HOW THE PUBLIC SECTOR SCORECARD WORKS
The Public Sector Scorecard is a workshop-based approach with three phases:
1. Strategy mapping: developing a PSS strategy map showing the relationships between outcomes and process and capability outputs. This is typically done in a workshop format with staff, service users and other key stakeholders. It is refined further after consideration of risk issues.
2. Service improvement: This involves re-designing processes and addressing capability to improve outcomes. Process redesign might include systems thinking, process mapping and lean approaches, while addressing capability will enable the organisation to support people and processes in achieving the required outcomes. Capability elements are the various organisational, cultural and resource issues that will enable people and processes to achieve the various outcomes.
3. Measurement and evaluation Possible performance measures for each element of the strategy map are then considered, but then go through a filtering stage to ensure that they provide value, are cost effective and minimise any perverse effects. The final stage is to learn from those measures to identify how well the organisation is performing and areas for further improvement.