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M3 Playbook > Phase 1: Readiness > 1.6 Define Target Performance Metrics

1.6 Define Target Performance Metrics

Program Management

Task Activities

  1. Shared

    Understand government-wide shared services performance goals and strategic drivers based on the objectives of the program

  2. Shared

    Understand strategic drivers based on the objectives of the program

  3. Shared

    Identify and document metrics to measure outcomes of the program against government-wide shared services performance goals and strategic drivers

  4. Customer

    Set baselines for current state performance metrics and define success targets expected to be achieved after completion of the program

  5. Shared

    Develop reporting mechanism, in coordination with the guidance set forth in the Performance Management Guidebook, and timeline to report on metrics after migration Go-Live

  6. Customer

    Update the Project Business Case

  7. Customer

    Populate the Investment Readiness Checklist

1.6 Best Practices

  • Set defined performance and success metrics (including a combination of compliance, process, and workload measures to define baselines and target metrics) at the beginning of the program to be able to measure and communicate the benefits intended, and ultimately achieved, by the program
  • Benchmark Key Performance Indicators (KPIs) against internal and external standards and use existing performance metric data to assist in identifying performance targets (e.g. previous Federal Benchmarking results, Shared Services Customer Satisfaction Surveys, etc.). Consider contacting for assistance researching agency specific and government-wide results
  • In most cases greater efficiencies are achieved, but short-term cost reductions are not. With the introduction of greater amounts of IT support however, substantial savings are realized in the longer term



  • Business Owner
  • Executive Sponsor
  • Program Manager
  • PMO Lead
  • PMO Team


  • QSMO


  • Organization Strategic Goals and Objectives
  • Government-wide Shared Services Strategic Goals and Objectives
  • Project Business Case