Chan (2004) noted that public sector BSCs can
be modified to include performance perspectives not included in the original
framework, while Kaplan and Norton (2001a) themselves suggested expanding the
customer perspective to account for the multiplicity of services, users and stakeholders
in public sector contexts (see also: Wisniewski and Olafsson, 2004; Niven, 2006).
However, there has been little empirical research into how such modifications to the
BSC framework are effected in the public sector.