Balanced Scorecard in Service Organisations

Abstract

This paper examines ESG reporting and its relationship with accountability in public institutions and citizens. It considers how accounting processes convert transactions, estimates, and operational evidence into information used for decisions and accountability. The discussion focuses on implementation conditions, measurement choices, control weaknesses, and the needs of users who depend on the resulting reports. Using a comparative framework for assessing organisational practices, the paper develops a conceptual framework rather than claiming results from an unreported survey. It argues that improvements are most credible when responsibilities are clear, source evidence is traceable, assumptions are disclosed, and outcomes can be independently reviewed. The analysis offers implications for practitioners and directions for future research.