USE OF PERFORMANCE MEASURES TO IMPROVE SERVICE DELIVERY An AGA Research Project

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USE OF PERFORMANCE MEASURES TO IMPROVE SERVICE
DELIVERYAn AGA Research Project

• Performance Management Conference
• Seattle WA
• November 6, 2009

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USES OF PERFORMANCE MEASURES

• Demonstrate accountability
• Inform budget development and enactment
• Improve service delivery

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STUDY PHASES

• Identify elements
• Interview
• Online survey

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INTERVIEWS

• New York, NY
• Baltimore, MD
• Westminster, CO
• Fishers, IN
• State of Washington

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INTERVIEWS

• Chief executives desire
• Started with output measures
• Considerable training
• Not present
• Link to budget
• Cost data
• Ties to compensation
• Concern with reliability
• Legislative involvement
• Public reports

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ONLINE SURVEY

• Oversight of the process
• Selection of measures
• Types of measures
• Revision of measures

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ONLINE SURVEY

• Collection of data
• Reliability of data
• Review process
• Nature of analysis
• Follow-up
• Other
• Training
• Strategic plans
• Budgets-costs
• Continuation

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ELEMENTS FOR USING PERFORMANCE MEASURES TO
IMPROVE SERVICE DELIVERY

• Essential elements
• Supporting elements
• Ancillary elements

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ESSENTIAL ELEMENTS

• Chief executive commitment
• Relevant performance measures
• Periodic review of measures
• Frequent collection of performance data
• Comparison to prior periods
• Regular review and analysis of data
• Chief executive participation in reviews
• Agreement on improvement plans
• Follow-up on progress

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ESSENTIAL ELEMENTS

• Chief executive commitment
• Relevant performance measures
• Periodic review of measures
• Frequent collection of performance data
• Comparison to prior periods
• Regular review and analysis of data
• Chief executive participation in reviews
• Agreement on improvement plans
• Follow-up on progress

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SUPPORTING ELEMENTS

• Explicit targets
• Comparison with targets
• Comparison with similar jurisdictions
• Intragovernmental comparisons
• Support staff involvement
• Information used in budget reviews
• Budgets allocated to programs
• Obtaining constituents views
• Process to assure data reliability
• External reporting of results

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SUPPORTING ELEMENTS

• Explicit targets
• Comparison with targets
• Comparison with similar jurisdictions
• Intragovernmental comparisons
• Support staff involvement
• Information used in budget reviews
• Budgets allocated to programs
• Obtaining constituents views
• Process to assure data reliability
• External reporting of results

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ANCILLARY ELEMENTS

• Strategic plan
• Legislative branch involvement
• Cost accounting systems/cost of services
• Personnel actions consideration of performance
• External stakeholder involvement

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SOME FINAL THOUGHTS