Assessing the productivity of human service programs

Abstract

The application of existing client outcome evaluation methods is proving quite burdensome for human service agencies, and the utilization of results is infrequent, such as for continuous quality improvement [Evaluation and Program Planning 16 (1993) 325]. If program managers are interested in assessing the effects of their services more comprehensively and expeditiously, they should consider assessing service productivity. Service productivity is defined as the weighted average of targeted changes clients experience ‘as a result of receiving the services.’ A questionnaire was designed for parents of young children attending a private art school to record whether certain changes occurred in their children. The weighted average of 14 targeted changes happening due to the instruction received was calculated for each of 61 students. A formal scaling procedure also was applied to these data to confirm that, indeed, the largest dimension of variability among the students was service productivity. Service satisfaction also was assessed; it correlated 0.31 with service productivity. The internal consistency of this measure of service productivity was 0.85. Further research is needed to determine whether the assessment of service productivity can be performed in other types of programs and with alternative assessment protocols.