Performance Measurement What is it? Why do it? Examples and criteria Types of measures How do we do it? Region of Waterloo context

What is it? Performance measurement is measuring service delivery and efficiency For example, a pizza chain may have 30 minute pizza delivery standard. It would track % of deliveries meeting that standard and how much it costs to meet that standard Measures to supply staff and management with indicators assists in providing superior service to clients, in an efficient manner

Why do it? What gets measured gets managed If you don't keep track of how you are doing, how do you know if you've done well? Creates a feedback cycle, provides feedback to management and staff on performance Baseline measure of performance, change process, measure after changes for effect of changes

Examples Performance measures can be as simple as how often the carpet gets cleaned or how long it takes to replace a burnt out light bulb # of people on a waitlist to get into Sunnyside # of restaurant health inspection failures Measures need to be relevant, timely, and accurate

Measure criteria Relevant – one can count the number of different colours of sweaters in the cafeteria, but does it help performance in any way? Timely – if the measure is not available until three years after, can management base decisions on it? Accurate – if the measure isn't accurate, can we use it to support decisions?

Types of performance measures Efficiency How much it costs to deliver a level of service $ cost per EMS vehicle in-service hour, $/km to clear roads in winter Effectiveness How well public need is met Three subsets, community impact, service level, and satisfaction Community impact % of waste diverted from landfills Service level (volume delivered) # of km of roads maintained, megalitres of water treated Customer satisfaction Clearance rate of violent crimes, client survey from Sunnyside

Measure evaluation Performance measures can be evaluated in a number of ways Trending over time measure own area's performance over time Peer comparison compare area's performance with peer group Comparing effectiveness with efficiency compare service level with cost of service

Measure evaluation– effectiveness versus efficiency

Region of Waterloo context The Region of Waterloo participates in performance measurement Ontario Municipal Benchmarking Initiative (OMBI): a collaborative with upper and lower tier municipalities, annual report Municipal Performance Measurement Program (MPMP): mandatory annual submission, with the annual Financial Information Report (FIR), to the ON Ministry of Municipal Affairs Internal Performance Measurement Program (IPMP): internal measures, updates range from monthly to annually

Region of Waterloo context Partnerships with other stakeholders include: National Water and Wastewater Benchmarking Initiative (NWWBI) pdf pdf Canadian Urban Transit Association (CUTA) Reporting to various Ontario provincial ministries, including: Ministry of Environment Ministry of Health and Long-term Care Ministry of Community and Social Services Ministry of Children and Youth Services