N o one set of performance measures will be effective for all agencies or for all projects. Organizations differ and their priorities change over time. To be effective, measures must be tailored to the organization's mission and management style. Given that, certain universal concepts and principles apply to agency programs and IT investments. Measurement focuses attention on what is to be accomplished and compels organizations to concentrate time, resources and energy on achievement of objectives.
Measurement provides feedback on progress toward objectives.
If results differ from objectives, organizations can analyze the gaps in performance and make adjustments. For support functions such as information technology, the connection to a bottom line or to the mission of the organization is not always obvious. By integrating the principles of performance measurement into management practices, the connection becomes clearer. Historically, organizations measured the cost of operating data centers, user reports, lines of print, communications and other elements. Seldom did they measure the contribution of IT to overall organizational performance.