1. City of Jacksonville Comprehensive Performance Management 2014

2. Agenda Vision for COJ Performance Management
Transparency – Open Government
Comprehensive Performance Management Process
JaxOps Internal Scorecards and Analytics
CARE Analytics
Financial Analytics
JaxScore 1.0 Citizen-Facing Metrics
JaxScore 2.0 Next Steps

3. Jax2015 – COJ Performance Management Presentation

4. Performance Management Process

5. Vision for Performance Management & Transparency
Drive Strategy
Determine City’s Objectives
Drive Efficiency
Provide insight to operations via scorecards and analytics
Provide Transparency
Create a public facing dashboard – JaxScore
Drive Alignment and Behavior
Create outcome-based measures at each level
Cascade metrics from department to division to team to individual
Align all work/measures with City’s priorities
Provide feedback, reward and recognition

6. City of Jacksonville Vision: to make Jacksonville's local government the most responsive and effective city government in America; to make Jacksonville the best place in the nation to live, work and raise a family.

7. Administration’s Priorities
Economic Development – “Partner with Businesses to Grow Jobs and the Local Economy”
Economic Development – “Partner with Businesses to Grow Jobs and the Local Economy”
Military and Veterans – “Making Jacksonville the Most Military-Friendly City in America”
Military and Veterans – “Making Jacksonville the Most Military-Friendly City in America”
Education – “Build a Better Education System and Improve Our Public Schools”
Education – “Build a Better Education System and Improve Our Public Schools”
Public Engagement – “Welcoming All to City Hall”
Public Engagement – “Welcoming All to City Hall”
Effective and Efficient Government – “Make Government as Effective and Efficient as Possible”
Effective and Efficient Government – “Make Government as Effective and Efficient as Possible”
Quality of Life – “Enhance the Quality of Life”
Quality of Life – “Enhance the Quality of Life”

8. Vision for COJ – Comprehensive Performance Management
Executive Branch
Mayor
JaxScore 1.0
Strategic Plan
Departments & Employees
Operations
Finance
Policy
Public
JaxAnalytics
JaxOps
Scorecards/ Performance management
JaxAnalytics
Analytics/ Datasets
JaxGIS Dashboards
9/19/2018

9. JaxOps Internal Performance Management

10. Drive Alignment and Teamwork
Performance measured by
Director
Department Scorecard results – 100%
Chief
Department Scorecard results – 20%
Division Scorecard results – 80%
Employees
Division Scorecard results – 20%
1 or 2 Division metrics
Other pertinent metrics %
Prevents sub-optimization
Breaks down silos
Drives alignment

11. JaxOps site on the Intranet
Link Department and Division Scorecards

12. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000

13. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000
Link to Mayor’s
Priorities

14. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000
5 Categories of Metrics –
1. Ops Excellence,
2. Customer Satisfaction
3. Process improvement/ Innovation
4. Financial
5. Talent Management

15. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000
Balanced by points to provide weightage
Total = 1000

16. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000
Min – Target – Max goals for each metric

17. JaxOps Sample Balanced Scorecard
FY 14 October 2013
Public Works Department Scorecard
Mayor's Priority
Goals
Potential Points
Min -60%
Target-80%
Max-100%
MTD Value
YTD Value
Actual Points
Comments/Explanation
Operational Excellence
350
QOL
% of reduction in accidents at 5 highest accident prone intersections
100
2.00%
2.50%
3.00%
(# of Current accidents - # of accidents at the 5 intersections after improvements)/ # of Current accidents
% of City roadway miles improved 75
1.40%
1.60%
1.80%
# of City roadway miles improved/ Total # of City roadway miles, 3659 centerline miles
% reduction of Structures that flood (25 yr storm)
0.10%
0.20%
0.30%
# of homes/buildings removed from flooding/ Total # of structures that could flood(2343 ) in a 25 year storm
% missed collection not resolved by the end of the next business day
4.00%
0.00%
# of CARE issues for missed collections not resolved by the end of the following business day/ Total # of missed collections CARE issues
Customer Satisfaction
200
EEG
Bi-annual Customer Satisfaction Survey 3
3.5
3.75
Process Improvement & Innovation
Reduce % of change order value based on original project bid increase to complete construction 50
by 5%
by 10%
by 15%
(Project final cost - Original bid)/ Orginal bid - Keeping Change orders to a minimum based on errors & omissions
# of Processes improved (monitored by metrics) 6 9
Financial Metrics
Cost Savings (PW & Customers) 25
250,000
500,000
1,000,000
Cost Avoidance
750,000
Budget Management (Departmental Exp)
At Budget
under .5%
under 1%
Revenues generated
3,000,000
3,250,000
3,500,000
Talent Management Metrics
150
% employees setup in Ent Perf Mgmt system with Smart Goals by Nov 1st, 2013
90%
95%
100%
% employees mid year review completed by May 1st, 2014
% employees year end review completed by Nov 1st, 2014
Turnover of staff rated 4 or 5 on EPMS
20%
15%
10%
Total
1000
Outcome Oriented Vs Transactional Metrics

18. COJ Scorecards and Performance Management Process
City Priorities
Department Balanced Scorecards
Goals, Metrics
Monthly Results
Division Balanced Scorecards
Goals, Metrics
Monthly Results
Team Balanced Scorecards
Goals, Metrics
Monthly Results
Bi-Monthly Coaching, Mid Year and Annual reviews
Employee Performance Management
Performance Objectives

19. JaxAnalytics CARE (CRM)

20. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

21. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

22. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

23. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

24. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

25. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

26. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

27. JaxOps 630-CITY CARE Analytics
Introducing CARE Analytics – Slice and Dice

28. JaxOps 630- CITY CARE Analytics
Average response time for Illegal Dumping By Council District

29. Trends of Litter in City Right of Ways
By Count

30. Trends of Average Response Time for Litter in C-R-O-W
8 Crews
2 Crews
9/19/2018

31. JaxParks Finder GIS mobile app

32. JaxAnalytics – Finance (FAMIS)
Budget vs Actual By Department
Vendor Analysis

33. How much is the City of Jacksonville spending on:
Issues
Vendors
Homelessness
Nonprofit Support
Housing and Community Development
Duplication of state or federal services in the general fund budget of the City
How much do we spend on vendors
Top 10 vendors

34. Financial Analytics (Mainframe Financial Data) - Vendors

35. Click on “Office Depot”
Budget Vs Actual by Department in the General Fund
Click on “Office Depot”

36. Immediate drill down to the Vendor: Office Depot
Immediately it shows:
3 departments that spent $174 on Office Depot
JFRD revenues of $180 due to fire inspections
Formalize Project
Create the ITD Project Plan
Determine index code for billing purposes

37. JaxAnalytics – Finance (FAMIS)
Grants Spending
Trend Analysis

38. Grants Spend over 3 years
Finding spend on Sulzbacher

39. Find 3 years of Grants to Sulzbacher
Immediately find 3 years of grants to Sulzbacher

40. JaxAnalytics – Finance (FAMIS)
Financial Dashboard

41. Customizable Financial Dashboard

42. Financial Dashboard for Employee Services!
Click on Employee Services Department

43. Click on Public Works Department
Financial Dashboard for Public Works
Click on Public Works Department

44. JaxScore Citizen-Facing Metrics

45. “Click on a box to learn more”

46. Jax2015 – COJ Performance Management Presentation
JaxScore 2.0 Sneak peek
9/19/2018
Jax2015 – COJ Performance Management Presentation

47. Performance Management Chief Information Officer
City of Jacksonville
Performance Management
Contact
Usha Mohan
Chief Information Officer
Phone:

48. JAXSCORE 2.0