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Connecting Performance to Accountability
Connecting Performance to Accountability
WCMA Summer Meeting 2010Sun Mountain Lodge
19 August 10
"The question we ask today is not whether our government is too big or too small, but whether it works. Where the answeris yes, we intend to move forward. Where the answer is no, programs will end. Those of us who manage the public's dollars will be held to account — to spend wisely, reform bad habits, and do our business in the light of day — because only then can we restore the vital trust between a people and their government.”
Barack Obama Inaugural Address
"The question we ask today is not whether our government is too big or too small, but whether it works. Where the answeris yes, we intend to move forward. Where the answer is no, programs will end. Those of us who manage the public's dollars will be held to account — to spend wisely, reform bad habits, and do our business in the light of day — because only then can we restore the vital trust between a people and their government.”
Barack Obama Inaugural Address
Perceived Level of TrustPerceived Level of TrustPerceived Level of TrustPerceived Level of Trust
25%
43%
19%
4%4%4%
Very High High Satis Low Very Low NoAnswer
Elected Officials View
““Holding government accountable for Holding government accountable for results is just common sense. It is not results is just common sense. It is not enough to just set priorities and talk about enough to just set priorities and talk about what we want to do. We must measure what we want to do. We must measure government performance to make sure government performance to make sure Washingtonians are getting the best Washingtonians are getting the best possible return on their tax dollars.”possible return on their tax dollars.”
Chris Gregoire, GovernorChris Gregoire, GovernorState of WashingtonState of Washington
Which is Most Important?Which is Most Important?Which is Most Important?Which is Most Important?
49%
23%
21%
7%
ACCOUNTABILITY
EFFICIENCY
EFFECTIVENESS
NO OP
MAR 2006
How Would Citizens Rate You?How Would Citizens Rate You?How Would Citizens Rate You?How Would Citizens Rate You?
16% 57%
58%
57%
26%
23%
7%
8%
11%
17%
4%
4%
Accountable
Efficient
Effective
High Satis NA Unsatis Low
Why Engage the Public?Why Engage the Public?Why Engage the Public?Why Engage the Public?
Tell the Story in a Language That is Tell the Story in a Language That is
UnderstoodUnderstood
Improve Government Services Improve Government Services
Align Expectations & PolicyAlign Expectations & Policy
Inform Budget & Operational Inform Budget & Operational
DecisionsDecisions
Achieve Sustainable Public PolicyAchieve Sustainable Public Policy
MISSIONMISSION CONSTRAICONSTRAINTSNTS
ENVIRONMENVIRONMENTENT
• Goals
• Objectives
• Budget
• Legal
• Political
• Public Expectations
Public Hearings
Town Hall Meetings
Advisory Committees
Surveys
Focus Groups
Websites
Newsletters
Events
Charettes
Workshops
Call-in Surveys
Citizen Engagement Tool KitCitizen Engagement Tool KitCitizen Engagement Tool KitCitizen Engagement Tool Kit
Reports
Newspaper Inserts
Bill Stuffers
Citizen Juries
Hot Line
Simulations
Field Offices
Panels
Teleforums
Community Fairs
Live, Statewide Interactive Live, Statewide Interactive PollPollLive, Statewide Interactive Live, Statewide Interactive PollPoll
How Well Does Citizen How Well Does Citizen Engagement work?Engagement work?How Well Does Citizen How Well Does Citizen Engagement work?Engagement work?
23% 51%
41%
53%
26%
17%
23%
22%
18%
4%
Enable Citizens toContribute
Hear from CrossSection of Citizens
Understand CitizenPriorities
Very Well Fairly Well NA Not too Well Not at All
Most Use Conventional Most Use Conventional MethodsMethodsMost Use Conventional Most Use Conventional MethodsMethods
83%63%
51%
25%
23%
21%
20%
15%
10%
Public Hearings
Citizen Advisory Committees
Town Hall Meetings
Stakeholder Interviews
Focus Groups
On-Line, Opt-In Surveys
Satisfaction Questionnaires
Scientific Surveys
Other
Contact with CitizensContact with CitizensContact with CitizensContact with Citizens
SYSTEMATIC
MONOLOGUES
CONFRONTATIONAL
SPORADIC
PROACTIVE
REPRESENTATIVE
CONVERSATION
CONSTRUCTIVE
REACTIVE
ORGANIZED INTERESTS
19%
41%
37%
41%
43%
46%
23%
23%
22%
22% 7%
19%
18%
19%
18% 26%
11%
10%
12%
13%
VERY SOMEWT NO OP SOMEWT VERY
Systematic EngagementSystematic EngagementSystematic EngagementSystematic Engagement
Systematic Application of Systematic Application of MethodsMethods (Rigorous and Disciplined)
Integrated designIntegrated design (The Components Work Together)
Transparency Transparency (Share What You Learn)
Demonstrated Utility(Put the Results to Work)
Iteration Iteration (Keep The Feedback Loop Going)
Research Methods as Research Methods as CommunicationCommunicationResearch Methods as Research Methods as CommunicationCommunication
Interactive Research
InterviewCmtyLeaders & Key Individuals
Focus GroupsWorkshops
Electronic Town Halls
CommunitySurvey
Publish ResultsSolicit Feedback
Uses a variety of research methods in an integrated, planned approach
Provides continuous information flow with key stakeholders
Builds relationships through two-way information exchange
Integrated, Systematic Integrated, Systematic IntelligenceIntelligenceIntegrated, Systematic Integrated, Systematic IntelligenceIntelligence
Interviews w/representatives or
key individuals
Share surveyresults &
request feedback
Town Hall Meetings
Survey of Community
Workshopswith
Representative Citizens
Mail Survey ofTarget
Communities
Publish surveyresults &
request feedback
Focus Groupswith Target
Groups
PublicPublic Relations Relations
Community RelationsCommunity Relations
Employee RelationsEmployee Relations
Interest GroupInterest GroupRelationsRelations
Integrated Integrated perspective on key perspective on key stakeholders’ views.stakeholders’ views.
Key Performance Key Performance IndicatorsIndicatorsKey Performance Key Performance IndicatorsIndicators
Performance Measures
Citizen Values
Community Indicators
PROBLEMPROBLEM SOLUTIOSOLUTIONN
ACTIONACTION
Developing Public SupportDeveloping Public SupportDeveloping Public SupportDeveloping Public Support
Connecting Performance to Connecting Performance to AccountabilityAccountabilityConnecting Performance to Connecting Performance to AccountabilityAccountability