Public administration (PA) plays a very important role in the functioning of social, economic and political system. It is in itself a very complex organization that require a model of performance measurement based on extensive use of quantitative and qualitative data.
Each public authority must implement a performance measurement and a service quality evaluation plan. They are tools to help to know whether its programs and services are leading to desired results in term of output and outcome.
With these aims, set of indicators and statistical methods must be used to measure the impact of product or service on stakeholder and evaluate the exogenic factors.