Given the broad use and relative importance of service-level agreements (SLAs) in a variety of contexts, in this blog post, we provide an overview of the basics of SLAs and what they should address.

Tasked with measuring and reporting on performance, today’s State and local governments face multiple challenges in how they implement a performance measurement program. It often starts with a general ...

As they say, you manage what you measure. Accordingly, an entire industry has developed around performance measurement and performance management. Popular tools include the Balanced Scorecard, ...

Suggested Citation: "Appendix F Commissioned Paper: Improving the Quality of Quality Measurement--John D. Birkmeyer, Eve A. Kerr, and Justin B. Dimick." Institute of ...