HOUSING AND COMMUNITY DEVELOPMENT: IMPLEMENT A COMPREHENSIVE PERFORMANCE MEASUREMENT PROGRAM

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HOUSING AND COMMUNITY DEVELOPMENT:
IMPLEMENT A COMPREHENSIVE PERFORMANCE MEASUREMENT PROGRAM

 

Problem Identification:
Central administration and HCD management are often forced to make critical resource allocation decisions in the absence of meaningful performance and service data. This incomplete information limits the City’s ability to effectively and efficiently manage its limited budgetary resources.

Recommended Action:
Develop a comprehensive performance measurement program for all facets of Departmental operations.

Classification:
Cost Savings, Organizational, Revenue Enhancement, Service Improvement

Functional/Operational Area:
All Departmental Operations

Estimated Annual Impact:
While the immediate financial impact cannot be estimated, the regular collection and review of performance and service data can produce innumerable opportunities for improving the Department’s operations by equipping managers with the information necessary to make informed decisions regarding the allocation of resources and assignment of staff time.

Estimated Implementation Costs:
Can be accomplished with existing resources.

Barriers to Implementation:
The collection and analysis of performance and service data must become an increased priority for HCD’s leadership. Future automation efforts must be specifically geared towards improving tracking and reporting capabilities.

Projected Implementation:
45 days

Next Steps:
Utilizing the list of proposed indicators (linked below), HCD, in conjunction with representatives from the Mayor’s Office and stakeholders such as the Maryland Department of Housing and Community Development, must evaluate the adequacy of current data tracking and analysis efforts, identify those key indicators that best measure the effectiveness and efficiency of HCD’s operations, and begin to regularly report (at least on a monthly basis) on performance.

Analysis:
By focusing attention on what services HCD provides and how well it provides those services, a comprehensive performance measurement program can supply managers and the public with the information necessary to evaluate the efficiency and effectiveness of HCD’s services. The information yielded through these efforts can be used to justify requests for increased funding as well as to ensure the Department’s ability to sustain or increase services with the same or decreasing amounts of resources. Equally important, the program can increase the City’s accountability by providing the public with enhanced information about services.

Proposed Performance/Service Measures