In this paper, we propose a general class of indices that can be used for comparing the performances of organizations providing a given public service to citizens, such as universities, hospitals, nursing homes, employment agencies or other institutions. In particular, we handle the case where evaluation is performed by assessing the probability that a given event has happened as a result of the service provided to users requiring it. Indices are designed for settings where users can be divided into groups with similar characteristics in order to account for case-mix, that is, for the different composition of users within each organization with respect to personal features influencing the probability of the event at hand. For the proposed class, we build a taxonomy leading to nine index types. These different types constitute a useful toolbox to satisfy specific needs and/or criteria set by the evaluator in applied contexts. A general inferential framework is also discussed to deal with settings where, whatever the index chosen, its value has to be estimated from sample data. A simulation study based on a real-world dataset is presented to assess the behavior of indices’ estimators.

在本文中，我们提出了一类通用指数，可用于比较向公民提供特定公共服务的组织（例如大学、医院、疗养院、就业机构或其他机构）的绩效。特别是，我们通过评估由于向需要该服务的用户提供的服务而发生给定事件的概率来处理评估的情况。指数设计用于将用户分为具有相似特征的组，以考虑案例组合，即每个组织内用户的不同组成，以及影响当前事件概率的个人特征。对于提议的类别，我们构建了一个分类法，导致九种索引类型。这些不同的类型构成了一个有用的工具箱，可以满足评估者在应用环境中设定的特定需求和/或标准。还讨论了一个通用的推理框架来处理无论选择什么指数，其值都必须根据样本数据进行估计的设置。提出了基于真实世界数据集的模拟研究，以评估指数估计器的行为。