A new Statistical Approach For Measuring the Performance of Governmental Service Providers : Case Study: Performance of governmental hospitals services at Ministry of Health –Khartoum state 2012

Abstract

In the performance measurement literature, measurements are attributed great importance in improving services and processes. Different approaches for performance measurement were developed to assess governmental and non-governmental services in the late 1970s and early 2000s. As an extension to these approaches, this research has a general objective to introduce a new statistical approach to measure and identify the performance of governmental service providers with the purpose of improving their services. This New Statistical Approach suggest a combination of performance to be in three folders: efficiency of human services providers to be measured by Data Envelopment Analysis(nonparametric and nonlinear programming method) and the effectiveness of human services providers to be measured by SERV- QUAL instrument in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered and blend the latest in strategic issues of human service providers(hospitals strategies) with proven statistical analytic techniques used to measure performance that related to service provider vision mission and strategic objectives through introducing point system(1000point) with percentages as weights and star system for measuring performance and benefiting from the idea of hotels standards for the first time ( one star, two stars, three stars, four stars and five stars). From this (1000point) the research suggest (400) points to the effectiveness of services, and (300) points for each of the elements of efficiency and strategic planning. The results show that the Ministry of Health Overall performance represents (701) point out of(1000)point with a percentage (70.1%) that means the Ministry`s performance is three stars(***) out of five stars (*****) and still there is two stars are needed to improve health services. In detail The results of the Three main outcomes of performance show that Overall effectiveness of the Ministry of Health Service is three stars (***) out of five stars (*****), and this was generated from hospitals appearance of physical facilities, equipment, personnel, and communication materials(Tangibles), hospitals ability to perform the promised service dependably and accurately(Reliability), hospitals willingness to help customers and provide prompt service(Responsiveness),Hospitals knowledge and courtesy of employees and their ability to convey trust and confidence (Assurance) and The caring, individualized attention the ministry of Health- Khartoum State hospitals provides to its customers (Empathy). On the other hand, The Overall Efficiency of the Ministry of Health Service is three stars (***) out of five stars (*****) and this was generated from hospital`s Global Technical Efficiency, Local Pure Technical Efficiency and Scale Efficiency (SE). Moreover, The Strategic Planning outcome (Overall Score of Outcome C) of the Ministry of Health Service is two stars (**) out of five stars (*****). The main recommendation of this research is to adopt the statistical Approach used in this research to measure the performance of government service agencies in Sudan, commensurate with the nature of the activities performed by these devices, and takes into account the diversity and differences between the various activities. Moreover Sudanese Council of Ministers to Develop a framework for a competitive project between government agencies based on the level of performance generated from this new statistical approach and thereafter award different prizes for the best performing government agencies