CHAPTER 5Using Metrics to Track and Improve Performance: The Decision-Making and Information Systems

The decision-making and information systems reflect the choices that are made about the capture, distribution, and display of information. Along these lines, metrics, in particular, have become increasingly important in government, as leaders have recognized that “you get what you measure” and that “if it can’t be measured, it can’t be managed.” With the continued push for accountability and results throughout government, metrics have taken on a more pronounced role in tracking performance.

A solid set of metrics not only measures the performance and effectiveness of a program but also provides information that can be analyzed and used to identify ...

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