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Performance Measurement & Benchmarking - Charting

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Page 1: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Performance Measurement & Benchmarking -Charting Success Central Florida Chapter FGFOA

10-02-15

Page 2: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Objectives of Session

Help understand the context of performance measures and benchmarking

How performance measures and benchmarking should and can be used for improvement to a department/division’s performance

How performance measurement systems and benchmarking can benefit an organization & be used to communicate with the public being served.

Page 3: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Sound Familiar???

• Councilman: Tampa’s code enforcement system ‘broken’Tampa Tribune: August 1, 2013

• Poor survey results turn focus to code enforcementPasco Tribune: May 14, 2014

• Fed up, Tampa woman calls 8 On Your Side about neighbor’s trash dump

News Channel 8: June 2, 2014

• Commissioners want action on Valrico property messNews Channel 8: March 19, 2014

Page 4: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Telling Your Story with Data

Accountability & Transparency • Can you demonstrate to citizens and elected officials that your

department, agency, program provides: efficient, effective and quality services?

• Can you tell your story?

• How do your departments and services compare overall to other local governments?

• Do you have departments or services that are exemplary?

Page 5: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

What is Performance Measurement?

• Movies• Schools• Cars• Baseball• Others?

Page 6: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Definition of Performance Measurement

“The regular collection of specific information about the effectiveness, the quality and the efficiency of government services and programs.”

The Urban Institute in Cooperation with the National League of Cities and National Association of

Counties Performance Measures: A Guide for Elected Officials, 1980.

Page 7: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Efficiency Effectiveness

Page 8: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

What is Performance Measurement?

• A system of measurement on a regular basis of the results and the efficiency of services or programs.

• Helps to tells the public and elected officials how they benefit from our services.

• Provides more insight into the extent to which our services help accomplish our mission.

Page 9: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Why Performance Measurementis Important

• What gets measured, gets done.• In order to improve something, you have to change it

. . . In order to change something, you have to understand it . . . In order to understand something, you have to measure it.

• It is better to make decisions on the basis of data than on “gut feelings”

• If you can demonstrate results, you can increase public support.

Page 10: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Categories of Information Used in Performance Measurement Systems

• InputsResources used in producing an output or outcome

• Outputs

Completed activity, amount of work done within the organization

• OutcomesAssess the effect of the output

• Efficiency or Unit-Cost RatioRelationship between the amount of input and the amount of output or outcome

Page 11: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

The Three Dimensions of Performance

INPUTS OUTPUT QUALITY OUTCOMEPROGRAM

FEEDBACK ON QUALITY

FEEDBACK ON EFFECTIVENESS

Source: L. L. Martin (2002). Making Performance Based Contracting Perform: What the Federal Government Can Learn From

State & Local Governments. IBM Center for the Business of Government www.businessofgovernment.org

FEEDBACK ON EFFICIENCY

Page 12: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

What benefit is there to Performance Measures?

• Behaviors change when people know they are being watched. (Hawthorne Effect)

• Helps develop a system of recognition based on facts• Reveals information about your operations that you

may not have known or uncovered• Links our organization's mission to our daily work• Demonstrate accomplishments• Maximizes utilization of resources

Page 13: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Telling Your Story to StakeholdersSome Guidelines

• Focus on the important few things you do.• Pick measure that tell stakeholders:

• what you do,• how much of it you do,• how well you do it,• what results you get.

• Measuring too much is just as bad as not measuring anything (Peter Drucker)

• You get 80% of your results from 20% of your efforts” (Pareto Rule)

Page 14: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

You Can’t Measure What We Do

Response: No matter what the service or program, some local government is already measuring it.

It’s Not Fair Because We Don’t Have Total Control Over The Outcome

Response: Few, if any, programs and services have total control over their outcomes.

It Will Invite Unfair Comparisons Response: Comparisons are going to be made anyway

It Will Be Used Against Us

Response: Demonstrating transparency and accountability inspires trust, even when the news is not good.

Page 15: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

It’s Just a Passing Fad

Response: No it isn’t! It has been around for 30 years.

We Don’t Have the Data/We Can’t Get the Data

Response: In the IT age, it is hard to believe that performance data are not available

We Don’t Have the Staff

Response: You probably won’t get additional staff. However, if all your staff devoted 5% of their time to developing, tracking, reporting and managing with performance data, your programs and services would probably have fewer problems.

Source: Fairfax County, Virginia (2005). A Manual for Performance Measurement.

Page 16: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Performance Measurement Pitfalls

• Weak formal program or coordinating team

• Measures are presented in program plans but are not linked to any specific goals, funding levels or performance trends

• Most measures are output indicators• Results are not helpful in decision making or program

modifications• There is no process for confirming accuracy/validity

of data• There is no benchmarking to compare services to

peer communities

Page 17: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Performance Measurement

Performance Measurement - focuses on measuring what is occurring, but does not ask why or how it is occurring

Page 18: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

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Benchmarking…NOT the same as marking benches

Page 19: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Objectives of Session

• Help understand the context of benchmarking

• Set the ground work for implementation or improvement to a department/divisions choices for benchmarking

Page 20: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

What is Benchmarking?

• Selection of a reference point to make comparisons or measurement against

• A standard that we measure ourselves against

• Benchmarking should motivate people to improve toward a goal

Page 21: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Most Common Areas to Benchmark

Five areas to benchmark• Historical trends• Our goals to our results• Internal components, i.e. between departments or

between neighborhoods• Our community’s service level to similar

communities’ level of service• Comparisons to other entities, i.e. larger

communities, private business

Page 22: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Beginning to Benchmark

To really improve your performance, you have to ask yourself: • Why are others better? • How are others better? • What can we learn? • How can we catch up? • How can we become the best in our peer group?

