Agenda - Council Work Session - 09/11/2012

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CPM 101 Annual Report: FY2011 Information Technology /72 • You can check the analysis and effective practice case studies posted on the CPM 101 group on the ICMA Knowledge Network. The studies are full of examples of how local governments have used performance measurement to find improvement targets and boost performance —and to promote ongoing high performance. You can also check out the What Works Case Studies posted on the performance measurement topic page. • Track your progress CPM 101 is a new program so this might be the first time you have looked at data in this way and have had other jurisdictions to compare to. Looking forward, it is important to take steps that will allow you to meet your performance goals. In the areas you have identified within your jurisdiction where improvement is needed, consider the level you would like to be performing at this time next year or within a set number of years. In setting your goals, look at the level at which other similar jurisdictions are performing. Record your performance goals and discuss them with the Manager, elected officials, and supervisors. Throughout the year make sure that action steps are taken to help you reach your goals. Next year you will be able to re- evaluate your performance goals and see what your jurisdiction has accomplished. • Prepare a report Using the data you have evaluated and the goals you are hoping to achieve, write up a report to be shared with the manager, elected officials, the public or others. It is important that results and goals are communicated clearly to those in the jurisdiction. Check out CPM's public website (icma.org /performance), and click on the Certificate Program link to view samples of reports prepared by participants in the CPM Comprehensive program. Figure List In addition to Figure 7 -1 displayed above, the following figures are presented in this section: • Figure 7 -2. Input Measure: IT Expenditures per Jurisdiction FTE • Figure 7 -3. Efficiency Measure: Number of Help Desk Calls per IT FTE • Figure 7 -4. Outcome Measure: Internal Customer Satisfaction: Quality of Service OCMA Center for Performance Measurement'"