Publishing Public Performance Results on the Internet: Do Stakeholders Use the Internet to Hold Dutch Public Service Organizations to Account?

This paper analyzes the relation between publishing public performance results on the Internet, stakeholder accountability, & the effectiveness & legitimacy of Dutch public service organizations. The empirical research focuses on Web sites with performance results of schools & hospitals. These results are published on the Internet by 'third parties' (government organizations, associations of public service organizations, & newspapers). Publications of performance results stimulate schools & hospitals to score better on performance indicators because they feel the 'public eyes' on them. However, the risk of a 'performance paradox' & adverse effects is great since strategic behavior may lead to higher scores but not improve the effectiveness of these organizations. The research provides moderate support for negative effects on the legitimacy of schools & hospitals which may be attributed to the sole use of the Internet as a medium for access to information & negligence of its communicative potential. Tables, Figures, References. [Copyright 2006 Elsevier Inc.]