USING BENCHMARKING AS A MANAGERIAL TOOL IN PUBLIC UTILITIES

Elena (Iorga) Tudose () and Alina Profiroiu
Additional contact information
Elena (Iorga) Tudose: Institute for Public Policy PhD Candidate, Faculty of Management, Bucharest University of Economic Studies

Proceedings of Administration and Public Management International Conference, 2017, vol. 13, issue 1, 72-78

Abstract: Benchmarking can be a powerful tool for managers to achieve improvement in public services, but used inappropriately it can be expensive and can fail to deliver benefits. The development of a benchmarking model which can be used for assessing performance in public utility service delivery to end-users (clients) can be a challenging process, as before setting up the indicators to be included in the matrix model, it is important to investigate the context in which the respective public utility service is provided. Management model (including here direct or delegated public service provision), legislation, institutional framework, as well as other contextual aspects pertaining to the respective service conditions for delivery, are equally important variables to be taken into consideration when designing the most appropriate benchmarking system. Furthermore, usefulness of the benchmarking model must be acknowledged by both contractual parties involved - the public service provider and the client.

Keywords: public utilities; benchmarking; public policy cycle; key performance indicators; management model (search for similar items in EconPapers)
Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.confcamp.ase.ro/2017/doc/S2/08Tudose_Profiroiu.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rom:compca:v:13:y:2017:i:1:p:72-78

Access Statistics for this article

Proceedings of Administration and Public Management International Conference is currently edited by Popescu Irina Ruxandra

More articles in Proceedings of Administration and Public Management International Conference from Research Centre in Public Administration and Public Services, Bucharest, Romania Contact information at EDIRC.
Bibliographic data for series maintained by Popescu Irina Ruxandra ().