You are here

Measuring performance in the public sector: An examination of benchmarking paramedic response times

Download pdf | Full Screen View

Date Issued:
2001
Summary:
Measuring performance in the public sector has been a topic of heightened concern during the past decade. While enthusiasm remains high for its use, performance measurement has also been subject to increasing scrutiny. In this research, problems with definitional ambiguity and concerns of conscious errors in the reporting of performance are theorized to limit the usefulness of performance measurement and benchmarking. The research examined the use of "response time" as a key benchmark in the delivery of paramedic services in the State of Florida. The research used both quantitative analysis based on survey response data from 120 paramedic agencies and qualitative analysis based on field visits to six selected agencies. The major findings of the study were that definitional ambiguity exists and that it adversely affects the ability to conduct benchmarking. Definitional ambiguity existed from two perspectives. There was ambiguity in the definitions used among agencies---thereby limiting the ability to benchmark. There was also ambiguity between definitions used by agencies and the definitions they attribute to citizens and elected officials---thereby limiting accurate communication of performance results to the public. While the research was not designed to examine intentions of paramedic agencies, the findings were consistent with Juran's theory of conscious errors---the reporting of performance that provides a more favorable impression than may otherwise be justified.
Title: Measuring performance in the public sector: An examination of benchmarking paramedic response times.
82 views
9 downloads
Name(s): Moeller, Bruce J.
Florida Atlantic University, Degree Grantor
Nyhan, Ronald C., Thesis Advisor
Clare, Donald A., Thesis Advisor
Type of Resource: text
Genre: Electronic Thesis Or Dissertation
Date Issued: 2001
Publisher: Florida Atlantic University
Place of Publication: Boca Raton, Fla.
Physical Form: application/pdf
Extent: 129 p.
Language(s): English
Summary: Measuring performance in the public sector has been a topic of heightened concern during the past decade. While enthusiasm remains high for its use, performance measurement has also been subject to increasing scrutiny. In this research, problems with definitional ambiguity and concerns of conscious errors in the reporting of performance are theorized to limit the usefulness of performance measurement and benchmarking. The research examined the use of "response time" as a key benchmark in the delivery of paramedic services in the State of Florida. The research used both quantitative analysis based on survey response data from 120 paramedic agencies and qualitative analysis based on field visits to six selected agencies. The major findings of the study were that definitional ambiguity exists and that it adversely affects the ability to conduct benchmarking. Definitional ambiguity existed from two perspectives. There was ambiguity in the definitions used among agencies---thereby limiting the ability to benchmark. There was also ambiguity between definitions used by agencies and the definitions they attribute to citizens and elected officials---thereby limiting accurate communication of performance results to the public. While the research was not designed to examine intentions of paramedic agencies, the findings were consistent with Juran's theory of conscious errors---the reporting of performance that provides a more favorable impression than may otherwise be justified.
Identifier: 9780493099378 (isbn), 11942 (digitool), FADT11942 (IID), fau:8861 (fedora)
Note(s): Thesis (Ph.D.)--Florida Atlantic University, 2001.
Subject(s): Emergency medical services--Florida
Public administration
Benchmarking (Management)
Performance--Evaluation
Held by: Florida Atlantic University Libraries
Persistent Link to This Record: http://purl.flvc.org/fcla/dt/11942
Sublocation: Digital Library
Use and Reproduction: Copyright © is held by the author with permission granted to Florida Atlantic University to digitize, archive and distribute this item for non-profit research and educational purposes. Any reuse of this item in excess of fair use or other copyright exemptions requires permission of the copyright holder.
Use and Reproduction: http://rightsstatements.org/vocab/InC/1.0/
Host Institution: FAU
Is Part of Series: Florida Atlantic University Digital Library Collections.