Page 23: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

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Page 24: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Benchmarking – What to do…

• Be proactive – select your benchmarks before they are selected for you

• Be sure to compare apples to apples– Common definitions– Common data elements– Common time frame

• Establish criteria for selecting benchmarking partners before selecting those partners

• Remember it isn’t about “who’s first and who’s last”, it’s about your organizations priorities.

Page 25: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Telling Your Story with Data

Accountability & Transparency Can you demonstrate to citizens and elected officials that

your department, agency, program provides: efficient, effective and quality services?

Can you tell your story?

How do your departments and services compare overall to other local governments?

Do you have departments or services that are exemplary?

Page 26: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Telling Your Story with Data

Identify what questions need to be answered in your jurisdiction Peer Groups Performance targets and status Best practice tracking

Benchmark against peers on actual work performed and actual cost of performing that work

Identify a target performance (estimate # of work orders that can be completed based on budget)

Page 27: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

The Benefits

• Accurately measure organizational performance

• Opportunity to learn from similar organizations

• Quantifiable, verifiable, relevant data to present to

management

• First collection cycle may be challenging, successive

cycles will be easier• More participation in a larger group (like FBC), better

results!

Page 28: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Summary of Benchmarking

• Benchmarking should motivate people to improve toward a goal.

• If you don’t measure it, you don’t know if it works.

• Used wisely, benchmarking can be a powerful change management tool.

• Long term process that takes TIME!

• "If we do not change our direction, we might arrive where we are moving towards." (Chinese Proverb)

Page 29: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Overview: The Difference Between Performance Measurement and Benchmarking

Performance MeasurementFocuses on measuring what is occurring, but does not ask why or how it is occurring

BenchmarkingComparing your performance to yourself (over time) or to other similar governments, programs or services

Page 30: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Facts, Shmacts

Page 31: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Framework for Using Data

MeasureCompare

Learn

Improve

Page 32: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• Adopt good balanced performance measures (inputs, outputs, quality, efficiency)

• Collect relevant data

• Report your data

Measure

Page 33: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• Compare against yourself over time (are there trends?)

• Compare against your peer communities• Compare against your adopted operating

targets • Compare with your adopted strategic plan

targets• Compare against industry standards

Compare

Page 34: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• After doing comparisons, what did you learn?• Are you on target or not? • If not, you need to learn why not• Conduct analysis/assessment on why you missed

target(s)• Find out why your peers are better (phone calls,

survey, etc.)• Conduct analysis of the peer survey results to learn

where you can get better.

Learn

Page 35: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• Based upon what we learned, what do we need to do to improve - specifically?

• What do we need to do to get back on target? (without spending more on operations and staffing)• Are there process improvements we can make? [(re-

engineering) – quicker and smarter]• Re-organization for better alignment (re-assign

existing staff)• Budget revision (redistribution of existing resources)

Improve

Page 36: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

And now…without further ado…Looking at the Data!!!

Page 37: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Examples of Output Measures

Looking at Fleet Management

• Vehicle turnaround time

• Unscheduled work orders completed

• PM/scheduled work orders completed

• Gallons of fuel dispensed

• Annual new vehicles purchased

• Annual vehicle disposition

Page 38: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Examples of Quality Measures

Looking at Fleet Management• Customer satisfaction measures • Repetitive maintenance statistics• Mean time between failures• Warranty statistics• Average maintenance cost per vehicle

Page 39: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Examples of Outcome Measures

Looking at Fleet Management

• Daily vehicle availability

• Fuel consumption reductions

• Percentage of replacement eligible vehicles

• Revenues (direct labor/material sales)

• Customer mission completion statistics

Page 40: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Fleet Management – Example of Outcome Measure

Page 41: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Fleet Management – Example of Outcome Measure

Page 42: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Average Days from Complaintto First Inspection (Cities)

Page 43: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Average Days from Complaintto First Inspection (Counties)

Page 44: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Percent of Cases BroughtInto Compliance (Cities)

Page 45: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Percent of Cases BroughtInto Compliance (Counties)

Page 46: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Square Miles perOfficer FTE (Cities)

Page 47: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Square Miles perOfficer FTE (Counties)

Page 48: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cases per Officer FTE (Cities)

Page 49: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cases per Officer FTE (Counties)

Page 50: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cost per Case (Cities)

Page 51: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cost per Case (Counties)

Page 52: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cost per Citizen (Cities)

Page 53: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Cost per Citizen (Counties)

Page 54: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• Define, align & achieve organizational goals

• Engage your employees, bosses and peers

• Create & nurture a metric minded culture

So how do you gain support?

Page 55: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

• Why should data collection be important to management?

• What can be learned by drilling down into your data?

• Why use metrics to promote and report your department’s strengths and weaknesses?

• How can you use FBC data to improve your organization?

Questions to Ask Yourself

Page 56: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

To Chart Your Success . . .

The Ultimate Goal Must Be:

Improved performance, not just in terms of compliance, but efficiency and

cost effectiveness in achieving compliance!!!

Page 57: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Final Comments

• Remember – measuring too much is the same as not measuring at all

• If you don’t measure it, you don’t know if it works• Long term process that takes TIME!• “Performance measurement systems should be

positive, not punitive. The most successful performance measurement systems are not ‘gotcha’ systems, but learning systems.” -National Performance Review

Page 58: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

Questions…

Page 59: Performance Measurement & Benchmarking - Charting Success Central Florida Chapter FGFOA 10-02-15 Performance Measurement & Benchmarking - Charting Success

FBC Website: www.flbenchmark.org

Susan BoyerFBC Executive DirectorEmail: [email protected]

Contact Information