Public Service (A Study in Public Hospitals)

Considering the positive consequences of of effectiveness for the public sector, the need for a system to measure the effectiveness of Iranian government agencies performances is undeniable. Governmental organizations providing so many groups of citizens with a variety of services must respond different expectations and demands. However, the clients’ diversity of satisfaction modes make the measure of effectiveness very difficult. This aims at delinating a model for assessing the effectiveness of public services. The measurement of effectiveness here focuses on four dimentions; service delivery to the clients, clients or citizens’ satisfaction, improvement of societys conditions and undesired outcomes of service delivery. Delphi is used to identify effectiveness indicators to select experts, snow ball sampling was applied. AHP method was conducted to determine the most important factors as well as the priority of each indicators. Finally, the model is developed and the effectiveness of government agencies has been investigated for the validation of the model. It is found that this can be an effective model for measuring public hospitals. Moreover, priority and importance of each of the four dimensions of effectiveness in some public hospitals in an Iranian province is determined. Since, this is the first integrated model, this can been seen as a contibution of the area of public administration.