Why Measure Outcomes?

In growing numbers, service providers, governments, other funders, and the public are calling for clearer evidence that the resources they expend actually produce benefits for people. Consumers of services and volunteers who provide services want to know that programs to which they devote their time really make a difference. That is, they want better accountability for the use of resources. One clear and compelling answer to the question of "Why measure outcomes?" is: To see if programs really make a difference in the lives of people.

Although improved accountability has been a major force behind the move to outcome measurement, there is an even more important reason: To help programs improve services. Outcome measurement provides a learning loop that feeds information back into programs on how well they are doing. It offers findings they can use to adapt, improve, and become more effective.

This dividend doesn't take years to occur. It often starts appearing early in the process of setting up an outcome measurement system. just the process of focusing on outcomes-on why the program is doing what it's doing and how it thinks participants will be better off-gives program managers and staff a clearer picture of the purpose of their efforts. That clarification alone frequently leads to more focused and productive service delivery.

Down the road, being able to demonstrate that their efforts are making a difference for people pays important dividends for programs. It can, for example, help programs:

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• Recruit and retain talented staff.
• Enlist and motivate able volunteers.
• Attract new participants.
• Engage collaborators.
• Garner support for innovative efforts.
• Win designation as a model or demonstration site.
• Retain or increase funding.
• Gain favorable public recognition.

Results of outcome measurement show not only where services are being effective for participants, but also where outcomes are not as expected. Program managers can use outcome data to:

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• Strengthen existing services.
• Target effective services for expansion.
• Identify staff and volunteer training needs.
• Develop and justify budgets.
• Prepare long-range plans.
• Focus board members' attention on programmatic issues.

To increase its internal efficiency, a program needs to track its inputs and outputs. To assess compliance with service delivery standards, a program needs to monitor activities and outputs. But to improve its effectiveness in helping participants, to assure potential participants and funders that its programs produce results, and to show the general public that it produces benefits that merit support, an agency needs to measure its outcomes.

These and other benefits of outcome measurement are not just theoretical. Scores of human service providers across the country attest to the difference it has made for their staff, their volunteers, their decision makers, their financial situation, their reputation, and, most important, for the public they serve.

"Outcome measurement has been a tremendous benefit to our agency by clarifying the services we provide. It has helped the staff, clients, board, constituents, and funders. We have a whole list of topics to talk about and we are all on the same page. This is concrete data. We can compare success versus instances where there was not success and draw parallels."

Nina Waters, Executive Director,
Practical and Cultural Education (PACE)Center for Girls,
Jacksonville, Florida

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