The Role of the Computer in Improving Productivity in Delivery of Governmental Services

GAO was requested to provide its views on the role of the computer in improving productivity in the delivery of governmental services. A primary concern should be the measurement of productivity. Measurement criteria should be established at the time a program is initiated. This is to provide objective, accepted yardsticks by which to judge the effectiveness of the program after it becomes operational. Priorities should be set for efforts in the computer productivity area. GAO suggested the following priorities: (1) programs with known or suspected high-error rates; (2) programs which are known to be deficient in management controls or accountability; (3) programs which use large amounts of resources; and (4) programs with inordinate delays in responding to citizen's actions. A great amount of success can be accomplished with the efficient application of computer technology to improving delivery systems.