That's nice and you're nice ‒ but I don't care: Aligning service-delivery to business requirements in the public sector
In the federal public service there is an almost-complete disconnection between the performance evaluation criteria applied to business leaders and the criteria applied to service providers.
As a consequence, even in situations where both the business and the service provider enjoy optimal relationships, the goals are not the same and may even be entirely contradictory.
In a climate centered on Results and Delivery, leaders cannot expect results if they do not mitigate this conflict.
The approaches proposed in this discussion align the service organization to the business. They promote mutual accountability by insisting on mutual performance alignment between the business and its services provider.
Outline/structure of the Session
- Compare business/service provider models in the private and public sectors
- Define the metrics used to define accountability for service deployment
- Assess the metrics' relative applicability to the public service model
- Explore performance measurement methodologies:
- Key Performance Indicators
- National Project Management System
- Error rates
- Explore the mechanisms which reward performance:
- Executive performance pay
- Employee performance pay
- Employee rewards and recognition
- Innovative models for team recognition
- Propose a probabilistic model which leverages agile methodologies to determine the likeliest success path to obtaining better services which align to the individual business and suit the whole of the organization
- Lines of business will possess a framework to hold service providers accountable
- Service providers will possess a framework to hold business lines accountable
Interested in learning how to get services to map directly to business priorities?
- Understand the public service context for mandated service delivery.
- Understand that, in the public service, the pendulum swings back and forth over time between centralizing service provision and allowing business lines more freedom to choose their paths.
schedule Submitted 2 weeks ago
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