Why Is Performance Management Important?
Performance management is a crucial function of any government program, whether its big or small, public-facing or internal. For a program to continuously improve, its performance must be tracked. Establishing Performance Management initiatives means setting agreed upon goals that programs work toward. Aligning performance management of the services agencies buy and use to the same ways that agencies themselves are measured is a core tenet of an effective framework and provides the following benefits:
Creates shared vision of what success looks like for program and customer
Quantify the success a program achieves year over year
Keep people accountable and roles clear
Identify areas of improvement for a program
Give programs the ability to make effective decisions based on data
Performance Management should be used to identify what’s working and not working within a program. It’s NOT intended to penalize those programs whose performance is below what was expected.
Performance Management Benefits for Customer Agencies and the Shared Services Ecosystem
Establishing a formal Performance Management framework is key to ensuring shared services solutions are delivering meaningful impacts across government. What doesn’t get measured doesn’t get managed. The long-term benefits of Performance Management tracking for shared services solutions are included below:
Tiered Performance Management Framework: Enterprise View
Many of these measures have already been implemented by the Quality Service Management Offices (QSMOs).
The Tiered Shared Services Performance Management Framework – Enterprise View was designed to illustrate the relationship between each major stakeholder group responsible for monitoring and improving performance across the shared services ecosystem. Key to this framework is obtaining buy-in from each tier and maintaining ongoing communication to ensure strategic and performance alignment, ongoing performance reporting, and identification of performance improvement opportunities. As shown on the right side of the graphic below, the governance structure for tracking performance of the shared services ecosystem is designed to always keep the customer agency in mind.
Customer Agency Performance
The Performance Management Framework is designed to demonstrate the positive impact and improved performance that customer agencies across government receive through service adoption and implementation.
These benefits include but are not limited to:
- Improved service delivery and performance
- Increased customer satisfaction
- Ability to focus on high value work
- Reduced administrative burden
- Alignment to Administration priorities