service accountability for programs, agencies and service systems
DESCRIPTION
Choosing the best indicators for a result Communication Power Representative Power Data PowerTRANSCRIPT
Service Accountability for programs, agencies and service systems
Review population accountability
Result: children live in stable familiesIndicators:Percentage of children in povertyPercentage of families receiving centrelinkPercentage of child support paidRates of notifications of abuse and neglect
Choosing the best indicators for a result
• Communication Power• Representative Power• Data Power
Applying indicator criteria(H, M, L)
Indicators
Percentage of children in poverty
Percentage of families receiving centrelink
Percentage of child support paidRates of notifications of abuse and neglect
Communication Power
RepresentativePower
DataPower
Performance AccountabilityManagers know how their program works1. Identify 3 most important measures for your
program. 2. Explain how the program is doing against
these measures3. How can we improve performance?
Change agent vs industrial models (input and outputs)
• In the change – agent, the program provides services (effort) that leads to changes in the well being of clients, families or communities (effect)
• In this model the “number of clients served” is not an end product. Serving clients as a means to change in customer or social conditions, the true end or purpose of the work.
Three Simple Performance Measures
• How much did we do?
• How well did we do it?
• Is anyone better off?
EFFORT and EFFECT
• Quantity of effort: how much service was provided?
• Quality of effort: How well was the service provided?
• Quantity of effect: how many customers are better off?
• Quality of effect: What % of customers are better off and how are they better off?
Performance measurement categories
How much did we do?
How well did we do it?
Is any one better off? # %
Quantity Quality
Effec
t
Effo
rt
Education
Number of students
Student teacher ratio
Number of high school graduates
% of high school graduates
Drug treatment
Number of persons treated
% of staff with qualifications
Number of clients off drugsAt exit 12 months post exit
% of clients of drugsAt exit 12 months post exit
Fire brigade
Number of response
Response time
Number of fire related deaths(in catchment area)
Rate of fire related deaths (in catchment area)
Dieting
Number days on diet
% of days on diet
Amount of weight loss
% of desired weight loss
Performance measurements are NOT equal
LEASTInportant
2nd MOST important
Is any one better off? 3rd MOST MOST important important
Quantity Quality
Effec
t
Effo
rt
Customer Satisfaction
1. Did we treat you well?2. Did we help you with your problems?
Were you treated with respect (how well)Has your child’s behaviour improved since we started working with you? (Anyone better off?)
Matter of control
Most control
Is any one better off? Least Control
Quantity Quality
Effec
t
Effo
rt
We have least control over the most important measures
Summary of Performance measurements
How much did we do? How well did we do it?
# Customers served % common measures Workload ratio, staff turn over,
staff morale, % staff fully trained, work safety, unit cost, customer
satisfaction: Did we treat you well?# Activities % Activity –specific measures
% of actions timely and correct, % of clients completing activity, % of
actions meeting standardsIs anyone better off?
# Skill/ Knowledge % Skill/ Knowledge
# Attitude/ opinion % Attitude/ opinion
# behaviour % behaviour
# Circumstance % Circumstance
Quantity QualityEff
ect
E
ffort
The 7 Performance accountability Questions
• Who are our customers?• How can we measure if our customers are better off?• How can we measure if we are delivering services well?• How are we doing on the most important of these
measures• Who are the partners that have a role to play in doing
better?• What works to do better, including low cost and no cost
ideas?• What do we propose to do?
Next week:1. Bring a copy of your services
strategic directions
2. Complete Service accountability worksheet