Connecting with Canadians; Towards effective, web-based, citizen-focused performance reporting

Christopher Hyde,Christopher Hyde,Deputy-Director of Research Deputy-Director of Research and Capacity Developmentand Capacity Development

For: Financial Management For: Financial Management Institute of Canada, Ontario Institute of Canada, Ontario

ChapterChapterOctober 21st, 2009October 21st, 2009

Christopher Hyde,Christopher Hyde,Deputy-Director of Research Deputy-Director of Research and Capacity Developmentand Capacity Development

For: Financial Management For: Financial Management Institute of Canada, Ontario Institute of Canada, Ontario

ChapterChapterOctober 21st, 2009October 21st, 2009

Connecting Connecting with with Canadians;Canadians; Towards Towards effective, effective, web-based, web-based, citizen-citizen-focused focused performance performance reportingreporting

Connecting Connecting with with Canadians;Canadians; Towards Towards effective, effective, web-based, web-based, citizen-citizen-focused focused performance performance reportingreporting

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CCAF-FCVI is a non-profit research and CCAF-FCVI is a non-profit research and educational foundation supported by federal educational foundation supported by federal and provincial members …and provincial members …

Founded in 1980 as Canadian Comprehensive Auditing Foundation

A leader in research on public sector accountability

Neutral forum for auditors, government managers, elected reps

Our principal activities are research, eOur principal activities are research, education, and other capacity building activities … …

• Innovation, risk management and control• Performance auditing• Integrated (non-financial & financial) performance

information used to report publicly• Comptrollership and related management practices• Training on accounting standards• Program for Improved Public Performance Reporting

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In 2001 CCAF developed 9 Principles for Public Performance ReportingIn 2001 CCAF developed 9 Principles for Public Performance Reporting

1. Focus on the few critical aspects of performance2. Look forward as well as back3. Explain key risk considerations4. Explain key capacity considerations5. Explain other factors critical to performance6. Integrate financial and non-financial information7. Provide comparative information8. Present credible information, fairly interpreted9. Disclose the basis for reporting

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CCAF aims to to align performance reports with the needs of users (legislators, the media and the public) …

Users: Find out how to improve the readability and

usability of performance reportsStimulate demand for Public Performance Reports

among users

Governments:Provide feedback on the readability and usability

of reportsIdentify best practices

… in other words, to align supply (reports) with demand (user needs)

Performance reporting matters because…

It is not enough to report on money spentThe public wants to know what value is being

received for taxes paidTaxpayers no longer trust the way that they

once did - they are well educated and ask questions

Performance measurement and reporting are key parts of the overall accountability chain for elected officials and program managers

… and being open, transparent and accountable benefits the entire organization

Many reports suffer from the same problems …Many reports suffer from the same problems …

Only telling a “good story” Written in bureaucratic language Too much and/or poorly aligned

information Reports are not credible and can be

difficult to access Reports are not relevant to stakeholders

CCAF has done a fair amount of recent research on what citizens want …

1.Alberta User Consultation Groups

2. Increasing Media Use of Public Performance Reports Study

3.Good Practices in Public Performance Reporting Study

In Alberta, citizens told us …In Alberta, citizens told us …

Compare and contrast performance across reporting periods and between jurisdictions

Reports would be more relevant if stakeholders were consulted on setting measures

Readers want to engage through information technology

Better graphs and charts

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In Ontario, the media said …

Include anecdotes, stories, or pictures to relate performance to the audience

Make information easily accessible and understandable

Make performance newsworthy (timeliness, proximity, conflict, eminence and prominence, consequence and impact, human interest)

Understand your audience: what do elected officials want to know?

Our five nations survey of best practices Our five nations survey of best practices looked at reporting from the perspective of looked at reporting from the perspective of central agencies, auditors and elected central agencies, auditors and elected officials …officials …

Use formats that meet the needs of users Make reports understandable and relevant Report against explicit targets that users can

understand Link performance to broader governmental

performance

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Users of performance information want to be engaged, not just

reported to …

Must respect the capacity of the audience- especially of

elected officials

Make use of technology to reach out to stakeholders

Citizens feel powerless but still want to be engaged

Certain practices make this possible:

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Moving Forward …Moving Forward …

Performance reporting has advanced in the last 5 years

Producers are beginning to grasp the idea of web-based reporting

Private sector makes efficient use of the Internet

Government is slower to catch up technology

Rather than producing a paper report with a limited print run, they can produce a web-based report that can be accessed by millions

But things are changing very rapidly …But things are changing very rapidly …

Producers grasping the idea of web-based reporting

Private sector uses the Internet well, but not government - yet

Rather than a paper report with a limited print run a web-based report is accessed by millions

Governments can: engage users at the start, not just end-stage

reporting make reports relevant - How does it affect me? provide comparisons to create context

