Service Performance - Between Measurement and Information in the Public Sector

Around the world, performance in general and service performance in particular has different meanings, and there is no consensus about the concept, the measurement and information to be provided. In the context of public sector, an essential step is to establish the main features of service performance. Also, adequate measurements are necessary in use and for ensuring transparency of the use of public funds for satisfying the social needs of the users. This paper aims to identify the main characteristics that define the concept of service performance in the public sector to see how it can be measured and what information must be provided, using a deeply analyze of the relevant international literature. The current research provides a comprehensive framework of service performance in the public sector, useful for a large group of interested parties from which we mention just the most significance, like governments, managers, citizens, international organizations that provide financial aid. Improving the quality of service performance is an evolutionary process that builds on research, experimentation and practical experience. Service performance in the public sector entities should provide a high quality information, the way in which funds are allocate should be in a transparent way, efficient use of resources without raising questions on the use of resources and eliminate mistrust in the quality of services. (C) 2013 The Authors. Published by Elsevier Ltd.