1. Assessment of Service Outcomes
Thomas P. Holland, Ph.D., Professor
UGA Institute for Nonprofit Organizations

2. Nonprofits can assess many aspects of their programs and services
Documenting how consumers benefited by receiving a service
Financial accountability: documenting how funds were spent
Program outputs: assessing what services are provided and to whom
Adherence to standards of quality in service delivery
Participant-related assessments: characteristics of consumers and their concerns
Key indicators of performance: inputs, services, outputs, costs
Views of consumers and other organizations with our program accessibility, timeliness, courtesy, condition of facilities, overall satisfaction with services

3. Distinguishing Outcomes from Inputs
Outcomes are documented benefits or changes for participants as a result of their involvement with a program.
May include aspects such as changes in participants’ knowledge, attitudes, values, skills, behaviors, or conditions
Inputs (resources, services, staffing) are used to bring about expected results or outcomes.
Merely participating says nothing about results of participation.
Outcomes may be immediate or longer-term changes.

4. Growing National Attention to Outcomes
Many national nonprofit organizations and associations support studies of the outcomes of their programs and services.
Some of them provide resources and tools for use by local organizations.
Managed-care companies stress service results for reimbursement.
Accrediting bodies increasingly require outcome assessments as review criteria.
Grant-makers want evidence of results, not just efforts.

5. Benefits of Assessing Outcomes Have any of those characteristics made any difference?
Clear definitions of intended results provides focus for the organization’s work and guidance on improving it.
Understanding current level of outcome achievement provides basis to examine progress and plan for future.
Knowledge of results motivates staff and volunteers by showing if efforts make a difference.
Information about results motivates people in deciding how to use their time.
It helps the organization identify training needs.
It helps justify budget changes and fundraising purposes.
Information positions organization as successful, leading to greater recognition and financial support.

6. Benefits of Outcome Assessments emphasized by users of them
It showed us what difference the program really made for our consumers.
The information helped us do a better job, improve our services and their value to our clients.
It helped us get everyone focused in the same direction.
Our organization benefited in many ways
documenting results to board, staff, and donors
redirecting attention to more productive activities
attracting new consumers, collaborators and funders.

7. Effective Implementation Requires
Commitment of leaders and staff
Clear identification of results intended and indicators for each of them (this may be harder than anticipated)
Clarification of relationships between activities and expected results
May build upon current data collection efforts
Trial runs can identify issues needing more attention and refinement
Openness to learning new things about services and making changes based on feedback

8. Challenges for the Future
Assessing hard-to-measure outcomes, such as consequences of prevention or advocacy efforts
Sharing useful findings and approaches with other nonprofits, so everyone doesn’t have to start from scratch
Building assessments right into service activities
Using software programs to store, update, and analyze information
Strengthening board and staff attention to results and willingness to make changes based on them
Setting reasonable benchmarks or performance targets (what constitutes “good” performance?)
Using organizational findings to contribute to community-level changes