The difference between outputs and outcomes

by Rusty Livock, Deputy Chief Executive, Connect Assist

The real success of delivering advice or support services cannot just be measured in pounds and pence, or in facts and figures. Indeed, doing so might even lead you to provide an inferior service to the people who need your help.

If your core purpose is to help people to make a positive change in their life, surely the only measure that matters is whether or not this happens. And, not in the short term, but as a lasting change that resulted from your intervention. It is essential that charities and other organisations that provide helplines or support services find ways to measure their impact in a more meaningful way. It is essential so that you're able to provide an excellent service to people who need you, and it is essential when presenting compelling reasons to invest to funders and donors.

So, what is the difference between and outcome and an output?

An output might be the number of people who called a helpline, or downloaded a factsheet from a website. An outcome would be the receipt of a benefit payment a person hadn't previously known about.

An output might be the number of calls your volunteers are able to take per hour. An outcome is that teacher who was experiencing crippling stress reporting that they're now enjoying their job again.

An output might be the number of enquiries closed per day. An outcome would be that individual who was suffering from mental health issues who now holds down a fulfilling job and spends their spare time fundraising for the organisation that helped them to rediscover their equilibrium.

Why measure outcomes?

Measuring outcomes, as well as outputs, gives you a much more accurate reading of how effective your service is. It also allows you to focus your attentions on what matters - that is changing lives for the better. Indeed, we've found that adding this essential dimension to the metrics that we routinely report has directly led to improved feedback from service users. You can see how a focus on call times, for example, might lead a call adviser to close a call early, when the person they were talking to might have needed an hour or more of their time to actually get to the root of their problem.

How do you measure the services that you provide?

You might also be interested in:

• PAPER: Doing more with less »
• CASE STUDY: Teacher Support Network »
• SERVICE: Transformational Helplines »

Connect Assist runs professional helplines and web systems for charities and organisations that help people to make positive life changes that last. Services include:

• Transformational Helplines providing professional help and support day and night
• Engagement Systems that create lasting relationships with the people that you help
• Feedback & Insight that enables you to adapt quickly to changing needs