Georgia’s Strategic Planning Process Overview

1. Georgia’s Strategic Planning Process Overview Governor’s Office of Planning and Budget April 3, 2014 www.opb.georgia.gov

2. Topics • State Strategic Plan Framework • Plan Review and Use • Reporting and Accountability • 2015 Strategic Plan • Horizon System • Timeline

3. Introduction Governor’s approach to strategic planning: • State government will be strategically focused and accountable for performance • Budget requests and policy decisions will be evaluated against strategic goals

4. State Strategic Planning Framework State Strategic Plan (Vision, Goals and Statewide Indicators) 5-year plan Through alignment, measurement and evaluation, the state strategic planning framework ensures that resources are strategically focused and results are measureable. Alignment 4-year plan, annual updates Agency Strategic Plan (Includes strategy resource planning for: Technology Investments, Staffing, Facilities) Measurement Accountability Evaluation Regular status reports Agency Performance Report (Reports progress on strategies, objectives and indicators)

5. State Strategic Plan • 5+ year plan (OCGA 45-12-175) • Articulates state vision and strategic agenda • Used to evaluate agency budget requests and agency legislative proposals • Focuses the state’s strategic efforts • Defines Governor’s goals for six policy areas

6. Governor Deal’s Vision A lean and responsive state government that allows communities, individuals and businesses to prosper

7. Governor Deal’s Policy Areas • Educated: Developing life-, college-, and work-ready students • Growing: Creating jobs and growing businesses • Mobile: Transporting people and products in a 21st century Georgia • Healthy: Accessible care and active lifestyles • Safe: Protecting the public’s safety and security • Responsible and efficient government: Fiscally sound, principled, conservative

8. Strategic Initiatives Ongoing Operations (Whirlwind) Planning Cycle, Plan Updates and Required Components Agency Strategic Planning

9. Agency Strategic Plan • 4-year plan; updated annually • Aligns with state strategic plan (OCGA 45-12-73) • Goals and strategies to improve services and outcomes • Not operational; limited to what is new and different • Communicates agency direction to stakeholders • Planning model that works best for the agency • Standard planning elements reported in Horizon

10. Components of a Strategic Plan • Agency Mission • Agency Vision • Agency Core Values • Challenges • Workforce Planning • Enterprise Ideas • Goals • Measurable Objectives • Strategies • Strategy Description • Anticipated Benefits • Agency Partners • Budget Implications • Staffing implications • IT dependencies • Facilities/space implications

11. Strategic Plan Reviews Plan Review and Use

12. Plan Review and Feedback • Enterprise support agencies (ESAs) review plans: • Governor’s Office of Planning and Budget (OPB) • Governor’s Office of the Chief Operating Officer (COO) • Georgia Technology Authority (GTA) • Department of Administrative Services (DOAS) • Agencies of the State Properties Officer (SPO) • State Accounting Office (SAO) • Comments entered in Horizon, followed by automated email notification

13. Plan Use • Agency Direction • Alignment (Resources and Policy) • Budget Development • Enterprise Support Planning • Accountability

14. Plan Use: ESA Planning • OPB: evaluate funding requests and monitor progress on Governor’s goals • GTA: identify enterprise technology needs, help agencies use technology more effectively, and develop the Georgia Enterprise IT Strategic Plan • DOAS: identify agency workforce needs and enterprise procurement opportunities for statewide contracts • SAO: identify common agencies goals or strategies, which could be addressed through enterprise solutions • SPO: identify space needs, coordinate implementation of infrastructure investments, and support portfolio management

15. Performance Reports, Policy Meetings, Plan Evaluation Reporting and Accountability

16. Agency Performance Reports • Midyear and Year-end Performance Reports: • All agencies submit in Horizon • OPB prepares state performance reports by policy area • Used to measure achievement of state and agency goals • Agencies report on all state indicators, measurable objectives and strategies • Quarterly Performance Updates: • Select agencies submit in Horizon (as designated by Governor’s Office/OPB) • Agencies report on status of priority strategies and quarterly state indicators

17. Evaluate Progress • Review progress at internal management meetings • Discuss at Agency Leadership and Policy Collaborative Meetings for improved accountability • Evaluate and adjust approach • Close out obsolete, completed or consolidated strategies in year-end performance report • Update plan as needed to accomplish goals

