Measuring Value in Mediation: A Case Study of Workplace Mediation in City Government
25 Pages Posted: 15 Jun 2006
To date, mediation programs have been evaluated for effectiveness by focusing on a number of indicators, including resolution rates, participant satisfaction surveys, and reduction in complaint volume. Cost-benefit and value analysis of such programs is rare. This paper reports the results from the first two years of operations at the New York City Center for Mediation Services, evaluates these results, and discusses ways to begin measuring the value of a centralized workplace mediation program, noting first time and cost savings and participant satisfaction with the program, then extending the analysis to address return on investment, reduced opportunity costs, and the program's contribution to a productive work environment.
Keywords: Mediation, ADR
JEL Classification: K31
Suggested Citation: Suggested Citation