Integrated Multi - Level Approach to Public Service Performance Evaluation

Abstract

Provision of public services is a matter of achieving a balance between costs, pleasing the beneficiary, increasing quality and benchmarking with similar services. Since Romania has become a member of the EU, and even earlier, since it has been a beneficiary of development funds, the issue has not been just the provision of public services but using and creating measurement instruments and methods, and the question of achieving the performance point where a balance between costs and benefits is attained. The problem is that there is a lack of understanding the basics of reporting results and monitoring performance, there is no general instrument or model that allows any public institution to use it and benchmark the results, and the instruments available are either too complicated to understand or do not work to the entire range of public service. Thus, the present study aims at offering a general measurement instrument for the local public service performance.

Keywords

• performance evaluation
• public services
• performance management
• integrated performance
• public administration