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

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. 1. ABS dissemination and ABS clients The ABS is Australia’s official statistical agency. Its mission is to assist and encourage informed decision making, research and discussion within governments and the community, by providing a high quality, objective and response national statistical service. An effective dissemination of statistics to clients is an essential ingredient to achieving the ABS mission. Statistics are made available to clients using a number of dissemination mechanisms including hard copy and electronic publications; spreadsheets and data cubes available on our website (www.abs.gov.au); through our telephone enquiry service and by undertaking consultancies whereby data is extracted for clients on a cost recovery feefor-service basis. The ABS also runs a Library Extension Programme for free public access to ABS statistics electronically through the participating libraries. ABS has identified four client segments, namely: 1) key/lifeline clients (a range of Government Departments important to the future of the ABS); 2) specialist Sectors such as media, education and libraries; 3) professional/regular clients and 4) ad hoc clients. Approaches to client management have been developed for each client segment. Table 1 highlights the characteristics and approaches associated with each segment. An earlier version of this paper was previously presented by the second author at the 54th Session of the International Statistical Institute in August 2003. Views expressed in this paper are those of the authors and do not necessarily represent those of the Australian Bureau of Statistics. Where quoted or used, they should be attributed clearly to the authors. 0167-8000/04/$17.00  2004 – IOS Press and the authors. All rights reserved 8 T. Dickinson and S.-M. Tam / Measuring client servicing in the ABS Table 1 ABS Market Segments