goal setting & performance measurement training

Goal Setting & Performance Measurement

Workshop

Office of Budget Evaluation & Development

Overview

Introducing the process

Understanding citywide goals

Setting department goals

Establishing division objectives

Measuring performance

Why do this?

Communicate alignment of staff

actions & plans with expressed

interests of elected leaders

Provide focus to achieve results

Introducing the process

Citywide GoalsCitywide Goals(Council & Staff)(Council & Staff)

Department GoalsDepartment Goals

Division Division ObjectivesObjectives

Performance Performance MeasuresMeasures

Citywide Goals

Set by Mayor & Council

Tracked by City Manager

Reflect strategic priorities of our

elected officials

Department Goals

Set by Departments

Tied to Citywide Goals

Provide foundation for Division

Objectives

Division Objectives

Set by Divisions

Approved by Department Head

Tied to Department and/or Citywide

Goals

Provide basis for performance

measures

Performance Measures

Quantified metric

Emphasis areas

Outcome

Efficiency

Tied to division objective

Reported annually

What are the Citywide Goals?

Established by Council in 2011

City Manager reports regularly in

regards to status, ongoing

activities, accomplishments

Reflect expressed strategic interests

of elected officials

PreambleThe Rocky Mount Mayor and City Council are committed to:•Providing good government•Improving the quality of life in our community•Ensuring a safe community•Providing opportunities and business development•Promoting Social Justice•Being good stewards of the environment•Promoting Community Economic Development

Citywide GoalsContinue to expand the use of all communication outlets including the World Wide Web and social media:•To improve the frequency, and accuracy of City communications with the Rocky Mount community and the Twin County Region.•By launching and maintaining a positive image campaign.

Citywide GoalsUpdate the City’s Personnel Policy to:•Ensure fairness and to value diversity in hiring and promotion.•Encourage succession planning.•Promote human capital development.•Provide for career ladders in every department; and•Promote employee understanding of expectations and appropriate grievance and appeal channels.

Citywide GoalsReinvent and transform the city government’s organizational culture:•To encourage and reward creative problem-solving, innovation, and risk-taking; and•To improve the economy, efficiency, effectiveness and the equity of city services. This includes customer service policies, employee training, and evaluating impact on citizen satisfaction with city services.

Citywide GoalsBuild relationships between the City Council and faith-based organizations, churches, and clergy to address human development.

Develop strategies to engage and recruit young adults.

Build stakeholder support for regional collaboration and launch a strategic planning process for Rocky Mount and the Twin County region.

Citywide GoalsCreate greater internet access opportunities, particularly in key areas such as downtown.

Create a greater critical mass in the Central City by:•Creating more housing opportunities in the downtown area; and•Creating housing opportunities that appeal to young adults.

City Staff Values (Goals)

Excellent public service

Excellent customer service

Innovation

Citywide Goals & Values

Goal SettingWhat is your purpose?

What do you expect to achieve?

What motivates improvement?

What are you trying to accomplish?

How can you advance Citywide goals?

How do you meet/exceed expectations

and standards?

SMART Goal Setting

Specific

Measurable

Relevant

Attainable

Time-Specific

Department GoalsProject significant accomplishments

Include some degree of difficulty

Reflect internal mission/vision

Incorporate, align with Citywide goals

(Council & Staff)

Provide foundation for division-level

objectives

Division ObjectivesStatements of expectations, desired

achievement

Align with department goals

Specific, enable effective, quantitative

measurement

Agree with overall, Citywide philosophy

(goals & values)

Let’s Practice!

Performance MeasuresEnable tracking of goal/objective

achievement (alignment)

Facilitate accountability

Communicate operations to elected

officials

Set stage for enabling ongoing evaluation

& improvement

Performance Measures

Developed & tracked at delegated

level (supervisory, operations)

Potential to positively-influence

decision-making from the “bottom-

up”

PM Components

Identify the measure

• Quantifiable

• Describes specific service dimension

• Staff able to acquire, review and

analyze data (metric) on a regular

(annual, quarterly, monthly) basis

PM Components

Categories of measures (preferred)

• Efficiencies: relationship between

inputs & outputs

– Cost ($) per preventative maintenance

– # days to process building plans

– Weekly meters read per reader

PM Components

Categories of measures (preferred)

• Outcomes: provide feedback on

service quality

– % of inspections completed within 3

business days of request

– % of Fire Department calls responded to

within 3 minutes

PM Components

Categories of measures (less

preferable)

• Inputs: amount of resources used

• Outputs: workload, amount of

service provided

PM Resources

Other jurisdictions

Professional standards

UNC Benchmarking Project

ICMA Performance Measurement

Municipal Benchmarks (Ammons)

Budget Office Library (soon online)

Let’s Practice!

Remember Citywide Goals!

Practice

1. Identify Citywide goal

Excellent customer service

2. Draft Department goal (Planning)

Establish and maintain a culture of

service that exceeds citizen

expectations

Practice3. Draft Division objective (Inspections)

Staff will complete inspections within 3

days of customer request

4. Assign Performance measure

% inspections completed within 3 days

of customer request

Next Steps

Look at prior budget goals, objectives

& measures

Review Citywide Goals

Discuss department & division

strategy

Discover performance measures

Questions?

kenneth.hunter@rockymountnc.gov

Extension 1335