How productive is the public service? We’ll never know | Denley

Some things easier to measure than others but productivity in service delivery, HR, finance and property management should be doable and are needed:

…One need be only moderately cynical to identify the reason for rejecting productivity measurement. There’s a big clue in the task force’s report. The advisory group states, “Without reliable data, it is difficult to assess the effectiveness and efficiency of government services or identify areas for improvement.”

That might seem like a problem to concerned taxpayers, but for those in government, it’s an ideal situation.

The problem with assessing performance is a political downside. If you set a goal and don’t meet it, that’s a visible failure. Better to keep it vague and talk only about the volume of money spent. Easier, too. It saves all the thinking about how to actually accomplish things, as opposed to just promising them.

What little reporting the federal government does on its own effectiveness illustrates the pitfalls of telling people how you are doing. A recent report by the Treasury Board showed that government departments that deliver high-volume services fell woefully short of expectations in 2024-25.

It’s pretty obvious that effective digital service delivery is critical to productivity and expanding output per worker, but in 2024-25, only 52 per cent of those high-volume departments met digital service standards, down from 55 per cent the year before. The target is 80 per cent, in itself a pretty modest number.

The Treasury Board report says the 80 per cent target “reflects Canadians’ expectations of simple, secure and efficient delivery of services and benefits.” If so, those expectations would be dramatically less than the ones we have of Amazon.

The underlying problem can be seen in the percentage of government business applications “assessed as healthy.” That number was only 38 per cent in 2024-25 and the target is a mere 40 per cent. Not exactly a recipe for efficient and effective service delivery.

Let’s put all of this in a broader context. In Canada, the federal, provincial and municipal governments combined employ more than 20 per cent of the population, and their spending equals 40 per cent of gross domestic product.

If those governments don’t use money productively, they are a drag on the whole economy, wasting people and money that could be more effectively deployed in the private sector.

Instead of spending so much time on the issue of where public servants work, the Carney government should focus on the far more important problem of what they do and whether it’s done effectively. The public service is too big, expensive and important to be run by guesswork.

Source: How productive is the public service? We’ll never know | Opinion