1. It’s about more than just tracking numbers
Establishing a Performance Measurement System
It’s about more than just tracking numbers

2. You can be effective without being efficient
Performance Measures
Are you measuring Efficiency or Effectiveness?
Efficiency- lowest cost for a given output
Effectiveness- service level meets the demand of the citizens
You can be effective without being efficient
consistent
Applicable
Tied to mission
realistic

3. Drilling Down- Definitions
MEASURES
What defines a measure?
Standard unit that Expresses Change by:
Size
Amount
Degree of
What makes a good indicator?
Specific in nature
Realistic Outcome
Focused on What Matters
Indicators
Service Quality
Outcome
Input
Output
Efficiency
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4. Benchmarks
A standard or point of reference against which things may be compared or assessed

5. Benchmark Attributes Average data over time
Actual achievements tracked over time
Benchmark
Attributes
Increase by a percentage
No right or wrong way to establish a benchmark
Adjust based on trends
Realistic but challenge the organization

6. Crafting Measures Input Service Quality Output Efficiency Outcome
Input: Resources allocated to and expanded by a program
Output: The quantity of the units produced; how much work was done
Efficiency: Using a ration of inputs used per unit of output
Service Quality: How satisfied customers/stakeholders are
Outcomes: Qualitative results associated with programs or services

7. The Toughest Questions
What are your goals?
What are the objectives of those services?
4 Questions That Need Answering
What services that your unit performs are you measuring?
What indicators will you use to measure progress?

8. Measures
An outcome-based statement (action plan measures) that are goals within a single fiscal year
Demonstrate Progress Toward a Goal
Represent- Support to department /cost center goal statement
Reflect planned benefits to customers
One objective per year
One Indicator of each type
Quantifiable
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