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Transcript of Gloo
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
Slide 2 of 23
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
Slide 3 of 23
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
Slide 4 of 23
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
Slide 5 of 23
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
Slide 6 of 23
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
Slide 7 of 23
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
Slide 8 of 23
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
Slide 9 of 23
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
Slide 10 of 23
Data Collection Cycle
ParticipantsSubmitData
AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006
Slide 11 of 23
Data Collection Cycle
ParticipantsSubmitData CPM
CleansData
AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006
Slide 12 of 23
Data Collection Cycle
ParticipantsSubmitData CPM
CleansData
ParticipantsValidate or
CorrectData
AGA’s Second Annual National Performance Management Conference—Schaumburg, IL—October 30-31, 2006
Slide 13 of 23
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
Slide 14 of 23
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
Slide 15 of 23
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
Slide 16 of 23
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
Slide 17 of 23
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
Slide 18 of 23
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
Slide 19 of 23
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
Slide 20 of 23
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
Slide 21 of 23
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
Slide 22 of 23
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
[email protected]/peformance