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Building a Sustainable Performance Management Framework

..Supporting Government Programs with Valuable Data

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What is your passion?

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Selling

“Transference of feeling” __Famous Sales Trainer, Zig Ziglar

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A Tool for Inspiration

“I think there is a common vision of what we don’t want, and that becomes a powerful motivator of what we do.”_Community Citizen

• Have Clear & Understandable Goals “Help the manatee…”

• Promote & Celebrate Success– …BANDWAGON EFFORT– Progress Attracts Resources

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Going to the same destination

…..Everyone being on the same bus

Visioning……..

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A Sustainable Performance Framework.........

• Withstands dynamics– Organizational structure– Staff turnover

• Reason to exist– Engages “spirit” of organization

Copyright 2010 Kaye Kendrick & Associates

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Fight or Flight!!!.....

• Applies to Data, as well as Predators….• Reasoning is Suffixed with Emotion• Feelings Emerge in Milliseconds..

– Reasoning & Conscious Thought Much Later…– Highly Biased, though…….

• Rationalize…• Lawyer, rather than Scientist

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Why is it so Important?

Be SuccessfulCompetitive AdvantageAbility to InnovateReasonable Costs

..........existence!!!!!!!

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- Over 50% of Businesses Fail in the First Five Years

- Governments & Not-for-Profits - Challenged to Sustain - Justify their Existence

….a Sustainable Performance Framework can help

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The Time Has Come…………

• Since the beginning of the 20th century• Strategic Planning• Performance-based Budgeting• Information Technology• Enterprise Risk Assessment**********************************

–Have we used our money successfully?....

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The Right Measure at the Right Place

• Strategic • Long-term changes /Strategic Planning

• Program• Near-term / Performance-based Budgeting

• Process• Daily / Total Quality Management

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Planning & Accountability

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Performance Hierarchy

• Strategic To want extent is there a problem?

• ProgramIs the solution addressing the problem effectively?

• OperationalIs the solution delivered with level of quality & efficiency desired?

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Defining the Components

• Outcomes (Results)• Outputs (Services)• Projects (One-time Events)• Inputs (Resources)

Copyright 2010 Kaye Kendrick & Associates

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A Comprehensive Approach

Copyright 2010 Kaye Kendrick & Associates

Products and Services

WHY

HOW

Projects

Resources

Desired Results

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COUNTY OF SANTA CLARAANIMAL CARE & CONTROL

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Defining Outcomes

Healthy Animal Populations

Unwanted Animal Population Reduced

Healthy Community

Animal Cruelty Prevented

Animal Neglect Prevented

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Levels of Outputs (Services)

Define “card catalog” of services or core processes

• Service Area• Products• Activities********************Needed to determine cost-efficiency

