From theory to practice: Value congruence in performance measures in U.S. federal agencies

Abstract

AbstractThis study examines the performance measurement of four different values (efficiency, service quality, customer service satisfaction, and social equity). This study also distinguishes between the values emphasized at the three stages of the policy process model: process, output, and outcome. The prevalence of each value is compared across time and at various stages of the policy process at the agency level. By tracking trends of values in performance measures across years based on different stages of the policy process, this study found that value congruence exists across years at the agency level. This study finally provides practical implications.