Data Collection for Performance Measurement …...Performance Measurement Process Citizen/ Customer...
Transcript of Data Collection for Performance Measurement …...Performance Measurement Process Citizen/ Customer...
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Data Collection for Performance Measurement
Bill Yake, Program and Procedures CoordinatorDepartment of Management and Budget
March 14, 2012
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Introductions
NameAgencyWhy you’re taking the class
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Objective
To demonstrate how data collection is linked to the performance measurement effort and how it should be addressed to ensure reliable information is available for effective decision-making about County programs and services.
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Or . . .
What to Collect
How to Collect It
When to Collect It
What to Do with It Once You’ve Got It
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DevelopStatement ofPurpose for
Each Program
Set Program Goals
Identify Performance
Measures
Data Collection
Revise Goals/ReallocateResources
Performance Measurement Process
Citizen/Customer Needs and Priorities(e.g., surveys)
StrategicPlanningPriorities +
Data CollectionKey tool in the overall performance measurement process
ReportResults
AnalyzeData
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Benefits in Collecting Data for Performance Measurement
Helps identify a problem or confirm that a problem exists
Allows us to work with facts
Enables us to establish baseline measurement criteria
Provides information to measure success
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Why We Measure Performance
NOT to keep score
To provide accountability
To have better information for decision making
To continue to improve
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3 “Rs” of Good Data
Reliable – credible; calculations are accurate and consistent over timeRelevant - pertains to the service being
measuredRepresentative - typical of the service
being measured
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SMART Measurement
Strategic: collect only needed dataMeasurable: get the right data for program
being measuredAccurate: measure things as accurately as
possible given time and cost constraintsReliable: record data correctlyTime-Based: keep it simple
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TYPES OF DATA
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Quantitative Data
Measurement of quantity or amount
“Hard Data” Examples: Clients
served, cost per client, staffing, budget dollars
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Qualitative Data
Soft Data Customer
perceptions or experiences
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Family of Measures
Terminology Definition Examples
Output Quantity or number of units produced.
Library books checked outPatients transported
Efficiency Inputs used per unit of output.
Cost per appraisalPlans reviewed per reviewer
Service Quality Customer satisfaction, or how timely a service is provided.
% of respondents satisfied with serviceAvg. days to address a work order
Outcome Consequences associated with a program
Reduction in fire deaths% of juveniles not reconvicted
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Quantitative Data
Outputs - clients served, children immunized, purchase orders issued, etc.
Efficiency - cost per client, cost per immunization, cost per purchase order, etc.
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Qualitative Data
Service quality - accuracy, timeliness, or customer satisfaction
Outcome - results or impact of service
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Exercise #1 – Identify Types of Data(10 minutes)
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Data Collection Process
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Step 1: Define the Scope of Data Collection
Ask yourself the following questions: Examples:Who would be involved in the decision making?
Program managers, frontline staff, IT staff etc.
What type of program-generated data will we need to collect?
Neighbor ratings of neighborhood safety
Where will I get it? Neighbor surveys
How will the information be used? Resource needs/allocation; budget impacts
Establish baselines; set realistic targets Past performance; benchmarking; national standards; Board direction; internal goals; mandates
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Step 1: Sources of Data
Measure SourceBoard packages prepared BOS agenda recordsTotal cash payments Receipts; bank recordsLunches served Administrative recordsHelp Desk calls processed Telephone system recordsPermits Processed Permit ApplicationsInformation accessed “Hits” on web pagesSatisfaction with program SurveysCondition of parks Trained observer
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Step 2: Consider Sample Size and Frequency of Data Collection
Consider time and expense $$$$Should information for the entire
population be collected, or is a sample of the population more appropriate?
How often should the data be collected?Weekly? Monthly? Quarterly? Annually?
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Step 3: Document the Data Collection for Each Type of Data (Appendix A)
Design a data collection sheet that specifies:
Who will collect the data
How it will be recorded
How often it will be collected
What collection medium will be used (manual or automated)
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Step 4: Test the Collection Method
Always do this step, no matter how simple the data collection is.
Testing can save you time and trouble in the long run
Check formulas; methodology
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Step 5 Gather the Data
Work on summarization during data collection
Identify trends early
Avoid unpleasant surprises
Identify anomalies
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Step 6: Analyze the Data
Identify or confirm a problem that exists Identify trends Determine direction of the program Determine if goals/targets are being met What actions if any are required Who needs to be told
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Step 7: Use the Data
Refine projections for performance measures Improve service delivery Support request for additional resources
and funding Update strategic plans
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Key Point
Generate and collect only the data to be analyzed
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Tips on Collecting Data
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Collecting Quantitative Data
Unobtrusive measurement subjects unaware
Questionnaires and surveys
Reactive measurement comment cards, 800 numbers,
complaints, etc.
