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Customer or citizen relationship perspective - This perspective requires that there be a clear understanding of who the customer is. Since there can be different customer groups, each one might have different objectives that should be achieved. A third benefit is that it does not require any technol...

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Bibliographic Details
Published in:Municipal World 2017-10, Vol.127 (10), p.15
Main Author: Reimer, Tim
Format: Article
Language:English
Subjects:
Balanced Scorecard
Blogs
Councils
Employee development
Municipalities
Public administration
Public sector
Online Access:Get full text
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Summary:Customer or citizen relationship perspective - This perspective requires that there be a clear understanding of who the customer is. Since there can be different customer groups, each one might have different objectives that should be achieved. A third benefit is that it does not require any technological solutions and can basically be performed by collecting the required information manually. [...]there is no reason not to seriously consider the balanced scorecard as a useful tool for any municipality. Once the strategy map is developed, the next step is to build the balanced scorecard for each objective. Since most of the objectives are already documented in the strategy, they can be transferred directly into each of the four perspectives of the balanced scorecard.
ISSN:0027-3589