Using Survey Information To Provide Evaluative Citizen Feedback For Public Service Decisions

Brief

Using Survey Information To Provide Evaluative Citizen Feedback For Public Service Decisions

September 16, 2010

Abstract

Public opinion polls or surveys of public opinion are used across the world for many
reasons, from estimating election results to citizen report cards. While survey results are
reported and shared with the public, they are also used to help make policy decisions
about public service delivery. This paper focuses on the use of performance information
obtained from citizens to help make decisions about resource allocations and improving
service delivery. Special challenges in conducting surveys and uses of survey-based
performance indicators are presented. Performance data have little value and remain
underutilized if nothing is done with the information. Survey results give information on
what is working and what is not. The cost of not getting this feedback and evaluating how
services affect citizens far outweighs the cost of conducting surveys.

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