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Collecting Qualitative Data
Participation experience reality as public does (e.g., secret
shopper)
Observation unobtrusive trained observer
Interviews/Focus GroupsDocument Review review comment cards
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Exercise #2 – Data Collection Process
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Reporting Results
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Data Presentation
Should be concise, easy to understand and tailored to audience
Three different approaches
Text
Tabular (tables)
Graphical (pie, bar, line)
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FY 2006 (Peak Period)Total Major/Minor Plans Received for Processing 6,359Total Filled E III & UF II 23Workload to staff 276……………………………………………………………………FY 2008 (Actual)Total Major/Minor Plans Received for Processing 4,735Total Staff 20Workload to staff 237……………………………………………………………………FY 2009 & FY 2010 ProjectedMajor/Minor Plans for Processing (Projected) 3,855Total Staff 15.5Workload to Staff 249
Data Presentation - Text
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Data Presentation: Tabular
Fiscal Year Workload Staff Plans/Reviewer
2006 6359 23 276
2008 4735 20 237
2009 (projected)* 3855 15.5 249
2010 (projected) 3855 15.5 249
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Gym/Field Applications Processed
345
441
541
542
8001342
Data Presentation: Pie Chart
Pie charts are used to show classes or groups of data in proportion to the whole data set. The entire pie represents all the data, while each slice represents a different class or group within the whole.
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Gym/Field Applications Processed
345441
541 542
800
0100200300400500600700800900
FY 2002 FY 2003 FY 2004 FY 2005 FY 2006
Data Presentation: Bar Graph
Bar Charts, like pie charts, are useful for comparing classes or groups of data.
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Data Presentation: Line Graph
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15.520
2317.8
21.623.6
25.8
0
5
10
15
20
25
30
FY 06 FY 07 FY 08 FY 09
Budgeted Staff PositionsStaffing Needs Based on Avg Hours to Review
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Data Presentation: Line Graph
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Things to Look For:
Interpretation depends on what information you are looking for. Examples of what you might look for: The tallest bar. The shortest bar. Growth or shrinking of the bars over time. One bar relative to another.
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Presentation Tips:
Watch out for inconsistent scales. If you're comparing two or more charts, be sure they use the same scale. differences and how they might trick your eye.
Be sure that all your classes are equal. For example, don't mix weeks and months, years and half-years.
Be sure that the interval between classes is consistent. For example, if you want to compare current data that goes month by month to older data that is only available for every six months, either use current data for every six months or show the older data with blanks for the missing months
Bottom Line …. Compare apples to apples!
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Best Practices
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DATA INTEGRITY“Trust, But verify”
- Ronald Regan
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Best Practices or Lessons Learned
1. Centralized recordkeeping
2. Data Integrity3. Data Bias4. Periodic Review 5. Internal audits 6. Surveys
7. Benchmarking8. Educating staff9. Leveraging Technology10. Stakeholder Involvement11. Data Protection
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Best Practices: Centralized Recordkeeping
Senior Staff Position – Lead Reporting Trends Internal audits
Branch representatives Data entry
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Best Practices: Data Integrity
Periodic ReviewAt least annually (recommend monthly)
Consistency Same data from year to year Document changes as explanatory data
Accuracy Calculations Data inputs
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Best Practices: Be Aware of Data Bias
Exclusion – portions of process are not studied
Sampling – one or several subpopulations are disproportionately represented
Interaction – workers are aware that they are being observed
Perception – data collector may have pre-conceived ideas
Operational – data collection is flawed
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Best Practices: Review of Performance Measures
Process changes New initiatives (internal and external) Overcome old way of measuring
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Best Practices: Internal Audits
Check program formulasAnomalies in data Process changes Error in data entry
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Best Practices: Reporting
Monthly Front line supervisors, staff Specific to their business area
Quarterly Senior managers Focus on key performance measures
Annual (budget) Board of Supervisors; Citizens
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Best Practices: Conducting Surveys
Measures customer satisfaction, timeliness and/or accuracy of a service.
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Best Practices: Benchmarking
Building Code Effectiveness Grading Schedule (ISO Survey)
Participate in the International City/Council Management Associations (ICMA) annual surveyPrince William County’s Service Efforts
and Accomplishments (SEA) report
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Importance of record keepingImportance of data entryImpact of process changes
Best Practices: Educating Staff
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Best Practices: Leveraging Technology
Use technology to capture and report data Survey “Snap” Forecasting Pro Active strategy
E-Commerce Software: Word, Excel, and/or
PowerPoint
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Best Practices: Stakeholder Involvement
Support Become your best advocates
Ensure compliance Provide support and guidance upfront
Process improvement Feedback may lead to process changes
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Best Practices: Data Protection
Passwords Limit access to key personnel Conduct audits Databases; Spreadsheets (read-only)
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In Closing ……
Critical link between data collection, performance measures, program resources, and program outcomes. “7” Data Collection Steps Ensure best practices are used
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Remember ………
SMART Measurement
Strategic
Measurable
Accurate
Reliable
Time-based
3 “Rs” of Good Data
Reliable
Relevant
Representative
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Resources:
Performance Measurement http://infoweb.fairfaxcounty.gov/DMB/
Tools for Reporting http://www.skymark.com/resources/tools