… and we see an opportunity to help Canada leap frog

We are developing seven digital-age, citizen-focused performance reporting principles …We are developing seven digital-age, citizen-focused performance reporting principles …

1. Make full use of electronic capacity and technology

– Design the report as a portal to engage users (British National Library) *

– A web-document can contain a lot of information and still be easy to use(City of Melbourne Australia)

2. Use Web 2.0 to communicate both ways – Public performance reports should allow for a two-way

conversation – Disclose input from stakeholders (South Australia strategic plan or

Government of Singapore Finance)– Provide interactive tools for interested users (British Columbia

Rivershed Society)

We plan to have a consultation draft by the spring …We plan to have a consultation draft by the spring …

3.3. Allow users to drill down and out of traditional performance reporting hierarchies

– Help users to find information outside the traditional reporting structure:– Can link to other departments and agencies and (Expectmore.gov) (

Meat and Livestock Australia)– Web based annual reporting allows stakeholders to drill down through

information (Project Rivershed)

4. Provide comparative and/or contextual performance information

– Design the Electronic Performance Reports should allow users to compare and contrast information

– E-reports can allow users to compare performance to other jurisdictions. Information should if possible connect to “my view of the world” (UK Crime Map)

– (Newfoundland Community Accounts, National Health Service Choices)

5. Allow for customized reporting

– Allow users to modify reports to best suit their needs– Allow users to build customized reports, using online

and offline resources(National Film Board) (BASF)

6. 6. Initiate “evergreen” performance reportingInitiate “evergreen” performance reporting

– Performance Reports are not always timely but electronic reporting can provide current information

– Providing users a snapshot of government performance (Washington State Transportation Improvement Board)

– Keep citizens informed of government performance, changes to risk and current progress(Land Securities UK )

7. Link to external assurance and sources of validated data– Ensure the validity of data used– Active reporting systems need assurance on the quality

and validity of the data used (BASF)

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A few last thoughts …

These things are technically possible but public sector culture needs to catch up

Governments need to better understand the capacity of Canadians to understand performance

Stakeholders want the truth about performance. “Telling it like it is” is what they expect

UK Crime Map:UK Crime Map:

FallingFalling RisingRising

Computer generated Computer generated heuristic text based on heuristic text based on

datadata

Where SNT produce info Where SNT produce info it can be displayed hereit can be displayed here

SNT police can email in SNT police can email in top priorities set by Safer top priorities set by Safer

Neighbourhood Panel Neighbourhood Panel and is automatically and is automatically

displayeddisplayed

Simple vote on SNP Simple vote on SNP prioritiespriorities

Links to SNT mini site or Links to SNT mini site or page on Force websitepage on Force website

Slider to set time period Slider to set time period for comparisonfor comparison

Post code drivenPost code drivenForce badge is post Force badge is post

code sensitivecode sensitive

Two layers of detail and Two layers of detail and call to actioncall to action

UK Crime Map: EngagementUK Crime Map: Engagement

Interactive element – Interactive element – clicking on map converts clicking on map converts

to an email to crime to an email to crime reporting email addressreporting email address

Simple email to SNT Simple email to SNT email address (they all email address (they all

have one)have one)

Call for volunteers (sends Call for volunteers (sends email to SNT) email to SNT)

Basic contact infoBasic contact info

Connects to other Connects to other participation mechanisms participation mechanisms to write to Cllr, MP etc via to write to Cllr, MP etc via

www.writetothem.com and via and via

www.fixmystreeet.comwww.fixmystreeet.com

UK Crime Map: How does my area compare to similar

areas?

UK Crime Map: How does my area compare to similar

areas?

Computer generated Computer generated heuristic text based on heuristic text based on

datadata

Crime relative to similar Crime relative to similar areas – similarity areas – similarity determined from determined from

Acorn Demographic Acorn Demographic ProfilesProfiles

DUMMY DATADUMMY DATA

UK Crime Map: What precisely has happened in the last year?UK Crime Map: What precisely has happened in the last year?

Some crimes could be Some crimes could be point datapoint data

Simple chart – ultra local, Simple chart – ultra local, ward, boroughward, borough

More detailed statsMore detailed stats

Computer generated Computer generated heuristic text based on heuristic text based on

datadata

Detailed selectorDetailed selector

Some crimes ‘fuzzied’ up Some crimes ‘fuzzied’ up to post code sector to to post code sector to

protect victims etcprotect victims etc

UK Crime Map: Where is it safe to park my UK Crime Map: Where is it safe to park my car around here?car around here?UK Crime Map: Where is it safe to park my UK Crime Map: Where is it safe to park my car around here?car around here?

Car crime in different Car crime in different colours, mapped on to colours, mapped on to

the location of car parksthe location of car parks

Rich potential to blend in Rich potential to blend in other national data sets – other national data sets – eg cash machines, pubs eg cash machines, pubs

(for local licensing (for local licensing committees), schoolscommittees), schools