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Performance Measures(and why they matter to IT)
Jennifer WentworthAssociate Commissioner
Agency Support
Legislative Budget Office (LBO)
LBO supports the legislative budget process and regulates how agencies submit their budget requests.
Performance Measures have been required in state agency budgets at the program level since 1994.
Use of those performance measures has been limited.
Statewide Strategic Plan
http://www.lbo.ms.gov/pdfs/MSStrategicPlan.pdf
• Key Policy Areas
Economic Development
Education: Public Schools; Higher Education
Public Safety and Order
Health
Human Services
Natural Resources
Infrastructure
Government and Citizens
• Benchmarks
Long list……
What is the Pew-MacArthur Results First Initiative? The Pew-MacArthur Results FirstInitiative works with states to implement an innovative approach to evidence-basedpolicymaking. The Results First cost-benefit analysis model was originally developedby the Washington State Institute for Public Policy and continues to be refined inpartnership with that body. In implementing the model, states assess the universe ofprograms offered to determine which programs have been tested and are consideredto be effective or promising, based on national research. States then compare theexpense of public programs to the returns they deliver, enabling policymakers todirect limited dollars toward the most cost-effective programs and policies whilecurbing spending on those programs that have proven to be ineffective.
http://www.lbo.ms.gov/pdfs/ImprovingMSBudgeting.pdf
Your Agency’s Performance Measures by Program
Look for Program Performance Indicators!
Performance Measures
Statistics which quantify the results achieved by government programs.
Three types of performance measures are utilized with the State budget system:
• Program Outputs (volume)
• Program Efficiencies (cost per unit)
• Program Outcomes (results or quality)
Source: http://www.lbo.ms.gov/Home/BudgetTerminology
Meaningful Performance Measures
• Management buy-in….combatting fear
• Employee buy-in….combatting fear
• Individual PDA measurements roll up to division outputs or outcomes
• Some of the division outputs or outcomes become budget performance measures
Audit Program Performance Measures
How DOR uses IT to track performance
Each division reports outputs or outcomes
ITA & IIT Work Items & Cases ClosedNumber of Work Items Closed 57,804
Goal: 68,400
Number of Cases Closed 118,884 Goal: 36,000
PROCESSING/DATA ENTRYFairfax fields entered per month 6,754,089
CRT Batches per month 60,202 CRT Titles per month 35,939
Total Batches per month 96,141Goal: Fairfax fields entered per month 7,619,400
PROCESSING/SCANNINGBatches Scanned Per Month 61,233
Pages Scanned Per Month 8,229,373Goal: Batches Scanned Per Month 93,873
Data from scanning/data entry
software
Data from MARS (Integrated Tax System)
QUALITY SERVICE Inbound Phone Calls
Registration 85,200 New Call Center 566,601 Individual Income 21,413 Sales Tax 38,904 Titles 214,032 Lien Administration 111,305 Total Incoming phone calls 1,037,455
Phone Calls AnsweredRegistration 67,466 New Call Center 328,184 Individual Income 15,847 Sales Tax 31,690 Titles 148,964 Lien Administration 70,019 Total phone calls answered 662,170
% of Inbound Phone Calls AnsweredRegistration 79%New Call Center 58%Individual Income 74%Sales Tax 81%Titles 70%Lien Administration 63%Total phone calls answered 64%
Goal: 75%
Data from phone system
Why do Performance Measures matter to IT?
Each system you maintain contains valuable data related to the performance of the agency. Plan to provide that to management. They need it to:
• make better decisions
• report agency performance measures
• evaluate employees
Every project should have measurements in place for how to evaluate success or failure.
