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Performance Measurement System for the Public Works Manager

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Contents

Keeping up with change.............................................................5Compstat...........................................................................6Exercise...........................................................................8CitiStat...........................................................................9History:...........................................................................9Exercise...........................................................................12Exercise...........................................................................14The Budget.........................................................................15Exercise...........................................................................19Culture............................................................................21Exercise...........................................................................22Changing the culture...............................................................24Exercise...........................................................................25Resistance.........................................................................26Reaching out within................................................................31Building your goal.................................................................32Exercise...........................................................................33Performance Experiment.............................................................34The Team...........................................................................37Set Ground Rules...................................................................38Forming -Storming- Forming- Performing (FSNP.......................................38Forming............................................................................39Storming...........................................................................40Norming............................................................................41Performing.........................................................................42Prioritize.........................................................................43Parking lots.......................................................................43Road Maps..........................................................................44Sample Categories for Public Works divisions' collection data......................51Exercise...........................................................................51Form Design........................................................................52Notes:.............................................................................55Absences and Attendance............................................................57Overtime/Vehicle Assignment........................................................59Exercise...........................................................................60Notes:.............................................................................61Task Assessment....................................................................63End of daily report................................................................64The Reporting Cycle Summary........................................................67The Performance Cycle..............................................................68The Total column...................................................................72The Average column.................................................................72The Previous Cycle column..........................................................72Year to date column................................................................72Exercise...........................................................................73Notes:.............................................................................74The Room...........................................................................78The Speaker........................................................................79The Manager........................................................................79The Tenets.........................................................................80Accurate and Timely Intelligence Shared by All.....................................80Rapid Re-Deployment of Resources...................................................81Effective Tactics and Strategies...................................................81Relentless Follow-up and Assessment................................................82Exercise...........................................................................83Exercise...........................................................................83Exercise...........................................................................84Mapping............................................................................85Road Division......................................................................86Grounds Division...................................................................86Buildings & Recreation.............................................................86Shade Tree Division................................................................86Sewer Division.....................................................................86Solid Waste........................................................................88Code Enforcement...................................................................88Transportation.....................................................................88Mechanics..........................................................................88Finance............................................................................88Monthly Report.....................................................................89Formulating Quarters...............................................................93Quantitative and Qualitative.......................................................93Problems with This program.........................................................97

Chapter One

Our daily services are all too invisible to the naked eye until things go awry. We must do a better job to communicate the value of our services.

What is performance management?

To some people, performance management means collecting Performance information. To others it implies an appraisal. Utilizing the Compstat and Citistat system within Public Works book's definition incorporates a range of different tools and activities used to drive improvement.

I define performance management as: "Taking action to increase performance of services for users and the public". Action may be at individual, team, service, organization or department level.

Improvement to outcomes should benefit service users but does not always mean increased service levels - sometimes better outcomes can mean delivering better value for money.

Reducing levels of service in one area may free up resources to be used more effectively elsewhere. Performance management will look different in different places, but effective organizations share some common characteristics.

These are:

* Real-time, regular and robust performance data * Can-do culture inspired by strong...