Government and nongovernmental human service organizations are under increasing pressure to demonstrate that their programs work. As stakeholders demand more accountability, human service organizations are increasingly utilizing performance accountability and performance measurement as a way of demonstrating the efficiency, quality, and effectiveness of their programs. Measuring the Performance of Human Service Programs, Second Edition examines the reasons why performance measurement has become the major method of performance accountability today. In this second edition of their classic work, Martin & Kettner explain in detail how to develop and utilize output, quality, and outcome performance measures in human service programs. Special attention is given to the four types of outcome performance measures: numeric counts, standardized measures, level of functioning (LOF) scales and client satisfaction.

Long before reinventing government came into vogue, the Urban Institute pioneered methods for government and human services agencies to measure the performance of their programs. This comprehensive guidebook synthesizes more than two decades of Harry Hatry's groundbreaking work. It covers every component of the performance measurement process, from identifying the program’s mission, objectives, customers, and trackable outcomes to finding the best indicators for each outcome, the sources of data, and how to collect them. Hatry explains how to select indicator breakouts and benchmarks for comparison to actual values, and describes numerous uses for performance information. Since the publication of the first edition in 1999, the use of performance measurement has exploded at all levels of U.S. government, in nonprofit agencies, and around the world. The new edition has been revised and expanded to address recent developments in the field, including the increased availability of computer technology in collecting and presenting information, the movement to use outcome data to improve services, and the quality control issues that have emerged as data collection has increased. It is an indispensable handbook for newcomers and an important resource for experienced managers looking to improve their use of outcome data.

Measuring the Performance of the Hollow State is the first in-depth look at the influence of performance measurement on the effectiveness of the federal government. To do this, the authors examine the influence of the Government Performance and Results Act of 1993 (with consideration of the later Program Assessment Rating Tool of 2002) on federal performance measurement, agency performance, and program outcomes. They focus a systematic examination on five agencies in the U.S. Department of Health and Human Services—the Food and Drug Administration, the Centers for Medicare and Medicaid Services, the Health Resources and Services Administration, the National Institutes of Health, and the Indian Health Service. Besides representing a wide range of federal government organizational structures and program formats, these agencies offer a diverse array of third-party arrangements including states, native American tribes, scientists, medical schools, and commercial and nonprofit health care intermediaries and carriers. Exploring the development of performance measures in light of widely varying program mandates, the authors look at issues that affect the quality of this measurement and particularly the influence of program performance by third parties. They consider factors such as goal conflict and ambiguity, politics, and the critical role of intergovernmental relations in federal program performance and performance measurement. Through their findings, they offer illumination to two major questions in public management today—what are the uses and limitations of performance measurement as a policy and management tool and how does performance measurement work when applied to the management of third-party government? While scholars and students in public administration and governmental reform will find this book of particular interest, it will also be of use to anyone working in the public sector who would like to have a better understanding of performance measurement.

Textbook on evaluation and methodology of social service programmes - discusses research programmes, management information systems, assessment of community needs and programme planning, use of social indicators, citizen surveys, cost benefit analysis, other evaluation techniques, etc. Flow charts, graphs, references and tables.

There is growing interest in using performance measurement as a means of holding federal, state, and local health agencies accountable for their use of public funds. Health Performance Measurement in the Public Sector is the second of two books for the U.S. Department of Health and Human Services on using and improving performance measurement in publicly funded health programs and the implications for data needs and systems. This book focuses on data and information system issues at the federal, state, and local levels. Recommendations address: Policy framework for selecting performance measures and using performance measurement. Operational principles related to data and data systems that support performance measurement. Essential investments in data systems and in training and technical assistance. Research needed to improve performance measures and performance measurement.

The Fifth Edition of the classic Designing and Managing Programs for human services helps readers grasp the meaning and significance of measuring performance and evaluating outcomes. The authors, all leaders in the field, incorporate the principles of effectiveness-based planning as they address the steps of designing, implementing, and evaluating a human services program at the local agency level. Meaningful examples at every stage of the process—from problem analysis and needs assessment to evaluating effectiveness and calculating costs—enhance reader understanding of how concepts are implemented in the real world.

Measurement in human services means one thing: how well the effort serves clients. But the data doesn’t exist in a vacuum and must be communicated clearly between provider and client, provider and management, and across systems. During the past decade, innovative communimetric measures have helped more than 50,000 professionals worldwide in health care, justice, and business settings deliver findings that enhance communication on all sides. Now, the theory and methods behind this fast-paced innovation are available in this informative volume. Communimetrics presents information in an accessible style, and its model of measurement as communication bolsters transparency and ease of interpretation without sacrificing validity or reliability. It conveys a deep appreciation for the unique position of service delivery systems at the intersection between science and management (and between quality and quantity), and shows readers how to create measures that can be used immediately to translate findings into practical action. This must-have volume offers readers the tools for understanding—and applying—this cutting-edge innovation by providing: The theoretical base for communimetrics. Practical illustrations comparing communimetrics with traditional methods. Guidelines for designing communimetric measures and evaluating their reliability and validity. Detailed examples of three widely used communimetric measures—the Child and Adolescent Needs and Strengths (CANS), the INTERMED, and the Entrepreneurial League System Assessment as well as detailed explanations for how they are used and why they work. Applications used in a range of settings, including children’s services, adult mental health, services for the aging, and business and organizational development. Communimetrics provides a wealth of real-world uses to a wide professional audience, including program evaluators, quality management professionals, enterprise managers, teachers of field research methods, and professionals involved in measurement and management design. It also makes an exceptionally useful text for program evaluation courses.