Mayor Anthony Williams and Performance Management in Washington, DC

Mayer Anthony Williams and Performance Management in Washington, DC

Case Issues:

· Main Challenges

Improve the quality of city services and make the voters aware of the improvements.

· Performance Measurement

Introduced measureable ‘Scorecard’ goals for improving the services, focus on specific departments to measure improvements and accountability through performance management.

· Five strategic priorities

1- Building and sustaining neighborhoods

2- Strengthening children, youth and families

3- Making government work

4- Promoting economic development

5- Enhancing unity of purpose and democracy

· Inside the Department of Motor Vehicles

* Most unpopular department in the city

* Serious problem with operations

* Long waiting lines

* Less funds and resources

* Frontline employees were less informed and motivated

- Inside the Department of Consumer and Regulatory Affairs

* Department is offering too many services i.e. hodgepodge of services

* Everything was manual i.e. no information system was used

* Problem of lost data in the absence of any proper system to maintain it

* No one answers the phone calls

* Massive layoffs and constant turnover at the top

* Speed of the processes was very slow

* Managers didn’t know the processes

* Managers didn’t have the mechanism to track the processes

* Frontline people were not aware of the agency goals and targets

Public Administration Issues:

· Performance

There was no way to measure the performance of the department

· Motivation

Frontline employees were not motivated enough to give better performance

· Goals

Organizational goals were not clear and employees were not aware of them

· Tasks

Goals were not subdivided into tasks and it made them difficult to achieve