A Master of Science thesis in Engineering Systems Management by Ahmed Ali Al Ameemi entitled, “Development of Evaluation Model for Government Services Performance Using Analytic Hierarchy Process”, submitted in April 2018. Thesis advisor is Dr. Hazim El-Baz and thesis co-advisor is Dr. Imran Zualkernan. Soft and hard copy available.
Performance Management is one of the main concerns for many organizations in the public and the private sectors. Although the definition of performance could be complicated when it comes to the public sector, different approaches were developed to measure and evaluate performance along its pillars, based on efficiency, effectiveness and quality. Many of the current models which are used for measuring and evaluating government services in the public sector are based on quality dimensions through performance indicators. Depending on one aspect of performance only such as efficiency or quality will not represent a proper measurement for the government performance level. The aim of the study is to develop an evaluation model for government services performance, aligned with the general framework of performance management. The evaluation of the level of performance at which government services are administered will be done based on different criteria, using the Analytic Hierarchy Process (AHP) approach. The AHP technique was used to develop the structure of the model and find the priority weights of different criteria and attributes that contribute to the government performance. Furthermore, actual data from government authorities in the UAE was used to apply the developed model in this thesis, and the results are analyzed and studied. The contribution of this research is the development of an evaluation framework for government performance in the public services, as one unified index for the public services performance. This unified index is closely measuring the performance of various government entities, as well as identifying specific areas to enhance government performance based on the evaluation criteria. Based on results of the AHP approach and experts judgments for the selected criteria and attributes, conformance to service standards, customer satisfaction level and overall service quality attributes are representing more than 40% of the importance to the government services performance. Another finding of applying the developed model in this research to the actual data collected from government services, is that the ranking of the high-performing and low-performing entities depends on the consistent level of performance among the selected pillars and criteria for the evaluation of the government performance.