Unlocking Public Value

A new approach to understanding and improving performance and public value This book presents the Public Service Value Model-an innovative, rigorous approach to defining public outcomes and quantifying results-to help readers understand and improve public service delivery. Filled with in-depth insight and expert advice, this guide will arm public service managers-whether in government, nonprofit, or even for-profit organizations-with a practical framework that can be used to define outcomes and manage trade-offs in public service delivery. Martin Cole (Hartford, CT) is Group Chief Executive of Accenture's Government Operating Group. Greg Parston (London, UK) is Executive Director of the Accenture Institute for Public Service Value.

Introduction ix Preface xiii Chapter 1 The Public Sector Squeeze 1 Chapter 2 Zeroing In on Outcomes 19 Chapter 3 Why Is It So Hard to Measure Public Value? 43 Chapter 4 Defining Value 61 Chapter 5 Measuring and Analyzing Public Service Value 83 Chapter 6 Driving Results 111 Chapter 7 The Key to Unlocking Public Value 133 Appendix Public Service Value Methodology 143 Notes 169 Bibliography 175 About the Authors 179 Index 183