Performance measurement in governmental agencies using BSC-AHP: A case study of Civil Registry Office in Tehran

Measuring the performance of governmental organizations plays an important role on increasing public satisfaction in any society. One of the effective models for assessing the organizations performance is balance scorecard (BSC) model, which investigates all aspects of organizations. In this paper, we use a hybrid of analytical hierarchy process along with BSC to measure the performance of five different civil registry offices in Tehran, Iran. We use fuzzy terms to handle uncertainty in input numbers and using some technique convert fuzzy numbers into crisp values. The results of our survey indicate that learning and development is number one priority with relative importance of 0.491, followed by customer with relative importance of 0.293, internal process with relative importance of 0.173 and financial affairs comes at last with relative weight of 0.043. The study uses organizational researchers, training, quality, customer satisfaction, performance measurement, expenses and annual budget as major components for analyzing five regions. We have also performed sensitivity analysis to see the effects of different changes on ranking.