The aim of performance measurement is to provide information to users of public services, so they know the standards that are being attained, and to the providers of public services so that they can identify where quality needs to be maintained or improvement made. Identifying indicators that reflect real value to service users and enable providers to learn and take effective action requires careful thought and regular reflection.

The Efficiency Unit has taken a number of steps to help departments and bureaux develop effective performance measurement over the past two decades, including giving advice on setting up vision, mission and values statements, launching performance pledges, sharing of best practices in performance management through workshops and reports and by publishing guidelines. Recently we have been piloting an index-tracking performance management tool, the Efficiency Unit Sustainability Index (EUSI), with a couple of departments.

Hong Kong Government Service Excellence Index

Public satisfaction with the quality and efficiency of public services is a useful measure of the overall performance of government departments. Each year since 2009, the EU has commissioned an independent organisation to conduct a survey to collect and assess citizens’ views on their experience with public service delivery to gauge their satisfaction level towards public service performance and help identify areas to which attention needs to be given in order to improve the quality of service delivery. Since 2011 a matching survey of public satisfaction with private service delivery has been conducted to provide a point of comparison.

Year 2009 2010 2011 2012 2013 2014 2015 2016
SEI (Government Services) 63.9 64.0 63.8 64.0 64.5 64.9 63.2 63.5
SEI (Private Sector Services) - - 58.8 60.0 61.7 60.4 59.9 61.0

Post Implementation Review

A very effective tool for helping an organisation assess performance and convert experience into useful learning is the Post Implementation Review (PIR). These serve to evaluate whether a project or programme has achieved its intended objectives and to capture learning points for improvement to the project or programme under review or for use in future work. The Efficiency Unit has published a User Guide to PIR which provides a general framework and guidelines for conducting PIRs. Management Services Officers can offer advice to departments on the design and conduct of these reviews. (Development Bureau and the Office of the Government Chief Information Officer issue particular guidance on review of works projects and ICT projects)

Efficiency Unit Sustainability Index (EUSI)

EUSI is a performance management tool developed by the Efficiency Unit which can be customised to support the needs of individual departments. The objectives are -

to help public organisations in rethinking and clarifying their mission and values

to measure performance holistically and effectively against their strategic goals

to foster a culture of striving for continuous improvement and all-round excellence

EUSI aims to help a participating department to evaluate how best its core services are delivered and the extent to which it is meeting different stakeholders’ interests, such as by contribution to the economy, community engagement, environmental impact or staff development, etc. EUSI generates a comprehensive index, various sub-indices and trend analysis. By examining the trends, managers of the department will be able to better assess how well their department is achieving their mission over time and so be able to make more informed decisions over priorities and resource allocation so as to secure improvement in performance over time.