COGNOS Performance Management in Human Services

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COGNOS Performance Management in Human Services
Managing to Outcomes

• Terence Atkinson
• Industry Director, Government Education

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Goals of Human Services Agencies

• Achieve better social outcomes
• Move from program-centered to client-centered
  service
• Decrease delivery cost and make programs more
  accessible
• Ensure financial integrity and mitigate fraud,
  error and abuse

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Business Challenges

• Increasing public expectations of better service
• Programs funding, delivery, support and
  administration are in silos
• Aging legacy systems impact critical systems,
  restrict modernization and increase cost
• Aging workforce

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Survey Says . . .

• Government Technology commissioned by Cognos to
  conduct survey amongst its on-line readership
• The survey provided insight in several key areas
• Perception of the business value and ability to
  deliver a unified view of information as it
  pertains to caseload, financial, human resources
  and demographic information
• Organizations' ability to monitor and align
  performance levels as it directly relates to
  program results and budget evaluation
• Alignment of strategic agency goals to better
  serve constituents in the areas of jobs,
  education, and quality of life
• Issues of workforce planning and the challenges
  of incorporating retirement projects, skill set
  analysis and succession contingencies

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Survey says . . . on Linking Managerial Action to
Program Results
Rate the level of importance and your ability to
monitor performance by linking managerial action
and program results
33 are addressing this type of delivery at a
significant level
74 give vital/ importance to the business value
of monitoring performance levels
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Survey says . . . on Aligning Budget Requests to
Program Performance
Rate the level of importance and your ability to
align performance to program budget requests
68 are not frequently engaged in performance
evaluation as it relates to budget allocation
74 believe the ability to align performance to
program budget requests as important to vital
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Survey says . . . on Aligning Strategic Agency
Goals to Outcomes
Rate the level of importance and your ability to
align strategic agency goals to jobs, education,
quality of life and efficiency outcomes
80 are only somewhat or not at all able to
align their strategic goals to outcomes
58 agree that aligning strategic agency goals to
better serve constituents and increase
efficiencies is important to vital
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Performance Management in Human Services
Organizations Managing to Outcomes

• Managing to Outcomes by
• Aligning Strategic Agency Goals
• Linking Managerial Action
• Aligning Budget Requests

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Performance Management System Three Questions
that Advance Performance
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3 Questions that Advance Performance in Social
Services
Quarterly adoptions are below strategic outcome
targets
The pool of prospective adoptive parents is
increasing less than number of children
Implement a program to encourage more
foster-to-adoptive parents transitions
Adoption Performance
Percentage of eligible children served is below
target
Analysis reveals low application volumes in
Region 2
Re-allocate funds toward targeted outreach
program to advise of eligibility
Child Welfare Performance
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Three Common Themes
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Lots of Data, Little Decision-Ready Information

• Reporting is cumbersome and static, typically
  paper-based
• Ad hoc analysis is rarely supported
• Latency of data is too long
• Data is in silos and difficult to coordinate
  Analysis is spreadsheet-based
• IT resources under-resourced and not skilled in
  newest technologies

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Data Silos are Everywhere, Reporting Typically By
Subject Area
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Synchronizing Data Provides Consistent
Enterprise-Wide View
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Cognos Performance Management System Lets You See
the Overlaps
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Obtain Total Visibility into Performance from
aggregate to detail, and over time

• Unite caseload, financial, human resources and
  demographical data for unified view across state
• Evaluate and compare trends in caseloads across
  the spectrum of services provided
• Assess organizational issues such as staff
  turnover rates and cost-per-case trends
• Obtain greater insight into the caseloads across
  regions, drawing attention to areas requiring
  further in-depth analysis

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The Power of a Synchronized View Moving Beyond
Viewing Results by Subject Area
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THE COGNOS SYSTEMFOR PERFORMANCE MANAGMENT
Warehouses (Relational OLAP)
Flat, Legacy or Modern
Transaction Systems
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Demo

• Chuck Droukas
• System Architect

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Business Benefits of Cognos Performance
Management System

• Provide foundation for data-driven decision
  making
• Speak with a single voice that delivers
  consistent information
• Easy-to-use tools reduce time needed to produce
  critical information
• Easily satisfy compliance reporting requirements

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QA
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For more information on Cognos solutions for the
public sector, go towww.cognos.com/public_secto
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