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Card Catalog of Services

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Desired Approach

• By Program – Overcomes Silos

• Not Organizational Structure

Floridians withDisabilities Have Fair

EmploymentOpportunities

GOAL 1Foster Employment

Opportunities for Peoplewith Disabilities

Public Awareness ofDisability Issues

GOAL 4Strengthen Public

Awareness/Education

Business LeadershipNetwork Membership

Increased

BLN Workshops

Grant Job ReadinessCriteria

Employment PlacementsIncreased

Number of Employee Placements

Increased YouthProgram Delegates

Tomorrow’s WorkforceCurriculum for YLF and

HS/HT

Agency EmergencyGrants

Emergency Grants toIndividuals

Native American RFP

RFP in Area of Need

Regional Grant Training

Increased Eligible GrantsDisbursement

GOAL 3Increase Grants to

Agencies and Personswith Disabilities

Participation in SixDisability-Related

Conferences

Implementation of Pre-and Post-Grant Surveys

Student Awareness ofEntrepreneurial Grant

Funds

Grant Information to ESECoordinators

Site Visits

Grant Guideline Re-Assessment

Grants Program

Donor Awareness ofFinancial Benefits

Increased EndowmentsIncreased Individual

Contributions

Conveyance of Hiring BenefitsThrough BLN

BLN Presentations

Legislative Advocacy

Adequate Funding

Publications

Education

Reach Out to Personswith Disabilities

Advertising

Targeted GroupsCommunication

Conference Exhibits

Direct Mail

List Serves on the Web

Press Releases

Ambassador Program

Dollar Amount ofEndowments

Increased GovernmentFunding

Dollar Amount ofFederal Grants

Dollar Amount ofState Grants

Dollar Amount ofFSECC

Increased CorporateFunding

Dollar Amount ofFoundation

Funds

Dollar Amount ofCorporate Funds

Dollar Amount ofCollaboration

Funds

Dollar Amount ofIndividual

Contributions

Mar-a-Lago Breakeven

Fund Raising Events

Endowment Articles

Focus Groups

Video

Etiquette Book

Special Publications

Endowment Seminars

Broaden and IncreaseFunding Sources

GOAL 2

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LEGEND

WHY

HOW

THEN

IF

RESULTS

SERVICES

PROJECTS

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1

1

4

4

4

1

4

4

4

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4

4

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4

2

2,4

2,4

4

2

2

4

1

3

3

3

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3

3

3

3

3

3

4

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Programs & Sub-programs

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Determining Measurements

Public Protected from Vicious Animals

Public Protected from Diseased Animals

Healthy Animal Populations

Healthy Community

Reduced Traffic Accidents Due to

Animals

Reduced Animal Carcasses on Roadways

Reduced Human Injuries From Animals

Reduced Animal- Transmitted Diseases

Reduced Diseased Animals

Reduced Vicious Animal Attacks

% transmitted diseases per resident population by disease type

% animal carcasses removed per lane miles of paved road % animal attack reports per resident

population (public health dept.)

% diseased animals per licensed animal population, by disease type

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ANIMAL CONTROL PURPOSE

Healthy Community

DESIRED RESULTS

Reduce human injuries from animals through public protection from vicious and diseased animals by promoting healthy animals and reducing the incidence of stray, abused and diseased animals

% Diseased Animals per Licensed Animal Population, by

Disease Type

% Animal Attack Reports per Resident Population

(based upon pubic health department records)

% Transmitted Diseases per County Resident

Population, by Disease Type

Fatalities/Injuries Due to Abuse/Neglect (based upon licensed animal population)

% Animals Picked Up Without Tags, With

Disease, Malnourished

% Animals Picked Up With Tags, With Disease

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Animal Care & Control Budget – FY 2010

• Total Funding $2,394,240• Total Revenue $332,430• Cost Recovery 13.9%• Spay/Neuter Program $139,000

– Base funding: $111,000 – Donations: $ 28,000

• Need to increase cost recovery through grants, licensing, adoptions, donations, etc.

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Intake Outcome Data Since 2006Animal Positive Outcome Rates fairly constant:

Intakes Positive Outcome Rate

– FY 2006 3,086 63%– FY 2007 3,124 73%– FY 2008 2,850 69%– FY 2009 3,219 72%– FY 2010 3,323 67%– FY 2011 3,474 67%

2009 National positive outcome rate ………..55%

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Strategy to Address Intake Results

• Annual Animal Intakes have Increased – Increase Public Awareness

• Outreach • Education

– Expanded Spay/Neuter Program• Facility Constraints will not Accommodate

– Need to Reach Out • Foster, rescue, and volunteer groups• Increase Collaborative Efforts with

Regional Shelters

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From

Traditional Animal Control Responsible Pet Care

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Public Education

• Most powerful tool to change behavior (people & animals)

• Build awareness – change perception of Animal Care & Control

• Provide information to support making good choices – reducing animal bites– controlling animal population– supporting a healthy environment

for people and animals

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Collaborative Shelter Services

• Encourage regional support and maintain consistent data reporting with neighboring shelters

• Join in regional coalition efforts to place and house animals

• Network with foster, volunteer, and rescue programs

• Shared shelter services with local cities

• Exploring various TNR (trap/neuter and return) programs

• Increase Shelter awareness through website, Facebook Fan Page, press releases and outreach materials 28August 2011

