Step UP Performance Management System - A Unique New Diagnostic Strategy

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1 State of Oklahoma 2009 NASCIO Recognition Awards Nomination Step UP Performance Management System Department of Health Nominating Category: Digital Government: Government to Government (G to G) Lead, Support, Serve

2 B. Executive Summary Prior to the initiation of the Step UP performance management system, there was no uniform and periodic way across the Department to measure performance of services provided. There was inconsistent monitoring and no streamlined efforts and direction toward improving the health of all Oklahomans. The Oklahoma State Department of Health s Strategies Toward Excellence Performance--Unlimited Potential (STEP UP) Performance Management System went live in 2008, and was designed to promote thoughtful planning and decision-making toward creating programmatic goals and objectives; enhance the development of innovative activities and strategies for meeting those objectives; and assure periodic measurement of quantifiable performance measures important to achieving the selected goals and objectives. TESTIMONIAL The Step Up Performance Management System process requires that everyone look very closely at what their programs are supposed to do and set goals and objectives for that program; at the very small level for very small programs to a much larger level for large divisions and services; but defining goals and objectives that you are held accountable for and following those goals and objectives over time to assure that we are being effective. I can t emphasize how critical this is in the practice of public health total. - - Dr. Mike Crutcher, Former Secretary of Health and Commissioner of Health 2009 NASCIO Recognition Awards Page 2 of 7

3 C. Description of the Business Problem and Solution The Step UP Performance Management System features innovative technology to fulfill the Oklahoma State Department of Health s need for health related information. The Oklahoma State Department of Health (hereinafter: OSDH) with the assistance of OK.gov, the state s official website, created an online Performance Management System to accomplish the vision and mission of the agency within the framework of the accepted guiding principles. Performance management incorporates the concepts of strategic planning, quality improvement, and program planning and evaluation by providing a framework for aligning strategies throughout the agency. The goal of the Step UP Performance Management System is to optimize the human potential within OSDH by increasing alignment of strategic initiatives toward the defined organizational goals and objectives and providing accountability to stakeholders. The Step UP Performance Management System facilitates an online Performance Management process that involves four different user types: 1. Performance Management Administrator Representative of the Office of Performance Management who has universal access to all records, and can add, edit and delete accounts of all user types. 2. Agency Commissioner Representative of an agency who has view access to records of their agency s Deputies and Direct Report/Service Areas. 3. Deputy Area Representative of an area who has approval access to records for their respective Direct Report/Service Areas. 4. Direct Report/Service Area Representative of a service area who has input/creation/view access to their respective records. Prior to launching the Step UP Performance Management System, OSDH used three systems to collect performance management information. Now, the online service has replaced the 3 previous systems and enables OSDH agency personnel to easily enter their performance management information including 5-year goals, objectives and performance measures. The online service has provided a single-point of data entry, which has streamlined OSDH s personnel, legislative and budget reporting requirements. The Step UP Performance Management System is located at The templates OSDH employees use to perform their daily performance management goals include: Overview and Public Health System Alignment Strategic Plan and Performance Measure Annual Review 2009 NASCIO Recognition Awards Page 3 of 7

4 OSDH personnel for Direct Report/Service areas submit data using these templates. Deputies, Agency Commissioners and Performance Management Administrators have the ability to provide approvals or view information on the template submissions and utilize reporting capabilities to facilitate decision-making. Critical to the success of the Step UP Performance Management System is the concept of a continuous and on-going cycle of improvement. Initial assessment of key performance measures identifies a problem or concern that stimulates implementation of a strategy or initiative. The cycle of improvement continues with the re-measurement after the implementation of the strategy to determine if improvement has occurred. Features of the Step UP Performance Management System are complex and include: Multiple security access levels Multiple views depending on access level Workflow management including approvals/rejections/resubmissions and tracking An internal commenting module that allows the sending and receiving of comments based on workflow relationships (see screen shot to the left) confirmations at each status change including registration setup; also informs user when action is required Reporting module that shows graphically how well the users are doing on their goals. (Bar charts and line charts are also included see line chart example to the right) 2009 NASCIO Recognition Awards Page 4 of 7

5 Time/date stamps are used at all levels to record creation and edits to all data Pop Up Help Assistance throughout the online service Administrative users have easy access to modify the online service which such tools as: o Manage Users - allows administrators to attach personnel to a specific access level o Manage Documents - allows administrators to upload/edit/delete documents with descriptions for the users to view/download (see user view to the right) o Manage Link List - allows administrators to add/edit/delete links to external URLS relating to the online service or agency (see user view above) o Manage Drop Down Menus allows administrators to modify the system to fit the agency s current structure by providing the ability to change focus areas, deputy areas, direct report/service areas, measure types, and relationship to strategic map goals (see screenshot to the left) 2009 NASCIO Recognition Awards Page 5 of 7

6 o Manage FAQs allows administrator to add/edit/delete frequently asked questions related to the online service D. Significance of the Project The Step UP Performance Management System is measured by the following significant efforts for the improvement of Government: The system enables the electronic dissemination of information in a secure manner. The online service provides a centralized avenue for all health related agencies to provide valuable statistics to evaluate and use to implement better programs which can be accessed on a 24/7 basis. The administrative module is adaptable should criteria for performance management change. E. Benefit of the Project The benefit of the system for the agency is reflected in the following anticipated outcomes of the Step UP Performance Management System: Improved performance by leaders in the OSDH; Improved performance by managers, supervisors and program areas; Improved performance in the agency s overall operations; and Improved health status for the population served by OSDH (Oklahomans). Additional benefits of the system allow for performance and outcome measures to be used in multiple ways, including: Assess overall health agencies in Oklahoma and their effectiveness. Measure and evaluate disparities of care. Satisfy federal, state, department and local reporting requirements. Return on Investment No formal Return On Investment analysis was done for the online service; however, OSDH estimates a very large return on investment in both cost savings and health improvements made. Development occurred in approximately six months at a cost of a one-time fee of $38,490 in The system incurs no monthly maintenance charges 2009 NASCIO Recognition Awards Page 6 of 7

7 and the agency utilizes free customer service support through OK.gov, the state s official Web site. The real return on investment the Step UP Performance Management System is providing is department-wide institutionalization of performance improvement and continuous quality improvement to assure services provided at the OSDH are the best health and wellness services possible to the citizens of Oklahoma. The system provides a centralized area where managers can access service area performance goals with company strategy, and use performance data to strategically plan resources for the future. For those reasons, the Step UP Performance Management System meets key criteria to measurably improve OSDH s performance in the health arena, a factor that is invaluable to achieving goals and objectives and could provide savings and benefits into the hundred thousands or more. Additionally, this system has been set-up to assure the most effective quality services possible are provided through the OSDH and in turn, should result in longer and better health and quality of life for the citizens of our state and generations to come. While this may not be able to be computed in exact dollars, it is priceless, as the worth of good health and quality of life for our citizens is immeasurable. Adoption of the Service Internet access and a valid address are the only requirements in order for OSDH employees to use the Step UP Performance Management System. Currently, there are 58 active users in the system, which includes: 5 Performance Management Administrators 2 Agency Commissioners 6 Deputy Area 45 Direct Report/Service Area Training was performed for administration staff and comprehensive user guides were built for all other users and is easily available through the left navigation pane of the online service. In order to provide examples of accepted data, all users also have easy access to: Operational Assessment Plan Action Plan Form Completed Template Form Examples Quality Improvement/Performance Management Tools User Guides 2009 NASCIO Recognition Awards Page 7 of 7