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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