Transcript A Framework and Set of Tools For Improving Performance

A Framework and
Set of Tools for
Improving Performance &
Results
Deb Montesinos, Consultant, Montesinos & Associates
Tim Burch, Research & Policy Data Manager, Women’s
Initiative For Self-Employment
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Results-Based Accountability
• Results Accountability is a disciplined way of
thinking and taking action that can be used to
improve the quality of life in communities, cities,
counties, states and countries.
• Results Accountability can also be used to improve
the performance of programs, services, and
agencies.
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Results Accountability
COMMON LANGUAGE
COMMON SENSE
COMMON GROUND
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THE LANGUAGE TRAP
Too many terms. Too few definitions. Too little discipline.
Benchmark
Outcome
Result
Modifiers
Indicator
Measurable
Core
Urgent
Qualitative
Priority
Programmatic
Targeted
Performance
Incremental Strategic
Systemic
Measure
Goal
Objective
Target
Lewis Carroll Center for Language Disorders
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Results Based Accountability
is made up of two parts:
Population Accountability
about the well-being of
WHOLE POPULATIONS
For Communities – Cities – Counties – States - Nations
Performance Accountability
about the well-being of
CUSTOMER POPULATIONS
For Programs – Agencies – and Service Systems
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DEFINITIONS
RESULT or OUTCOME
Population
A condition of well-being for children, adults, families or
communities.
Children born healthy, Children ready for school, Safe communities,
Clean Environment, Prosperous Economy
INDICATOR or BENCHMARK
A measure which helps quantify the achievement of a result.
Rate of low-birthweight babies, Percent ready at K entry, crime rate,
air quality index, unemployment rate
Performance
PERFORMANCE MEASURE
A measure of how well a program, agency or service
system is working.
Three types:
1. How much did we do?
2. How well did we do it?
3. Is anyone better off? = Customer Results
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IS IT A RESULT, INDICATOR OR PERFORMANCE
MEASURE?
RESULT
INDICATOR
PERF. MEASURE
RESULT
INDICATOR
RESULT
INDICATOR
PERF. MEASURE
Safe Community
Crime Rate
Average Police Dept response time
An educated workforce
Adult literacy rate
People have living wage jobs and income
% of people with living wage jobs and income
% of participants in job training who get living
wage jobs
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Criteria for
Choosing Indicators
as Primary vs. Secondary Measures
Communication Power
Does the indicator communicate to a broad range of audiences?
Proxy Power
Does the indicator say something of central importance about the result?
Data Power
Quality data available on a timely basis.
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“All performance measures
that have ever existed
for any program
in the history of the universe
involve answering two sets of
interlocking questions.”
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Performance Measures
Quantity
Quality
How
Much
How
Well
did we do?
did we do it?
(#)
(%)
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Performance Measures
Effort
How hard did we try?
Effect
Is anyone better off?
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Effort
Effect
Output
Input
Performance Measures
Quantity
Quality
How much
service did
we deliver?
How well
did we
deliver it?
How much
change/effect
did we
produce?
What quality
of change/
effect did we
produce?
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Separating the Wheat from the Chaff
Types of Measures Found in Each Quadrant
How much did we do?
# Clients/customers
served
# Activities (by type
of activity)
How well did we do it?
% Common measures
% Activity specific
measures
Is anyone better off?
#
% Skills / Knowledge
#
% Attitude / Opinion
#
% Behavior
#
% Circumstance
(e.g. parenting skills)
(e.g. toward drugs)
(e.g.school attendance)
(e.g. working, in stable housing)
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Education Quantity
Effort
How much did we do?
Number of
students
Quality
How well did we do it?
Studentteacher
ratio
Effect
Is anyone better off?
Number of
high school
graduates
Percent of
high school
graduates
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Effort
Drug/Alcohol Treatment Program
Quantity
Quality
How much did we do?
How well did we do it?
Number of
persons
treated
Percent of
staff with
training/
certification
Effect
Is anyone better off?
Number of
clients
off of alcohol
& drugs
Percent of
clients
off of alcohol
& drugs
- at exit
- 12 months after exit
- at exit
- 12 months after exit
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Effort
Not All Performance Measures Are
Created Equal
Quantity
Quality
How much did we do?
How well did we do it?
Least
Important
Also
Very
Important
Effect
Is anyone better off?
Most
Important
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The Matter of Control
Quantity
Effort
How much did we do?
Quality
How well did we do it?
Most
Control
Effect
Is anyone better off?
Least
Control
PARTNERSHIPS
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ONE PAGE Turn the Curve Report:
Program performance: ____________
Performance Measure
(Lay definition)
Performance
Measure
Baseline
Story behind the baseline
----------------------------------------------------(List as many as needed)
Partners
----------------------------------------------------- (List as many as needed)
Three Best Ideas – What Works
1. --------------------------2. --------------------------3. ---------No-cost / low-cost
4. --------- Off the Wall
How
Population
&
Performance Accountability
FIT TOGETHER
THE LINKAGE Between
POPULATION and PERFORMANCE
POPULATION ACCOUNTABILITY
Healthy Births
Rate of low birth-weight babies
POPULATION
RESULTS
Children Ready for School
Contribution
relationship
Percent fully ready per K-entry assessment
Self-sufficient Families
Percent of parents earning a living wage
Alignment
of measures
Job Training Program
PERFORMANCE ACCOUNTABILITY
# persons
receiving
training
Unit cost
per person
trained
# who get
living wage
jobs
% who get
living wage
jobs
Appropriate
responsibility
CUSTOMER
RESULTS
IN CLOSING
“If you do what you
always did,
you will get what
you always got.”
Kenneth W. Jenkins
President, Yonkers NY NAACP
THANK YOU !
WEBSITES:
www.raguide.org
www.resultsaccountability.com