Accountabili ty (AKA: Outcome-Based Accountability or OBA) The Fiscal Policy Studies Institute Santa Fe, New Mexico Websites raguide.org resultsaccountability.com Book - DVD Orders amazon.com resultsleadership.org
Dec 24, 2014
Results-BasedAccountability
(AKA: Outcome-Based Accountability or OBA)
The Fiscal Policy Studies InstituteSanta Fe, New Mexico
Websitesraguide.org
resultsaccountability.com
Book - DVD Ordersamazon.com
resultsleadership.org
SIMPLE
COMMON SENSE
PLAIN LANGUAGE
MINIMUM PAPER
USEFUL
Results-Based Accountabilityis made up of two parts:
Performance Accountabilityis about the well-being of
CUSTOMER POPULATIONSfor Programs – Agencies – Service Systems
Population Accountabilityis about the well-being of
WHOLE POPULATIONSfor Communities – Cities – Counties – States - Nations
POPULATIONACCOUNTABILITY
Fiscal Policy Studies Institutewww.resultsaccountability.comwww.raguide.org
For Whole Populationsin a Geographic Area
Community Outcomesfor Christchurch, NZ
1. A Safe City
2. A City of Inclusive and Diverse Communities
3. A City of People who Value and Protect the Natural Environment
4. A Well-Governed City
5. A Prosperous City
6. A Healthy City
7. A City for Recreation, Fun and Creativity
8. City of Lifelong Learning
9. An Attractive and Well-Designed City
UK National OutcomesA working list based on the 2007 National Indicators Proposal
1. Strong Communities
2. Safe Communities
3. Healthy and Successful Children and Young Peoplea. Be Healthyb. Stay Safec. Enjoy and Achieved. Make a Positive Contributione. Economic Well-being
4. Healthy and Successful Adults and Elders
5. Communities that Achieve Inclusion and Equality
6. Communities with a Thriving Local Economy
7. Communities with a Sustainable Environment
A Stable, Secure, Inclusive
INTERNETthat supports the
world economy and the world community
ICANN Population Result(Healthy Internet)
INTERNET REPORT CARD
What measures do you use?
What do the data baselines look like?
What is the story behind the baselines?
STRATEGIC ROLE OF ICANN
GLOBAL STRATEGIC THINKING
HEALTHY INTERNET(per prior page definition)
What Would It Take?
New Zealand Kruidenbuurt Tilburg, Netherlands
Coventry, UK
Country Neighborhood
Local Council
Every timeyou present
your program,
Use atwo-part
approach.
Result: to which you contribute to most directly.
Indicators:
Story:
Partners:
What would it take?:
Your Role: as part of a larger strategy.
Population Accountability
Performance Accountability
Your Role
Performance Accountability
For Programs, Agencies and Service Systems
Fiscal Policy Studies Institutewww.resultsaccountability.comwww.raguide.org
“All performance measures
that have ever existed
for any program
in the history of the universe
involve answering two sets of
interlocking questions.”
HowMuchdid we do?
( # )
HowWell
did we do it?
( % )
Quantity Quality
Performance Measures
EffortHow hard did we try?
EffectIs anyone better off?
Performance Measures
Effort
Effect
HowMuch
HowWell
Performance Measures
How much service did we deliver?
Performance Measures
How welldid we
deliver it?
How much change / effect
did we produce?
What quality of change / effect
did we produce?
Quantity Quality
Effe
ct
Effo
rt
O
utpu
t
In
put
How much did we do?
Performance Measures
How welldid we do it?
Is anyonebetter off?
Quantity Quality
Effe
ct
Effo
rt
# %
How much did we do?
Education
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort Number of
studentsStudent-teacher
ratio
Number ofhigh schoolgraduates
Percent ofhigh schoolgraduates
How much did we do?
Education
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort Number of
studentsStudent-teacher
ratio
Percent of 9th graders who
graduate on timeand enter college or
employment after graduation
Number of 9th graders who
graduate on timeand enter college or
employment after graduation
How much did we do?
Drug/Alcohol Treatment Program
How well did we do it?
Is anyone better off?
Number ofpersonstreated
Percent ofstaff withtraining/
certification
Number of clientsoff of alcohol & drugs - at exit - 12 months after exit
Percent of clientsoff of alcohol & drugs - at exit - 12 months after exit
Quantity Quality
Effe
ct
E
ffort
How much did we do?
