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PS-1 - Measuring Performance in The Public Sector

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By the end of the program, participants will be able to: Use KPIs to measure strategic and operational performance in their public sector environment Employ their knowledge in performance management hierarchy and components Select and implement outcome level organizational KPIs Select and implement enabler level organizational KPIs Design a complete performance management system and process

Why Attend

The public sector is increasingly under pressure to match private sector performance and practices. Stakeholders demand the best out of their public sector entities with clear focus on wider society, customer and employee outcomes. In this course, we will cover key elements of world-class performance management systems. We will also discuss KPIs in full and practice their development and use in all areas within public sector entity and with its partners

Target Competencies

  • KPI development and use
  • Systems thinking
  • KPI measurement
  • KPI reporting
  • Cross-Entity collaboration
  • Problem solving
  • Results orientation

Program Outline

KPIs and their link to strategy and operations

  • Examples of good KPIs
  • KPIs role in managing performance in the public sector
  • The key elements of public sector strategy
  • Success factors for an effective performance management system
  • Defining effective KPIs to address the needs of all key stakeholders
  • The system model in a public sector organization
  • Differentiating between types of KPIs and their cause-effect relationships
  • Typical Issues with KPI Measurement Systems 

Public Sector Performance Management Components

  • Performance Management Hierarchy
  • National KPIs
  • Entity Strategic KPIs
  • Entity Operational KPIs
  • Entity Operational Performance Measures (OPMs)
  • Government Wide Shared KPIs

Selecting Public Sector Outcome KPIs

  • Balanced Measures: One Concept, Different Frameworks
  • 7 Steps to Determine the Most Critical Public Sector KPIs
  • KPI Measurement System Evaluation
  • Top Ten KPIs
  • Definition of Outcome Based KPIs
  • The Stakeholder Perspective Model
  • Defining Customer Value and Satisfaction KPIs
  • The Customer Perspective - Core KPIs
  • The Customer Value Proposition (UVP)
  • The Customer Satisfaction Index (CSI)

Selecting Public Sector Enabler KPIs

  • Examining How KPIs are Selected
  • Defining Service Quality KPIs
  • The Business Process Perspective: The Value Chain Model
  • The Eight Dimensions of Quality
  • Product and Service Quality Index Report Card
  • Defining Process and Operational Efficiency KPIs that Drive Internal Activities
  • Measuring Supplier Performance: Scorecard Categories
  • Measuring Society Results that Ensure Sustainability
  • Defining Human Capital Performance and Satisfaction KPIs that Support a High Performance Culture
  • Components of Employee Satisfaction Surveys
  • The Employee Satisfaction Index (ESI)
  • The Learning and Growth Measurement Framework
  • The Finance Perspective Model

Designing the Performance Management System (PMS)

  • Implementing Government-Wide Delivery Agreements
  • PMS Purpose and Guiding Principles
  • Assigning Performance Management Accountabilities
  • Selecting, Validating and Documenting KPIs
  • Benchmarking and Selecting Performance Targets
  • Collecting, Measuring and Documenting Performance Results 
  • Analyzing Performance and Root Causes
  • Reporting Performance in the Public Sector
  • Conducting Operational and Strategy Review Meetings Collaboratively
  • Utilizing Performance Improvement Plans
AED 12,854
US$ 3,500
Register Now

Duration: 5 Days

Intakes: Every Month

Language: English

Who will Benefit:
All public sector managers and senior professionals who are involved in influencing, formulating or executing the long-term planning and strategy of their department and/or organization, as well as those who are responsible for linking, measuring and improving the performance of the organization, including strategy or performance management professionals, balanced scorecard course managers, business unit and department managers and business analysts.