Organizational Assessment and Improvement in the Public Sector Workbook

Determining Readiness for Assessment ◾  33

organizational effectiveness. Government agencies are often the strongest

advocates for undertaking assessment and improvement initiatives.

It is also important to remember that public sector organizations have

internal as well as external constituents. Many of the administrative func-

tions, including human resources, information technology, facilities, mail

processing, and motor pools, generally do not deal with the public in any

substantive way, but that doesn’t mean that they don’t have constituents.

Instead, they are responsible for a set of internal customers who also have

expectations for the level of service they receive.

Many people can identify their primary constituents, generally the gro ...