Fire Department
How well did we do it?
Is anyone better off?
Number ofresponses
ResponseTime
Quantity Quality
Effe
ct
E
ffort
# of fireskept to
room of origin
% of fireskept to
room of origin
How much did we do?
General Motors
How well did we do it?
Is anyone better off?
# of production hrs
# tons of steel
Employees pervehicle
produced
# of cars sold
$ Amount of Profit
$ Car value after 2 years
Quantity Quality
Effe
ct
E
ffort
Source: USA Today 9/28/98
% Market share
Profit per share
% Car value after 2 years
How much did we do?
Personnel Department
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
Number ofApplicantsProcessed
AverageRecruitment
Period
WorkforceNew Hires
WorkforceTurnover Rate
(non-promotions)
CustomerSatisfaction
How much did we do?
Information Technology (MIS)
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
Number ofIT projects
AverageResponse timeto Svc requests
Amount ofUnscheduled
Downtime
Rate ofUnscheduled
Downtime
CustomerSatisfaction
How much did we do?
Policy Development
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
Number ofpolicy projects
Percent of projects on track
Percent of comments fully
addressed
Number of comments fully
addressed
How much did we do?
Volunteering
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
Number ofvolunteers
Percent involved 1 year or more
Number who say their
participation made a difference
Percent who say their
participation made a difference
How much did we do?
Performance AccountabilityTypes of Measures found in each Quadrant
How well did we do it?
Is anyone better off?
# Clients/customers served
# Activities (by type of activity)
% Common measurese.g. client staff ratio, workload ratio, staffturnover rate, staff morale, % staff fully trained, % clients seen in their own language,worker safety, unit cost
% Skills / Knowledge (e.g. parenting skills)
#
% Attitude / Opinion (e.g. toward drugs)
#
% Behavior (e.g.school attendance)
#
% Circumstance (e.g. working, in stable housing)
#
% Activity-specific measures
e.g. % timely, % clients completing activity, % correct and complete, % meeting standard
Point in Timevs.
2 Point Comparison
# %
How much did we do?
Choosing Headline Measures and the Data Development Agenda
How well did we do it?
Is anyone better off?
Quantity Quality
E
ffect
Effo
rt
# Measure 1 ----------------------------
# Measure 2 ----------------------------
# Measure 3 ----------------------------
# Measure 4 ----------------------------
# Measure 5 ----------------------------
# Measure 6 ----------------------------
# Measure 7 ----------------------------
#1 Headline
#2 Headline
#3 Headline
#1 DDA
#2 DDA
#3 DDA% Measure 8 ----------------------------
% Measure 9 -----------------------------
% Measure 10 ---------------------------
% Measure 11 ---------------------------
% Measure 12 ---------------------------
% Measure 13 ---------------------------
% Measure 14 ---------------------------
# Measure 15 ----------------------------
# Measure 16 ----------------------------
# Measure 17 ----------------------------
# Measure 18 ----------------------------
# Measure 19 ----------------------------
# Measure 20 ----------------------------
# Measure 21 ----------------------------
% Measure 15 ----------------------------
% Measure 16 ----------------------------
% Measure 17 ----------------------------
% Measure 18 ----------------------------
% Measure 19 ----------------------------
% Measure 20 ----------------------------
% Measure 21 ----------------------------
LR
UR
Primary v. Secondary
Direct v. Indirect
Internal v. External
Baseline & Story
How Population
&Performance Accountability
FIT TOGETHER
Every timeyou present
your program,
Use atwo-part
approach.
Result: to which you contribute to most directly.
Indicators:
Story:
Partners:
What would it take?:
Your Role: as part of a larger strategy.
Population Accountability
Program:Performance measures:
Story:
Partners:
Action plan to get better:
Performance Accountability
Your Role
Result: to which you contribute to most directly.
Indicators:
Story:
Partners:
What would it take?:
Your Role: within the larger strategy.
Population Accountability
Program:Performance measures:
Story:
Partners:
Action plan to get better:
Performance Accountability
Your Role
Every timeyou present
your program,
Use atwo-part
approach.
Every timeyou present
your program,
Use atwo-part
approach.
Result: to which you contribute to most directly.
Indicators:
Story:
Partners:
What would it take?:
Your Role: as part of a larger strategy.
