Benefits are positive effects that lead to the achievement of strategic goals. Effects arise from a change in the organization, responsibilities and work processes that produce public services. These often are supported by a change in technology.
Benefits realization is the process (activities) that secures the achievement of these positive effects. Benefits realization is change management.
Benefits from an investment and/or change in a public service can be increased:
- efficiency (e.g. productivity, time, money)
- effectiveness (e.g. impact on the recipients of the public services)
- quality (e.g. secured lawfulness, democracy, timeliness, satisfaction)
The Municipality of Lyngdal has cooperated with the Centre for eGovernment at the University of Agder the past seven years in developing and implementing a hands-on method for benefits realization. Benefits realization in Lyngdal measures benefits as a portfolio at a service level. This means that outcomes of a public service are measured, as opposed to outputs. Yhis is done by combininga Balanced Scorecard (BSC) approach to strategy and measurements in operations with the change management approach for investments found in Benefits Management (BM).
Lyngdal's use of the benefits realization model is described in the "Lyngdal pilot implementation" section.