The International Handbook of Practice-Based Performance Management presents the latest scholarship in performance measurement strategies in the field of evaluation. This important resource combines cutting-edge theory and practice of performance management in the United States and abroad. The book includes contributions from internationally known scholars and practitioners who present chapters that introduce the literature on key topics and provide clear guidance on practical skill building. Key Features: Offers an international perspective: Though most of the chapters deal with performance measurement in the United States, the text represents the most notable examples of performance measurement in Canada, Latin America, Asia, Oceania, and Europe. Integrates theory and practice: The book’s unique structure links literature-based conceptual knowledge with the lessons from practice and specific applied skills. Puts theoretical discussions into context: Case examples and lessons learned connect concepts to the real world while discussion questions allow for further deliberation. Intended AudienceAn excellent addition to any academic library, this resource is ideal for practitioners, academics, and researchers in public administration, non-profit organizations, management, public policy, health care services administration, and health care planning and policy. It can also be used as a text for graduate courses such as Performance Management, Management Reforms, International Performance Management, and Performance Improvement in Public Administration.

Chapter 10: Citizen-Involved Performance Measurement: The Case of Online Procedures Enhancement for Civil Applications in Seoul

Citizen-Involved Performance Measurement: The Case of Online Procedures Enhancement for Civil Applications in Seoul

Citizen-involved performance measurement: The case of online procedures enhancement for civil applications in seoul

As the administration-centered paradigm gives way to the citizen-involved governance perspective in recent years, growing concerns are focused on the performance measurement of public services (Callahan, 2004; Holzer & Lee, 2004). Many studies on citizen involvement and performance measurement are emphasizing citizen participation in the decision-making process and valid estimation of citizen satisfaction with services (Edwards & Thomas, 2005; Kweit & Kweit, 2004; Pollanen, 2005). Securing legitimacy through consensus building from citizen participation and gaining accurate results through proper methods from evaluation surveys are important themes in that research.

There are, however, at least two questions to be answered ...

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