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Handbook of Public Administration, 3rd Edition by James L. Perry, Robert K. Christensen

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Chapter 17Tracking the Quality of Services

Harry P. Hatry

Public organizations track the quality of public services for two overarching purposes: (1) to enable public administration officials to identify where progress is, and is not, being made, thus helping them to continually improve their programs and services, thereby improving the lives of their citizens, and (2) to enable higher-level officials, legislative bodies, and the public to be able to hold service providers accountable for getting value for their money.

Some public agencies use the word quality to refer exclusively to how a service is delivered, such as its timeliness, convenience, and courteousness of delivery. The word outcome is then used to indicate what happens after delivery ...

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