Population Accountability
Program:Performance measures:
Story:
Partners:
Action plan to get better:
Performance Accountability
Your Role
Shortcut
IN CLOSING
Well-Known Alternativesto Results-Based Budgeting
● Line Item Budgeting
● Program Budgeting
● Zero-based Budgeting
● Needs-Based Budgeting
● Program Planning and Budgeting
● Bottom Line Budgeting
● Management by Objectives Budgeting
LESS Well-Known Alternativesto Results-Based Budgeting
● Fear-Based Budgeting
● Fantasy-Based Budgeting
● Power-Based Budgeting
● Guess-Based Budgeting
● Guilt-Based Budgeting
● Caffeine-Based Budgeting
● Carbon-Based Budgeting
● Bouillabaissed Budgeting
“If you do what you always did,
you will get what you always got.”
Kenneth W. JenkinsPresident, Yonkers NY NAACP
“We will succeed together…
or fail separately.”
- Winston Churchill or
- Sonny and Cher
Book - DVD Ordersamazon.com
resultsleadership.org
THANK YOU !
Websites
raguide.orgresultsaccountability.com
“Data is theunblinking eye
of reform.”
Barbary Curley,Area Director, Hyde Park Office, Boston
A Stable, Secure, Inclusive
INTERNETthat supports the
world economy and the world community
ICANN Population ResultVersion 2
INTERNET REPORT CARD
What measures do you use?
What do the data baselines look like?
What is the story behind the baselines?
STRATEGIC ROLE OF ICANN
GLOBAL STRATEGIC THINKING
HEALTHY INTERNET(per prior page definition)
Stable: Rate of IPv6 adoption: 2008 less than 1% in any country
Secure: Rate of significant viruses and security breeches
Inclusive: Percent of world population with internet access
Supports world economy: Percent of world GDP related to internet commerce
Supports world community: Per capita rate of internet traffic
Results and Possible Indicators
Results-Based Accountability
COMMON LANGUAGE
COMMON SENSE
COMMON GROUND
THE LANGUAGE TRAPToo many terms. Too few definitions. Too little discipline
Benchmark
Target
Indicator Goal
Result
Objective
Outcome
Measure
Modifiers Measurable Core Urgent Qualitative Priority Programmatic Targeted Performance Incremental Strategic Systemic
Lewis Carroll Center for Language Disorders
DEFINITIONS
Children born healthy, Children ready for school, Safe communities, Clean Environment, Prosperous Economy
Rate of low-birthweight babies, Percent ready at K entry, crime rate, air quality index, unemployment rate
1. How much did we do? 2. How well did we do it? 3. Is anyone better off?
RESULT or OUTCOME
INDICATOR or BENCHMARK
PERFORMANCE MEASURE
A condition of well-being for children, adults, families or communities.
A measure which helps quantify the achievement of a result.
A measure of how well a program, agency or service system is working. Three types:
Popu
latio
nPe
rfor
man
ce
Children born healthy
Rate of low-birthweight babies Percent ready at K entry
Children ready for school
crime rate
Safe communities
air quality index
Clean Environment
unemployment rate
Prosperous Economy
INDICATOR
RESULT
PERFORMANCE MEASURE
Popu
latio
nPe
rfor
man
ce
= Customer Results
From Ends to Means
ENDS
MEANS
From Talk to ActionPo
pula
tion
Perf
orm
ance
RESULT
INDICATOR
PERFORMANCEMEASURE
Customer result = EndsService delivery = Means
From Talk to Action
Results – Indicators – Performance Measures in
Amharic, Cambodian, Laotian, Somali, Spanish, Tigrigna, Vietnamese
The Three L’s of Successin any serious change effort
1. Leadership
2. Language
Searching for the 3rd L
LeverageLatitudeLevityLithiumLuggage
Criteria for
Choosing Indicatorsas Primary vs. Secondary Measures
Communication Power
Proxy Power
Data Power
Does the indicator communicate to a broad range of audiences?
Does the indicator say something of central importance about the result?
Does the indicator bring along the data HERD?
Quality data available on a timely basis.
Choosing IndicatorsWorksheet
Outcome or Result_______________________
Candidate IndicatorsCommunication
PowerProxyPower
DataPower
H M L
H
Measure 1
Measure 2
Measure 3
Measure 4
Measure 5
Measure 6
Measure 7
Measure 8
HData
Development
Agenda
Safe Community
H M L H M L
H H
H L
Three Part Indicator List for each Result
Part 1: Primary Indicators
Part 2: Secondary Indicators
Part 3: Data Development Agenda
● 3 to 5 “Headline” Indicators● What this result “means” to the community● Meets the Public Square Test
● Everything else that’s any good (Nothing is wasted.)● Used later in the Story behind the Curve
● New data● Data in need of repair (quality,timeliness etc.)
