1. Increasing Productivity in the OAS Country Offices Office of the Assistant Secretary General Coordinating Office Presented by Kevin M. Isaac July 27, 2006

2. Overview The complexity of human behavior means there is no standard set of rules that necessarily apply in every situation, whether it be in the OAS or elsewhere. However, continuous improvement in productivity is key to making OAS Country Offices more efficient, cost-effective and relevant in the delivery of services. It is envisaged that increasing productivity will ultimately influence behaviors, standards of operation, choices made by the Country Representatives and how they use and apply modern technology in their daily work.

3. Definition of Strategy and Policies OAS Country Office Staff will be made aware of policies and strategies planned by the Office of the Assistant Secretary General and the time-frame involved in achieving stated objectives. The objectives and benefits of defining the new vision and strategies will be clearly communicated by the Coordinating Office to all OAS Country Offices to eliminate uncertainty and promote synergy and a common understanding.

4. Concept- what productivity means for the Coordinating Office? In an Organization such as the OAS, productivity cannot be measured in terms of volume, quantity of items produced, and the dollar value of items produced. Because the OAS is a provider of services to governments its becomes harder to measure productivity given the intangible nature of the “product” involved; however...

5. Concept- what productivity means for the Coordinating Office? For the Coordinating Office, productivity will mean a standard measurable level of output per OAS Country Office relative to input. Productivity is defined as the measure of efficiency in terms of the use of human resources. The Coordinating Office will measure Productivity on a bi-annual basis.

6. Concept- what productivity means for the Coordinating Office The Coordinating Office will base its productivity measurements on the number of programmed activities performed relative to mandates, programs, and projects outlined by OAS Country Offices in the annual work plans for a particular year. The Coordinating Office will measure whether the services delivered meet OAS guidelines and Member States standards. The Coordinating Office will also monitor whether applicable deadlines and benchmarks are being met.

7. How Coordinating Office measures productivity in OAS Country Offices? Implementation of policies, mandates, priorities, activities Responses using management tools Creativity of OAS Representatives Increase output per input Benchmarks Responses from Stakeholders Limitations Feedback

8. Coordinating Office Measurement Tools Strategy – how well OAS Country Offices achieve annual objectives Performance Evaluations Questionnaires Education and Training of Country Office Staff Rotation Adequate and Continuous Oversight of OASCO Development of Appropriate Indicators Cost Reduction

9. Management tools to increase productivity Reduce time-lag in providing services, promoting programs, projects, and activities Ensure optimal utilization of human resources and technologies Improve time-management as a factor of productivity Recognize and respond appropriately to perceived problems Develop mechanisms for continuous exchange of information and knowledge

10. Management tools to increase productivity Continuous flow of information/observations from the OAS Country Offices to the Coordinating Office Information on strategy and expectations from CO Promote and develop most cost-effective ways to execute programs, project, activities Regular feedback from CO to OASCO Representatives will be required to monitor the time spent on activities and results obtained per quarter.