Transforming Public Sector Performance Management
Business Intelligence [part of Optima Media Group], January 2004, Pages: 250
Transforming Public Sector Performance Management is an expert guide to creating a management and measurement system that will drive continuous performance improvement.
Public sector organizations around the world face unprecedented pressure to improve service quality while progressively lowering their costs. At the same time, they are expected to become more accountable, customer focused and responsive to stakeholder needs.
Achieving these goals involves a transformation in management practices, processes and culture.For the first time, we provide public sector organizations with a best-practice guide to achieving performance excellence.
Based on the findings of an extensive programme of research, this report provides comprehensive advice on how to achieve breakthrough performance improvements that meet the expectations of key stakeholders.
Many of the innovative ideas for performance improvement have been adapted from the private sector. But there is now a growing body of performance improvement expertise in the public sector.
This expert guide turns the lessons learnt by public sector organizations into a seven-step process that can help you implement a performance management programme that leads to continuous improvement, stakeholder satisfaction and more efficient operations.
This guide includes:
-Best-practice case studies
-Benchmark findings from an exclusive survey of 286 public sector organizations detailing performance frameworks, measures, processes, practices techniques and tools
-Advice from internationally acknowledged experts on public sector performance
Use Transforming Public Sector Performance Management to help you to:
-Develop a stakeholder-led strategy focused on outcomes and goals
-Implement strategic goals into a deliverable programme of performance improvement
-Identify quick wins and pilot projects to foster a performance culture
-Develop and build constructive relationships with key stakeholders
-Generate performance-related appraisal and reward schemes
-Build a strategic balanced scorecard
-Involve staff in target and measure setting to meet both strategic and local requirements
-Cascade performance measurement goals throughout the organization
-Prioritize goals and performance measures
-Streamline data collection, processing and distribution using information systems
-Gain buy-in and commitment to performance improvement
-Assess the challenges and solutions involved in introducing a new performance management regime
-Choose a performance management framework best suited to your organizational needs
-Establish the cause-and-effect linkages between measures and outcomes to improve the performance management process
-Audit your own readiness for implementing a new performance management process
-Develop a roadmap for embedding performance management in your organization
Step 1: Developing a Stakeholder-driven StrategyDevelop a stakeholder-drive strategy to deal with reinventing, or modernising, government programmes and public expectations for performance breakthroughs. Discover the lessons learnt by the City of Charles, USA, and Centrelink, Australia in responding to a "reinventing government" agenda.
Step 2: Defining Strategic Performance PrioritiesDetermine the essential elements for a strategy that will deliver the priority outcomes for key stakeholders. Learn how to balance long-term goals with short-term imperatives. Apply lessons from pioneering organizations that have successfully driven performance-focused change.
Step 3: Choosing a Measurement FrameworkSelect a suitable performance management framework to support the development of appropriate practices, processes and measures. Compare the pros and cons of the most commonly used performance frameworks including the Balanced Scorecard, The European Federation for Quality Management, EFQM, Excellence Model, Malcolm Baldrige National Quality Award, the UK"s Comprehensive Performance Assessment Framework and The Performance Prism.
Step 4: Selecting the Right MeasuresIdentify the key performance indicators that can be used to track outcomes and strategic goals. Set targeted measures at operational level to support continuous improvement. Use measures to benchmark results with other public sector organizations and identify new methods of performance improvement.
Step 5: Using Alignment and AccountabilityUse a performance measurement cascade to align strategic objectives with operational measures. Make staff at all levels of the organization accountable and responsible for the achievement of performance goals. Involve staff at operational levels to ensure that measures meet both strategic and local requirements.
Step 6: Creating a Performance CultureCreate a performance culture where staff adopt the values, beliefs and behaviour that enables the organization to achieve its goals. Apply the principles of culture change to create a climate where performance improvement becomes a way of life. Develop appraisal, reward and other schemes that underpin the performance culture.
Step 7: Making Performance Improvement SustainableBuild in reviews and feedback mechanisms to ensure that performance improvement is sustainable. Define the objectives and purpose of performance reviews for strategic and operational levels. Develop the processes and follow-through practices that enable the conclusions of reviews to be turned into actions.
Case Studies
To enable you to implement an efficient performance management programme, Transforming Public Sector Perfromance Management draws on experiences from public sector organizations around the world, and features in-depth studies of:
-Aarhus Region Customs and Tax, Denmark -Australian Federal Police -The Canadian Army -Cardiac Care Network of Ontario -Liverpool City Council, Portfolio of Housing, Supported Living and Community Safety, UK -North Hertfordshire District Council, UK -Office of Government-wide Policy, General Services Administration, USA In addition, there are case reports from:-Camden and Islington Mental Health and Social Care Trust, UK -Centrelink, Australia -City of Brisbane, Australia -City of Charles, USA -Civil Service College, Singapore -London Borough of Barking and Dagenham, UK -Singapore Subordinate Courts -State of Washington Department of Revenue, USA -Texas Education Agency, USA.
Discover the stories behind the achievements
-How Aarhus Region Customs and Tax - increased user satisfaction to 77 percent - became a winner of the Danish Quality Award and finalist for the European Quality Award.
-How a new approach to accountability helped the Canadian Cardiac Network to win the Canada Award for Excellence
-How the Australian Federal Police increased its detection rating for serious crime, brought more cases to court and satisfied 92 percent of its clients' objectives
-The culture change programme that enabled the Inland Revenue Accounts Office, Cumbernauld, Scotland, UK, to implement the EFQM model and become the first public sector award winner
Research Insights Transforming Public Sector Perfromance Management present vital benchmark findings from an exclusive survey of 286 public sector organizations, detailing performance frameworks, measures, processes, practices, techniques and tools.
-Organizations that make managers responsible for achieving targets more often achieve a range of 11 performance benefits than those who do not.
-Senior managers incentivised on the basis of performance are more successful in achieving service outcomes and other performance benefits.
-The balanced scorecard and EFQM are used, respectively, by a third of the survey sample.
-The fastest growing performance framework is the scorecard, which a further fifth of the sample plan to implement.
-Only a quarter of respondents review performance on a monthly basis, the remainder conduct reviews less frequently.
-Less than a half of the sample communicate performance review conclusions to the workforce.
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