Government performance looks different today due to the changes that took place in the world in the past two years. The 24th edition of Performance Magazine offers deep dives and practical insights into new developments, strategies, trends, and transformations in the public sector.

The issue highlights findings from The KPI Institute’s Government Service Index Report 2022, a pragmatic review of public service performance in the post-pandemic era that covers seven world regions, 66 countries, five dimensions, and 32 indicators.  The data were analyzed according to five dimensions: adaptability, talent, digitalization, governance, and impact.

In the cover story, “The future of public service: key trends in strategy and performance management,” Dr. Hisham Ahmad Kayali, a strategic and performance management specialist in the UAE, wrote about what the future of public services should look like. The other articles readers can find are:

• “How the COVID-19 pandemic shaped political governance”
• “Strategic approaches on the use of digital tools and data to improve the delivery of public value”
• “Web 3.0: the next frontier for e-government services”
• “The United Arab Emirates: the world’s leader in government services”
• “Making an impact: how the Netherlands promotes the general welfare”

The latest Performance Magazine also addresses today’s most pressing questions related to government performance: How can a motivational culture impact the performance of public servants? What is important in measuring the performance of public services? How can public entities better communicate strategies to citizens?

By drawing on The KPI Institute’s 19 years of experience in performance management, Performance Magazine provides its readers with prime resources, industry updates, interviews, case studies, expert recommendations, and global perspectives on strategy and performance management. The magazine covers strategy planning, strategy execution, employee performance, benchmarking, data analysis, and data visualization.

Readers can access industry updates and exclusive insights into becoming state-of-the-art professionals and high-performance organizations from subject matter experts, seasoned consultants, practitioners, business leaders, academicians, and research analysts.

To learn more about government performance, download the latest Performance Magazine for free via TKI Marketplace or order the print version from Amazon.

The United States ranks first worldwide in embracing digitalization to improve the growth and well-being of society, according to The KPI Institute’s Government Services Index 2022.

With a pillar score of 0.9059, the US emerged as the top performer in four out of five indicators:  government procurement of advanced technology products, availability of latest technologies, cost of redundancy dismissal, online e-participation, and e-government development.

Norway topped the list in terms of fixed broadband subscriptions and came second overall in the digitalization dimension. The other three frontrunners in digitalization are the Netherlands, the United Arab Emirates, and the United Kingdom.

“The pandemic has prompted a quantum leap into online and digital environments that governments worldwide need to adapt to. A ‘digital access for all landscape’ has become the new normal in the post-pandemic world. As part of this landscape digitally empowered governments need to secure broader access to digital connectivity, apply human centric design approaches in both digital and physical environments, develop robust digital data infrastructures to ensure smoother operations,” the report states.

The Government Services Index 2022, a pragmatic review of public service performance in the post-pandemic era, covers seven world regions, 66 countries, five dimensions, and 32 indicators. Apart from digitalization, the four other dimensions in which countries are assessed are adaptability, talent, governance, and impact.

Adaptability refers to “the ability to adapt to changes to develop a flexible public service apparatus” while governance “reflects on the public services as an enabler of the government to implement its policies and provide key services for the population.” Talent examines “how learning and knowledge are built inside the public services environment, as well as to the quality of talent available on the national labor market.” Governance examines “the public services as an enabler of the government to implement its policies and provide key services for the population.”

“With the advent of smart devices, sensors and drones the number of ‘machines,’ or otherwise ‘computers’ has exploded. It thus becomes a mission of the highly digitized government to increasingly look into encouraging human interactions with such physical technology so as to reduce redundancy and foster new labor opportunities. The latter would have to be tied into growing IT talent, moving towards having human resources managing code environments and systems, technological robots and devices, setting standards, providing security and supporting implementation.”

Download The Government Services Index 2022 for free here. For inquiries regarding the Index, contact Marcela Presecan, Head of Research:  [email protected], or +61 (390) 282 223.

In 1992, Robert S. Kaplan and David P. Norton introduced the balanced scorecard (BSC) to the private sector as a method for measuring performance beyond financial outcomes. This tool reflects the four major dimensions of an organization: financial, customer, internal processes, learning, and growth.

According to Kaplan and Norton, BSC translates a company’s strategic objectives into coherent performance measures using a comprehensive framework. Moreover, they believe that BSCs can lead to “breakthrough improvements” in the areas of product, process, customer, and market development.

In her article titled “The Balanced Scorecard: Outsmarting design and implementation traps,” Marcela Presecan, head of research, explained the 10 areas that must be examined before using BSC in an organization: strategy drafting, management identity, bureaucracy, employee perception, communication without understanding, lack of common vocabulary, getting over the experimental scorecard, standardizing balanced scorecard design, adapting to the business environment, and commitment of the organization. “When implemented with its full potential in mind, the balanced scorecard is one of the best reflections of an organization’s contribution to the real operating environment,” she wrote.

Meanwhile, Manoj Dubey, a consultant at TKI, argued in an article that the concept of BSC must be revisited. “The perspectives of BSC, especially internal processes and learning and growth, should evaluate the quality aspects of an organization in Industry 4.0. It should ensure that strategy formulation, strategy execution, and performance measurement system are aligned to new technologies,” he wrote. “A traditional approach of BSC leads to fixed or orthodox KPIs which are not relevant in today’s technological scenario. The concept should revolve around improving processes using the latest IT; this includes having new KPIs.”

To get more perspectives and information on BSC, check out this specially curated resources.

Articles

• How Apple uses the balanced scorecard
• The balanced scorecard of Philips
• How to use a balanced scorecard in a board’s performance evaluation
• The balanced scorecard: review and criticism
• Insights on developing a bank’s balanced scorecard

Webinar

Understanding the components of the Balanced Scorecard System – Following a performance management process, the final step regarding a company’s key performance indicators (KPIs) after data gathering is reporting and decision-making. It is crucial that this step is done correctly, as it has an important impact on how organizations utilize KPIs to inform decisions. The focus will be on understanding proper reporting guidelines, along with using business analysis techniques for better decision-making and improved initiatives for performance enhancement.

Certification

The KPI Institute’s Certified Balanced Scorecard Management System Professional provides participants with relevant knowledge on how to develop and implement a balanced scorecard system. It also offers a comprehensive overview on the many benefits any organization can extract from the BSC system implementation. Sign up here.

Advisory Services

Through The KPI Institute’s advisory team, organizations and professionals have access to a diverse range of services from KPI advisory calls to complex performance management systems implementation spread over 12 different practice areas, including BSC. If you want to improve your current level of performance using a clear and concise toolset, the BSC is the answer. TKI’s experts and consultants are here to support you in this performance management journey by developing and implementing the BSC system down to the employee level. Learn more here.