Context
This section outlines the scope of this report, the method used for this measurement and benchmarking exercise, and issues relating to quality of management information.
Scope of the report
Thirty-one agencies participated in the FY 2010/11 benchmarking exercise. Agencies that provided data for this reporting period are listed in Appendix 3.
Findings regarding performance changes over time are based on data from two reporting periods. Findings about changes in service performance are based on data from two reporting periods: FY 2009/10 and FY 2010/11. Appendix 3 has information on the scope of the benchmarking study for each reporting period. While some information is available for FY 2008/09 from a pilot measurement exercise, it is not used in this report because the limited number of agencies that participated in the pilot and changes to metrics and definitions limit the value of the time series analysis.
Results cover six administrative and support (A&S) service functions. This report features a chapter specific to each of the following functions: Human Resources (HR), Finance, Information and Communications Technology (ICT), Procurement, Property Management, and Corporate and Executive Services (CES). The latter includes but is not limited to Legal Services, Communications, and Information Management. Function definitions are in Appendix 4.
Leading State sector practitioners provide insight into the findings for each function. Metric result findings in each chapter are prefaced by expert commentary from senior managers in government playing a lead role in initiating or executing cross-agency reform programmes for a specific function. They are in a unique position to observe the key trends in findings across agencies and provide an update on current improvement initiatives that can have an impact on future performance.
Insights are also provided regarding the quality of management information. The quality of management information varies across the functions because of issues related to underlying data quality or the maturity of measurement methods globally. Each chapter provides some commentary on the quality of management information and opportunities for continuous improvement.
