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

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.