PerformanceBasedManagement

Cathy Iles DHS Performance Measure Coordinator

DesiredOutcomes
Understandcontextaroundmanagingforresults(performancebased management) Understandthebasicperformancemeasurementconcepts: Gatheringinputs Selectingactivities Countingoutputs Measuringoutcomes Impactinggoals Understandthebenefitofbenchmarkingourwork
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Definitions Performancebasedmanagement isasystematicapproachto performanceimprovementthroughanongoingprocessof establishingstrategicperformanceobjectives;measuring performance;collecting,analyzing,reviewing,andreporting performancedata;andusingthatdatatodriveimprovement. Performancemeasurement isthecomparisonofactuallevelsof performancetopreestablishedtargetlevelsofperformance.

PerformanceBasedManagementFramework
Define Desired Results: strategic direction and outcome oriented goals

PLAN
Adjust to Improve: adjust priorities, move resources, eliminate or streamline actions Link Actions to Results: business plans and performance targets

ADJUST

DO

CHECK
Evaluate Performance: Performance measures and other information that informs on how you are performing

PerformanceMeasures&Benchmarks
Oregon Shines Strategic Vision & Goals Oregon Principles DHS Goals Oregon Benchmarks DHS Key Performance Measures Operational Measures, Program Performance Measures Examples: workforce measures, efficiency, timeliness, caseload, cost, satisfaction, error rates, budget information, process measures, quality indicators

PerformanceMeasurementLineofSight
DHSMission Assistingpeopletobecomeindependent,healthyandsafe
OperationalMetrics/ StaffIndividualMetrics InternalAgency PerformanceMeasures Prevention Problemsarepreventedor addressedintheearlystages KeyPerformance Measures HighLevelPerformance Indicators

Access Oregonianshaveaccessto theservicestheyneed

ServiceQuality Individualswhoreceive servicesaresafeandhealthy

OrganizationalEffectiveness DHShasthecapacityto deliverneededservices

ProcessMetricsInputsandOutputs ResultMeasuresOutcomes

TheLingo Inputs Activities Outputs Outcomes Goals InalignmentwithGASB theGovernmentalAccounting StandardsBoard. ConsistentacrossOregonstategovernment
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LogicModel akaIfThen Model

Goals
IF thesebenefitstocustomersareachieved, THEN certainchangesinpeople, organizations,communitiesorsystemswouldbe expectedtooccur. IF youaccomplishyourplannedactivitiestotheextent youintended,THEN yourcustomerswillbenefitin certainways. IF youaccomplishyourplannedactivities,THEN youwill deliveracertainamountofproductand/orservices.

Outcomes

Outputs

Activities

IF youhaveadequateresources,THEN youcanusethemto accomplishyourplannedactivities.

Inputs

Certainresourcesareneededtodoyourwork.

LogicModel EXAMPLE
Thiscreatesalineof sight betweenyour dailyworkandyour goals.
Reducinghunger Goals

RatioofOregoniansservedbyfoodstampsto thenumberoflowincomeOregonians

Outcomes

#offoodstampsissued Timeliness Accuracyrate

Outputs

Outreachactivities Training

Activities

DHSStaff,localpartners

Inputs

The Performance Equation

Structure Treatments Environment Client Managerial Performance

Performance(P)isaproductofgovernmentstructure(S),program treatments(T),environmentalfactors(E),clientcharacteristics(C) andmanagerialactions(M).

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Performancemeasuresdrivefactbaseddiscussionsandtellyouhowyour processisperformingagainstatarget theyshouldbeSMART

Simple

Doesithaveacleardefinition? Isiteasytounderstand?

Measurable

Isiteasytomeasure? Dowehave,orcanwecollect,thedatarequired? Canweactuallyinfluenceit?

Achievable

Resultsoriented

Isitalignedwithourstrategyandgoals? Doesitsupporthigherleveloutcomes?

Timely& Targeted

Canitbemeasuredatafrequencythatwillallowusto adequatelysolveproblemsandmakemidcoursecorrections?

Areweaimingatanambitious,yetrealistic,target?

