Performance Measurement and Information Technology

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Performance Measurement and Information
Technology

• City of San Jose
• May 13, 2004

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Objectives for Today

• Brief Introduction to Investing in Results
  (IiR)
• Application to Information Technology Services
• Results Achieved and Upcoming Developments in
  e-Government

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7 City Service Areas
Transportation
Recreation Cultural
Aviation

• CSAs provide a forum for
• Strategic business planning
• Connecting policy to action
• Recommendinginvestments

Strategic Support
Public Safety
Economic Neighborhood Development
Environment Utilities
75 Core Services

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Service Delivery Framework Performance Measures
Vision For Quality of Life
7 City Service Areas
75 Core Services
100s Operational Services

• Neighborhood Pride
• Efficient Transportation
• Competitive Business Environment
• Safe Community
• Customer Driven Government
• Personal Growth and Enrichment
• Clean and Sustainable Environment

• Mayor Council policy setting and investment
  direction
• Big-picture of community conditions
• Strategic business plans
• Cross-departmental management accountability
• Aligns to vision

• Departments key lines of business
• Translation of CSA plans to action
• Departmental management accountability
• Aligns to CSAs

• Front-line service delivery
• Make improvements
• Work unit management accountability
• Aligns to core services

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Balanced Set of Performance Measures

• Quality

• Cost

• Cycle Time

• Customer Satisfaction

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Balanced Set of MeasuresIts not just about
cycle time
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Strategic Support CSA

• Outcome Effective Use of State-of-the- Art
  Technology
•  
• Core Services
• Citywide Data Management
• Technology Customer Support
• Technology Solutions Consulting
• Technology Strategic Planning
• Network and Communications

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Network Performance MeasuresReality vs.
Perception
 
2002-2003 Actual
2003-2004 Target
2003-2004 Estimated
2004-2005 Target
 
of network services available during normal
business hours

99.43
99.82
98
98
of total customers rating availability of
network services good or excellent
80
TBD
90
75
 
     
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Network Availability Related To Lost Productivity
Target 98
Target 97
Network availability target was consistently
exceeded however, the new City Enterprise-wide
infrastructure will require essentially 100
availability.
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