Process of Determining Multilevel Performance Indicators to Assess Network Effectiveness: A Qualitative Case Study of USAID’s People-To-People Reconciliation Programs

Although the literature considers networks as effective mechanisms for resolving complex policy issues and delivering public services, assessing network effectiveness through proper evaluation is necessary to determine whether networks really work (Provan & Milward, 2001). However, evaluating effectiveness in networks is more complicated than in single organizations. Due to the multilevel structure of the network and the involvement of various key stakeholders with multiple and diverse interests, it becomes challenging for network managers and evaluation practitioners to determine relevant performance indicators for evaluation (Provan & Milward, 2001; Babiak, 2009; Herranz, 2019). Despite previous efforts by scholars to address this issue, there is inadequate information on strategies and procedures for developing performance indicators for evaluation purposes in networks, and this area remains underemphasized in the current literature. To fill this research gap, the present study aims to examine the processes evaluation practitioners use to systematically develop appropriate performance indicators in networks, considering the varying performance expectations (or outcomes) among their key stakeholder groups. Given the importance of communication in enhancing effective decision-making in networks, this study also seeks to explore the utilization of communication mechanisms in networks to foster stakeholder engagement in the development of performance indicators. Additionally, since the literature has yet to explicitly offer standard criteria for selecting performance indicators in public networks, this study identifies three theory-based criteria and examines their applicability in designing relevant indicators in networks. By conducting an in depth exploration of the indicator development process used to assess the effectiveness of USAID’s People-to-People Reconciliation Programs, the goal of this single case study is to offer strategic solutions for network managers and evaluation practitioners to establish multilevel performance indicators for evaluating network effectiveness and to facilitate future research in this area.