performance management an overview of ncdot’s strategy

Performance ManagementAn Overview of NCDOT’s Strategy

Ehren Meister, MPAPerformance Metrics DirectorStrategic Planning DivisionNorth Carolina Department of Transportationemeister@ncdot.gov919-707-2903

State PerspectiveNorth Carolina Department of Transportation

• Almost 80,000 state maintained road miles (2nd only to Texas)• 2nd largest state operated ferry system (Washington State is 1st)• About 13,000 employees• 14 regional “highway operation” divisions across the state• 12 “central” divisions including:

- Highways (all other non-operational divisions)- Motor Vehicles- Financial Management- Information Technology- Technical Services- Transit- Etc.

Historical PerspectiveEarly 2000s: Performance accountability introduced randomly

• Asset Management Systems, Long Range Planning, etc.

2007: “Transformation” Process• Developed clear agency purpose/mission• New performance management system developed• Performance scorecards/dashboards implemented

2009: Transportation Reform: Policy to Projects• Strategic prioritization of projects implemented

2013: Economy, Customers, Efficiencies• Strategic mobility investment formula proposed• 25-Year infrastructure plan underway• Performance management process well-defined

North Carolina Department of Transportation

The Performance Management Process

Employee Accountability

RESULTS!!!Performance Reporting

Department Accountability

Division/Unit Accountability

Setting Direction Transportation Program

Layers of Performance Measurement

North Carolina Department of Transportation

NCDOT

Division/Unit

Employee

Agency Performance Metrics(lagging indicators)

Business Unit/Division Work Planning (leading indicators)

Outcomes, Outputs or Inputs, Activities and

Deliverables(employee appraisals)

Strategic Outcomes

Operational Activities

Tactical Inputs

NCDOT’s Executive Performance Measures(“Strategic” Measures)

• Outcome based performance measures (lagging indicators) connected to strategic prioritization

• Indicators of how successful the agency is at achieving our mission and goals

• Established annually (July)• Reported quarterly via the

“performance scorecard”

North Carolina Department of Transportation

Performance Scorecard: The Results

• Static “report card” results • Snapshot as of:

• September 30• December 31• March 31• June 30

• Presented to NC Board of Transportation

• Basis to annual performance report and dashboards

North Carolina Department of Transportation

Business Unit/Division Work Plans(“Operational” Metrics)

• What a business unit plans to do… Essentially a units/divisions actions or strategies that are measurable categories expected to be achieve during the year (“plan your work, work your plan”)

• Approximately 70 business units at NCDOT are required to maintain a work plan and report results quarterly

• Work plans activities and elements connect to employee performance as well

• An internal management and reporting tool only

North Carolina Department of Transportation

Employee Performance Management at NCDOT• Completely overhauled in 2008 to focus on performance results

(new process, new policies, new forms)• Objective and results-driven• Agency performance is connected to

individual performance• Employees and managers create fair,

equitable, objective and measurable performance expectations annually

• Employee accountability is the foundation to achieving organizational results

North Carolina Department of Transportation

“just measuring your job performance”

Measures Cascade*Safety Example*

Secy/CEO

Chief Engineer

Input Measure

NC Fatality Rate

NC Crash Rate

Percentage of safety inspections completedInput Measure

Number of lane miles re-stripedInput Measure

Front-line Worker

Input Measure

Input Measure

Input Measure

Number of safety audit reports completed

Number/percentage of activities completed

Lane miles cleared during weather events

Average accident clearance time

Various specific

input/output measures

an outcome

Which effects

Transportation Worker, Technician, Transportation Engineer, Processing Assistant, etc.

North Carolina Department of Transportation

Division Engineer Division Crash Rate

Dynamic Results: Performance Dashboards

Performance Dashboard – just like a car’s dashboard, it’s a dynamic tool that can tell us how an organization is performing, therefore improving decisions and accountability

• NCDOT’s Executive Performance Dashboard (www.ncdot.gov/performance)

- Public-facing (web)- Public-friendly and easy to understand

• NCDOT’s Internal Management Dashboard (first in NC!)- Internal-facing (secure access only)- Detailed performance data and results by org hierarchy

North Carolina Department of Transportation

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. For illustration only. Not live.

NCDOT’s Internal Management Dashboard

Standard tool bars

Standard menus

Metric Definition

EXAMPLE METRIC: All metrics are designed similar.

New in 2013: Situational Reports (“SitReps”)

• A ‘quick glance’ report that depicts subjective and objective data and results from business unit work plans and other systems to a performance template

• Intended for use by executive and senior leadership• Includes various situational metrics and indicators • Paper/hard copy based, but also electronic and

automated• Intended to only be 1-2 pages

North Carolina Department of Transportation

SitRep Prototype -- Data Fictional

North Carolina Department of Transportation

Mission&

Goals

Objectives&

Performance Measures

Strategies &

Actions

“Connecting people and places in North Carolina…”

1. Make our transportation network safer2. Make our transportation network move people and goods more efficiently3. Make or infrastructure last longer4. Make our organization a place that works well5. Make our organization a great place to work

– Strategic Mobility Formula– 5-Year Work Program– Strategic Prioritization– Long Range Planning– Performance Budgeting

– Fiscal management indicators– Customer satisfaction scores– Business utilization rates– Employee engagement scores– Employee safety index

– Fatality/crash rates– Incident duration– Travel reliability – Infrastructure health scores– Project & program delivery rates

– Business Unit Work Plans – Employee Performance Appraisals– Performance Dashboards– Scorecards & Reports– Asset Management Systems

NCDOT’s Performance Management Strategy

Questions?

North Carolina Department of Transportation