1. 1 Delivery Directorate Delivery Balanced Scorecard

2. 2 Rationale: existing performance reporting can’t answer key questions How confident are we that selected providers have the necessary skills, systems and processes to deliver levels of performance they have bid for? Are we developing our own contract management skills and processes at a rate that keeps pace with the growing strength of our (larger) prime contractors? Which factors most directly explain levels of customer satisfaction? And does customer satisfaction go hand in hand with job outcome success? Is competition between providers actually driving up performance? How well are providers meeting the standards of the DWP Customer Charter? And what impact is this having on the development of healthy supply chains?

3. 3 Why A Scorecard? Established strategic management tool to balance: the short term and the long term external drivers (customers) and internal drivers (critical DWP capability in business processes, and provider capability in terms of innovation, learning and growth) leading indicators (desired outcomes) and lagging indicators (actual outcomes) objective measures (financial) and subjective (other) Will support continuous improvement, and help to identify a chain of cause and effect relationships

4. 4 A Mock Up of A Delivery Balanced Scorecard Provider Capability Financial Strength Operational Capacity Supply chain/performance management Ability to work effectively with partners Ability to help the most disadvantaged into work Outcomes Cumulative job outcomes against contract Cumulative job outcomes against ITT Cumulative sustained job outcomes against contract Cumulative sustained job outcomes against ITT Cumulative referrals against ITT expectations Cumulative starts against ITT expectations Spending against budget in ITT Customer Experience Metrics in line with DWP customer insight themes of: Ease of access Timeliness Treatment Outcome DWP Capability The Competition Programme specification Departmental engagement Market Development Market Stewardship Partnership Working DWP skills base

5. 5 How Might the Data be Reported? Market Level Provider Level Provision Level Provider by Provision Level Over time

6. 6 Where Might The Scorecard be Used? Provider Forum Delivery Board Contract Management meetings will be a means to monitor implementation of the Commissioning Strategy

7. 7 Next Step: Data Requirements Group Finalise strategic requirement Develop metrics and supporting measures Establish data collection procedures, and assurance processes Clarify stakeholder data reporting requirements

8. 8 Questions? Are these the right strategic questions? Do they translate into the scorecard? Would you like to engage in the development of the scorecard? What might you want from the scorecard?