Measuring the Performance of the IT Function in the UK Health Service Using a Balanced Scorecard Approach

Abstract: This paper explores how the Balanced Scorecard approach might be applied to measuring the performance of an IT department. Sample measures have been developed for each dimension of the scorecard for two key IT functions. A performance measurement record sheet has been developed to show how these measures would work in practice. The paper also outlines approaches to implementing, monitoring and reviewing these measures. Furthermore the benefits of such a performance management system and process have been identified. Keywords: Information Technology, Balanced Scorecard, Performance Measurement. 1