By World Bank
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Additional resources for Colombia: paving the way for a results-oriented public sector
Few Colombian entities are Page 11 currently conducting such surveys on a regular basis (so managers can identify progress and whether actions taken are producing desired results). As another example, to collect data on timeliness of services to their customers (a major indicator of service quality for many public services), many entities will probably need to revise their current data systems to record the time requests for services are received, the time the requests have been satisfied, and then calculate indicators of response times.
Type of Performance Indicators Entities should be asked to include in their indicative plans indicators of inputs, outputs, outcomes, and efficiency (see Annex 1 for a glossary of terms used in SYNERGY). Indeed, this is the intent of DNP. The major emphasis of entities in the GOC over the long run, however, should be placed on tracking outcomes, not outputs. One should therefore not settle for only output indicators. (Note that included in the definition of "outcomes" are the various service quality characteristics, such as timeliness and accessibility).
This will serve two major purposes. This will help users of the information better interpret the data and identify possible reasons for not meeting, or exceeding, targets. The process will also alleviate the fears of managers that the performance data will be misinterpreted (which is quite possible if explanations are not provided). While not all the explanations will be helpful, the opportunity to explain will likely be appreciated by managers. Use of Performance Information A major constraint on the usefulness of performance measurement in many countries has been the lack of understanding by managers as to how to use the performance information and what they should expect from the system to make it useful to them.
Colombia: paving the way for a results-oriented public sector by World Bank