Description

You can’t know where you are going unless you know where you are and where you have been. Performance measures help an agency discover its current position and measure it against its previous performance. They also help set goals for improved performance. Topics that will be addressed in this workshop include: Monitoring Agency Achievement of Program Goals and Objectives; Evaluation of Current Services and Programs: Understanding Key Performance Measures Indicators; Tracking Customer Service through Customer Complaints, Compliments, and Ridership; Evaluating the Agency Safety Record; and Monitoring Agency Contracts to Provide Service to Others and Vendor Contracts for Services Provided to the Agency. You will learn to move your organization from its current state toward the desired future through the use of performance measures and strategic planning.