Performance

1
Performance Measurement
Pete Williams Governors Office for Innovation in
Government
2
Background--Why?

• Governor Davis is committed to improving service
  to the public and has charged agencies and
  departments with achieving better performance at
  less cost by focusing on customer service and
  improved outcomes for the public.
• --1999-2000 Budget language

3
Background---Who?

• Governor Davis has tasked the Office for
  Innovation in Government to focus on those state
  services with the most direct and significant
  impact on the public.

4
Performance Measurement
The process of evaluating the organization to
reveal the extent to which it has met its mission.
5
Why Measure Performance?

• To communicate results of programs and
  services--What was achieved?
• Promotes public accountability--How well are
  citizens served?

6
Whats In It for You?

• Good Management Tool--Provides better information
  for effective decision-making, including resource
  allocation.
• Drives improvement--Helps employees and managers
  focus on what is important.

7
Performance Outcome
The end results of outputs that are designed to
help accomplish a portion of the departments
mission.
8
Points of Measurement

Resources consumed by the system Steps to
produce output Products/services produced End
results
Inputs - Processes - Outputs - Outcomes -
9
The Measurement Chain
Financial or staffing measures (budget,
equipment, human resources)
Efficiency measures (cycle time, error rate)
Productivity measures (units of work done)
Results (customer satisfaction, mission
accomplishment)
10
Terms of Measurement

• Mission
  
  A statement of purpose, i.e. what an
  organization does and the customers it serves.
• An organizations reason for existing.
• Goal
  A
  desired result sought within the context of the
  mission.
• Performance Measurement
  Evaluating an organization to
  reveal the extent to which it has met its
  mission.
• Inputs
  Resources
  consumed by the system (e.g. budget, equipment,
  human resources).
• Processes
  Steps and
  activities to produce an output.
• Outputs
  Work or
  products/ services produced.
• Outcomes
  The end results
  of outputs aimed to help accomplish a portion of
  an organizations mission. Something the customer
  cares about.
• Outcome Measure
• The yardstick by which the results of a
  particular program or goal are measured.
• Reflects customer interest.

11
Examples of Measures
12
Examples of Measures
13
How Develop Measures?

• Input Process Output Outcome
• Step 1 Define your mission gain consensus from
  internal and external customers.
• Step 2 Identify your major program activities
  that are derived from your mission.
• Step 3 Identify the desired outcomes or results
  for each program.

14
How Develop Measures? (cont.)

• Step 4 List the primary inputs, processes and
  outputs associated with the outcome (In and out
  diagram).
• Step 5 Identify the current or potential
  measures along the Measurement Chain.
• Step 6 Determine how to collect data for each
  measure, including data sources.

15
How Develop Measures? (cont.)

• Step 7 Collect and Analyze data.
• Step 8 Begin to use results to make management
  decisions to effect improved outcomes.
• Step 9 Report results to stakeholders.

16
Examples of Measures