POLS 5010 Assignment 4

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School

Clayton State University *

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Course

5010

Subject

Political Science

Date

Oct 30, 2023

Type

docx

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Uploaded by ChancellorClover3527

Elizabeth Teasley September 15, 2023 POLS 5010: Public Administration Instructor: Dr. Leah Pieper List 3 performance measures you would propose using to evaluate the performance of this department (1 point). 1. Accountability 2. Quality service 3. Knowledgeable For each of the 3 performance measures, explain the following (3 points per measure): Why did you propose this measure? Accountability I propose this measure because organizations need to acknowledge accountability when it comes to the services that are provided whether it's not up to standard or when a certain decision is made that may not be the best for the organization. How would data be collected for this measure, and would data collection be difficult or costly? Data could be collected by community members who have used this service and employees, it some way it can be costly and difficult because you have to track all the people that may have called in and also the cost to track calls and the time it would take to pay workers to get the data. Which category of performance measure would this be and why? (output, efficiency, outcome, etc. according to Ch. 14 of textbook) Efficiency would be the category for this performance measure because the services that are provided are based on usage from people who live in the Atlanta area, and it takes a lot of resources to be able to provide this service.

Why did you propose this measure? Quality of service I propose this measure because the quality of service is important and providing services for the residents of Atlanta is how this service line stays useful because this is a non-emergency line people still need to be able to get help that aligns with their values and mission. How would data be collected for this measure, and would data collection be difficult or costly? Data collected for this measure would be collected by providing residents who call in a chance to answer survey questions at the end of the call and the survey data would be audited every couple of quarters it wouldn’t be costly or difficult due to the rating coming from callers. Which category of performance measure would this be and why? (output, efficiency, outcome, etc. according to Ch. 14 of textbook) The category of performance would be output because of the services that would be provided by Atl311. Why did you propose this measure? Knowledgeable I propose this measure because when community members call in they want someone knowledgeable and able to help them call with their needs or connect them to the right resources How would data be collected for this measure, and would data collection be difficult or costly? Data could be collected by conducting representative surveys it would be difficult because a lot of people hang up before answering the questions and it wouldn’t be costly. Which category of performance measure would this be and why? (output, efficiency, outcome, etc. according to Ch. 14 of textbook) The category for the performance measure would be efficiency because Atl311 is a public resource that provides services at little to no cost.

Reference Department of Customer Service/ATL311 . Atlanta, GA. (n.d.). https://www.atlantaga.gov/government/departments/customer-service-atl311 Guy, M. E. (2022a). Essentials of Public Service: An introduction to contemporary public administration . Melvin & Leigh. Home - atlanta 311. (n.d.). https://www.atl311.com/311

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