18. What’s New, Best Practices and Writing a Reportable Plan 2015 Strategic Plan

19. FY 2015: What’s New? • Plan refinement, not directional change • Evaluate progress, adjust strategies if needed • Identify strategies to carry forward vs. close • Address gaps and omissions • Review strategy implications (e.g., cost estimates, procurements, IT dependencies, staffing, facilities) • Select “None” if appropriate (new field) • Meetings with OPB

20. FY 2015: What’s New? Continued • Measureable objectives: • Not linked to strategies (measures goal achievement) • Enter X and Y in numeric field • Provide baseline date and target date • “from X as of date to Y by date” • Agency performance reports: • Measureable objectives reported only once, in a manner consistent with X and Y values • Status updates focus on progress of listed strategies • ESA assistance (select among choices) • Guidelines revised to include new appendices

21. Writing a Reportable Plan • Goal: Reflects agency’s top priorities and specific to core functions • Measureable Objective: • Measures goal achievement (i.e., outcomes, not the completion of strategies) • Includes time-bound baseline and target (X as of date to Y by date) • Target date is in the future, baseline is held constant • Performance is reportable using established method of calculation, consistent with X and Y • Strategy: • Describes high-level work an agency will do to achieve the goal • Is a descriptive, complex action comprised of multiple action steps • Starts with verbs like develop, design, establish, enhance, implement, etc. • Includes completed detail for budget, staffing, IT, and facility implications

22. Examples: What’s Wrong? • Goal: • G1: Improve customer service • Measureable Objectives: • MO1: Decrease call hold times by 75% • MO2: Increase number of customers surveyed from 75% to 95% • Strategies: • S1: Use technology to answer more calls • S2: Decrease call hold times • S3: Complaint resolution

23. Examples: Making the Plan Reportable • Goal: Improve the customer experience for applicants • Measureable Objectives: • Decrease call hold times from 20 minutes in 2014 to 5 minutes in 2016, based on monthly average • Increase customer satisfaction scores from 65% satisfied in 2013 to 80% in satisfied in 2016, using annual survey • Strategies: • Implement interactive voice recognition (IVR) technology • Enhance website self-service options • Develop internal communication plan for complaint resolution

24. Reporting on Your Plan • Performance Reporting (Measureable Objectives): • MO1: Decrease call hold times from 20 minutes in 2014 to 5 minutes in 2016 • MO2: Increase customer satisfaction scores from 65% satisfied in 2013 to 80% in satisfied in 2016

25. Reporting on Your Plan • Performance Reporting (Strategies): • S1: Implement interactive voice recognition (IVR) technology • S2: Enhance website self-service options • S3: Develop internal communication plan for complaint resolution

26. 2014 Close Out 2015 Updates 2014 Performance Status: Carry forward in 2015 plan? Status of green, yellow, red Yes. Include in 2015 plan Consolidated or significantly revised strategies Yes. Note change in 2014 year-end performance report Status of blue or black (i.e., completed, will not pursue) No. Close out in report and do not include in 2015 plan Example Strategies: S1: IVR (Green) S2: Web self-service (Yellow) S3: Communication plan (Blue) Example Strategies: S1: Include in 2015 plan S2: Include in 2015 plan S3: Do not include in 2015

27. How to View, Print and Export plans Horizon System

28. Horizon System • Security Online Login • Request access via IT ticket • Few revised data fields • Advance and submit • Agency performance reports • View, print and export features (demo)

29. Timeline: • Strategic planning guidelines: March 25, 2014 • Horizon open for data entry: April 28, 2014 • Agency strategic plans due: June 13, 2014 • Enterprise support agencies review: July 31, 2014 • Agency performance reports due (all agencies): July 31, 2014; December 31, 2014; and July 31, 2015 • Quarterly performance reports due (select agencies only): April 18, 2014; October 17, 2014; and April 17, 2015

30. Summary Let’s review …

31. What You’ve Learned • Plan refinement, not directional change • Annual update to 2013-2016 plan • Align budget requests with plan • Objectives are X as of date to Y by date • Reporting: semi-annual for all strategies and quarterly status for select priorities • OPB available to meet prior to 2015 updates • Agency plans due June 13, 2014

32. Questions? • Alice Zimmerman, Coordinator • Allen Fox • Ashley Pandit • Finis Whitt OPB Planning Staff: