A new model for public library and information services evaluation: SIADAP +B

1. IFLA Management & Marketing Section Satellite Meeting Bergen, 11th July 2005 A new model for public library and information services evaluation: SIADAP+B Leonor Gaspar Pinto Lisbon Municipality; INCITE – The Portuguese Association for Information Management (PORTUGAL) Paula Ochôa INCITE – The Portuguese Association for Information Management (PORTUGAL)

2. Summary • Background and conceptual framework • Determinants • The model: 4 action-oriented pillars • Implementation stages • Research questions • Concluding remarks L.G. Pinto & P. Ochôa

3. 1986 – Creation of the Administrative Modernisation Secretariat Quality Strategy 1994 – Quality in Public Services Prize 2000 – CAF, Lisbon Strategy Portuguese governments have been responsive to the European quality agenda Positive impact on public services, but lower than what was possible and expected BACKGROUND Quality Policy for Portuguese public services “Our new government is very creative. It has dumped all previous reforms” Vice President Al Gore L.G. Pinto & P. Ochôa

4. BACKGROUND Organização da administração Directa do Estado (Lei nº 4/04) de 15 Janeiro Lei-Quadro dos Institutos Públicos (Lei nº 3/04 de 15 Janeiro Estatuto do Pessoal Dirigente (Lei nº 2/04 de 15 Janeiro Sistema Integrado de Avaliação do Desempenho (Lei nº 10/04 de 22 Março) Performance Evaluation Policy for Portuguese public services PA REFORM (2004) 7 AXES • State Organization • Administration Organization SIADAP Integrated System for Public Administration Performance Assessment Law 10/2004 • Leadership & Responsability • Merit & Qualification • Value and Training • Culture of service • e-Government L.G. Pinto & P. Ochôa

5. BACKGROUND Quality , performance measurement ... and LIS in Portugal Relevance of Experiences Quality Performancemeasurement L.G. Pinto & P. Ochôa

6. BACKGROUND Quality issues in Portuguese LIS case studies There is no specific National Policy towards quality management or performance evaluation in the LIS sector ONLY (GOOD) ISOLATED EXPERIENCES • Focusing on performance and results • Improving customer orientation • Application of ISO standards on performance evaluation • Citizen charters • OQKIS - Observatory on Quality of Knowledge and Information Services (2001-2004) L.G. Pinto & P. Ochôa

7. BACKGROUND The case of the Library of the General Secretary(Ministry of Education) • 1996 – Launches a TQM Program • Performance evaluation methodology based on Quality Standards and a Citizen Charter • 1998 – First Library to win the Portuguese Quality in Public Services Prize • 2004 – Recognized as a national “good practice”, the Director of the Library of the General Secretary (Min. Education) represented Portugal in the 3QC – 3rd Quality Conference for Public Administrations in the EU (15-17 September, Rotterdam, The Netherlands) L.G. Pinto & P. Ochôa

8. BACKGROUND Quality, performance measurement ... and LIS in Portugal LIS –6 reasons for performance evaluation(C. Abbott, 1994) • The political imperative • Accountability to the parent institution • Performance indicators and quality • Accountability to customers • Performance indicators and service level agreements Apply & adapt SIADAP to LIS Enhance LIS professionals’ social value L.G. Pinto & P. Ochôa

9. SIADAP+B is... S System I Integrated MODEL A Assessment D Performance A Administration P Public SIADAP +B +BLibrary and Information Services L.G. Pinto & P. Ochôa

10. Overview Organizational Self-assessment CAF S IADAP Strategic Evaluation Balanced Scorecard S IADAP Process Evaluation EAP Inputs Processing Outputs Outcomes SIADAP L.G. Pinto & P. Ochôa

11. Determinants ofSIADAP+B(I) Sustainable growth Customer value LIS advantage Strategic assets Core competences Organisational Relationships Strategy – Systems - People SIADAP+B L.G. Pinto & P. Ochôa

12. Determinants of SIADAP+B (II) Role transformation 1 Decision Decision Process redesign 2 Control Control 3 Value added Reporting Reporting Integrated Systems 4 Information Processing Information Processing CURRENT FUTURE L.G. Pinto & P. Ochôa

13. 1 Librarians’ role transformation Measurement Learning cycles Peers Learning Interorganisational Learning Facilitator of Organisational Evaluation Interprofessional Learning Librarian New role towards social impact Librarian Identity Role Distinction Role Adoption Change Role Transition L.G. Pinto & P. Ochôa

