The Coverage Services Index (CSI) as management tool: the use in the construction process of Balanced Scorecard
Abstract
The importance and need for evaluation mechanisms of public services has been a constant in the field of public administration in the last two decades. Debtors in many cases the private sector, reflecting the predominance of some theoretical paradigms have been implemented with varying degrees of success, different proposals. This situation, all the more pressing at the municipal level and in a context of economic crisis where citizens demand to institutions a greater level of transparency and accountability, not only resources but also how performs management public services; it has invited us to design a mixed assessment methodology coverage of municipal utilities.
A methodology to be used not only to measure and/or evaluate, but also to build balanced scorecards at different levels, in which the construction of Index of Services Coverage (ICS) is emerging as a cornerstone for the analysis of services, mixed structural elements and perceptive elements.
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