This is an excellent and ambitious book. It digs deeply into understanding how dedicated efforts at performance measurement can dramatically improve service quality in public agencies.At a superficial level, it’s a matter of getting the metrics right and tracking them in real time. But at a...
This is an excellent and ambitious book. It digs deeply into understanding how dedicated efforts at performance measurement can dramatically improve service quality in public agencies.At a superficial level, it’s a matter of getting the metrics right and tracking them in real time. But at a...