http://www.gestion-calidad.org/government-performance-management-overview
I. Introduction
The administration of state power term (GPM) is completely derived from the concept of “Corporate Performance Management (CPM).” However, due to differences in the goals and visions of legal persons in respect of state institutions, the new concept of MOC is more relevant.
CPM consists of three main steps:
1st Crafts / Design
2nd Execution
3rd Monitoring and Analysis
GPM is also pretty much the same phases. However, the main difference lies in the planning phase, especially in strategic planning. If an organization is “craft” means a plan, it does so based on their vision and mission. To measure, according to the Balanced Scorecard concepts to the organization’s performance, should the various objectives are classified under four main categories:
1 – Finance
2 – Client
3 – Learning and Growth
4 – Business Process
The main difference between the CPM-GPM and the order of the quadrants and also in the nomenclature. For GPM, the client (which is actually the “citizens”) on top of all quadrants. Financials quadrant is the background, since it is purely a means, not an end to the governments (of course the opposite is true for all organizations). Therefore, in gpm quadrants are:
1 – Civil
2 – Process
3 – Learning and Growth
4 – Finance
II Crafts / Planning
Crafts and planning is the process of building plans and performance criteria that a company can be measured. This is usually done at two levels:
o Strategic
o-operative
Strategic plans are long-term goals. The range of these plans vary depending on the policies defined by each organization. For example, in the United Arab Emirates strategic plans for the government includes a period of three (3) years. Namely, the strategic plan should include targets for KPIs to be achieved within three years. Other organizations may decide to build the strategic plans for five (5) years. The Urban Planning Council in Abu Dhabi has an aggressive strategic plan to achieve by 2030. An example of these strategic goals are 98% to the satisfaction of citizens.
To develop a strategic plan, it must be divided into annual increments, which are mainly operational plans. These operational plans include initiatives to be undertaken in the year, or at least a preset percentage of them. Therefore, a strategic plan for three 3-year operational plans include. Each initiative will be in the operational plan must be a strategic goal related. For example, to achieve a strategic objective in the example above, namely the satisfaction of 98% of citizens could be an initiative operational implementation of a system of Citizen Relationship Management to manage and monitor citizen complaints and suggestions. A further operational KPI could it be more health care workers to hire customers, or providing them with additional training.
In an ideal world if all the initiatives that are connected to a specific strategic objective are met, then the policy objective is to be achieved. However, in order for this relationship to be this accurate, then an appropriate platform Crafts / planning to be present. To allow such a solution must be authorized users to connect the strategic goals, objectives and KPIs. And to initiate workflows, to gather the necessary approvals for these entries. Many details need to be well defined, such as reminders, deadlines, speakers, etc.
The system should be carried out the operational plan on an annual basis. Before the start of each year by a fixed period, should be able to authorized personnel, operational initiatives, KPIs and other details such as the percentages that must be met save for any initiative in the entire four quarters of the year. Then, a workflow is triggered to get the operational plan approved by management.
III. Execution
During the operational life cycle of the organization, the participants are expected KPIs that combine the performance for each KPI on a quarterly basis. This allows managers to monitor the progress of each initiative and to pursue any relief in the set tasks. The MOC system sends reminders to employees on a quarterly basis, and she asked, her performance for each KPI, concluded that they are responsible. This will happen if the results were expected to be filled in by hand.
A more precise figure can sometimes actually be recovered from other applications. For this purpose, the system should be able to integrate with back-end applications for certain numbers with no room for human error. For example, if an operational initiative was implementation of a CRM application. If this initiative should be 100% complete by the end of the year following the operation, such as:
o 30% in Q1
o 55% in Q2
o 80% in Q3
o 100% in Q4
Does the organization have a project management company and the progress made in implementing the CRM project can be automatically retrieved from the EPM, thus prohibiting employees to incorrect figures for the actual progress of the entire project.
V. Monitoring and Analysis
Now that the plans were already set, and progress has been registered on various KPI, it is time to track the performance of the organization and analyze the performance of the organization.
a. Monitoring
Understanding what happens at a particular moment within your organization is essential for effective performance management. Organizations must be able to:
o Review the progress against individual targets, departmental and organizational level.
o Learn how a department, branch or team leads to organizational goals.
o See how individual goals affect the strategy of the organization.
Can to do this, the MOC solution should provide dashboards, interactive dashboards and visual stop, officers and employees of authorized users informed about what is happening and how it relates to the overall performance of the organization.
Based on current and reliable information, the officials be able to study the situation at any time, and then offer the right decisions quickly, after an appropriate analysis of the data.
b. Analysis
Rich and powerful analytical capabilities, the user with answers to a “why”:
o Why is the performance dip while you wait to pic?
o Why citizen satisfaction is not better?
o Why is a forecast is off-target?
The solution helps companies answer these questions GPM, because it advanced visualization tools that enable them to provide a better understanding of the data faster. Help through the use of visualizations, such as scorecards, decomposition trees, and other tools to accelerate their understanding of what is happening at any time in their organizations.
V. GPM Solution – Technical Overview
The system offers a solution GPM end-to-end performance management cycle. It may be implemented using Microsoft technologies as follows:
O-modules. NET for Crafts / planning and execution
o build PerformancePoint Services MOSS 2007 into interactive dashboards and analytical reports
o SQL Server Analysis Services to build the data warehouse had to dashboard
o A workflow engine for building workflow required for the planning and execution
o MOSS 2007 to display plates on an intranet