Service Accountability for programs, agencies and service systems

Review population accountability Result: children live in stable families Indicators: Percentage of children in poverty Percentage of families receiving centrelink Percentage of child support paid Rates of notifications of abuse and neglect

Choosing the best indicators for a result Communication Power Representative Power Data Power

Applying indicator criteria (H, M, L) Indicators Percentage of children in poverty Percentage of families receiving centrelink Percentage of child support paid Rates of notifications of abuse and neglect Communication Power Representative Power Data Power

Performance Accountability Managers know how their program works 1.Identify 3 most important measures for your program. 2.Explain how the program is doing against these measures 3.How can we improve performance?

Change agent vs industrial models (input and outputs) In the change – agent, the program provides services (effort) that leads to changes in the well being of clients, families or communities (effect) In this model the “number of clients served” is not an end product. Serving clients as a means to change in customer or social conditions, the true end or purpose of the work.

Three Simple Performance Measures How much did we do? How well did we do it? Is anyone better off?

EFFORT and EFFECT Quantity of effort: how much service was provided? Quality of effort: How well was the service provided? Quantity of effect: how many customers are better off? Quality of effect: What % of customers are better off and how are they better off?

Performance measurement categories How much did we do? How well did we do it? Is any one better off? # % QuantityQuality Effect Effort

Education Number of students Student teacher ratio Number of high school graduates % of high school graduates

Drug treatment Number of persons treated % of staff with qualifications Number of clients off drugs At exit 12 months post exit % of clients of drugs At exit 12 months post exit

Fire brigade Number of response Response time Number of fire related deaths (in catchment area) Rate of fire related deaths (in catchment area)

Dieting Number days on diet % of days on diet Amount of weight loss % of desired weight loss

Performance measurements are NOT equal LEAST Inportant 2 nd MOST important Is any one better off? 3 rd MOST MOST important important QuantityQuality Effect Effort

Customer Satisfaction 1.Did we treat you well? 2.Did we help you with your problems? Were you treated with respect (how well) Has your child’s behaviour improved since we started working with you? (Anyone better off?)

Matter of control Most control Is any one better off? Least Control QuantityQuality Effect Effort We have least control over the most important measures

Summary of Performance measurements How much did we do?How well did we do it? # Customers served% common measures Workload ratio, staff turn over, staff morale, % staff fully trained, work safety, unit cost, customer satisfaction: Did we treat you well? # Activities% Activity –specific measures % of actions timely and correct, % of clients completing activity, % of actions meeting standards Is anyone better off? # Skill/ Knowledge% Skill/ Knowledge # Attitude/ opinion% Attitude/ opinion # behaviour% behaviour # Circumstance% Circumstance QuantityQuality Effect Effort

The 7 Performance accountability Questions Who are our customers? How can we measure if our customers are better off? How can we measure if we are delivering services well? How are we doing on the most important of these measures Who are the partners that have a role to play in doing better? What works to do better, including low cost and no cost ideas? What do we propose to do?

Next week: 1.Bring a copy of your services strategic directions 2.Complete Service accountability worksheet