Measuring Agency-Level Results: Lessons Learned from CRS' Beneficiary and Service Delivery Indicators Initiative

Many NGOs have less success documenting their results at the agency level than at the program or project level. Little has been published on the challenges NGOs face in developing and measuring agency-level results. To address this issue, InterAction, an alliance of NGOs, commissioned a comparative study that drew on the existing grey literature, and a sample of 17 InterAction member organizations through case studies and interviews. This paper builds on that InterAction study by presenting one of the first published case studies of a successful agency-level measurement (ALM) system – CRS’ Beneficiary and Service Delivery Indicators (BSDI) initiative.