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Using Effective Performance Standards and Scorecards Julie Nauman, Executive Officer

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Title: Using Effective Performance Standards and Scorecards Julie Nauman, Executive Officer


1
  • Using Effective Performance Standards and
    ScorecardsJulie Nauman, Executive Officer
  • California Victim Compensation Program

2
The California Model
  • CalVCP headquartered in Sacramento
  • Utilize contracted JPs
  • 22 contracts
  • Reaching 53 of 58 counties

3
Performance Standards Balanced Scorecards
  • Clearly define expectations
  • Measure actual performance
  • Staff
  • Teams
  • Management knows where they stand

4
Developing Performance Standards
  • Measurable and fair
  • Challenging yet feasible
  • Clearly stated

5
Developing Performance Standards
  • Part of the CalVCP Strategic Plan
  • Paired with Employee Performance Appraisal and
    Individual Development Plan process
  • Union participation
  • Rolled out per processing sections

6
What We Are Doing With Performance Standards
  • Defining and measuring expectations
  • Utilizing metrics
  • Conducting forecasts
  • Providing feedback
  • Team building

7
What Is Measured
  • Quantity of work
  • Quality of work
  • Individual work habits
  • Work environment

8
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9
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10
Developing The Scorecard
  • Challenge How to compare apples to apples
  • What we wanted to accomplish Document
    expectations and performance
  • Result Numerical rating from 0-100

11
What Is Measured
  • Timeliness
  • Avg. application and bill processing times
  • Accuracy
  • How well data is entered
  • Calculate percentage of errors
  • Output
  • Processing goals are met

12
What Is Accomplished
  • Accurate documentation of expectations and actual
    performance
  • Improved quality and efficiency of services
  • Heightened effectiveness of services
  • More accountable to those we serve

13
  • Thank You
  • Julie Nauman
  • Julie.Nauman_at_VCGCB.CA.GOV
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