ABSTRACT
I. Introduction............................................................................................................ 128 II. Review of literature ................................................................................................ 129 III. Framework.............................................................................................................. 135 IV. Conclusion.............................................................................................................. 139 Acknowledgments ........................................................................................................... 140 References........................................................................................................................ 140
This chapter addresses how an organization can tie an information technology (IT) investment to the benefit of increased performance. A significant issue faced by managers is determining what will be measured or tracked to accurately represent investment and performance. The issue is explored through an extensive literature review. Because little literature covering these measurement topics in the public sector exists, applicable private-sector literature is included. A framework useful in developing appropriate measures is offered to public-sector managers. Finally, guidelines based on the literature are presented. The guidelines can assist the manager in decision-making and provide more tangible information in business cases connecting IT investment to organizational performance.
