The role of impact evaluation on service delivery within the public sector organizations

摘要

In spite of the potency of impact evaluations in the performance of most organisations, particularly in the public sectors, there are still scepticisms about its efficacy in terms of service delivery. However, these scepticisms cannot overshadow the relevance of impact evaluation on service delivery within the public sector organisations. The paper aims to show the role of impact evaluation on service delivery, particularly in the public service organisations. The paper has utilised a qualitative method, which is based on conceptual analysis, theory building and literature reviews. It considers the role of impact evaluation on service delivery in the public sector organisations from an “emic” perspective. It is proposed in this paper that impact evaluation will assist organisations to determine and adopt the best practices that will create the enabling environment for improved service delivery.