Performance Management Group PMG Mark Brett Activity Manager mark'brettsocitm'gov'uk

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Performance Management Group (PMG) Mark Brett
Activity Manager mark.brett_at_socitm.gov.uk
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Key Business Objectives

• To promote good practice for performance
  management.
• To promote Socitm KPIs,
• Raising awareness of the PMG within Socitm.
• Coordinating and raising awareness with other
  bodies and organisations
• Representing Socitm on external performance
  management groups
• Improving the depth and content of PMG related
  material

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PMG 2004 Deliverables

• Promoting the Socitm KPIs database
• To provide training and development material,
  research and comment on the Socitm KPIs and other
  performance management related issues.
• To implement version 6 of the Socitm KPIs
• To review the Socitm KPIs, refine and suggest new
  KPIs to keep abreast with the business needs of
  the membership and their organisations
• Re-launching the KPIs database
• Acting as client for the IT-CAN Service,
  developing and promoting it.

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The KPIs

• Internal
• 
  External

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What are the Internal KPIs?

• KPI 1  User satisfaction Objective To measure
  the extent to which users are satisfied with the
  ICT services they receive.
• KPI 2  Resolution of reported incidents Objective
  To measure the efficiency of the ICT unit in
  restoring the service within an agreed time scale
  after an operational incident has been reported
  by a user.
• KPI 3  Percentage of successful projects 2003/04
  Objective To measure the degree of success of ICT
  projects as determined by those who are the main
  beneficiaries of the project.
• KPI 4  Acquisition costs of workstation 2003/04
  Objective To measure the total procurement cost
  of a workstation.

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KPI 5  Cost per connection to voice network
Objective To measure the total life-cycle costs
of a connection to the corporate voice
network. KPI 6  Cost per connection to data
network Objective To measure the cost efficiency
of providing the connection of a device to a
corporate data network. KPI 7  Support costs per
workstation Objective To measure the cost
efficiency of providing support for users of
workstations. KPI 8  Workstations supported per
support specialist Objective To measure the
efficiency of the technical infrastructure and
the productivity of support specialists.
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KPI 9  Access to ICT Objective To measure the
penetration of ICT throughout the
organisation. KPI 10 ICT competence of employees
Objective To measure the competence of employees
who use ICT facilities. KPI 14  Investment in
ICT by employee This KPI seeks to answer the
question of what the organisation invests in ICT
for its employees.   Objective To measure the
total level of investment in ICT
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External KPIs

• Now only collecting 10 out of the 22
• BVPIs 51-75

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Version 6 KPIs

• A new KPI on system availability being
  introduced. This to include major applications
  e.g. MS office, email, finance systems etc. as
  well as infrastructure.
• Another KPI being introduced that will identify
  the total cost of ownership of a workstation.
• In practice the group believed this would be an
  amalgam of a number of KPIs with some extensions.
  This would include the cost of equipment
  purchased under KPI 4 with a three year
  assumption of life, the addition of KPIs 6 and 7.
  Such a calculation would not include average cost
  of servers or software on which no clear
  proposals emerged in the short time available.
• The proposals for KPIs 7 and 8 do not introduce
  any new principles but they attempt to make these
  KPIs clearer and easier to complete.

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The Socitm KPIs Database

• Monthly subscription service currently 195 pa
• Excel spreadsheet
• Contains information directly submitted and
  processed through the Benchmarking service.
• Benchmarking supplied data is verified
• Currently managed by the Audit Commission Wales

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Towards helping authorities with Outsourced ICT
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Some key issues to consider

• What do we need to measure?
• Why do we need to measure it?
• How should we measure it?
• What tools should we use?
• Are the KPIs enough?
• What other approaches are there?
• Should we establish a round table group?
• Should we have a secure discussion board?

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Some deliverables to think about

• Would specific training courses/workshops be
  useful?
• Should we focus on inputs or outcomes!!
• How to demonstrate successful outcomes.
• Glossary Common language
• Objective V Subjective
• New KPIs
• Document repository

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• Performance Management and the Priority Outcomes
• Looking at other tools such as score cards to
  assist with performance monitoring.
• Establishing a glossary of terms to encourage
  common language.
• Establishing common measures to aid the
  production of meaningful SLAs, benchmarking and
  to help educate suppliers.

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Local E-Government Priority Outcomes for 2005

• Priority Services
• Schools
• Community information
• Democratic renewal
• Local environment
• e-Procurement
• Payments
• Libraries, sports leisure
• Transport
• Benefits
• Support for vulnerable people

• Transformation
• Supporting new ways of working
• Accessibility of services
• High take up of web-based transactional services
• Making it easy for citizens to do business with
  the council

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Working towards version 7 of the KPIs

• Close integration with the IDeA priority
  transactions.
• Integration with ESD toolkit
• Interaction with IEG 4 5 progress monitoring
• Incorporating a set of specific KPIs for
  outsourced authorities.

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1 Leisure and Recreation - Booking of recreation
and sport facility 2 Public Library - Renewals 3
Revenue Collection - Change of address/circumstanc
es 5 Leisure and Recreation - Museum and Gallery
booking 6 Waste Management - Complaints/enquiries
7 Revenue Collection - Payment of Council Tax
Bill 8 Leisure and Recreation- -Theatre booking 9
Housing Revenue Account - Booking repairs and
maintenance 10 Public Library - Reservations
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The proportion of total volume of transactions by
service area, are Service Area
age Volume of
Total Administration of Justice
0.08 Archive Service
0.07 Cemeteries
0.02 Crematoria

0.04 Education
1.78 Environmental Health
0.43 Fire

0.02 Highways and Transportation
1.41 Housing Arrears and Benefits
2.90 Leisure and Recreation
56.86 Personal Social Services
0.73 Planning and Development
0.15 Public Library
22.38 Revenue
Collection
8.98 Trading Standards
0.18 Waste Management
3.97 Note If you look at the figures
for Leisure and Recreation, Public Library, and
Refuse Collect they represent nearly 90.
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http//www.socitm.gov.uk/Public/bestvalue/default.
htm

• Angela Waite Chair
• Chris Head Vice Chair
• Mark Brett Activity Manager