Unlocking Public Value	5
	Contents	9
	Introduction	11
	Preface	15
	An Indicator of Public Value	15
	Past as Prologue	17
	Introducing the Public Service Value Model	18
	Note on Sources	21
	Acknowledgements	21
	Chapter 1: The Public Sector Squeeze	23
	Public Service Value Approach	24
	Fiscal Crunch	28
	Great Expectations	30
	The Right Questions	32
	The Public Performance Gap	35
	Fostering Competition in Government	37
	Chapter 2: Zeroing In on Outcomes	41
	Clarity on Outcomes	43
	Self-Imposed Pressure	47
	Public Service Agreements in the United Kingdom	47
	Canadian Innovation in Performance Management	48
	Shift to Define and Manage Outcomes Seen around the Globe	49
	Legislating Accountability in the United States	51
	Turning Battleships	54
	Applying Private Sector Techniques	56
	“ Rebalancing” the Scorecard for Government	57
	Strategy Maps: Getting There from Here	60
	Minding the Gap	62
	Putting the Focus on Outcomes	62
	Chapter 3: Why Is It So Hard to Measure Public Value?	65
	You Get What You Measure	66
	Difficulties Measuring Public Service Value	68
	Unintended Consequences	71
	Measuring Public-Private “ Networks”	73
	Complexity of Measuring Shared Public Outcomes	74
	Overcoming Resistance	79
	What the Public Service Value Model Brings to the Table	80
	Taking Stock	81
	Chapter 4: Defining Value	83
	What to Measure	84
	Defining Public Service Value	85
	Outcomes: Public Service Value’s North Star	87
	Are We There Yet?	88
	Building a Public Service Value Outcome Model	88
	Weighting Outcomes	95
	Filtering Metrics	98
	Using the Metrics Filter to Decide What to Measure	101
	Chapter 5: Measuring and Analyzing Public Service Value	105
	Data Collection: Metrics Mania	107
	Running a Public Service Value Analysis	114
	Adjusting Data: Standardization and Normalization	115
	Breaking Down Individual Outcomes	116
	Introducing Cost-Effectiveness	117
	Determining Cost-Effectiveness	117
	Balancing Capital and Revenue Expenditures	118
	How to Calculate Cost-Effectiveness	120
	Displaying Public Service Value Results	124
	Interpreting Public Service Value Results: The Value Compass	126
	Performance Relative to the Average	128
	Benefits and Limitations	129
	Chapter 6: Driving Results	133
	Identifying Value Drivers	135
	Balancing Trade-offs to Maximize Public Service Value	138
	Outcomes Drive Strategic Planning	139
	Intelligence Test	140
	Valuing Labor	144
	Comparative Learning	147
	A Public Service Value National Study	152
	Chapter 7: The Key to Unlocking Public Value	155
	Outcomes as an Engine of Change	156
	Competitive Dynamics	157
	Changing the Rules of the Game	158
	Creating an Appetite for Experimentation in the Public Sector	160
	Appendix: Public Service Value Methodology	165
	Stage 1: Define Outcomes and Metrics	166
	Stage 2: Calculating Outcome and Cost-Effectiveness Scores	170
	Stage 3: Creating the Public Service Value Performance Matrix and Analyzing Results	180
	Notes	191
	Bibliography	197
	About the Authors	201
	Index	205