Information Resource Management (IRM) is a proactive mechanism in managing the entire organization network of information from gathering, to dissemination, to implementation in order to maximize the overall usefulness of the information to improve both the organization and the services it delivers. One of the innovations of information technology in any business enterprise is the ability to enhance production and increase performance. But in terms of government performance measurements, public agencies have their own scale to take advantage of.
IRM was designed to empower agencies in their productivity in terms the quantitative measure of their performance by developing matrix with a sound and fair methodology, often requiring a lot of data. Interesting developments so far include performance management dashboards to help managers at various levels see the progress of the projects and programs as well as general operations on one page. This is particularly interesting because workers are often concerned with pleasing managers to the detriment of what the public see as performance. The public is concerned with performance, meanwhile managers are looking at measurements. The bottom line, great dashboards are interfering with performance.
With over emphasis on quantitative measures, airlines are concerned about on time takeoffs and arrivals. Announcing and making displays of such matrix, the public is however concerned with effective management of client issues; missing their flights, baggage lost and customer service related concerns. Instances are many when, arriving just on the dot of departure time, passengers may be denied passage, to keep the screens intact and record an on-time flight. Keeping to the dashboard occurs as well in the health sector when booking hospital appointments, waiting periods are adjusted to reflect the policies of the facility notwithstanding the vast time frame the patient had waited to be seen by a doctor.
Government agencies too are accused of measuring unrealistic goals with conflicting stance on quantity and quality of goods and services. The public has expressed worry over automated answering machines that provide customer services such provision are quite underutilizing the workforce which underscores the productivity paradox where there is increase in technology yet little impact on productivity.