Exchange Network Performance Measures

1. Exchange Network Performance Measures Exchange Network Users Conference Mary Greene, Chief Information Exchange Partnership Branch Office of Environmental Information April 19, 2006

2. Project Goals • Evaluate Exchange Network performance • Establish system for feedback • Use measures to determine progress and strategic focus • Prepare the Exchange Network for PART evaluation

3. Overview of Progress • 30 performance measures were collaboratively developed through workgroup • Measures are weighted and evaluated for ROI • 10 performance measures will have metrics developed and baseline data collected • Some measures may be deleted or added after baseline

4. Performance Measures Categories Customer Satisfaction and Market Share Knowing our customers well and creating value for them Business Process Improvement How we improve the business processes within programs and for their customers Operational Excellence Delivering exceptional levels of functionality, quality, and availability Governance and Strategy Transparent and fair governance process

5. Complete Set of Exchange Network Metrics and Weights Customer Satisfaction and Market Share 24.1% Governance and Exchange Network Strategy 9.9% Governance Satisfaction 2.4% Requirement in PPGs, PPAs & Grants 1.3% % of Data Exchanges using 3.9% Exchange Network Governance Coordination 0.8% Coordination with other data efforts 0.3% Understanding of Grant Process 0.3% Alignment of Grants with 0.9% Strategic Priorities Customer Satisfaction with 14.1% Current Services Service Utilization Index 2.6% New Partners Using 7.4% Existing Services Exchange Network Customers are delighted and usage base expands. We have a transparent and fair governance process. Business Process Improvement 53.7% Operational Excellence 12.3% Implementation Costs 1.2% Business Process Costs 4.8% Fewer Errors Discovered by Users 1.5% Filling Perceived Data Gaps 4.2% Survey on EN Data Being Easy to Use 1.4% Standardization of Web Services 6.6% Expansion & Enhancement of Web Services 2.8% Information Quality 8.8% Execution of EN Strategic Plan 3.4% Environmental Decision Making Improvements 20.4% Making Improvements Network Availability 0.8% Response Time 0.3% % of Successful Transactions 1.6% Planned vs. Actual Ease of Use 1.6% Ease of Bringing on New Users 3.1% Wait Time: user on hold 0.3% % of Problems Resolved During First Call 0.5% Customer Support Satisfaction 2.0% % of Repeat Problems by Category 0.6% Customer Satisfaction with 1.5% Features & Services We continually improve how we do our business. The Exchange Network operates flawlessly.

6. Exchange Network Baseline Metrics and Weights Customer Satisfaction and Market Share 21.5% Governance and Exchange Network Strategy 7.6% Governance Satisfaction 2.4% Requirement in PPGs, 1.3% PPAs and Grants % of Data Exchanges 3.9% Using Exchange Network Customer Satisfaction with 14.1% Current Services New Partners Using 7.4% Existing Services Customers are delighted and usage base expands. Exchange Network We have a transparent and fair governance process. Business Process Improvement 21.9% Operational Excellence 6.6% Fewer Errors Discovered 1.5% By Users Environmental Decision 20.4% Making Improvements Ease of Bringing on New Users 3.1% Customer Support Satisfaction 2.0% Customer Satisfaction with 1.5% Features & Services We continually improve how we do our business. The Exchange Network operates flawlessly.

7. Your Role in Project • Member of workgroup • Provider of information on, for example: • Customer satisfaction with EN features and services • Customer opinion on ease of use • Satisfaction with governance • Satisfaction with Help Desk • Facilitating improved environmental decision making • Helping to tell the story of EN performance

8. Score Card A Score Card is similar to a report card • The Score Card will have an overall grade for the program • The Score Card will have four categories, each comprised of several metrics • Underling metrics based on statistical analysis and user comments

9. Performance Goals • After the baseline, performance goals for the next evaluation period will be established • Meeting performance goals will be a major indicator of program success • Score Card results will influence how we manage the EN

10. Project Schedule

11. Summary • Significant progress on performance measurement development • Baseline collection over the Summer 2006 • Annual performance measures Score Card • Aide in assessing • Overall performance • Telling the story • Facilitating improved decision making