|ISSUE 6 | FALL 2010|
The Council on Virginia's Future works in four areas -- strategic vision / roadmap development, assessment, service performance, and productivity improvement -- to enhance the state's effectiveness in making Virginia an even better place to live, work, and raise a family.
The Governor’s Commission on Government Reform and Restructuring has asked the Council to determine whether a new approach to state/regional/local relationships can foster:
The first phase of work is scheduled to be completed by the end of April 2011.
The Customer Service, Performance, Accountability & Transparency Committee of the Governor's Commission on Government Reform and Restructuring is charged with exploring concrete ways the Commonwealth might improve its services to citizens. Another Futures Forum, Assessing Customer Satisfaction with Virginia Government Services, was developed over the summer to help facilitate that process. Meeting at Capital One's West Creek campus in Richmond, representatives from the public and private sectors addressed best practices for gauging and improving customer satisfaction.
Council Executive Director Jane N. Kusiak kicked off the proceedings by pointing out that the ability to assess citizen satisfaction remains an important issue in further developing a system like Virginia Performs. Yet -- due to the complex relationships of service delivery and accountability among the various levels of government and non-profits, as well as the need to serve both internal and external customers -- getting an accurate reading of that satisfaction at the enterprise level can be challenging.
Still, most state agencies are taking individual steps to assess and improve customer satisfaction. At least 16 agencies include direct measures of satisfaction on Virginia Performs, and many more include measures of customer service such as transaction times, processing accuracy, etc.
Improving Service from the Inside Out
After Capital One discussed how the use of best practices and new approaches had dramatically improved customer service across their organization, a variety of state agency and local government representatives showcased their own efforts at assessing and improving customer service:
Several themes emerged from the collective weight of the material presented, as well as from forum attendee discussions and questions:
For a more complete summary of the Customer Service Forum, as well as access to presenter materials, please see our Futures Forum pages on the Council site.
The Commonwealth of Virginia Performance Budgeting (PB) system went live in September 2010. This first phase of the PB system replaces several supporting budget systems, including Probud, which was first deployed in 1980.
Six Modules Now Live
The new budgeting system represents another step forward in the ongoing transformation of the Commonwealth’s performance-based budgeting capabilities. The process began more than five years ago with the integration of planning processes, a new budget structure, and the creation of a comprehensive set of performance metrics. The new system is designed to take these capabilities to the next level.
The modules recently deployed are operating budget, capital budget, budget execution, six-year planning, budget bill narrative, and administration and reporting. The PB system has 500 core users and another 175 users can access reports through the Commonwealth's enterprise business intelligence tool, LogiXML.
Although DPB has had strong, nationally recognized performance budgeting and decision-making structures in place for some time, the core tools underlying them were no longer very efficient. The new PB system not only replaces outdated and vulnerable technology, it significantly enhances the state's analysis and assessment capabilities -- leading to widely improved accountability and transparency.
In preparation for the launch of the PB system, all users were provided Web-based training materials, live webinars, and documentation for each module. Since then, the PB Helpdesk has been assisting users in a timely manner with their access, security, and usability questions. Overall, the PB project office is receiving very favorable feedback on the system from agency users and DPB management.
The Performance Budgeting implementation project is a joint venture between the Department of Planning and Budget and the VITA Enterprise Applications Division. Agencies across the Commonwealth participated in oversight committees, workgroups, and user acceptance testing. Phase II of the project has now begun and will include an agency-level spending plan module and a strategic planning module.
The Productivity Investment Fund continues to partner with Virginia agencies for innovative solutions that reduce costs and improve service levels. Since inception in 2007, the Fund has invested $4.4 million in 38 projects across 20 agencies representing most Secretariats. These investments will generate a 5-to-1 return for the Commonwealth, helping to eliminate inefficiency, streamline operations, and facilitate value-added public-private partnerships.
Recent news includes:
For more Fund highlights and program-level details, please visit www.pif.virginia.gov.
Robert F. McDonnell | Vice
Chair: John O. “Dubby”
Executive Director: Jane
Full Council Membership
The Council on Virginia's Future produces this newsletter to keep you informed about
performance management in Virginia government -- its goals, methods, results and challenges.
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