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Welcome!

Enterprise Management Education Series

Module 8

Dashboard / Performance Measures

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Major milestones along our journey:– Modules I – VII

• Strategic, business and financial planning• Process, program and technological tools

– Updated glossary of terms

What’s our destination for today?– Alignment of performance measures– Resources to review organizational performance

The Road Traveled…

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Today’s Learning Objectives Develop a basic understanding of the

dashboard and its features.

Review the alignment of the dashboard to the balanced scorecard and performance measures.

Identify methods for using the dashboard to improve organizational performance.

Gain familiarity with resources and contacts.

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TerminologyWhat terms must I understand to successfully

navigate through this module?

Actions Attributes Balanced Scorecard Baselines Benchmarking Dashboard Data Model Dimensions

Effectiveness Efficiency Input Measures Key Performance

Indicator Outcome Measures Output Measures Targets

Intranet link

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Measuring Performance in Government Where does performance measurement fit?

– Major component of the GovMax performance management system– Measurement activities will occur at the Enterprise, Core Service, Business Process and

Process Activity and individual level

What are the benefits of performance measurement? Strengthens accountability Enhances decision making Improves customer service Assists governments in determining effective resource use Supports strategic / business planning and goal setting

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Measuring Performance in Government What are some elements present in the performance

indicators and measures of high performing organizations?

Measurement of Results

– Focus on inputs, processes, and outputs and on outcomes which impact our customers / clients / stakeholders

Measurement of Efficiency and Effectiveness

– Efficiency measures how well our organization is able to manage and produce outputs and includes a focus on optimizing all resources and producing outputs at the lowest cost

– Effectiveness is a measure of outcomes. It is a measure of quality as determined by the client / customer. It is a measure of satisfaction and importance of our services, programs, products for the customer / client

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Measuring Performance in Government Performance Measures Model

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Measuring Performance in GovernmentPerformance Measures Model Examples

Measure Type Examples

Input Dollars budgeted / spent Staff hours used

Output Eligibility interviews conducted Library books checked out Children immunized Purchase orders issued

Efficiency Plans reviewed per reviewer Cost per appraisal

Effectiveness Percent of respondents satisfied with service Error rate per data entry operator Frequency of repeat repairs Average days to address a facility work order

Outcome Reduction in fire deaths / injuries Percent of job trainees who hold a job for more than six months Adoption rate of impounded animals

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Measuring Performance in Government Why measure performance?

– If you don’t measure results, you can’t tell success from failure– If you can’t see success, you can’t reward it– If you can’t reward success, you’re probably rewarding failure– If you can’t see success, you can’t learn from it– If you can’t recognize failure, you can’t correct it– If you can demonstrate results, you can win public support

Reinventing GovernmentDavid Osborne and Ted Gaebler

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Measuring Performance in Government

As SCG leaders, what is “our part to play” with the dashboard?

Review dashboard at least every quarter.

Communicate progress regularly to staff.

Ask staff to consider, “what’s working and what’s not?” “What continual improvement opportunities should we consider?”

Consider the need for updating the “Actions” in the balanced scorecard templates and in employee evaluation forms.

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Measuring Performance in Government

Consider a case scenario…

Objective…Enhance Access to Health Care

Performance Measure…# of Health Clients

Dimension…Major Grouping (Children, Adult)

Attribute…Age, Sex, Race, etc.

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Measuring Performance in Government

Introducing:

The SCG Dashboardan enhancement to GovMax

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Measuring Performance in Government

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Measuring Performance in Government

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Measuring Performance in Government

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Measuring Performance in GovernmentStrategic Approach to Developing and Aligning

Performance Measures

Develop a meaningful vision for the organization Identify the critical success factors from the vision and the business

plans Establish key organizational goals and objectives From the goals and objectives, establish the key performance indicators Establish the competencies required for the organization including the

ability to gather, analyze and measure data and performance criteria Develop a methodology for assessing performance Finally, organizational efficiency and effectiveness can be benchmarked

against the best practice to gain new insights for improvement.

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Measuring Performance in Government

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Wrap Up

The importance of the Dashboard

Resources and contacts

Thank you for your support!

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Pit StopHow are you doing so far?

Have you: Completed the post-assessment and

glossary game for Module #7 (Service Level Agreements)?

Added Module #8 post-assessment (Dashboard / Performance Measures) to your “to do” list? [Due by 5/06]

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Thank you for your participation!