Improve Service Delivery

Ensuring that services are delivered – and that participants are engaged – in ways that are likely to lead to positive outcomes is an important part of performance management and key to producing positive outcomes. This section is about continuously improving service delivery (see “Identify Outcomes” for information about monitoring progress toward outcomes). 

Each program strategy is addressed separately, with questions programs should ask themselves about their service delivery and accompanying surveys/assessments. While the questions necessarily vary by program strategy, the general areas in which programs should measure and manage service delivery include 1) the extent to which they are reaching their target population, unless the program is universal; 2) the quality of program service delivery; and 3) participants’ level of participation and engagement. Doing well within each of these areas is instrumental to positive outcomes.

Content on additional program strategies will continue to be added.