Service Accountability for programs, agencies and service systems

Review population accountability

Result: children live in stable familiesIndicators:Percentage of children in povertyPercentage of families receiving centrelinkPercentage of child support paidRates of notifications of abuse and neglect

Choosing the best indicators for a result

• Communication Power• Representative Power• Data Power

Applying indicator criteria(H, M, L)

Indicators

Percentage of children in poverty

Percentage of families receiving centrelink

Percentage of child support paidRates of notifications of abuse and neglect

Communication Power

RepresentativePower

DataPower

Performance AccountabilityManagers know how their program works1. Identify 3 most important measures for your

program. 2. Explain how the program is doing against

these measures3. How can we improve performance?

Change agent vs industrial models (input and outputs)

• In the change – agent, the program provides services (effort) that leads to changes in the well being of clients, families or communities (effect)

• In this model the “number of clients served” is not an end product. Serving clients as a means to change in customer or social conditions, the true end or purpose of the work.

Three Simple Performance Measures

• How much did we do?

• How well did we do it?

• Is anyone better off?

EFFORT and EFFECT

• Quantity of effort: how much service was provided?

• Quality of effort: How well was the service provided?

• Quantity of effect: how many customers are better off?

• Quality of effect: What % of customers are better off and how are they better off?

Performance measurement categories

How much did we do?

How well did we do it?

Is any one better off? # %

Quantity Quality

Effec

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Effo

rt

Education

Number of students

Student teacher ratio

Number of high school graduates

% of high school graduates

Drug treatment

Number of persons treated

% of staff with qualifications

Number of clients off drugsAt exit 12 months post exit

% of clients of drugsAt exit 12 months post exit

Fire brigade

Number of response

Response time

Number of fire related deaths(in catchment area)

Rate of fire related deaths (in catchment area)

Dieting

Number days on diet

% of days on diet

Amount of weight loss

% of desired weight loss

Performance measurements are NOT equal

LEASTInportant

2nd MOST important

Is any one better off? 3rd MOST MOST important important

Quantity Quality

Effec

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Effo

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Customer Satisfaction

1. Did we treat you well?2. Did we help you with your problems?

Were you treated with respect (how well)Has your child’s behaviour improved since we started working with you? (Anyone better off?)

Matter of control

Most control

Is any one better off? Least Control

Quantity Quality

Effec

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Effo

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We have least control over the most important measures

Summary of Performance measurements

How much did we do? How well did we do it?

# Customers served % common measures Workload ratio, staff turn over,

staff morale, % staff fully trained, work safety, unit cost, customer

satisfaction: Did we treat you well?# Activities % Activity –specific measures

% of actions timely and correct, % of clients completing activity, % of

actions meeting standardsIs anyone better off?

# Skill/ Knowledge % Skill/ Knowledge

# Attitude/ opinion % Attitude/ opinion

# behaviour % behaviour

# Circumstance % Circumstance

Quantity QualityEff

ect

E

ffort

The 7 Performance accountability Questions

• Who are our customers?• How can we measure if our customers are better off?• How can we measure if we are delivering services well?• How are we doing on the most important of these

measures• Who are the partners that have a role to play in doing

better?• What works to do better, including low cost and no cost

ideas?• What do we propose to do?

Next week:1. Bring a copy of your services

strategic directions

2. Complete Service accountability worksheet