AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

Benchmarking and Comparative Performance

Measurement

Don GlooSenior Research Associate

International City/County Management AssociationCenter for Performance Measurement

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Why Performance Measurement?• The “World is Flat” for local

governments too• Businesses can locate/expand anywhere• Employees can be anywhere• Governments impact quality of life

Measuring Performanceis Key in a “Flat World”

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Overview

• Center for Performance Measurement• How CPM adds value• The CPM data cycle• Benchmarking and linking to

expectations

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Center for Performance Measurement• Established: 1994• Initially, 44 city and county managers• Money, effort, expertise, blood,

sweat, tears• Early support from Sloan Foundation

and Urban Institute

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Center for Performance Measurement• CPM now in 12th year• Open to ALL local governments in the

U.S. and Canada• Current: 160+ participants• Goal: 210+ participants by 2008• Subscription-based service

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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CPM Adds Value

• Mission: To improve the effectiveness and efficiency of local government through the collection, reporting and broad-based application of performance information

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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CPM Adds Value

• Collect, clean, and report participant data

• Ensure data accuracy, validity, and reliability

• Provide high degree of comparability• Identify effective management

practices• Manage longitudinal datasets

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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CPM Service Areas• Police• Fire & EMS• Code Enforcement• Streets • Libraries• Parks & Recreation• Housing• Refuse & Recycling

• Facilities Management

• Fleet Management• Human Resources• Information Tech.• Purchasing• Risk Management• Youth Services

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

• Five-step data cycle• Two cycles underway continuously

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData CPM

CleansData

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData CPM

CleansData

ParticipantsValidate or

CorrectData

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData CPM

CleansData

ParticipantsValidate or

CorrectData Full

Datasets Posted

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData CPM

CleansData

ParticipantsValidate or

CorrectData Full

Datasets Posted

Annual Report

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Data Collection Cycle

ParticipantsSubmitData CPM

CleansData

ParticipantsValidate or

CorrectData Full

Datasets Posted

Annual Report

Ongoing: Analysis Support & Identifying Best Practices

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Development of Data Surveys

• “Technical Advisory Committees”• CEOs, CAOs• Primary coordinators• Service-area specialists (e.g., fire

chiefs, police chiefs, directors of public works)

• Finance, accounting, IT specialists

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Development of Data Surveys

• What should be measured?• Standardized definitions• What’s included, what’s excluded?• No estimates, no budget figures• “Not available” always an option

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Additional CPM Services

• Training and peer-to-peer learning• Private web site• Publications• Analysis and research support• CPM Certificate program• Consortia and affinity groups• Citizen survey integration

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Consortia Benefits• All benefits of nationwide program• Fee waiver for training• More local/statewide comparisons• More opportunities to meet face-to-face

to develop activities and share analysis• Virginia (29), Chicagoland (15), Puget

Sound (13), Arizona (13), Oregon (10), Westchester County, NY (8), Minnesota (6)

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Benchmarking

• Lake Wobegon effect—“all of the children are above average”

• Expectations of citizens, elected officials, other stakeholders are key

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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Your Community’s Expectations…

• Define what should be important• Should focus your efforts, energy,

resources• Should be reflected in measurements

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

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National Citizen SurveyTM

• National Research Center (NRC)• Uniform survey tool…• …but customizable too• Standard set of survey results• Normative comparisons• Results dovetail into CPM templates• 100+ local governments in 35 states

AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006

Questions and, hopefully, answers…

Don GlooICMA | Center for Performance

Measurement202.536.4418

dgloo@icma.orgwww.icma.org/peformance