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During this two-part seminar we will be discussing the meaning of “success” in a regulatory environment and the associated challenges of performance measurement and management.
Professional regulators and law-enforcement officials certainly deal with customers, and so the normal range of customer-service metrics has some relevance for them. But their principal business is to deliver protections to society against various classes of harm, and towards that end they deliver and, where necessary, enforce obligations, influence behaviours, and manage compliance. The nature of “success” to be pursued and assessed is therefore quite different in the “protective” role of government than in service-provision roles.
This seminar provides an opportunity for attendees to assess their own organisation’s traditions in performance measurement and reporting, and—where necessary—to identify opportunities to broaden the range of indicators and analyses in a way that will enable their agency to present a more rounded and meaningful picture of their contributions to society.