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Performance accountability

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Organisations and programs can only be held accountable for the customers/clients they work with.

For organisations and programs, the performance measures focus on whether clients are better off as a result of your services. These performance measures also look at the quality and efficiency of these services.

Performance result/outcome: a condition of wellbeing for families, children and communities that you provide a service to.

Performance measure: a measure of how well a program, organisation or funded service is achieving their desired performance result/outcome e.g. increased parents/carers engagement with their child/children.

Three types of performance measures

RBA asks 3 simple questions to establish performance measures:

  • How much did we do?
  • How well did we do it?
  • Is anyone better off?

From talk to action

The following set of questions provides a guide for establishing performance accountability.

Seven performance accountability questions

  • Who are our clients? (Purpose, customers/client group)
  • How can we measure if our clients are better off? (Customer/client results)
  • How can we measure if we are delivering services well? (Quality measures)
  • How are we doing on the most important of these measures? (Headline measures – baseline data and story)
  • Who are the partners that have a role to play in doing better? (Partners)
  • What works to do better, including low-cost and no-cost? (Research/evidence)
  • What do we propose to do? (Action plan)
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Last updated 06 December 2018