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Goal Setting & Performance Measurement
Workshop
Office of Budget Evaluation & Development
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Overview
Introducing the process
Understanding citywide goals
Setting department goals
Establishing division objectives
Measuring performance
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Why do this?
Communicate alignment of staff
actions & plans with expressed
interests of elected leaders
Provide focus to achieve results
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Introducing the process
Citywide GoalsCitywide Goals(Council & Staff)(Council & Staff)
Department GoalsDepartment Goals
Division Division ObjectivesObjectives
Performance Performance MeasuresMeasures
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Citywide Goals
Set by Mayor & Council
Tracked by City Manager
Reflect strategic priorities of our
elected officials
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Department Goals
Set by Departments
Tied to Citywide Goals
Provide foundation for Division
Objectives
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Division Objectives
Set by Divisions
Approved by Department Head
Tied to Department and/or Citywide
Goals
Provide basis for performance
measures
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Performance Measures
Quantified metric
Emphasis areas
Outcome
Efficiency
Tied to division objective
Reported annually
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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
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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
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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.
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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.
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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.
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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.
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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.
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City Staff Values (Goals)
Excellent public service
Excellent customer service
Innovation
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Citywide Goals & Values
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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?
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SMART Goal Setting
Specific
Measurable
Relevant
Attainable
Time-Specific
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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
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Division ObjectivesStatements of expectations, desired
achievement
Align with department goals
Specific, enable effective, quantitative
measurement
Agree with overall, Citywide philosophy
(goals & values)
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Let’s Practice!
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Performance MeasuresEnable tracking of goal/objective
achievement (alignment)
Facilitate accountability
Communicate operations to elected
officials
Set stage for enabling ongoing evaluation
& improvement
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Performance Measures
Developed & tracked at delegated
level (supervisory, operations)
Potential to positively-influence
decision-making from the “bottom-
up”
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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
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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
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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
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PM Components
Categories of measures (less
preferable)
• Inputs: amount of resources used
• Outputs: workload, amount of
service provided
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PM Resources
Other jurisdictions
Professional standards
UNC Benchmarking Project
ICMA Performance Measurement
Municipal Benchmarks (Ammons)
Budget Office Library (soon online)
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Let’s Practice!
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Remember Citywide Goals!
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Practice
1. Identify Citywide goal
Excellent customer service
2. Draft Department goal (Planning)
Establish and maintain a culture of
service that exceeds citizen
expectations
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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
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Next Steps
Look at prior budget goals, objectives
& measures
Review Citywide Goals
Discuss department & division
strategy
Discover performance measures