I know that you can’t manage it if you can’t measure it. So, what should we be measuring and why? We can generate policy, even if it is generally extrapolation. The level of planning and budgeting is quite extensive and at the end of the period we have provided the required outcomes. We have always been an organization that is result focused and do a good job of achieving the outcome. All our work effort has gone into the achievement of the outcome and no one has taken the time to measure inputs along the way. The output or workload data is generally available and needs the input data to generate performance indicators.
Without measurement, we cannot fully evaluate the outcome. We were probably effective from our perspective, but what about from the perspective of the Council, taxpayer or utilizer? Their satisfaction with the outcome is the real measure of effectiveness. It is standard that driver satisfaction relates to the smoothness of the pavement. So, if when filling potholes, you create a bump instead of a hole, are you effective? I know that you think you’ve been effective because the pothole is filled.
Was the process efficient and is the method use to make the decision intuitive of non-intuitive? I want to know the level of input compared to the value of the outputs. We are always busy, with measurement and evaluation we might be able to design process improvements and maybe we could produce more with less. Here we need to be able to measure efficiency, not workload or
utilizer satisfaction.
We are going to have to improve our efficiency or work a lot of hours because there are less of us then before with more outcomes expected.
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