Information Technology as a Facilitator of Results-Based Management

Abstract

The most widely accepted normative model of good public and nonprofit 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, dashboards, and data mining, 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 and nonprofit managers must begin by determining what information would best guide upcoming major decisions. They must also decide how they wish to balance system integration vs. costs, disintermediation efficiencies vs. client guidance, internal information accessibility vs. security, and frontline worker empowerment vs. organizational uniformity.