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Best Practice Case Studies
At the core of Developing a Public Sector Scorecard are ten in-depth
case studies that reveal how they have each uniquely applied the
scorecard, the challenges they have encountered and the steps they
took to plan and implement the scorecard.
The City of Brisbane was an early public sector adopter
of the balanced scorecard and its approach to scorecard design and
implementation has become a benchmark for other organizations. This
case study charts the City’s continuing journey with the balanced
scorecard and the reasons that it replaced its more conventional
scorecard with a new framework called Pioneer.
Camden & Islington Mental Health and Social Care Trust
has created balanced scorecards for key clinical areas. These scorecards
serve as quality improvement frameworks and are used extensively
by both Trust management and practitioners. This case study highlights
the critical importance of inclusiveness in the setting of lower-level
performance targets to support higher-level measures and stressing
that resourcing the scorecard effort may prove a significant challenge
in a public sector setting.
Introduced at a time of dramatic change, the balanced scorecard
has helped Civil Service College, Singapore, become a more
market-oriented organization. This case study describes the development
of the scorecard at the corporate level and its implementation within
the Civil Service Consultants business unit.
The London Borough of Barking and Dagenham has implemented
the balanced scorecard at the executive and corporate levels and
within 28 service areas. These scorecards are used to enable the
council to focus on the achievement of seven community priorities,
which are also the top-level strategic objectives. Believed to be
the first UK-based local authority to deploy the scorecard on a
comprehensive, council-wide scale, scorecard implementation has
led to tangible performance improvements and widespread recognition
for service excellence.
Scottish Enterprise has created strategy maps at the corporate
level and within the geographically dispersed Local Enterprise Companies
and its national teams. This case study explains why the scorecard
system was implemented, the critical importance of scorecard pilots
and the innovative use of a group consultancy model, which enabled
the simultaneous creation of a number of scorecard systems and in
doing so built a powerful scorecard community of practice.
The giant United States Postal Service (USPS) has successfully
used a balanced performance framework since the early 1990s. Bearing
many similarities to a more conventional balanced scorecard, the
approach of USPS enables a small set of balanced strategic goals
and metrics to be deployed and assists communication organization-wide.
This case study tracks the evolution of USPS’s balanced approach
since it first assessed its performance against the Malcolm Baldrige
criteria.
City of Vienna Administration’s Department of Finance
has implemented a balanced scorecard at departmental and subdepartmental
levels. This case study explains that the scorecard was introduced
to greatly improve strategic communications within what is an almost
virtual organization. Consequently, a software solution was seen
as a success prerequisite from the outset of the scorecard programme.
The University of Virginia Library has implemented a balanced
scorecard to gain control of the large amount of data it already
collected and to get a much better overall view of performance.
This case study explains how the scorecard was built, how buy-in
to the scorecard was secured and the process by which key measures
were identified, data collected and results reported. It also details
key learnings from the scorecard process.
The Department of Revenue, Washington State, USA has developed
a tailored balanced scorecard that is configured to deliver to its
six strategic goals. This case study explains how the scorecard
builds on the department’s existing strengths in strategy implementation
and use of the Malcolm Baldrige National Quality Award Framework.
The case study also explains the importance of executive performance
agreements in ensuring the scorecard is ‘lived’ within
the organization and how the scorecard is used for prioritizing
strategic initiative and resource allocation.
In addition, the report includes examples from other public sector
scorecard implementations including:
• the City of St Charles, USA
• the City of St Charlotte
• the Texas Education Agency
• the Royal Canadian Mounted Police.
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