subject>Police</subject><subject>Policy making</subject><subject>Private Sector</subject><subject>Public administration</subject><subject>Public sector</subject><subject>Quality of service</subject><subject>Rating</subject><subject>Reaction Time</subject><subject>Regression analysis</subject><subject>Researchers</subject><subject>Response time</subject><subject>State Agencies</subject><subject>State government</subject><subject>Studies</subject><subject>Subjectivity</subject><subject>Thinking about Public Administration in New 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C.</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>The Importance of Subjective Data for Public Agency Performance Evaluation</atitle><jtitle>Public administration review</jtitle><date>2008-11</date><risdate>2008</risdate><volume>68</volume><issue>6</issue><spage>1101</spage><epage>1111</epage><pages>1101-1111</pages><issn>0033-3352</issn><eissn>1540-6210</eissn><coden>PBARBM</coden><abstract>Evaluating public agency performance has typically been based on objective measurements. However, some researchers contend that evaluation is not complete without considering client perceptions of agency performance. This study supports combining subjective client perceptions with objective data in the evaluation process. Survey results and internal performance data are examined for a state agency charged with investigating citizen disputes with utility companies. Regression analyses show that the factors that most influence the client's satisfaction with agency performance are the client's perception of how long it took to resolve the dispute, based on survey results, and whether the case was decided in the client's favor, from the agency's internal records. The "real" resolution time recorded in the agency's information system was not significant. These results indicate that subjective data provide valuable information for evaluating agency performance.</abstract><cop>Malden, USA</cop><pub>Blackwell Publishing Inc</pub><doi>10.1111/j.1540-6210.2008.00958.x</doi><tpages>11</tpages></addata></record> |
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| ispartof | Public administration review, 2008-11, Vol.68 (6), p.1101-1111 |
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| source | Jstor Complete Legacy; EBSCOhost Political Science Complete; Education Source (EBSCOhost); Wiley Online Library Journals Frontfile Complete; Worldwide Political Science Abstracts; EBSCOhost Business Source Complete |
| subjects | Administrative agencies Client satisfaction Conflict Resolution Customer complaints Data Data analysis Disputes Effectiveness Evaluation Government (Administrative Body) Government Agencies Government performance Government services Information storage and retrieval systems Measurement Moral agency Organizational effectiveness Outcome Measures Perception Perception tests Perceptions Performance evaluation Police Policy making Private Sector Public administration Public sector Quality of service Rating Reaction Time Regression analysis Researchers Response time State Agencies State government Studies Subjectivity Thinking about Public Administration in New Ways U.S.A Utilities |
| title | The Importance of Subjective Data for Public Agency Performance Evaluation |
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