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PerformanceDashboard
KeyPerformanceIndicator %ofchildrenages1935 monthswhoareadequately immunized PercentageofMentalHealth patientswhoareemployed Uninsuredchildren Annualstaffturnoverrate Customersatisfaction
Dummy data

Results 74%

Target* 85%

Status

Trend

17% 12.6% 16% 63%

22% 7% 15.7% 70%

12 * Informed by benchmarking

CathyIles,DHSPerformanceManagementCoordinator, cathy.f.iles@state.or.us http://www.oregon.gov/DHS/publications/pm_reports http://www.dhs.state.or.us/tools/transformation/index.html

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Definitions Benchmarking (also"bestpracticebenchmarking"or"process benchmarking")isacontinuousprocessinwhichorganizations evaluatevariousaspectsoftheirprocessesinrelationtobest practice,usuallywithintheirownsector.Thisallowsorganizations todevelopplansonhowtoadoptsuchbestpractice,usuallywith theaimofincreasingsomeaspectofperformance.~Wikipedia

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Inputs
Inputs aretheresources neededtoproducetheactivityandresults aretheingredientsthatgointo theprojecttomakeitworkandgrow fueltheeffortsoftheproject aregathered frommanysources ExamplesofInputs: Staff,volunteers,contractors Equipment Feesforprovidingservices Grants Donations Officesupplies Matchingfunds Populationcharacteristics Politicalsupport Contractsforservices Serviceproviderpartners 15

Activities
Activities areactionswhichaddresstheprioritiesofanorganizationtoachievedesiredresults. shouldbeselectedbasedonresearch,logicandexperience.

ExamplesofActivities: Mentorprogram Familysupportgroups Stafftraining Communityeventsandmeetings Communicationvianewspapers,radioandtelevision Afterschoolactivities Referralstopartners Familydecisionmakingmeetings Multidisciplinarycasestaffing Involveseniorsandpeoplewithdisabilitiesinmeetings Seekinputfromstakeholders 16

Outputs
Outputs areproducedfromtheactivities arethequantityofwork,theamountofactivities,services,or othercountable thingsoreventsthatare producedbyindividualefforts,programs,orservicesystems arecountsofaprogramswork accountforhowmuchtheprogramproduces ExamplesofOutputs: Numberofclientsserved Numberofcareproviders Numberofcommunitymeetings Numberofyouthgroupactivities Numberofpatientsinweeklysupportsessions Numberoftrainingsessions Numberofcasesstaffed Numberofplanningmeetings Numberofhomevisits 17

Outcomes
Outcomes... arethedesiredmeasurablechanges inpeople,organizations,orcommunityconditions. resultinoneormoreofthefollowingbenefitsforindividualsorgroups:newknowledge,increased skills,changedattitudes,changedvalues,modifiedbehavior,improvedcondition,increased capacity. indicateprogresstowardimpactinggoals. canbeveryhighlevel,suchasanOregonBenchmark,ofwhichasingleorganizationmay havelittleimpactonalone,butworksinpartnershipwithothers. canbeintermediatelevelofwhichanorganizationhasahigherlevelofimpact. cancovershortorlongperiods,dependingonthepurposeandscopeoftheeffort. ExamplesofOutcomes: Decreaserateofteenpregnancies Increaseindependentlivingskills Increasenumberofyouthactivitiesavailableinaneighborhood Decreaselagtimebetweenreferralandservices Decreasemedicalriskfactors Increaseclientsatisfaction Increasehighschoolcompletionrate Increasepercentageofclientscompletingtreatment 18

Goals
Goals... arelongertermbigsocietalvisionsthatcanbeimpactedbymanyeffortsincoordination. arebroadresultsimpactedbymanyactions. describeandclarifythebroadpurposeandvisionfordoingtheproject. helpmotivate,focus,andcoordinatestrategiesandoutcomesdesignedtoproducethedesiredbroad societalchanges. areoftentoobroadtomeasuredirectly. ExamplesofGoals: Peoplearesafe Peopleareabletosupportthemselvesandtheirfamilies Economicandsocialopportunitiesincommunities Peoplearelivingasindependentlyaspossible Educationsuccess Peoplearehealthy Comprehensiveandintegratedclientsupports Systemschange 19