Performance Management in a Public Sector Organisation: Creating KPIs for a PSC Web Portal
Puhakka, Merja (2018)
Metropolia Ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018060713109
https://urn.fi/URN:NBN:fi:amk-2018060713109
Tiivistelmä
Digitalisation is revolutionising the way how organisations operate. The role of the data will be emphasised in the coming years: those organisations which view data as a strategic asset in their decision-making are the ones that will survive and thrive.
Public sector faces tremendous external and internal pressure to improve its performance and the quality of provided services. Technology has boosted some of the processes as certain public services have been transferred online. Only eGovernment – inclusively digitalised services - is expected to revamp the way governments serve their citizens.
The aim of this study was to improve the performance measurement practices of the revamped public sector organisation’s web portal, suomi.fi/companies. Currently, the case organisation measures the web portal’s performance with several metrics. Hence these metrics are not aligned with the strategic goals and, furthermore, fail to provide a holistic view on the performance of the services.
The goal of the applied action research was to analyse the current state of the performance measurement and reporting to the steering Ministry and the EU; to evaluate the current limitations and furthermore, to co-create an improved performance management framework.
The data collection of this study was performed in different stages. For the Current State Analysis, semi-structured interviews were conducted. Additionally, current reporting and web analytics practices were identified, defined and evaluated carefully. For building and
validating the proposal, one-on-one discussions as well as workshops were carried out.
The theoretical framework of this study is based on literature reviews, in the context of performance measurement. Additionally, the best practices were mapped from the other EU Member State Point of Single Contact (PSC) portals.
The outcome of this study proposes a set of Key Performance Indicators (KPIs) and proposal for performance measurement practices to be applied in web portal development. With the developed performance measurements, the case organisation can rely on that the web service is performing to meet the set targets, and moreover, the organisation can focus on a systematic improvement of its services.
Public sector faces tremendous external and internal pressure to improve its performance and the quality of provided services. Technology has boosted some of the processes as certain public services have been transferred online. Only eGovernment – inclusively digitalised services - is expected to revamp the way governments serve their citizens.
The aim of this study was to improve the performance measurement practices of the revamped public sector organisation’s web portal, suomi.fi/companies. Currently, the case organisation measures the web portal’s performance with several metrics. Hence these metrics are not aligned with the strategic goals and, furthermore, fail to provide a holistic view on the performance of the services.
The goal of the applied action research was to analyse the current state of the performance measurement and reporting to the steering Ministry and the EU; to evaluate the current limitations and furthermore, to co-create an improved performance management framework.
The data collection of this study was performed in different stages. For the Current State Analysis, semi-structured interviews were conducted. Additionally, current reporting and web analytics practices were identified, defined and evaluated carefully. For building and
validating the proposal, one-on-one discussions as well as workshops were carried out.
The theoretical framework of this study is based on literature reviews, in the context of performance measurement. Additionally, the best practices were mapped from the other EU Member State Point of Single Contact (PSC) portals.
The outcome of this study proposes a set of Key Performance Indicators (KPIs) and proposal for performance measurement practices to be applied in web portal development. With the developed performance measurements, the case organisation can rely on that the web service is performing to meet the set targets, and moreover, the organisation can focus on a systematic improvement of its services.