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Goal Setting & Performance Measurement Training
This document outlines a workshop on goal setting and performance measurement for city departments. It introduces the process which cascades from citywide goals set by elected leaders down to division objectives and performance measures. Citywide goals are strategic priorities that departments must align their goals to. Divisions then set objectives tied to department goals. Performance measures are metrics that quantify progress on objectives. The workshop teaches SMART goal setting techniques and practices setting department goals, division objectives, and performance measures aligned with citywide goals.
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Goal Setting & Performance Measurement Training
- 1. Goal Setting & Performance Measurement Workshop Officeof Budget Evaluation & Development
- 2. Overview Introducing the process Understandingcitywide goals Setting department goals Establishing division objectives Measuring performance
- 3. Why do this? Communicatealignment of staff actions & plans with expressed interests of elected leaders Provide focus to achieve results
- 4. Introducing the process CitywideGoals (Council & Staff) Department Goals Division Objectives Performance Measures
- 5. Citywide Goals Set byMayor & Council Tracked by City Manager Reflect strategic priorities of our elected officials
- 6. Department Goals Set byDepartments Tied to Citywide Goals Provide foundation for Division Objectives
- 7. Division Objectives Set byDivisions Approved by Department Head Tied to Department and/or Citywide Goals Provide basis for performance measures
- 8. Performance Measures Quantified metric Emphasisareas Outcome Efficiency Tied to division objective Reported annually
- 9. What are theCitywide Goals? Established by Council in 2011 City Manager reports regularly in regards to status, ongoing activities, accomplishments Reflect expressed strategic interests of elected officials
- 10. Preamble The Rocky MountMayor and City Council are committed to: •Providing good government •Improving the quality of life in our community •Ensuring a safe community •Providing opportunities and business development •Promoting Social Justice •Being good stewards of the environment •Promoting Community Economic Development
- 11. Citywide Goals Continue toexpand the use of all communication outlets including the World Wide Web and social media: •To improve the frequency, and accuracy of City communications with the Rocky Mount community and the Twin County Region. •By launching and maintaining a positive image campaign.
- 12. Citywide Goals Update theCity’s Personnel Policy to: •Ensure fairness and to value diversity in hiring and promotion. •Encourage succession planning. •Promote human capital development. •Provide for career ladders in every department; and •Promote employee understanding of expectations and appropriate grievance and appeal channels.
- 13. Citywide Goals Reinvent andtransform the city government’s organizational culture: •To encourage and reward creative problem-solving, innovation, and risktaking; and •To improve the economy, efficiency, effectiveness and the equity of city services. This includes customer service policies, employee training, and evaluating impact on citizen satisfaction with city services.
- 14. Citywide Goals Build relationshipsbetween the City Council and faith-based organizations, churches, and clergy to address human development. Develop strategies to engage and recruit young adults. Build stakeholder support for regional collaboration and launch a strategic planning process for Rocky Mount and the Twin County region.
- 15. Citywide Goals Create greaterinternet access opportunities, particularly in key areas such as downtown. Create a greater critical mass in the Central City by: •Creating more housing opportunities in the downtown area; and •Creating housing opportunities that appeal to young adults.
- 16. City Staff Values (Goals) Excellentpublic service Excellent customer service Innovation
- 17. Citywide Goals &Values
- 18. Goal Setting What isyour purpose? What do you expect to achieve? What motivates improvement? What are you trying to accomplish? How can you advance Citywide goals? How do you meet/exceed expectations and standards?
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- 20. Department Goals Project significantaccomplishments Include some degree of difficulty Reflect internal mission/vision Incorporate, align with Citywide goals (Council & Staff) Provide foundation for division-level objectives
- 21. Division Objectives Statements ofexpectations, desired achievement Align with department goals Specific, enable effective, quantitative measurement Agree with overall, Citywide philosophy (goals & values)
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- 23. Performance Measures Enable trackingof goal/objective achievement (alignment) Facilitate accountability Communicate operations to elected officials Set stage for enabling ongoing evaluation & improvement
- 24. Performance Measures Developed &tracked at delegated level (supervisory, operations) Potential to positively-influence decision-making from the “bottomup”
- 25. PM Components Identify themeasure • Quantifiable • Describes specific service dimension • Staff able to acquire, review and analyze data (metric) on a regular (annual, quarterly, monthly) basis
- 26. PM Components Categories ofmeasures (preferred) • Efficiencies: relationship between inputs & outputs –Cost ($) per preventative maintenance –# days to process building plans –Weekly meters read per reader
- 27. PM Components Categories ofmeasures (preferred) • Outcomes: provide feedback on service quality –% of inspections completed within 3 business days of request –% of Fire Department calls responded to within 3 minutes
- 28. PM Components Categories ofmeasures (less preferable) • Inputs: amount of resources used • Outputs: workload, amount of service provided
- 29. PM Resources Other jurisdictions Professionalstandards UNC Benchmarking Project ICMA Performance Measurement Municipal Benchmarks (Ammons) Budget Office Library (soon online)
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- 32. Practice 1. Identify Citywidegoal Excellent customer service 2. Draft Department goal (Planning) Establish and maintain a culture of service that exceeds citizen expectations
- 33. Practice 3. Draft Divisionobjective (Inspections) Staff will complete inspections within 3 days of customer request 4. Assign Performance measure % inspections completed within 3 days of customer request
- 34. Next Steps Look atprior budget goals, objectives & measures Review Citywide Goals Discuss department & division strategy Discover performance measures
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