Information Technology as a Facilitator of Results-Based Management in Government

Abstract

The most widely accepted normative model of “good” public management is often called results-based management. It encourages planning and target setting to make the organization more proactive; an emphasis on outcomes to make the organization better focused on its mission; quick performance feedback to make the organization more responsive; and continuous process improvements to make the organization better able to serve its clients. These changes are possible only with supporting information technology. This chapter discusses ways that IT, including GIS, EIS, and intranets, can support the new management model. However, IT can increase management effectiveness only if its role has been carefully designed. Before implementing major IT changes, top public managers must begin by determining such policy issues as what information would best guide upcoming major decisions; what balance the agency wishes between internal information accessibility versus security; and how best to balance frontline worker empowerment versus the need for organizational uniformity.