A framework has been developed using a scorecard model that has efficiency measures consisting of key cost and productivity indicators. It also has three measures of effectiveness:

• Impact – how the output from each of the corporate services functions contributes to or influences corporate performance as a whole.
• Satisfaction of users and senior managers – looking at how each of the corporate service functions is regarded by staff who use these services.
• Modernisation – to consider the extent to which an organisation has adopted management practices regarded as innovative and forward thinking.