Performance Management
at the
City of Mesa
ACMA Conference
February 2011
Why Performance Management
•Organizational Alignment
o Council’s Strategic Initiatives
•Accountability
•Management by Data/Fact
•Fiscal Management
Why Performance Management Now
• The Economy
• Multiple Priorities
oAnother Device in our Management
Toolbox
• Deploys thru First Line Supervisors
Program Components
Each requires:
1. Mission Statement that defines the charter of
the Program
2. Desired Outcome(s) of the work effort that
meets the needs of our community and aligns
with our Council’s Strategic Initiatives
3. Performance Measures that allow the
manager, et. al., to determine if the current
performance of the Program is moving toward
achievement of the stated Desired Outcome(s)
MesaStat
MesaStat
Benchmarked:
•Baltimore (Original CitiStat)
•NYC
•Washington DC
•Buffalo
•Springfield
•Cleveland
•State of Washington (GMAP)
MesaStat
• Designed to hold City Program
leadership accountable
• Seven Principles
Engagement
Effective Measures
Targets
Candor
Action
Follow-up
Improvement
MesaStat
•Quarterly Forums
•Customer Service
•Quality
•Efficiency
•Effectiveness
•City Manger & DCMs
•Discussion
•Open to All
MesaStat Trends
4 Years Ago
Today
Podium Presentation
Face-to-Face Discussion
Performance Measures
& PowerPoint Slides
Performance Measure
Analysis & Handouts
Apprehension
More At-Ease
Director only
Director and Staff
Only Good News
Both Sides of the Story
Any ol’ Measures
The “Right” Measures
Benefits of Performance Mgmt.
•
•
•
•
•
Opportunities to address issues
Facilitates proactive response
Avoids “surprises”
Reinforces my message
Helps develop leaders
Lessons Learned
• Must be the City Manager’s
Process
• Started “Big” (Comprehensive)
o Sometimes Overwhelming
• Should Start With the 40K’ View
• Use a Balanced Scorecard
o Share with Council
Examples of Key Measures
Program
Performance Measure
City-Wide
Avg. Homeowner’s Charges
Solid Waste
Tonnage
Law Enforcement
Part 1 Crimes per 1000/Residents
Fire
Fire Inspections Completed
Transportation
Street PCI
Parks and Recreation
Percent of Capacity Usage
Arts & Cultural
Participation
Human Resources
Employee Commitment Index Score
Questions?
“Remember that the six most expensive words in business are:
‘We’ve always done it that way.’”
----Catherine DeVrye