Example: April 2001

Example Performance Measure Report Worksheet

for a State HS Agency
Mission-based HS Performance Measures HS Performance Indicators
Area of Kind Standard As-Is To-Be To-Be To-Be
of for 12/31/00 12/31/01 12/31/03 12/31/05
Performa Meas Performa Performa Targe Actua Targe Actua Targe Actual
nce ure nce nce ts ls ts ls ts s
Results Measures: H S - CS F- C1 Su c c es s ful l y i mp l emen t “ We l f a re to Wor k ” p rovis ions (PL __ -_ __ )
Customer Input Flexibility, scalability, etc. of
infrastructure for wide sharing of
information
Output Quantity of critical information
exchanged among dispersed users
Outco HS worker/manager ratings of Survey Score 40 Score 50 Score 70 Score 90
me information accessibility and score
usability of 80
Impact Ratings or indicators of client
quality-of-life achieved in the
migration from welfare to work
Results Measures: H S - Goal - C2 M axi mi z e th e s ta k ehold e r valu e of s e rvi c es p rovi d ed by H S
Customer Output Number of online (e-Gov) client
sessions per month
Outco Client satisfaction ratings
me
Results Measures: H S - Goal - C3 Ins ti l l s ta k ehol d e r con f id en c e i n e f f e c t iv e c as e h and l i n g
Customer Output Number of identified policy
violations per month
Outco Percentage of contested cases
me
Process Measures: H S -CSF-O 1 Provi d e human s e rvi c es to a l l e l i g i b l e c i t i z e n s i n a c co rd an c e w i th a l l ap p l i c ab l e re gu l at ion s
an d i n an e f f e c t iv e , e f f i c i en t man n e r
Operationa Input
l
Output
Outco Stakeholder ratings of HS
me capabilities and operations
Impact
Process Measures: H S -Goa l - F1 M i n i mi z e ave r ag e p ro c es s i n g cos ts p e r c as e
Financial Input Investments in e-commerce
technologies
1
Example: April 2001
Mission-based HS Performance Measures HS Performance Indicators
Area of Kind Standard As-Is To-Be To-Be To-Be
of for 12/31/00 12/31/01 12/31/03 12/31/05
Performa Meas Performa Performa Targe Actua Targe Actua Targe Actual
nce ure nce nce ts ls ts ls ts s
Output Time spent by clients in online
(e-Gov) sessions per month
Outco Change in average worker hours
me spent per case
Impact Ratio of case-processing costs to
benefits provided
Process Measures: H S -Goa l - L 1 B e ab l e to res pond qu i c k l y to ch an g i n g bus in ess requi remen ts
Learning Output Number of potentially useful HS
insights and practices gleaned per
month from mail based
communications
Outco Average lead time and resources
me required to adapt to new
government obligations
Impact Added competency to perform
mission effectively and efficiently
Process Measures: H S -Goa l - L 2 I mp rove th e k now l ed g e and s k i l l s of human resourc e s
Learning Input Investments in partnership
endeavors and partnership-enabling
technologies
Output
Outco
me

2
Example: April 2001
Example Performance Measure Report Worksheet
for a State HS IT Organization
Mission-based IT Performance Measures IT Performance Indicators
Area of Kind Standar As-Is IT Support To-Be To-Be To-Be
of d for 12/31/00 12/31/01 12/31/03 12/31/05
Performa Meas Perform System Perform Targe Actual Targe Actual Targe Actual
nce ure ance ance ts s ts s ts s
Results Measures: I T-CS F- C1 E n ab l e su c c es s ful i mp l emen t at ion of “ We l f a re to Wor k ” p rovis ions (PL __ -_ __)
Customer Input Flexibility, scalability, etc.
of infrastructure for widely
sharing information
Output Quantity of critical
information exchanged
among dispersed users
Outco HS worker/manager Survey Client Score 40 Score 50 Score 70 Score 90
me ratings of information score history
accessibility and usability of 80
Survey Parent Score 45 Score 55 Score 60 Score 85
score tracking
of 80
Survey Educati Score 30 Score 60 Score 70 Score 95
score on
of 80 tracking
Impact Ratings or indicators of
client quality-of-life
achieved in the migration
from welfare to work
Results Measures: I T-Goal - C2 Imp rove s e rvi c e d e l i ve r y to th e publ i c th rough th e use of IT
Customer Output Number of online (e-Gov)
client sessions per month
Outco Client satisfaction ratings
me
Results Measures: I T-Goal - C3 Imp rove con s is t en c y i n c as e p ro c ess in g
Customer Output Process control chart
results
Outco Caseworker ratings of
me degree to which systems
enable improved human
performance
Process Measures: IT-CS F-O 1 A l i gn IT c ap ab i l i t i e s an d ap p l i c a t ion s portfol io wi th s tr at e g i c n e ed s

3
Example: April 2001
Mission-based IT Performance Measures IT Performance Indicators
Area of Kind Standar As-Is IT Support To-Be To-Be To-Be
of d for 12/31/00 12/31/01 12/31/03 12/31/05
Performa Meas Perform System Perform Targe Actual Targe Actual Targe Actual
nce ure ance ance ts s ts s ts s
Operationa Input
l
Output
Outco HS executive ratings of IT
me support for HS capabilities
and operations
Impact
Process Measures: IT-Goa l - F1 I mp rove H S cos t s t ru ctu re th rou gh ta r g e t ed s t ra t e g i c i nves tmen t i n I T
Financial Input Investments in
e-commerce technologies
Output Time spent by clients in
e-Gov sessions per month
Outco Change in average worker
me hours spent per case
Impact Ratio of case-processing
costs to benefits provided
Process Measures: IT-Goa l - L 1 B e ab l e to qu i c k l y s ati s f y ch an g i n g repo rt i n g requi remen ts
Learning Output Number of reporting-
related lessons learned and
innovations gleaned per
month from mail based
communications
Outco Average lead time and
me resources required to
satisfy new reporting
requirements
Impact Additional/more rapid
cash influxes from funding
organizations
Process Measures: IT-Goa l - L 2 I mp rove th e k now l ed g e and s k i l l s of th e human re sourc es w i th i n th e I T communi t y
Learning Input Investments in people,
practices, partnerships,
and tools
Output
Outco
me

4
Example: April 2001