Getting real results in the public sector: implementing the Success Framework

Workshop #6

Getting real results in the public sector: implementing the Success Framework

Abstract

Governor Gary R. Herbert has set the following vision and target for Utah State Government:

Our obligation to the taxpayer requires that we continue delivering outstanding results over the next four years… [Our] target is to improve government operations and services by at least 25% (a combination of quality, throughput, and cost) by January 2017.

How will this ambitious target be achieved? The answer is by implementing the SUCCESS Framework which has been created in the State of Utah to specifically help public sector organizations implement Theory of Constraints principles and concepts to achieve significant results.

The SUCCESS Framework is:

S et measurable goals and targets
U se thinking tools and principles
C reate your strategy
C reate your organization
E ngage staff at all levels
S ynchronize policy and projects
S tay focused

The SUCCESS Framework is a set of principles and tools used by agency leaders to strengthen the quality of their services, improve the efficiency of their operations, and deliver continually increasing value to the citizens of Utah. These tools help agencies in meeting some of the complex challenges facing government services.

The SUCCESS Framework consists of three general parts:

  1. With an eye on becoming better, faster, and more cost efficient, state agencies simplify their strategic focus around major systems and the goals of those systems. Government performance is measured by a performance equation known as QT/OE. This equation measures performance in terms of the quality throughput achieved per operating expense (or dollar invested).
  2. A simple, one page operations improvement strategy (Throughput Operating Strategy or TOS) is produced for each major system. This improvement strategy is a high level process map that identifies the critical resource for the system and states what good likes like. This map helps leaders know where they can find the biggest opportunity for efficiency.
  3. Operational excellence tools are then applied to the system in ways that best promote improvement in quality throughput and to identify ways to do it for less expense. As the tools are applied, the improvements will be reflected in the performance measure, QT/OE.

The SUCCESS Framework promotes benefits for all parties. Those who receive government services benefit from the increased quality and responsiveness. State employees are empowered by the opportunity to increase the impact of their work and benefit from the increased capacity to respond to the demands placed on government services. Agency leaders build upon their strategic focus and are better able to communicate the value of their services and performance improvements to the public or interested stakeholders.

Operational excellence tools have been developed to help agencies apply the elements of the SUCCESS Framework:

  • Orientation and Agency Profile
  • Throughput Operating Strategy
  • Measurements
  • Maximizing the Control Point
  • Strategy and Tactics
  • Acceleration
  • Mistake Proofing
  • Engaging Staff and Change Management
  • Policy and Project Synchronization
  • Stay Focused

The right goals and measurements are vital to help any organization achieve great results and institute the process of ongoing improvement (POOGI). Without clarity of purpose, organizations and individuals flounder. Setting clear goals and targets around quality, throughput, and cost creates a clear focus on resources and inherently defines priorities. Establishing clear goals and targets, coupled with tools to baseline performance and track progress at the system and individual level, is the foundation for all future improvements. This is referred to as the power of the goal and target!

The SUCCESS Framework approach includes an effective performance measurement system that:

  • Ties performance measures to the system’s goal;
  • Defines a system’s quality, throughput, and cost;
  • Integrates these three critical performance elements (quality, throughput, and cost) into one ratio that captures the relational nature of each element;
  • Establishes base lines;
  • Focuses on results rather than activities;
  • Observes and quantifies the data at regular and frequent intervals;
  • Computes the same answer every time given the same data—providing an auditable and consistent methodology and calculation;
  • Drives decision-making, operations, and strategy;
  • Uses fewer measures; and
  • Incentivizes the right behavior.

Learn more about SUCCESS framework on the Governor’s Office of Management & Budget website

Benefits

The participants will get the following benefits from attending the workshop:

  • Understand proven tools to apply to their organizations to produce real results;
  • Hear real examples of how the tools were applied in various government agencies including corrections, economic development, environmental quality, health, human resources, human services, natural resources, public safety, tax, transportation, and workforce services;
  • Understand the SUCCESS Management Information System (SMIS) reporting and dashboard system for tracking agency results;
  • Learn lessons from the struggles and successes of applying the Theory of Constraints to Utah’s public sector;
  • Exposure to the actual results achieved to-date;
  • Upgrade the knowledge of how to apply an effective measurement system into an individual public sector organization to encourage people to do the right things and not do the wrong things; and
  • Learn how the budgeting processes and have been anchored to performance in accordance with the SUCCESS Framework to evaluate changes to base budgets and the need for additional investments in the context of impact on quality and throughput.

Workshop Agenda

  • Governor Herbert’s vision and target for Utah State Government
  • Explanation of the efficiency ratio established to measure progress towards the 25% improvement target or quality throughput divided by operating expense (QT/OE)
  • Examples from a variety of agencies on how they defined QT/OE
  • Description of the SUCCESS Framework and how it was developed
  • Presentation on each of the tools developed to help agencies apply the SUCCESS Framework and examples of application to a variety of state government agencies:
    • Orientation and Agency Profile
    • Throughput Operating Strategy
    • Measurements
    • Maximizing the Control Point
    • Strategy and Tactics
    • Acceleration
    • Mistake Proofing
    • Engaging Staff and Change Management
    • Policy and Project Synchronization
    • Stay Focused
  • Description of the SUCCESS Management Information System (SMIS) to report data, track progress, and produce management reports for the agencies and the Governor’s office
  • Governance structure that has been set up to hold agencies accountable to achieve results
  • Results and progress to achieve the 25% target
  • Description of how the state budgeting processes have been anchored to performance in accordance with the SUCCESS Framework to evaluate changes to base budgets and need for additional investments in the context of impact on quality and throughput
  • Question from the audience.
register

Key facts

Where, when

Start: 25.10.2013 09:00 (Friday)
Duration: 6 hours
Place: LITEXPO, Laisvės ave. 5, Vilnius

Who

Lecturers: Kristen Cox, Greg Gardner
Audience: Executives and officials of public sector institutions

Price

150 EUR

Registration

To register for this workshop please fill in the form.

About lecturers

Kristen Cox

Kristen CoxKristen Cox is a champion of continuous process improvement, Kristen Cox is Executive Director of the Governor’s Office of Management and Budget. Kristen’s success in adapting TOC principles as the catalyst for improving government operations by simultaneously increasing quality and performance while maintaining or reducing costs have won the State of Utah national and international recognition. Her goal over the next four years: a 25 percent improvement in state government operations.

Prior to her current assignment, Kris served as the Executive Director of the Utah Department of Workforce Services (DWS) and as a member of the Governor’s Cabinet. While at DWS, Kristen oversaw more than 100 state and federally funded programs that, in Utah, are very closely integrated. Major programs and services include employment and training, temporary assistance, unemployment insurance, medical and food stamp eligibility, refugee, veterans, housing, and community development. Kristen is passionate in her efforts to ensure that taxpayer dollars are protected, government bureaucracy is eliminated wherever possible, payments and services are dispersed timely and accurately, and customers are treated with dignity and respect.

Greg Gardner

Greg GardnerGreg Gardner is currently serving as the Director of Operational Excellence for Utah Governor’s Office of Management and Budget. Greg is one of key members of the team working to implement the SUCCESS Framework strategy – a tool to assist agencies in applying operational excellence tools to across Utah state government.

Before current appointment, Greg served as the Deputy Director for the Utah Department of Workforce Services (DWS). In this capacity Greg oversaw all of the department’s administrative functions including operational excellence, finance, administrative services, legal, internal audit, communications, workforce research and analysis, employee development, human resources, and information technology.

Registration

To register for this workshop please fill in the form.