Performance Measures

1. Performance Measures Rebecca Stark, Court Administrator Austin Municipal Court

2. Performance Measures- Why? - • Case Management • Operational monitoring / management (regular assessment) • Operational improvements • Program/Project • Effectiveness • Allocate/Secure Resources • Planning • Budgeting • Management Awareness • Performance Review • Meeting goals and/or objectives • Overall Court • Personnel • Other

3. Performance Measures- Basic Steps - • Identify what statistics you want to collect and why • Write them down in short, easy-to-understand manner • Must be measurable • State them positively (not how many you don’t do) • Determine how to measure it • Identify goals and/or objectives • Is there target you or someone else wants you to meet? • Determine frequency of reporting • Develop a “history” • Monitoring / Refining (Not necessarily in this order)

4. Performance Measures- Goals/Objectives - • Goals • Generally long term and vague in nature; such as “to provide excellent customer service” • Set the direction of the court • Objectives • More specific and establishes a timeframe in which to be accomplished; such as “set customers on court docket within 30 days of request

5. Performance Measures- Goals/Objectives - • Goals - Where do you want the Court to go or to accomplish? • Basic functions of court • Long term (overall) • Objectives - What do you need to do to get there? • Specifically

6. Performance Measures- Basic Rules - • Designed to meet goals /objectives • Written down in short, easy-to-understand manner • Must be measurable • State them positively (not how many you don’t do)

7. Performance Measures- Types - • Workload or Demand (how many are there to do?) • Generally not what you do, but how much you have to do • Output (how many did got done?) • How many of something you did • Result (what was the outcome?) • The impact of what was done; how well meeting goals • Generally % or comparisons ………….. • Efficiency (how efficiently was it done?) • Relationship between workload and/or output and objectives or resources • Generally $ per something that happens ………… • Other • Effectiveness (of what quality) • How well something is done • Productivity (to what effect) • Combine efficiency and effectiveness • Other

8. Performance Measures- Workload Measures - • Amount of work to be performed or amount of services to be provided (demand) • Generally something over which you do not have much control • Examples: • Number of cases filed • Number of customers served in person • Number of cases to be set on dockets • Number of cases that went delinquent • Other

9. Performance Statistics- Output Measures - • How many of something that you accomplished • Generally counting something over which you have control • Units of service provided, products provided, or people served; the counts of goods or services produced or delivered • Generally relate to your goals/objectives • Examples: • Number of tickets entered within 2 days • Number of hours spent on data entry • Number of customers served in 5 minutes • Number of cases set on a docket within 30 days • Number of cases terminated • Other

10. Performance Measures- Result Measures - • The impact or outcome of the measure (especially as may relate to customers) • Generally expressed as percentages • How well you are meeting your goals • Examples: • % of cases entered/filed within 2 days • % of customers served in 5 minutes • % of cases set on dockets within 30 days • Cases terminated versus cases filed • Other

11. Performance Measures- Efficiency Measures - • Relationship between amount of work and/or output and your goals/objectives (how efficient is your output) • Usually presented as unit costs, labor hours used • How well you are meeting your goals/objectives • Examples • Cost per case filed • Cost per customer seen • Revenue or expenditures per case filed • Other

12. Performance Measures– Effectiveness Measures - • How well something is done • Quality of work when meeting goals/objectives • Examples: • Number of cases entered in 2 days accurately • Number of customers satisfied with service • Number of cases set on correct docket in 30 days • Other

13. Performance Measures- Collection Methods - • Court/case record review & tallies • existing records, logs, forms, etc. • Surveys, questionnaires, public opinion polls • Systematic observation or simulations • Structured interviews • staff, customers, etc. • Group techniques • with facilitators; more internal

14. Performance Measures- Administration - • Assign responsibility for collection, monitoring, feedback • Collect, monitor & analyze data • Provide feedback to employees & bosses • Perform periodic audits to ensure correct counts, etc. • Other

15. Performance Measures- Miscellaneous - • Goals • Broad expressions of how you want to perform the functions of the court; Change purpose into desired result; Set the direction of the court • Objectives • More precise & declare specifically what is going to be accomplished and when • Characteristics to meet goals • Focus on specific results to be achieved • Written in quantifiable statements • Significant • Limited in number • Fully communicated

16. Performance Measures- Sources - • Sample performance measures – Internet • www.ci.austin.tx.us (Budget, Performance Measure Database) • www.oca.state.tx.us ?????????????? • Sources for assistance • National Center for State Courts Institute for Court Management 300 Newport Ave Williamsburg, VA 23185 (800) 616-2108 www.ncsconline.org • Accountability for Performance: Measurement & Monitoring in Local Government • Edited by : David Ammons [ICMA] • Municipal Benchmarks: Assessing Local Performance & Establishing Community Standards • Author: David Ammons [Sage]

17. Rebecca Stark, Court Administrator Austin Municipal Court (512) 974-4690 Rebecca.Stark@ci.austin.tx.us