1. Policy Research Shop Support for the Policy Research Shop is provided by the Ford Foundation and by the Fund for the Improvement of Postsecondary Education, U.S. Department of Education. Policy Research Shop Performance Measurement in New Hampshire: A Comparative Case Study Analysis Prepared for: New Hampshire Department of Safety The contents of this report were developed under grant P116B100070 from the U.S. Department of Education. However, these contents do not necessarily represent the policy of the U.S. Department of Education, and you should not assume endorsement by the Federal Government.

2. Policy Research Shop Project Mission How can the New Hampshire Department of Safety develop and implement a system of performance measurements for each division?

3. Policy Research Shop Executive Summary Introduction What is performance measurement and strategic planning? What are performance measures? Common practices Case studies: 7 Divisions and specific measurements

4. Policy Research Shop What is performance measurement?

5. Policy Research Shop Strategic Plan Vision & Mission GoalsObjectives Performance Measures Data Collection

6. Policy Research Shop Performance Measures Input Output Outcome Efficiency Quality Error Rate Revenue Compliance These measures should be quantifiable, tangible, and realistic.

7. Policy Research Shop Characteristics of Successful Performance Measurement Systems Executive leadership Agency-wide support and participation Step-by-step guides Regular check-ups Patience

8. Policy Research Shop Common Practices Stat-ing

9. Policy Research Shop Lean

10. Policy Research Shop Balance Scorecard

11. Policy Research Shop Possible Measures: – Number of payments made on time (compliance) – Building energy use (efficiency) – Number of audits conducted (output) – Percent of increased state and federal grants (outcome)

12. Policy Research Shop Possible Measures: – Number of calls received (input) – Percentage of calls answered within time frame (efficiency) – Average speed to answer calls (efficiency) – Number of quality assurance reviews conducted (output)

13. Policy Research Shop Possible measures: – Gross number of investigations (output) – Average cost/time for each (efficiency) – Percentage of investigations started in past year that are still open (outcome) – Number of citations for unlicensed electricians issued in the past year (compliance)

14. Policy Research Shop Possible Measures: – Number of students that enter Fire Academy (input) – Graduation Percentage (output) – Proportion of equipment available and in useable condition (preparedness) – Proportion of graduates employed (outcome)

15. Policy Research Shop Possible measures: – Graduation Percentage (outcome) – Number of lecture and training hours (quantity) – Number of appropriately equipped EMS vehicles (quantity) – Average response time after dispatch (efficiency)

16. Policy Research Shop Possible Measures: – Motor vehicle crash fatalities (input) – Average percentage of seatbelt usage (quantity) – Emergency response time (efficiency) – Number of Motorists Assisted (outcome)

17. Policy Research Shop Possible measures: – Customer wait times (efficiency) – Employee morale as reported in a divisional survey (input) – Conviction rate of fraud investigations (compliance, efficiency) – Amount in fines collected through “plea by mail” option (revenue)

18. Policy Research Shop Possible Measures: – Number of working power generators (quantity) – Number of working snow plows (quantity) – Number of citizens reporting power outages – Rate of power outages being fixed (efficiency)

19. Policy Research Shop Conclusion Core of performance measures are: – Specific mission and vision of agency – Detailed levels of objectives and goals that are preferably quantifiable Best measures can be backed by numbers or statistics – But this is not applicable to every department – All measures should be connected to overarching mission