Leaking Roof(Results thinking in everyday life)
Experience
Measure
Story behind the baseline (causes)
Partners
What Works
Action Plan
Inches of WaterBASELINE
? Fixed
Not OK
Turning the Curve
Action Plan # 2
The Matter of Baselines
Baselines have two parts: history and forecast
H
M
L
History Forecast
Turning the CurvePoint to Point
OK?
19
75
19
80
19
82
19
90
20
00
20
05
0
5
10
15
20
25
30
Th
ou
san
ds
Source 1982 to 2005: Actual data from the NHTSA Fatality Analysis Reporting System (FARS)Source 1975 to 1981: Estimate based on NHTSA data on % of fatality drivers with BAC of .10 or greater.
Alcohol-Related Traffic FatalitiesUnited States 1975 to 2005
MADD
Rebound
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
20.00%
Ncle 14.5 14.5 16.8 14.5 17 15 11.9 10.6 9.5 9.3
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007
Source: Connexions Tyne and Wear, UK
Newcastle, UK
Revised 9 Nov 2007
Nov 08 – Jan 09
8.5
- Rosell
“If I include you,you will be my partner.
If I exclude you,you will be my judge.”
RBA Categories Account for All Performance Measures(in the history of the universe)
Quantity Quality
Efficiency, Admin overhead, Unit costStaffing ratios, Staff turnoverStaff morale, Access, Waiting time, Waiting lists, Worker safety
Customer Satisfaction(quality service delivery& customer benefit)
Cost / Benefit ratioReturn on investment
Client results or client outcomes
EffectivenessValue addedProductivity
Benefit value
Product Output Impact
Process Input
Effe
ctEf
fort
Cost
Total Quality Mgmt (TQM)
Effectiveness
Efficiency Admin overhead, Unit cost
Quantity Quality
Efficiency, Admin overhead, Unit costStaffing ratios, Staff turnoverStaff morale, Access, Waiting time, Waiting lists, Worker safety
Customer Satisfaction(quality service delivery& customer benefit)
Cost / Benefit ratioReturn on investment
Client results or client outcomes
EffectivenessValue addedProductivity
Benefit value
Process Input
Effe
ctEf
fort
Cost
Product Output Impact
RBA Categories Account for All Performance Measures(in the history of the universe)
Total Quality Mgmt (TQM)
Quantity Quality
Efficiency, Admin overhead, Unit costStaffing ratios, Staff turnoverStaff morale, Access, Waiting time, Waiting lists, Worker safety
Customer Satisfaction(quality service delivery& customer benefit)
Cost / Benefit ratioReturn on investment
Client results or client outcomes
EffectivenessValue addedProductivity
Benefit value
Process Input
Effe
ctEf
fort
Cost
1. Did we treat you well?
2. Did we help you with your problems?
*
Product Output Impact
RBA Categories Account for All Performance Measures(in the history of the universe)
* World’s simplest completecustomer satisfaction survey
Total Quality Mgmt (TQM)
Quantity Quality
Efficiency, Admin overhead, Unit costStaffing ratios, Staff turnoverStaff morale, Access, Waiting time, Waiting lists, Worker safety
Customer Satisfaction(quality service delivery& customer benefit)
Cost / Benefit ratioReturn on investment
Client results or client outcomes
EffectivenessValue addedProductivity
Benefit value
Process Input
Effe
ctEf
fort
Cost
Product Output Impact
OBA Categories Account for All Performance Measures(in the history of the universe)
Total Quality Mgmt (TQM)
How much did we do?
The Matter of Control
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
LeastControl
PARTNERSHIPS
MostControl
The Matter of Use
1. The first purpose of performance measurement is to IMPROVE PERFORMANCE.
2. Avoid the performance measurement equals punishment trap.
● Create a healthy organizational environment.
● Start small.
● Build bottom-up and top-down simultaneously.
