New Public Management Quality horizon

Peter Haenni

• 1 min read
New Public Management Quality horizon
SIPOC map generated by the ProcessHorizon web app

In New Public Management (NPM), Service Level Agreements (SLAs) are used to make public-sector organizations operate more like private firms focusing on efficiency, performance & accountability with measurable outputs aligned with SLA-based performance control.

1. Service Delivery Timeliness Measures how quickly public services are delivered as e.g. by '90% of applications processed within 5 working days'.

  • Examples:
    • Processing time for permits, licenses or benefits
    • Response time to public inquiries

2. Service Quality / Performance Standards Focuses on accuracy, completeness & compliance with defined standards as e.g. by 'Less than 2% error rate in service outcomes'.

  • Examples:
    • Error rates in benefit payments
    • Compliance with regulatory or procedural standards

3. Cost Efficiency / Value for Money Ensures services are delivered within budget & at optimal cost as e.g. by 'Service delivered within allocated budget with unit cost reductions year-on-year'.

  • Examples:
    • Cost per transaction
    • Budget variance

4. Customer (Citizen) Satisfaction Treats citizens as customers, a core NPM principle as e.g. by 'Achieving a minimum of 85% customer satisfaction.

  • Examples:
    • Satisfaction survey scores
    • Complaint resolution rates

5. Accountability & Transparency Ensures services are measurable, auditable & reported as e.g. by 'Quarterly performance reports published & independently audited'.

  • Examples:
    • Regular performance reporting
    • Public disclosure of results
    • Audit compliance

These SLAs directly reflect New Public Management principles:

  • Output & outcome orientation
  • Performance measurement
  • Managerial accountability
  • Market-style discipline in public services

NPM SLAs prioritize efficiency & measurable outputs, while New Public Service and Public Value Management shift SLAs toward democratic legitimacy, collaboration & long-term societal value.

Using the following link you can access this sandbox SIPOC model in the ProcessHorizon web app and adapt it to your needs (easy customizing) and export or print the automagically created visual AllinOne SIPOC map as a PDF document or share it with your peers: https://app.processhorizon.com/enterprises/sNKhnmyjwzRdAzTh6NRRCjcx/frontend