14. Value added: competence scorecard 3 Dynamic Competence Scorecard Cooperation Management Know-how Performance Monitoring Organisation Memory Competence Management Resource Management Adap. L. Moutinho (2005) L.G. Pinto & P. Ochôa

15. Value added: project themes and drivers 3 INCITE Collaboration + Partnering A profession focused on performance and value creation Innovation + Evidence based librarianship Observatory of Information-Documentation Professionals Professional Competences Image Study Marketing Policy L.G. Pinto & P. Ochôa

16. Level 3 Level 1 Level 2 Level 4 Process redesign & Integrated System 2 3 Organizational Self-assessment CAF S IADAP Strategic Evaluation Balanced Scorecard S IADAP Process Evaluation EAP Inputs Processing Outputs Outcomes SIADAP L.G. Pinto & P. Ochôa

17. 4 Action-oriented pillars SIADAP+B INNOVATION IN LIS SECTOR Balanced Scorecard CAF SIADAP ISO performance measures and indicators L.G. Pinto & P. Ochôa

18. Common Assessment Framework (CAF) Level 1 ENABLERS RESULTS Human Resources Management People Results Process and Change Management Strategy & Planning Customer/citi zen-oriented Results Key Performance Results Leadership Partnership & Resources Impact on Society Innovation and Learning L.G. Pinto & P. Ochôa

19. Balanced Scorecard Level 2 Results Organisational Behaviour Clients-Citizens and Society Internal Processes Intelectual Capitalual Tomorrow Today Renewal and Development L.G. Pinto & P. Ochôa

20. Process Evaluation Struture (EAP) Level 3 Objectives Inputs ProcessingSystem Outputs Outcomes MEASURING Resources MEASURING Technical Services MEASURING Clients’ perceptions Services & products etc. MEASURING Impact on society Standards for Library Performance Evaluation L.G. Pinto & P. Ochôa

21. Integrated System for Performance Assessment of Public Administration (SIADAP) Level 4 Each worker’s objectives Results’ evaluation Organization's objectives Units’ objectives Evaluation of performances Managers & Workers = Negotiation process Strategic Analysis Action Plan Key perfor-mance indicators Activities Report Annual Management Cycle L.G. Pinto & P. Ochôa

22. Levels of integration (I) Level 1 5 2 1 1 4 1 3 1 3 Level 2 4 1 3 2 5 L.G. Pinto & P. Ochôa

23. Levels of integration (II) User Perception Indicators Technical Services Indicators Public Services indicators HR Availability and Use Indicators Level 2 Level 3 4 3 2 1 3 2 5 4 5 Level 4 SIADAP 1 2 3 4 5 L.G. Pinto & P. Ochôa

24. SIADAP+B integrated modelStructural Elements Strategic Focus Integrated Monitoring Strategic Map (Re)Aligment of People & Resources Performance indicators Goals Initiatives Based in Trullenque & Liquete, 2002 L.G. Pinto & P. Ochôa

25. SIADAP+B’s implementation stages Planning Observatory of I-D Profession INCITE Evaluation Difusion Observatory of I-D Profession LIS community Implementation Control Library Min. Education L.G. Pinto & P. Ochôa

26. SIADAP+B integrated modelMarketing strategy • LIS Professional competences-driven • LIS Professional social value-driven www.incite.pt L.G. Pinto & P. Ochôa

27. SIADAP+B integrated modelRelated Research Questions • Projects for indicators, statistics and performance targets; • Improvement in service provision; • Development of service profile based on staff competencies and quality services • Levels of organisational learning L.G. Pinto & P. Ochôa

28. Concluding remarks • Every model will fail to produce their potential benefits unless they are actively led and supported by individuals who believe that they can and should make a positive difference to the stakeholders. • LIS professionals need the “three Ts”: • Time • Trust • Tenacity L.G. Pinto & P. Ochôa

29. “Every good idea consists of three phases: firstly scepticism, then resistance and finally enthusiasm.” Arthur Schopenauer L.G. Pinto & P. Ochôa

30. Thanks for your attention! Leonor Gaspar Pinto maria.pinto@cm-lisboa.pt Paula Ochôaplochoa@min-edu.pt www.incite.pt L.G. Pinto & P. Ochôa