1. To Ourselves Can we do better than our own history?
2. To Others When it is a fair apples/apples comparison.
3. To Standards When we know what good performance is.
Comparing Performance
2. To Others When it is a fair apples/apples comparison.
3. To Standards When we know what good performance is.
Comparing Performance
1. To Ourselves First
Can we do better than our own history?
Using a BaselineCHART ON THE
WALL
CHARTS on the WALL
CHARTS ON THE WALL
Comparing Performance
1. To Ourselves First Can we do better than our own history?
2. To Others When it is a fair apples/apples comparison.
Reward?
Punish?
3. To Standards When we know what good performance is.
1. To Ourselves First Can we do better than our own history?
2. To Others When it is a fair apples/apples comparison.
Comparing Performance
3. To Standards When we know what good performance is.
The Matter of Standards
Quantity
Effe
ctEf
fort
1. Quality of Effort Standards aresometimes WELL ESTABLISHED
● Child care staffing ratios● Application processing time● Handicap accessibility● Child abuse response time
2. Quality of Effect Standards arealmost always EXPERIMENTAL
● Hospital recovery rates ● Employment placement and retention rates
● Recidivism rates ● School reading scores
3. Both require aLEVEL PLAYING FIELD and an ESTABLISHED RECORDof what good performance is.
BUT
AND
Advanced Baseline Display
Your Baseline
Comparison Baseline
Goal (line)Target or Standard
Instead:Count anything better than baseline as progress.
Avoid publicly declaringtargets by year if possible.
●
Create targets only when they are:
FAIR & USEFUL
x
How much did we do?
Not All Performance Measures Are Created Equal
How well did we do it?
Is anyone better off?
LeastImportant
Quantity Quality
Effe
ct
E
ffort
MostImportant
Least
Most
AlsoVery Important
Quality
© The Farside 1989
" Bummer of a Birthmark Hal "
Next Generation ContractingQuantity
Effe
ctEf
fort
3. What we purchase in the lower quadrants are not deliverables, but rather a RELATIONSHIP where funder and grantees work together to maximize customer results.
WHICH MEANS
BUT2. They break down inthe Is anyone better off?quadrants (because of case mix
differences and perverse incentives).
1. Traditional purchasing methods work fine in the upper quadrants.
Quality
How much did we do?
Program Performance Measures
How welldid we do it?
Is anyonebetter off?
Quantity Quality
Effe
ct
Effo
rt
# %
Lay
Definition
All Data have two Incarnations
Technical
Definition
HS Graduation Rate % enrolled June 1 who graduate June 15
% enrolled Sept 30 who graduate June 15
% enrolled 9th grade who graduate in 12th grade
Select 3 to 5 Performance Measuresat each level of the organization
3 - 5 3 - 5 3 - 5
3 - 5 3 - 5 3 - 5
3 - 5
3 – 5 most important
or composites
“Get over it!”Be disciplined about what’s most important. Don’t get distracted.
?
. .
Contributionrelationship
Alignmentof measures
Appropriateresponsibility
THE LINKAGE Between POPULATION and PERFORMANCE
POPULATION ACCOUNTABILITY
Healthy Births Rate of low birth-weight babiesChildren Ready for School Percent fully ready per K-entry assessmentWorld-class workforce Percent of adults with higher education degrees
CUSTOMERRESULTS
# students Student / teacher
ratio
# with5 A-C GCSE’s
% with5 A-C GCSE’s
PERFORMANCE ACCOUNTABILITY
POPULATIONRESULTS
Local Education Agency
Performancemeasure
PopulationIndicator
Division #1
Program #1
Different Kinds of Progress
1. Data
a. Population indicators Actual turned curves: movement for the better away from the baseline.
b. Program performance measures: customer progress and better service: How much did we do?
How well did we do it? Is anyone better off?
2. Accomplishments: Positive activities, not included above.
3. Stories behind the statistics that show how individuals are better off.
Board of Directors MeetingAGENDA
1. New data
2. New story behind the curves
3. New partners
4. New information on what works.
5. New information on financing
6. Changes to action plan and budget
7. Adjourn
1. New data
2. New story behind the curves
3. New partners
4. New information on what works.
5. New information on financing
6. Changes to action plan and budget
7. Adjourn
3 - kinds of performance measures. How much did we do? How well did we do it? Is anyone better off?
RBA in a Nutshell2 – 3 - 7
2 - kinds of accountability Population accountability Performance accountability
7 - questions from ends to means in less than an hour.
plus language discipline Results & Indicators Performance measures