Best Practices Performance Improvement

Transcription

1 Enchanted Land Enchanted Future for Children Best Practices Performance Improvement Presented by: Leslie McGrew 27 th Annual Training Conference Santa Fe, New Mexico November 07-10, 2010

2 Colorado s Experience Business Intelligence Grant (BIG) Performance Dashboard Leslie McGrew Evaluation Supervisor Colorado Division of CSE

3 Purpose Synergistic relationship between compliance and performance Initiate system caseload analysis capability using business intelligence tools Replace monthly exception-based reports Improve individual and county caseload performance

4 Emphasis Accurate representation of information Clear understanding by CSE workers Ability to drill down to case level to specify actions needed

5 Elevator Statement The CSE Tools Performance Dashboard will give CSE staff the tools to view caseload health, and identify actions to help improve caseload management and program effectiveness as measured by the four key performance indicators.

6 Dashboard Design Principles Keep it simple Provide the needed information quickly and clearly Minimize distractions and unnecessary embellishments that can create confusion Maintain consistency with the design to ensure accurate interpretation

7 Project Development Business Intelligence Workgroup County, State and Federal representation Review proposed solutions Provide input on specific functionality Elicit support, participation and cooperation Project Development Team Small group of programmers Development of both data warehouse and performance dashboard

8 Data Warehouse (Closet) Provides appropriate information for the dashboard without overloading the main production database Warehouse cost prohibitive Initial closet to be expanded in incremental steps

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10 CSe-Tools Browser based application toolkit Front-end application for statewide system Interfaces with statewide system using web services and file transfers Search and reporting capabilities Drill down capabilities to case and financial detail information from the statewide system

11 Performance Dashboard Prominently displayed in the middle of the CSe-Tools homepage Initial and immediate portrayal of caseload health on a single screen Visual display of prioritized information Ability to drill down to a list of cases that require action

12 Performance Dashboard (cont.) Specific to the following CSE Key Performance Indicators (KPI) Paternity Establishment Percentage Percent of Cases with Support Orders Percent of Current Support Paid Percent of Arrears Cases with a Payment KPI = quantifiable measurement that reflects an organization s critical success factors

13 Dashboard Format

14 Work Lists Based on logic of KPIs Redesigned after implementation based on feedback from grant participants Use of tags (colored dots) to identify a set of criteria indicating the type of action that may be needed

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17 Tags Green Yellow Peach Orange Blue Pink Black NCP employer is verified I/A is active NCP employer is not verified Reciprocal case is initiating NCP employer is not verified Reciprocal case is not initiating NCP address is verified NCP employer is not verified Reciprocal case is not initiating NCP address is not verified NCP has phone number NCP has valid NCP employer is verified I/A is inactive Order established or modified in last 30 days NCP Department of Corrections is yes $ Percent of MSO paid is greater or equal to 90%

18 KPI: Percent of Current Support Paid

19 KPI: Percent of Current Support Paid

20 Evaluation Data analysis for Percent of Current Support Paid Percent of Arrears Cases with a Payment Post-implementation surveys and interviews

21 Evaluation (cont.) Statistical findings invalid Low number of demonstration participants Short time-period (17 months) for grant Inability to develop assumptions and findings representative of the State Inability to isolate impact of variables

22 Evaluation (cont.) Post-implementation surveys and interviews provided wealth of information Lessons learned will ensure successful rollout of performance dashboard in CO Valuable information for other states interested in implementing a performance dashboard

23 Lessons Learned Training: Key to success Two-fold Functionality of the dashboard, especially if new technology is involved How to use the dashboard to manage a caseload Define clear expectations Replacement vs Supplemental tool Resistance to change

24 Lessons Learned (cont.) Value = Caseload Size Less value for workers with smaller caseloads or from smaller counties Ten large Colorado counties = 80% of State s caseload = very valuable to Colorado

25 Lessons Learned (cont.) Support must come from the TOP down Real-time interface is critical More information is not always better Ability to create personalized work lists Identify cases reported on multiple work lists

26 Lessons Learned (cont.) Functionality to record notes on work lists minimizes duplicated research and allows continuous analysis at a case level Matrix of appropriate actions for each work list/tag for less experienced workers

27 Finale Final grant report submitted September 30, 2010 Statewide rollout to commence January 2011

28 Transition Page