Contribution à la définition d'une méthodologie et d'un outil de modélisation et de mesure de la performance des services publics
Résumé
Public organizations are facing various new challenges, among which the satisfaction of their partners in an efficient way. To meet such requirements these organizations must define a public strategy, to measure the performance of their processes and to analyze their outcomes. Public service organizations are concerned de facto by problematic inherent to services (a fuzzy definition, difficulties to model and control service operations and a strong interaction with the customer which makes the service difficult to evaluate ....). Public service organizations are also framed using a legal framework named Organic Law relative to Finance Acts. The objective of this paper is to propose public service modeling, principles and a framework for performance measurement. This proposal is based on a representation of the service through a model framing of the service activity. The proposed methodology is illustrated through a case study and a software tool supporting the methodology is introduced.