Abstract
The purpose of this study was to create a framework on how a local government should develop its performance measurement indicator. This study main concern was local governments in Indonesia which are currently required to obtain international accreditation for their services as well as satisfactions from both central government and their citizens. This article sought to translate the requirements made by IWA 4: 2009 standard, a derivative product of ISO 9001: 2008, into an applicable framework for developing performance measurement indicators. The proposed framework was expected to generate relevant indicators that could facilitate defects detections, performance improvement, compliance to law and regulations, the absorption of citizens’ needs, and the certification process of public services in Indonesia. This article limits its scope to one of many ways to generate performance measurement indicators and does not suggest any specific ones. Each local government is supposed to decide its own performance measurement indicators. Since the article on IWA 4: 2009 was fairly limited in time of this study took place, this article was also expected to give small contribution to the literature on quality management in local government.
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Notes
PMT was not the official title/term for the performance measurement tool made by either National Institute of Public Administration or The Ministry of Domestic Affairs. It was use only for the sake of simplicity.
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Appendix
Appendix
Indicators Used in PMT 1
Indicators Used in PMT 2
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Astrini, N.J. Local Government Performance Measurement: Developing Indicators Based on IWA 4: 2009. Public Organiz Rev 15, 365–381 (2015). https://doi.org/10.1007/s11115-014-0276-9
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DOI: https://doi.org/10.1007/s11115-014-0276-9