2.25 Assessment of user satisfaction is an important part of assessing overall performance. Twenty five per cent of the projects responding to our census (10 out of 40 projects) had not undertaken a formal assessment of user satisfaction. In other projects we found that the approach of the Department's project teams to assessing user satisfaction varied in both the method used and the regularity of assessment. In addition, user satisfaction was not always formally built into the performance management system for the project.
2.26 There were some good examples in the case study projects of obtaining regular and systematic user satisfaction feedback.
■ The Defence Fixed Telecommunications Service project uses a regular questionnaire to assess user satisfaction.
■ The Medium Support Helicopter Aircrew Training Facility uses a Balanced Scorecard as part of the overall assessment of contractor performance. User satisfaction is regularly assessed and translated into formal measures, which feed into the Balanced Scorecard.6
___________________________________________________________________________
6 A Balanced Scorecard is an integrated framework for describing strategy through the use of linked performance measures in four, balanced perspectives - Financial, Customer, Internal Process, and Employee Learning and Growth.