Publishing public performance results on the Internet: Do stakeholders use the Internet to hold Dutch public service organizations to account?

Abstract This paper analyzes the relation between publishing public performance results on the Internet, stakeholder accountability, and the effectiveness and legitimacy of Dutch public service organizations. The empirical research focuses on Web sites with performance results of schools and hospitals. These results are published on the Internet by ‘third parties’ (government organizations, associations of public service organizations, and newspapers). Publications of performance results stimulate schools and hospitals to score better on performance indicators because they feel the ‘public eyes’ on them. However, the risk of a ‘performance paradox’ and adverse effects is great since strategic behavior may lead to higher scores but not improve the effectiveness of these organizations. The research provides moderate support for negative effects on the legitimacy of schools and hospitals which may be attributed to the sole use of the Internet as a medium for access to information and negligence of its communicative potential.