Adaptation of the Performance Wheel for performance measurement in notary offices:

a case study in the delegated public sector

Abstract

The literature on Performance Measurement Systems focuses on models for traditional organizations, paying less attention to distinct operational logics, such as notary offices. This research investigates the particularities of performance measurement in this unique environment. The article aims to develop a performance measurement framework, adapting the Performance Wheel by the Performance Pyramid as a management tool for a Civil Registry and Notary Office in Alagoas. This is a qualitative study, designed as a single, exploratory, and descriptive case study. Interviews, questionnaires, and document analysis were used for data collection, which was processed using content analysis. The results indicate a clear strategic vision, focused on humanized service and legal certainty. However, this guideline faces operational challenges, such as rework and digitization of the collection, as well as financial challenges, especially due to the outdated fee schedule. The research culminated in the development of a Performance Pyramid with indicators of Sustainability, Processes, and Liquidity. It is concluded that the resulting Framework is a management tool adapted to the reality of the registry office. The study contributes an adaptable methodological roadmap for registry managers and fills a gap in the literature with empirical data from a poorly documented model.