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MCBEATH, Bowen

Governance in motion : service provision and child welfare outcomes in a performance-based, managed care contracting environment - Cary : Oxford University, jan. 2010

Examining the linkage between service provision and client outcomes is important in performance-based human service environments. Since most performance initiatives reward agencies for improving client outcomes rather that providing specific services, managers may have incentives to streamline workers' efforts and reduce resources devoted to services considered nonessential. This article uses data from a performance-bsed child welfare initiative to examine the relationship between child permanency outcomes, the services provided by caseworkers, and the environment surrounding frontline service provision. Findings indicate that greater service efforts are required to reunify children with parents than to reach other outcomes, including adoption and placement with relatives. They also indicate that formal organizational responses to performance environments affect client outcomes partially through the service provided by frontline workers. These findings suggest that managers should attend to the interplay between the organizational environment, service technology, and client outcomes when designing performance-basedd systems in the human service sector


Governança
Atendimento ao Cidadão
Avaliação de Desempenho
Comportamento Organizacional

Escola Nacional de Administração Pública

Escola Nacional de Administração Pública

Endereço:

  • Biblioteca Graciliano Ramos
  • Funcionamento: segunda a sexta-feira, das 9h às 19h
  • +55 61 2020-3139 / biblioteca@enap.gov.br
  • SPO Área Especial 2-A
  • CEP 70610-900 - Brasília/DF
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