Performance pain in public programs can emerge from several interrelated sources including:
- The inadequate production of goods and services, the program simply does not produce enough.
- The program’s goods and services are of insufficient quality.
- The production process is inefficient, too many resources are being consumed by the program.
- The program is ineffective, it fails to fulfil its intended purpose, e.g. reduce unemployment.
- Client dissatisfaction and complaints.
- Staff dissatisfaction, turnover.
- Conflicts with other related organisations, coordination problems e.g. federal / state agreements.
- Inadequate adaption or innovation in the program, a failure to respond to changing client needs or external circumstances.
- Inadequate program reporting.
- Lack of external political support from key stakeholders.
- Adverse publicity in the media.
- Criticisms from watchdog agencies e.g. parliamentary reports, Ombudsman or the Auditor General.
In seeking to identify the underlying causes of performance pain a number of diagnostic approaches are available. Experience suggests that performance difficulties often result from one or more of the following:
- Mandate. The program’s mandate is unclear, the program lacks authority or there is a confusion of roles across agencies.
- Strategy. The program’s theory of change is faulty, assumptions are untenable, or the strategy does not fit the program’s environment.
- Structure. The program’s structure does not fit its environment or its strategy.
- Performance leadership. The leadership style is incongruent with the program, there is inadequate governance/accountability.
- Culture. The program’s culture and incentives do not support a focus on continuous improvement and achieving results.
- Systems. Organisational policies, systems and processes fail to support effective program management and service delivery.
- Resources. The level of resources (financial, physical, people, technology) and operational capacity is inappropriate for the program’s design and systems.