Connecting Performance to Accountability

Connecting Performance to Accountability

WCMA Summer Meeting 2010Sun Mountain Lodge

19 August 10

"The question we ask today is not whether our government is too big or too small, but whether it works. Where the answeris yes, we intend to move forward. Where the answer is no, programs will end. Those of us who manage the public's dollars will be held to account — to spend wisely, reform bad habits, and do our business in the light of day — because only then can we restore the vital trust between a people and their government.”

Barack Obama Inaugural Address

"The question we ask today is not whether our government is too big or too small, but whether it works. Where the answeris yes, we intend to move forward. Where the answer is no, programs will end. Those of us who manage the public's dollars will be held to account — to spend wisely, reform bad habits, and do our business in the light of day — because only then can we restore the vital trust between a people and their government.”

Barack Obama Inaugural Address

Perceived Level of TrustPerceived Level of TrustPerceived Level of TrustPerceived Level of Trust

25%

43%

19%

4%4%4%

Very High High Satis Low Very Low NoAnswer

Elected Officials View

““Holding government accountable for Holding government accountable for results is just common sense. It is not results is just common sense. It is not enough to just set priorities and talk about enough to just set priorities and talk about what we want to do. We must measure what we want to do. We must measure government performance to make sure government performance to make sure Washingtonians are getting the best Washingtonians are getting the best possible return on their tax dollars.”possible return on their tax dollars.”

Chris Gregoire, GovernorChris Gregoire, GovernorState of WashingtonState of Washington

Which is Most Important?Which is Most Important?Which is Most Important?Which is Most Important?

49%

23%

21%

7%

ACCOUNTABILITY

EFFICIENCY

EFFECTIVENESS

NO OP

MAR 2006

How Would Citizens Rate You?How Would Citizens Rate You?How Would Citizens Rate You?How Would Citizens Rate You?

16% 57%

58%

57%

26%

23%

7%

8%

11%

17%

4%

4%

Accountable

Efficient

Effective

High Satis NA Unsatis Low

Why Engage the Public?Why Engage the Public?Why Engage the Public?Why Engage the Public?

Tell the Story in a Language That is Tell the Story in a Language That is

UnderstoodUnderstood

Improve Government Services Improve Government Services

Align Expectations & PolicyAlign Expectations & Policy

Inform Budget & Operational Inform Budget & Operational

DecisionsDecisions

Achieve Sustainable Public PolicyAchieve Sustainable Public Policy

MISSIONMISSION CONSTRAICONSTRAINTSNTS

ENVIRONMENVIRONMENTENT

• Goals

• Objectives

• Budget

• Legal

• Political

• Public Expectations

Public EngagementPublic EngagementPublic EngagementPublic Engagement

Public Hearings

Town Hall Meetings

Advisory Committees

Surveys

Focus Groups

Websites

Newsletters

Events

Charettes

Workshops

Call-in Surveys

Citizen Engagement Tool KitCitizen Engagement Tool KitCitizen Engagement Tool KitCitizen Engagement Tool Kit

Reports

Newspaper Inserts

Bill Stuffers

Citizen Juries

Hot Line

Simulations

Field Offices

Panels

Teleforums

Community Fairs

Live, Statewide Interactive Live, Statewide Interactive PollPollLive, Statewide Interactive Live, Statewide Interactive PollPoll

How Well Does Citizen How Well Does Citizen Engagement work?Engagement work?How Well Does Citizen How Well Does Citizen Engagement work?Engagement work?

23% 51%

41%

53%

26%

17%

23%

22%

18%

4%

Enable Citizens toContribute

Hear from CrossSection of Citizens

Understand CitizenPriorities

Very Well Fairly Well NA Not too Well Not at All

Most Use Conventional Most Use Conventional MethodsMethodsMost Use Conventional Most Use Conventional MethodsMethods

83%63%

51%

25%

23%

21%

20%

15%

10%

Public Hearings

Citizen Advisory Committees

Town Hall Meetings

Stakeholder Interviews

Focus Groups

On-Line, Opt-In Surveys

Satisfaction Questionnaires

Scientific Surveys

Other

Contact with CitizensContact with CitizensContact with CitizensContact with Citizens

SYSTEMATIC

MONOLOGUES

CONFRONTATIONAL

SPORADIC

PROACTIVE

REPRESENTATIVE

CONVERSATION

CONSTRUCTIVE

REACTIVE

ORGANIZED INTERESTS

19%

41%

37%

41%

43%

46%

23%

23%

22%

22% 7%

19%

18%

19%

18% 26%

11%

10%

12%

13%

VERY SOMEWT NO OP SOMEWT VERY

Systematic EngagementSystematic EngagementSystematic EngagementSystematic Engagement

Systematic Application of Systematic Application of MethodsMethods (Rigorous and Disciplined)

Integrated designIntegrated design (The Components Work Together)

Transparency Transparency (Share What You Learn)

Demonstrated Utility(Put the Results to Work)

Iteration Iteration (Keep The Feedback Loop Going)

Research Methods as Research Methods as CommunicationCommunicationResearch Methods as Research Methods as CommunicationCommunication

Interactive Research

InterviewCmtyLeaders & Key Individuals

Focus GroupsWorkshops

Electronic Town Halls

CommunitySurvey

Publish ResultsSolicit Feedback

Uses a variety of research methods in an integrated, planned approach

Provides continuous information flow with key stakeholders

Builds relationships through two-way information exchange

Integrated, Systematic Integrated, Systematic IntelligenceIntelligenceIntegrated, Systematic Integrated, Systematic IntelligenceIntelligence

Interviews w/representatives or

key individuals

Share surveyresults &

request feedback

Town Hall Meetings

Survey of Community

Workshopswith

Representative Citizens

Mail Survey ofTarget

Communities

Publish surveyresults &

request feedback

Focus Groupswith Target

Groups

PublicPublic Relations Relations

Community RelationsCommunity Relations

Employee RelationsEmployee Relations

Interest GroupInterest GroupRelationsRelations

Integrated Integrated perspective on key perspective on key stakeholders’ views.stakeholders’ views.

Pretty SimplePretty SimplePretty SimplePretty Simple

DODO

CHECK ASKASK

Key Performance Key Performance IndicatorsIndicatorsKey Performance Key Performance IndicatorsIndicators

Performance Measures

Citizen Values

Community Indicators

PROBLEMPROBLEM SOLUTIOSOLUTIONN

ACTIONACTION

Developing Public SupportDeveloping Public SupportDeveloping Public SupportDeveloping Public Support

Connecting Performance to Connecting Performance to AccountabilityAccountabilityConnecting Performance to Connecting Performance to AccountabilityAccountability

Connecting Performance to Accountability

Connecting Performance to Accountability

WCMA Summer Meeting 2010Sun Mountain Lodge

19 August 10