Stakeholder-centric development of performance indicators in a local government context: A multi case study examination of cultural precinct performance measurement

Purpose: Senior officers and elected members (internal stakeholders) within Australian local government are taking an active interest in the development of cultural precincts. However, this interest is hampered by the lack of available research or literature on the benefits, value, or performance indicators (PIs) for such facilities. Whilst communities (external stakeholders) are primary consumers of cultural precinct services, genuine community engagement is often lacking in public administrations. As a result, community expectations of cultural precincts and precinct performance is not understood. This thesis considered what relevant PIs (and associated decision-making procedures) could be devised to appropriately gauge the performance of cultural precincts and to effectively engage internal and external stakeholders in this context. Methodology: To progress this study a mixed method approach applied to multiple case studies was pursued. This approach consisted of five distinct research phases involving five case Councils in New South Wales, Australia. These cases were at various stages of cultural precinct development. A literature review examined the study of performance measurement in public administrations, particularly the local government sector, the use of the balanced scorecard and the quadruple bottom line; as well as performance management literature from the fields of public administration, service industries and total quality management. Government reports were reviewed such as master plans, community strategic plans, engagement strategies, and relevant policy documents. Empirical data collection was undertaken utilising semi-structured interviews, focus groups and participative action research (PAR). Analysis was informed and guided by the principles of quality function deployment (QFD) and an enhanced performance indicator “house of quality” (PIHoQ) was developed to execute the needs of this research and to deploy into the field for preliminary testing and refinement of the framework...