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Strategy and Performance Consulting GroupISO 9001:2000
CommitmentExcellence Dedication
InvolvementRespect and
confidenceTeam work
Tangible results
Program Performance: But at What Price?
2009 Annual CES Conference
Ottawa, Ontario
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Outline of the Presentation
ObjectivesDemonstrate the value of activity-based information to program evaluators and how it exposes the internal structure of the Black BoxPresent storyboarding to participants and show its effectivenessand rapidity in building and analyzing the logic model
OutlineApplicability of activity-based information to program evaluation: How does it fitDemystifying the Black Box: Activity-Based Management/ABCSimulation Model: Activity-Based PlanningStoryboarding
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Applicability of activity-based information to program evaluation: How does it fit
Early in the program evaluation processActivity-Based information helps to better understand the organizational context of a program, its activities, the individuals who participate in the processes, the human and financial resources consumed by activities, and the link of activities to outputs and in turn, to outcomes
Continued relevance: Some key questionsAre activities and outputs aligned with the program mandate and intended results and outcomes? Do they provide added value to the program?If not, what is the cost of those not aligned?What is the impact on resources if we expand the program?
Understanding the programEvaluation work should avoid treating a program as a “black box” that automatically transforms inputs into outputs and impacts. This view leaves a huge gap in our understanding of why programs succeed or fail.
3rd Edition of Program Evaluation Methods: Measurement and Attribution of Program Results
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Demystifying the Black Box: ABC
Dispute Resolution Activities
- Inquiries and Intake- Early Resolution- Mediations- Investigations- Referred to HR Tribunal
Inputs- 64 FTE- $8.1M
Activity Based Costing Model
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Simulation Model: Activity-Based Planning
ACTIVITIES
RECEPTION OF CLAIMS & INQUIRIES
CLOSE FILES
REPRESENT BOARD AT HEARING
PREPARE HEARING
INVESTIGATE CLAIMS
MEDIATE CONFLICTS
COMPLETE FORMS
43,000
1,230
330
396
100
30
1,230
Activity Drivers
ULE: .25 HOURSINTAKE OFFICER
ULE: 1 HOURINTAKE OFFICER
ULE: 7 HOURSMEDIATOR
ULE: 35 HOURSINVESTIGATOR
ULE: 70 HOURSLAWYERS
ULE: 130 HOURSLAWYERS
ULE: 1 HOURINTAKE OFFICER
Resource Drivers
ACTIVITIES
RECEPTION OF CLAIMS & INQUIRIES
8.7 FTE
CLOSE FILES1 FTE
REPRESENT BOARD AT HEARING
3.2 FTE
PREPARE HEARING5.7FTE
INVESTIGATE CLAIMS11.2 FTE
MEDIATE CONFLICTS1.9 FTE
COMPLETE FORMS1.0 FTE
AC
TIVI
TY P
LAN
NIN
G A
ND
BU
DG
ETIN
G D
ATA
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Storyboarding
Storyboarding: What is it?First used by Disney to develop storylinesStructured brainstorming Based on a team approach: Participation of personnel (sample group) performing the activities to deliver the program
UsefulnessHelps build the program delivery and ABM model in a short period of timeEnables the identification of potential improvements, both from an effectiveness and efficiency perspective Rapid results
Two-day workshop to build DFAIT’s diplomatic corps model
Equipment required
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Storyboarding
Organization of workshopsHomogeneous teams :
Participants are incumbents of similar positions e.g. Commercialofficers responsible for approving applications for contributions
Multidisciplinary teams :Though they are all involved in program delivery, participants may be from different units and hold different positions. Workshops may be organized by program activity or major processes e.g. Commercial officers approving contributions and those assisting applicants in developing their projects
Selecting the participants: They must know the program, its environment and activities performed to deliver the programThey must be open minded, creative, cooperative and capable of expressing themselves in a group format
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Information gathered during these session
• Brainstorming on activities performed
• Organize in groupings and ensure completeness
• Identify participants and their levels of effort for each activity
• Identify activity-drivers: Volume that affects resource consumption
Build the Delivery Model
• Identify outputs and link to outcomes
• Identify KPIs• Identify activities that do not create
value to the program: no alignment• Identify potential improvements
Achieve your purpose
• DFAIT’s diplomatic corps• Consular Affairs• Economic mission in Mexico• Supply and Demand: IM/IT
How did we use it for program evaluation
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
DFAIT Storyboard: Diplomatic Corps
Attend public events
Attend career fair
Represent Canada at
conferences
Prepare speeches/lectures
Give speeches
Give lectures
Plan the event
Schedule the event
Identify purpose of event
Give interviews
Define messages
Adapt local need
Deal with media
Write press release
Respond to press inquiries
Give interviews
Write report
Obtain approval
Reply to correspondence
Write briefing notes
Reply to correspondence
Write briefing notes
Reply to correspondence
Identify speakers
Arrange for clearance
Rent space
Arrange for audio/video
Prepare guest list
Arrange for food & beverages
Write report
Review & approve invoices
Send invitation
Obtain funding (dept./OGD/
business
Reply to correspondence
Set-up Canadian study program
Write & publish news-letters
Organize events for Canadians
Pass on news from Canada
Identify their needsMeet with
potential foreign student to Canada
Brainstorming:What work do we do?
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
DFAIT Storyboard: Diplomatic Corps
Attend public events
Participate in public events
Attend career fair
Represent Canada at
conferences
Maintain relations with
media
Prepare speeches/lectures
Public speaking Organize public events
Give speeches
Give lectures
Plan the event
Schedule the event
Connect with Canadians
abroad
Identify purpose of event
Give interviews
Define messages
Adapt local need
Deal with media
Write press release
Respond to press inquiries
Give interviews
Write report
Obtain approval
Reply to correspondence
Write briefing notes
Reply to correspondence
Write briefing notes
Reply to correspondence
Identify speakers
Arrange for clearance
Rent space
Arrange for audio/video
Prepare guest list
Arrange for food & beverages
Write report
Review & approve invoices
Send invitation
Obtain funding (dept./OGD/
business
Reply to correspondence
Set-up Canadian study program
Write & publish news-letters
Organize events for Canadians
Pass on news from Canada
Identify their needs
Meet with potential foreign
student to Canada
Maintain Web site
Organize and Group
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
DFAIT Storyboard: Diplomatic Corps
Adapt to your particular study needs
Raymond Chabot Grant ThorntonStrategy and Performance Consulting Group
Raymond Chabot Grant Thornton (RCGT)
Thank YouDaniel Dubé, M.Sc., FCMA819-595-9144 extension 26