City councils, county auditors, and the public are more frequently expecting performance monitoring to ensure that public revenue is being spent well and that municipal services are cost-effective. GIS based analysis of various performance measures is a common application for many municipal, county, and regional government services. But what if your agency expects performance measures of your GIS too? What if they expect performance measures and reporting within the context of your agencies budget process? Gasp! How can you turn performance monitoring into a tool that can help you manage your GIS better, build stakeholder support, and improve the budget process? This presentation will outline the King County GIS (KCGIS) Center’s strategy and methods to embrace performance measurement and reporting. Key aspects of the KCGIS Center’s portfolio of performance measures will be described. The process to identify valid measures and to establish linkages with key stakeholder agencies will be explained. The importance of linking specific services that your GIS provides to key measures and ensuring that the factors that can affect the actual performance are clearly understood will be outlined. Finally, strategies to use performance measures as a tool to support your budget will be described. The KCGIS Center approach may benefit other city, county, or regional enterprise GIS operations utilize performance measurement to manage and develop their programs.

1. 1
How Do You Do?
Measuring Enterprise GIS Performance
For the King County GIS Center
2007 Washington GIS Conference
April 24, 2007
Greg Babinski, GISP
Finance & Marketing Manager
King County GIS Center
“Putting GIS to Work for King County”
King County, Washington
Microsoft
Boeing
Paccar
Nordstrom's
Amazon.Com
Starbucks
Port of Seattle
Weyerhaeuser
Washington Mutual
Univ. of Washington
Population (2006 USCB est.): 1,826,000 (14th most populous US county)
Area: 2130 square miles (sea level to 8,000’)
39 incorporated cities
Viable agricultural and private forestry areas
Remote wilderness & watershed lands

2. 2
What Are Typical GIS-Related
Performance Measures?
www.metrokc.gov/gis
GIS staff performance appraisals
Technical system performance tests
Data accuracy analysis
Data currency standards/backlog status
Project close-out reports/lessons-learned
Input-oriented
Others?
Why Study Enterprise GIS
Performance Measures?
www.metrokc.gov/gis
GIS is an integrated system – focus on integrated
system performance
Customers rely on the integrated system
Objective validation of program success
Program/project return on investment results
Results oriented
Performance measures can drive future direction
Elected officials, State Auditors & Citizens expect
accountability
Others?

3. 3
King County GIS
The King County Geographic Information System (KCGIS) is a
consolidated and coordinated regional geographic information
resource, organized to meet the business needs of King County,
local agencies, and the general public.
KCGIS is comprised of both the King County GIS Center (an internal
service fund, responsible for core GIS resources and enterprise GIS
services for the entire County) and business specific activity in
various GIS programs distributed across other County agencies.
KCGIS is managed by the Director of DNRP, supported by a
management level GIS Oversight Committee and an operational
level GIS Technical Committee.
www.metrokc.gov/gis
How is GIS Used for King County Business?
Mapping
Public information delivery
Growth management & planning
Property assessment
Land development permitting
Site selection
Simulating environmental conditions
Emergency response planning
Crime analysis
Transportation planning
Bus & van routing
Road maintenance management
Public health service delivery
E911 operations
Airport sound abatement
Boundary management (legislative
districts, voter precincts, tax unit
boundaries, etc.)
And the list goes on…..
www.metrokc.gov/gis

4. 4
King County GIS Internal Service Fund
What is an internal service fund?
Full financial and operational responsibility for
providing designated services
Agencies receiving services or benefit are
required to budget for internal service fund costs
Chartered to operate on an entrepreneurial basis
– both within the county and externally
www.metrokc.gov/gis
Enterprise Operations:
GIS Data Warehouse Management
GIS Systems Administration
Enterprise GIS Data Coordination
Core GIS User Applications
Matrixed GIS Staffing Services
On-Demand GIS Client Services:
GIS Consulting
Application Development
Training
Mapping & Analysis
KCGIS Center Business Lines

5. 5
King County Policy Goals:
Drive Agency Vision, Mission & Program Goals
County Executive 2007 Budget Priorities:
Services mandated by state law will be prioritized over services that
are not mandated.
Services provided on a regional basis will be prioritized over local
services.
Local services provided to unincorporated areas will be prioritized
over local services in cities.
Direct services to the public will be prioritized over administrative
functions, except where the county has a legal obligation to
maintain adequate financial and administrative oversight to assure
appropriate monitoring and control over public funds.
Fees will fully cover the cost of providing the services where
possible.
Contracts for services with cities or others will provide for full cost
recovery.
www.metrokc.gov/gis
King County GIS Center
Vision, Mission & Program Goals
MISSION:
To work in partnership with county agencies to provide accurate,
consistent, accessible, affordable, and comprehensive GIS data, GIS
infrastructure and GIS services to support the unique business needs
of King County and the communities we serve.
VISION:
The King County GIS Center is the premier regional provider of spatial
information & GIS services.
PROGRAM GOALS:
Increase efficiencies & effectiveness of spatial data & GIS applications.
Provide a valued regional resource of spatial information & GIS
expertise.
Increase ability of county agencies to meet their business needs.
Increase ability of citizens to access useful information about King
County.
www.metrokc.gov/gis

