Measuring client servicing in the Australian Bureau of Statistics (ABS) – a balanced scorecard approach

Article type: Research Article

Authors: Dickinson, Teresa^{; 1} | Tam, Siu-Ming

Affiliations: Australian Bureau of Statistics, Locked Bag 10, Belconnen, ACT, 2616, Australia. Tel.: +61 2 6252 5533; Fax: +61 2 6252 8046; E-mail: teresa.dickinson@abs.gov.au

Note: [1] An earlier version of this paper was previously presented by the second author at the 54th Session of the International Statistical Institute in August 2003. Views expressed in this paper are those of the authors and do not necessarily represent those of the Australian Bureau of Statistics. Where quoted or used, they should be attributed clearly to the authors.

Abstract: This paper describes how the Australian Bureau of Statistics (ABS), Australia's National Statistics Office, is using the balanced scorecard to measure client servicing for its four client segments. This has required some adaptation of the scorecard dimensions to suit the particular circumstances of this organisation, although the four key areas of balanced scorecard measurement, namely financial, clients, staff and process are retained. The paper also presents information about the overall ABS approach to client servicing, some results of the measurements and the setting of client servicing performance targets.

DOI: 10.3233/SJU-2004-21102

Journal: Statistical Journal of the United Nations Economic Commission for Europe, vol. 21, no. 1, pp. 7-16, 2004