Conveying Mission Through Outcome Measurement: Services to the Homeless in New York City

This paper outlines the policy decision to implement a performance incentive program in a large social services agency. Specifically, it describes the evolution of services to homeless people in New York City, including the creation of the New York City Department of Homeless Services, the privatization of a majority of the shelter system, and the redefinition of the role of government in the provision of homeless services. It explains how performance measurement is an integral part of this evolution, and the numerous challenges that this initiative has presented to management of the Department.