1. Challenges and Opportunities Evolving from a User Perspective in Performance Auditing
Evaluation 2009 – Kristin Amundsen, Deputy Director General, Office of the Auditor General of Norway

2. Contextual Factor: the User Perspective
Participatory democracy and efficiency:
The right to be heard – legitimacy
Valuable experiences – efficiency
Case examples:
Simplification of process: Tax return
Getting around: Access to public places for disabled

3. Why is the User Perspective important in Performance Auditing?
Requested by the Norwegian Parliament
Response to modernisation trends in public management
General focus on outcome
Users' needs and preferences as a guiding principle for developing public services

4. User Satisfaction as Key Performance Indicator

5. Simplifying the Process: Tax Return
Before: Filling in your tax return form yourself.
Now: Checking a completed tax return form.
Response to user complaints
Outcomes:
People are more satisfied: User satisfaction as a key performance indicator.
Quality of tax return data improved.

6. Methodology and Practice: How to incorporate the User Perspective in Performance Audits?
Asking the users:
Statistical surveys
Focus groups
Interviews with the users' next of kin and the front-line staff
Observations

7. Example I: Observations

8. Example II: Observations

9. Applying the User Perspective in Performance Auditing to Improve Public Services

10. New Opportunities Analysing the causes behind deficiencies
Offering advice?
Including new recipients of OAG reports?

11. Responding to the Principle of Participatory Democracy
Users' preferences as source of legitimacy
User perspective as a means to broaden the scope of participatory democracy

12. Contact Information
Arnfrid Arthur,
Lars Tore Rydland,
Kristin Amundsen,