Performance Management

Transcription

1 Performance Management Budgeting in Local Government November 2018 William C. Rivenbark Professor School of Government Lecture objectives Provide an overview of performance measurement Provide an overview of performance management Identify meaningful measures Using performance measures for decision-making Exercise on performance management Performance measurement Performance Measurement Framework Mission Service goals Quantifiable objectives Performance measures (outputs, efficiencies, and outcomes) 1

2 Performance measurement Measure Definition Output Amount of service provided Number of calls Efficiency Cost per service provided Cost per call Outcome Quality of service provided Response time Performance measurement Technique Advantage Disadvantage Agency data-base Volume of data Workload data New technology Outcome data Expensive Survey Outcome data Methodology Performance measurement Alignment with Organizational Structure Departmental level Divisional level Program level Process or Activity level 2

3 Performance management The definition of performance management occurs when public officials move beyond collecting and reporting performance measures to actually using them for making decisions. Performance management Research has shown that local governments of all sizes are collecting and reporting performance measures. Research also has shown that local governments often struggle with moving from performance measurement to performance management. Performance management Recent research has focused on what organizational factors facilitate the likelihood that local officials actually use performance data for decision-making. They are: Leadership (top-down and bottom-up) Culture of innovation Devolved decision-making authority Citizen engagement Other management systems Benchmarking Outcome measures 3

4 Step 1 Identify the mission statement, which conveys the purpose of the program. The mission of the After School Program is to serve as a safe haven for at risk kids. Step 2 Create service goals from the mission statement, which are what the program expects to achieve. Pursue a high attendance rate among clients. Improve the academic performance of clients. Step 3 Create objectives to monitor progress toward goals which state the desired level of performance in quantifiable terms. Maintain an average monthly attendance rate of 90 percent or higher. Improve the academic performance of 75 percent or more of clients. 4

5 Step 4 Identify measures from the objectives, focusing on efficiency and outcome measures. Objective: maintain an average monthly attendance rate of 90 percent or higher. Output number of students Efficiency cost per student Outcome average monthly attendance rate Step 4 Identify measures from the objectives, focusing on efficiency and outcome measures. Objective: improve the academic performance of 75 percent or more of clients. Outcome percentage of clients who improved (when you don t use process) Measure Number of healthy newborns All residents will have access to recycling Type of measure Cost to pave each residential street-mile Number of students who complete high school Average time to process a business license request Opinions from citizens regarding staff responsiveness 5

6 Using data: Recycling Tons collected 1,695 1,750 1,785 Using data: Recycling Diversion rate 18% 18% 19% Using data: Recreation Total participants

7 Using data: Recreation Municipal participants County participants External participation rate % 26% 30% Using data: Building Inspections Total inspections 7,335 7,542 7,600 Using data: Building Inspections Percent of inspections that are reinspections 19.9% 24.7% 27.7% 7

8 Using data: Streets Potholes per lane mile maintained Using data: Streets Potholes Repaired within 24 hours 80% 84% 90% Exercise on performance management The following performance measures are being tracked for emergency management (E911). 1) Identify the potential problem 2) Identify potential strategies for improvement 3) Identify other information for review Measure FY FY FY Calls per dispatcher 8,766 9,426 10,068 % of calls answered within 3 rings 96% 95% 90% 8

9 Conclusion Performance management requires outcome measures Performance management requires comparison data Performance management requires data-driven, decision-making 9