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Performance Management

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:

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Vision

Creates shared vision of what success looks like for program and customer

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Success Stories

Quantify the success a program achieves year over year

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Accountability

Keep people accountable and roles clear

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Gap Identification

Identify areas of improvement for a program

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Data

Give programs the ability to make effective decisions based on data

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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:

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Promote Continuous Improvement

Gives programs the ability to make effective decisions based on data

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Identify strengths and areas for improvement within the shared services ecosystem

Measure the progress of the shared services programs to identify where they are succeeding and where they need extra support.

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Understanding the Voice of the Customer

Understand the needs of customer agencies and provide ongoing feedback to QSMOs and service providers.

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Enable Benchmarking

Enables benchmarking across the marketplace and an ability to share lessons learned across the shared services ecosystem.

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Develop Baselines

Baselines customers level of satisfaction with both QSMOs as marketplace brokers and also with providers of services to agencies.

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
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Balanced Scorecard Approach Summary

The framework follows a phased, balanced scorecard approach to shared services performance management. Using input provided by customer agencies, QSMOs, and OMB, the OSSPI team has identified measures across the following five performance dimensions. Each dimension contains multiple measures, which will be operationalized in a phased manner. Using this balanced scorecard approach empowers our team to holistically track the performance of the solutions in the shared services ecosystem, which enables success for shared services customers.

Phase 1

Measures
operationalized in

FY22

Phase 2

Measures
operationalized in

FY23

Phase 3

Measures
operationalized in

FY24+

Shared Services Performance Measures

Customer Engagement

Track overall engagement with federal agencies – track customer agency participation in sponsored events, including information sessions, workshops, or office hours etc.

Phase 1

FY22

Customer Satisfaction

Track customer agency satisfaction with strategic guidance provided by both QSMO as the marketplace broker and service providers – including quality of support and access to quality data.

Phase 2

FY23

Solution Adoption

Track the percentage (%) of customer agencies whose needs are met through the successful adoption of a marketplace solution.

Phase 3

FY24+

Cost Avoidance

Measure the estimated cost avoidance ($) achieved by customer agencies through the adoption of marketplace solutions.

Phase 3

FY24+

Return on Investment (ROI)

Measure the estimated Return on Investment ($) achieved by customer agencies through adoption of marketplace solutions.

Phase 3

FY24+

Financial Transparency

Track the percentage (%) of customers who report that they understand the pricing elements related to the total cost of ownership.

Phase 2

FY23

Service Quality and Timeliness

Track the percentage (%) of vendors and marketplace solutions meeting Service Level Agreements (SLAs) or achieving satisfactory CPARS results.

Phase 3

FY24+

Technical Innovation

Track the percentage (%) of customers who feel that marketplace solutions are technically innovative and state-of-the art.

Phase 2

FY23

Standards Incorporation

Track the percentage (%) of agency-issued solicitations for marketplace solutions which adhere to the FIBF business standards.

Phase 3

FY24+

System Standardization

Track the number of government-wide separate or outdated instances of systems in designated functional areas.

Phase 3

FY24+

Modernization and Migration (M3) Playbook Utilization

Track the number of customer agencies (or federal users) who have reported using the M3 playbook in some capacity.

Phase 1

FY22

Usability / Accessibility

Track the percentage (%) of marketplace solutions that are rated 508 compliant at the WCAG 2.0 Level AA Success Criteria.

Phase 2

FY23

Cybersecurity

Track the percentage (%) of marketplace cloud solutions that are FedRAMP authorized, FedRAMP in process, or FedRAMP ready/or have acquired Authorization to Operate (ATO) for federal solutions.

Phase 2

FY23

Data Interfaces / Customization

Track adoption of data standards through marketplace solution adherence to a common set of data definitions and interfaces.

Phase 3

FY24+

IT Contract Consolidation

Track the total ($) spend consolidation from open market acquisitions to designated government-wide contract vehicles and solicitations.

Phase 3

FY24+

Technology Management / Software Delivery

Measure cost/labor hours associated with major IT enhancements and upgrades avoided by customer agencies through adoption of a marketplace solution.

Phase 3

FY24+

System Resiliency

Track the percentage (%) of time marketplace solutions are available, not including planned and authorized service interruptions.

Phase 3

FY24+

The Performance Management Framework is a multi-phase effort to improve the application of performance driven principles in agency decision-making. To engage with us in this effort and be kept up to date on the progress underway, contact us at OSSPI.SharedServices@gsa.gov.

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