Stop measuring processes and start measuring outcomes


Agency annual reports are filled with output metrics that give weight to the lie that government is a self-licking ice cream cone. Timid government services, without aspiration to improve quality, risk being outsourced.

Governments keep hundreds, if not thousands, of metrics for success and failure.

Everything from the average cost to government for particular transactions, to customer satisfaction with processes and events – it’s measured.

While many of these metrics are perfectly adequate and provide taxpayers with an idea of what is important to the government, the majority are meaningless to citizens.

Why is it important to my family that the Office of the Governor met the metric of “percentage of menu items featuring Queensland produce as its main element” at Government House?

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