... are often intangible and difficult to measure objectively. This is even more difficult in public services, where services are not sold in the market and value of the outputs is not evaluated via their price. There is a plethora of relevant drivers for knowledge work productivity and performance, which...

... will combine both quantitative and qualitative elements and aim to achieve both internal and external impact. This multidimensionality of objectives indicates the use of a balanced scorecard system of measurement. This paper argues that a coherent evaluation and feedback system should be an integral part...