Bite Percentage by Breed - Unincorporated

Santa Clara County

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Type Percentage Unaltered Altered

Pit Bull-type 11.2% 8.7% 2.5%

Labrador Retriever 10.5% 4.4% 6.1%

Chihuahua 8.9% 5.0% 3.9%

German Shepherd 8.7% 4.6% 4.1%

Terrier 4.0% 2.0% 2.0%

Rottweiler 3.6% 2.0% 1.6%

Chow Chow 3.2% 1.4% 1.8%

Jack Russell 3.0% 0.8% 2.2%

Siberian Husky 3.0% 1.4% 1.6%

Border Collie 2.5% 0.4% 2.1%

All Others 41.4% 69.3% 72.1%29August 2011

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Biting statistics - Spay/Neuter Program• Community concerns relating to dog

bites required improvement • Based upon statistics, altering a dog

does not prevent the dog from biting. • A bite from a large dog may result in

more serious injury.– a voluntary large dog spay/neuter

program in lieu of an ordinance for mandatory spay/neuter of pit bull-type dogs.

• Due to budgetary constraints private donations and grants must be sought to continue and enhance program.

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Bite Incident Decline Initiative• Research - bite prevention education for

elementary school-age children reduces bite incidents

• In 1998, the State of Nevada taught first grade students proper behavior when interacting with dogs to help children avoid a negative dog experience. – A study in Clark County showed a decline of

over 11% in victims age group 5-9 years seeking medical treatment.

– The educational program was the only thing that was new.

• The County of Santa Clara will implement a similar program and maintain bite statistics to monitor its success.August 2011

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Animal Licensing Compliance

• NEW APPROACH– Mobile Database Access

• Laptop computers in Animal Control Officer vehicles• Micro scanners in Officer vehicles

– Launched “Return to Owner” campaign • Educate the Community regarding benefits of licensing • Pet Identification is their Ticket Home!

No significant increase since 2000

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….and making compliance easier!

• On-line licensing capability (www.countypet.org)

• Promotional micro chipping, vaccinating, and licensing opportunities

• Regional approach to licensing to avoid confusion related to jurisdictional boundaries • includes a Lost & Found Hotline

component

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Animals in Disaster• Animal preparedness - a component of public

health and safety

• Families may not evacuate if they can’t

bring their pets

• Regional agencies meeting to develop plans

for animal in disaster preparedness

• Collect data on how many animals may be

affected during specific types of disasters

• Create resource directory for community

response to animals in disaster (e.g, housing,

medical, food, and equipment)

• Train and certify volunteers for animals in

disaster preparedness

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– Building the Framework– Assist in Providing Costs– Assessing Risk– Identifying Performance Measurements– Defining Data Collection Methodology– Capturing Performance Data– Reporting Performance Data– Validating Performance Data– Project Management System***********************************************Accountants have the right skill set for this work

Accountants can Help!

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• Financial – Assets, Liabilities, Revenue, Expenditures

• Organization– Department, Division, Bureau

• Performance– Program– Sub-program– Service, Activity

Chart of Accounts for Costing

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Return on Investment• Cost to Outcome

- Cost of Program- Cost of Sub – Programs

• Cost to Outputs- Cost of Service- Cost of Process

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• Use the Performance Framework– It Defines Desired Results– Established Vision– “Treasure Map”– Ensure comprehensiveness– Addresses risk across organizational lines

– where it is the highest!*************************************************

• Risk can then be determined by asking– What could stop us from accomplishing these outcomes?

Enterprise Risk Management

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• Performance Measurement System– Outcome Measures– Output Measures– Input Measures

• Project Management

*************************************• Needed: Easily Accessible, Useable Technology

Systems – Now is the Time!

Accountability

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QUESTIONS?

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.............Resources

http://kayekendrick.comPhone (850) 509-5927

Order Book at http://preview.tinyurl.com/Kaye-s-book

“Free assessment resource tool….. sustaining government funded programs in this budget cutting time...”

http://www.kayekendrick.com/performance-management/

Webinar with Actuate Softwarehttp://tinyurl.com/actuatescorecard

August 2011