The public management literature has extensively explored human resources’ (HR) contribution to organizational performance. However, HR approaches are seldom explored when assessing multilevel service provision. This research studies the HR-performance relationship when organizations at different government levels contribute to service provision. Beyond directly engaged local organizations, HR in national organizations’ field offices providing ancillary services may influence local service performance; however, local organizations’ HR levels moderate this contribution. Education in Colombia allows testing this model. While local schools directly provide classroom instruction, a national agency’s (Instituto Colombiano de Bienestar Familiar, ICBF) field offices provide related services. Relative workforce size and educational attainment serve to assess HR of schools and ICBF’s field offices while high school enrollment and dropout rates capture education provision performance. Schools’ HR increase performance and moderate ICBF’s indirect influence, offering evidence for both substitutive and reinforcing relationships between local and national organizations in service provision.

公共管理文献广泛探讨了人力资源 (HR) 对组织绩效的贡献。然而，在评估多层次服务提供时很少探索人力资源方法。本研究研究了不同政府级别的组织为服务提供做出贡献时的人力资源绩效关系。除了直接参与的当地组织外，提供辅助服务的国家组织外地办事处的人力资源可能会影响当地服务绩效；然而，当地组织的人力资源水平缓和了这种贡献。哥伦比亚的教育允许测试此模型。虽然当地学校直接提供课堂教学，但国家机构（Instituto Colombiano de Bienestar Familiar，ICBF）的外地办事处提供相关服务。相对劳动力规模和教育程度用于评估学校和 ICBF 外地办事处的人力资源，而高中入学率和辍学率则反映了教育提供的绩效。学校的人力资源提高了绩效并缓和了 ICBF 的间接影响，为地方和国家组织在服务提供方面的替代性和强化关系提供了证据。