Performance and user satisfaction indicators in british local government

Paul Higgins

Public Management Review, 2005, vol. 7, issue 3, 445-466

Abstract: One of the aims of the global trend of public sector reform over the past twenty years or so has been to improve confidence of citizens in the service securing responsibilities of the public sector. To this end, various public bodies have utilized performance indicators and user satisfaction surveys as a means of improving and monitoring the delivery of public services. This article examines the perceived virtues of performance/user satisfaction indicators in the context of British local government and, in particular, within the remit of the policies of best value and comprehensive performance assessment. Utilizing case study evidence of a local authority's implementation of best value, the article raises doubts about the validity and reliability of the two types of indicators and provides further grounds for questioning whether one should expect the data they provide to be compatible with one another.

Date: 2005
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DOI: 10.1080/14719030500181102

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