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ERIC Number: ED421063
Record Type: RIE
Publication Date: 1998-Jul
Pages: 19
Abstractor: N/A
Focus on the Customer: A New Approach to State-Level Accountability Reporting and Processes for Higher Education.
Ruppert, Sandra S.
This paper outlines the dimensions of a customer-focused system of accountability and describes approaches taken at the state level to respond to the information needs of a broader client base for higher education. Section 1 traces current trends in the development and implementation of state-level accountability policy for higher education. It reports on a 1997 survey on performance measures from state and multicampus system representatives in 48 states. Among seven key findings of the survey were: (1) state-level interest in accountability is strong and shows no signs of abating; (2) state policy agendas for accountability continue to emphasize the dual purposes of improvement and accountability; and (3) the most commonly used measures for performance reporting are quantitative indicators of "outcome" or "output." Section 2 describes the information needs of three of higher education's primary sets of customers state legislators, students, and employers based on their perceptions of and expectations for the system. Section 3 outlines some "best practices" involved in developing customer-focused information systems and describes new roles state boards have adopted in using information to shape the market for higher education. (Contains 16 references.) (DB)
State Higher Education Executive Officers, 707 Seventeenth St., Suite 2700, Denver, CO 80202-3427; fax: 303-296-8332 ($12).
Publication Type: Guides - Non-Classroom
Education Level: N/A
Audience: Policymakers
Language: English
Sponsor: State Higher Education Executive Officers Association.
Authoring Institution: Educational Systems Research, Littleton, CO.
Grant or Contract Numbers: N/A