Managing and Measuring Performance in Public and Nonprofit Organizations: An Integrated Approach, 2nd Edition

CHAPTER ELEVENPerformance Management in Grant and Contract Programs

In November 2013, President Barack Obama and his administration suffered an embarrassing blow in public opinion as his signature health care law, the Affordable Care Act, took effect. On October 1, the administration had just launched HealthCare.gov, the key Internet portal through which consumers could seek and purchase health insurance, to a host of debacles resulting from poor or incomplete system design and a lack of beta testing. The first few days were so bad—only six individuals nationwide actually purchased health insurance through HealthCare.gov on the first day—that the site had to be pulled down for extended maintenance, while the administration called in a blue-ribbon ...