National Partnership for Reinventing Government
BALANCED SCORECARD INDICATORS FOR HASSLE FREE COMMUNITIES
The categories below are designed to help you demonstrate the improvements and changes in
government service delivery through your Hassle-Free efforts. Create a simple metric by
selecting one item in each quadrant, using the criteria at the bottom of the page to help you
determine what give you valuable feedback on your efforts.
|Return on Investment
- Increase in # of multiple transactions @events
(# tracking; baseline/% of increase)
- Improved customer satisfaction in meeting
identified needs (survey)
- Reduction in costs for servicing customers--
e.g. cost sharing, service sharing, reduced
need, etc. (cost data comparisons--modeling)
|Public Understanding & Support|
for Hassle Free
- Extent of citizens' change in expectations for
HF service delivery (attitude survey)
- Increase in deployment of HF model (e.g.
increased partnering, expanding scope services,
etc.) (count, attitude survey)
- Creative use of media resources to reach public
(freebies, non-traditional sources, market
segmentation, in-kind advertising) (survey, anecdotes)
|Sustainable HF Community
- Increase in # of team established and increase
in depth of services provided
(count; baseline/tracking; anecdotes)
- Activities undertaken to continuously identify
and develop HR leaders (count; anecdotes)
- Communication continuously maintained
through a variety of means (count; anecdotes)
- Routinely sharing of lessons learned and
promising practices (count; anecdotes)
|Improved Quality of Service
- Demonstrate improved quality of service under
HF model (survey--customers/providers;
baseline/% of increase)
- Active needs identification process in place for
both customers and service providers(count; survey; anecdotes)
- # of changes in operations driven by emerging
customer needs/provider needs (survey; anecdotes)
Decision Making Criteria for Hassle-Free scorecard
Select one measure in each scorecard area based on:
- Does what is being measured produce the kind of data that has high impact on sustaining and
expanding the Hassle-Free initiative?
- Can the measurement be made readily and meaningfully in six-month increments?
- Do the resources already exist to do the measurement or are they readily obtainable?
- Can baseline data be readily assembled or does it already exist?