6. 6
Program Goals Drive Core Business Operations:
Increase efficiencies and effectiveness of spatial data and GIS
applications:
GIS Enterprise Operations
Provide a valued regional resource of spatial information and
GIS expertise:
GIS Enterprise Operations
GIS Client Services
Increase ability of county agencies to meet their business needs:
GIS Matrix Staff Services
GIS Client Services
Increase ability of citizens to access useful information about
King County:
GIS Enterprise Operations
www.metrokc.gov/gis
Program Goals Drive Performance Measures
Performance Goal - Core Business – Performance Measure
Increase efficiencies and effectiveness of spatial data and GIS
applications:
GIS Enterprise Operations:
Performance Measure: Percent of data issues resolved through
efforts of data coordination program
2006 Target: 90%
2007 Target: 90%
Performance Data:
2003: N/A
2004: 89%
2005: 98%
Context:
There were 280 data issues logged by the KCGIS Center data
coordinator in 2005. Of these 275 (98%) were satisfactorily resolved.
www.metrokc.gov/gis
Program Goals Drive Performance Measures

7. 7
Performance Goal - Core Business – Performance Measure
Provide a valued regional resource of spatial information and
GIS expertise:
GIS Enterprise Operations:
Performance Measure: Percent change in user sessions for Web
mapping services over previous year
2006 Target: 10%
2007 Target: 10%
Performance Data:
2003: 75%
2004: 46%
2005: 28%
Context:
There were 1,582,199 user sessions in 2004 and 2,028,013 user
sessions in 2005 for an increase of 445,814 (28%).
www.metrokc.gov/gis
Program Goals Drive Performance Measures
Performance Goal - Core Business – Performance Measure
Provide a valued regional resource of spatial information and
GIS expertise:
GIS Client Services:
Performance Measure: Percent of contacts at local jurisdictions
that view the KCGIS Center as a valued resource for spatial data
and services
2006 Target: 75%
2007 Target: 75%
Performance Data:
2003: NA
2004: 62%
2005: 75%
Context:
Based on survey of contacts at King County cities and tribes conducted
in 2005 & 2006.
www.metrokc.gov/gis
Program Goals Drive Performance Measures

8. 8
Performance Goal - Core Business – Performance Measure
Increase the Ability of County Agencies to Meet Their Business
Needs
GIS Matrix Staff Services:
Percent of GIS Oversight Committee and GIS Technical Committee
members rating KCGIS Center services as satisfactory or better
2006 Target: 90%
2007 Target: 90%
Performance Data:
2003: NA
2005: 100%
2006: 100%
Context:
Based on survey of members of Technical and Oversight committees
conducted in 2005 & 2006.
www.metrokc.gov/gis
Program Goals Drive Performance Measures
Performance Goal - Core Business – Performance Measure
Increase the Ability of County Agencies to Meet Their Business
Needs
GIS Client Services:
Performance Measure: Percent increase in client services
customers over previous year
2006 Target: 10%
2007 Target: 10%
Performance Data:
2003: 19%
2004: 70%
2005: 6%
Context:
Client Services had 107 unique customers in 2004 and 113 unique
customers in 2005, an increase of 6%
www.metrokc.gov/gis
Program Goals Drive Performance Measures

9. 9
Performance Goal - Core Business – Performance Measure
Increase the Ability of County Agencies to Meet Their Business
Needs
GIS Client Services:
Performance Measure: Percent retention rate of client services
customers from previous year
2006 Target: 40%
2007 Target: 40%
Performance Data:
2003: 42%
2004: 71%
2005: 33%
Context:
35 of 107 Client Services customers from 2004 returned for business in
2005 for a retention rate of 33%
www.metrokc.gov/gis
Program Goals Drive Performance Measures
Performance Goal - Core Business – Performance Measure
Increase ability of citizens to access useful information about
King County:
GIS Enterprise Operations:
Performance Measure: Percent of users rating ease of use of
KCGIS Web mapping services as easy to very easy.
2006 Target: 80%
2007 Target: 80%
Performance Data:
2003: NA
2004: 83%
2005: NA
Context:
An online user satisfaction survey was conducted in June 2006.
Beginning in 2006 surveys will be conducted annually.
www.metrokc.gov/gis
Program Goals Drive Performance Measures

10. 10
Performance Goal - Core Business – Performance Measure
Increase ability of citizens to access useful information about
King County:
GIS Enterprise Operations:
Performance Measure: Percent of availability of KCGIS Web
mapping services during normal business hours
2006 Target: 98%
2007 Target: 98%
Performance Data:
2003: 99%
2004: 96%
2005: 99.5%
Context:
Web mapping services were available for 2,070 of 2,080 business
hours in 2005 (99.5%). Total up time in 2005 was 8,748 hours of
8,760 (99.9%).
www.metrokc.gov/gis
Program Goals Drive Performance Measures
King County GIS Center
Performance Measurements
www.metrokc.gov/gis
Benefits and Results
Validates program viability
Customer focussed results
Program-wide snapshot
Results (output focus) vs input focus
Useful management tool
Trace program issues to source
Identify resource allocation issues & opportunities
Useful CRM/marketing tool
Identifies customer service issues
Establishes credibility/quality
Useful budgeting tool
Feedback loop into budget process
Identifies needs and develops support for new programs

11. 11
Conclusions & Questions
www.metrokc.gov/gis
Value of GIS Program Performance Measures:
GIS Program Management Tool
Customer Relationship Development Tool
Can Support Effective Budget Development
Can Help Meet Auditor & Taxpayer Expectations
Questions?
Greg Babinski, GISP
Finance & Marketing Manager
King County GIS Center
201 South Jackson Street
Seattle, WA 98104
Greg.babinski@metrokc.gov