A Framework and Set of Tools for Improving Performance & Results

1. A Framework and Set of Tools for Improving Performance & Results Deb Montesinos, Consultant, Montesinos & Associates Tim Burch, Research & Policy Data Manager, Women’s Initiative For Self-Employment

2. Results-Based Accountability • Results Accountability is a disciplined way of thinking and taking action that can be used to improve the quality of life in communities, cities, counties, states and countries. • Results Accountability can also be used to improve the performance of programs, services, and agencies.

3. Results Accountability COMMON LANGUAGE COMMON SENSE COMMON GROUND

4. THE LANGUAGE TRAPToo many terms. Too few definitions. Too little discipline. Benchmark Outcome Result Modifiers Measurable Core Urgent Qualitative Priority Programmatic Targeted Performance Incremental Strategic Systemic Indicator Goal Measure Objective Target Lewis Carroll Center for Language Disorders

5. Results Based Accountability Population Accountabilityabout the well-being ofWHOLE POPULATIONS For Communities – Cities – Counties – States - Nations Performance Accountabilityabout the well-being ofCUSTOMER POPULATIONS For Programs – Agencies – and Service Systems is made up of two parts:

6. RESULT or OUTCOME A condition of well-being for children, adults, families or communities. Population INDICATOR or BENCHMARK A measure which helps quantify the achievement of a result. PERFORMANCE MEASURE A measure of how well a program, agency or service system is working. Performance DEFINITIONS Children born healthy, Children ready for school, Safe communities, Clean Environment, Prosperous Economy Rate of low-birthweight babies, Percent ready at K entry, crime rate, air quality index, unemployment rate Three types: 1. How much did we do? 2. How well did we do it? 3. Is anyone better off? = Customer Results

7. IS IT A RESULT, INDICATOR OR PERFORMANCE MEASURE? Safe Community Crime Rate Average Police Dept response time An educated workforce Adult literacy rate People have living wage jobs and income % of people with living wage jobs and income % of participants in job training who get living wage jobs RESULT INDICATOR PERF. MEASURE RESULT INDICATOR RESULT INDICATOR PERF. MEASURE

8. Criteria for Choosing Indicatorsas Primary vs. Secondary Measures Communication Power Does the indicator communicate to a broad range of audiences? Proxy Power Does the indicator say something of central importance about the result? Data Power Quality data available on a timely basis.

9. “All performance measures that have ever existed for any program in the history of the universe involve answering two sets of interlocking questions.”

10. Performance Measures Quantity Quality HowMuch did we do? ( # ) HowWell did we do it? ( % )

11. Performance Measures Effort How hard did we try? Effect Is anyone better off?

12. Performance Measures Quantity Quality How much service did we deliver? How welldid we deliver it? Effect Effort Output Input What quality of change/ effect did we produce? How much change/effect did we produce?

13. % Skills / Knowledge(e.g. parenting skills) # % Attitude / Opinion(e.g. toward drugs) # % Behavior(e.g.school attendance) # % Circumstance (e.g. working, in stable housing) # Separating the Wheat from the ChaffTypes of Measures Found in Each Quadrant How much did we do? How well did we do it? # Clients/customers served # Activities (by type of activity) % Common measures % Activity specific measures Is anyone better off?

14. Education Quantity Quality How well did we do it? How much did we do? Number ofstudents Student-teacherratio Is anyone better off? Effect Effort Number ofhigh schoolgraduates Percent ofhigh schoolgraduates

15. Drug/Alcohol Treatment Program Quantity Quality How much did we do? How well did we do it? Percent ofstaff withtraining/certification Number ofpersonstreated Effect Effort Is anyone better off? Number of clientsoff of alcohol & drugs- at exit - 12 months after exit Percent of clientsoff of alcohol & drugs- at exit- 12 months after exit

16. Not All Performance Measures Are Created Equal Quantity Quality How much did we do? How well did we do it? LeastImportant AlsoVery Important Effect Effort Is anyone better off? MostImportant

17. The Matter of Control Quantity Quality How much did we do? How well did we do it? MostControl Effect Effort Is anyone better off? LeastControl PARTNERSHIPS

19. ONE PAGE Turn the Curve Report: Program performance: ____________ Performance Measure (Lay definition) PerformanceMeasureBaseline Story behind the baseline -----------------------------------------------------(List as many as needed) Partners --------------------------- --------------------------- (List as many as needed) Three Best Ideas – What Works 1. ---------------------------2. ---------------------------3. ---------No-cost / low-cost4. --------- Off the Wall

20. How Population &Performance AccountabilityFIT TOGETHER

21. THE LINKAGE Between POPULATION and PERFORMANCE POPULATION ACCOUNTABILITY Healthy BirthsRate of low birth-weight babiesChildren Ready for SchoolPercent fully ready per K-entry assessmentSelf-sufficient FamiliesPercent of parents earning a living wage PERFORMANCE ACCOUNTABILITY POPULATIONRESULTS Contributionrelationship Alignmentof measures Job Training Program # personsreceivingtraining Unit costper persontrained Appropriateresponsibility # who getliving wage jobs % who getliving wage jobs CUSTOMERRESULTS

22. IN CLOSING

23. “If you do what you always did,you will get what you always got.” Kenneth W. JenkinsPresident, Yonkers NY NAACP

24. THANK YOU ! WEBSITES: www.raguide.orgwww.resultsaccountability.com