Are We There Yet? - Performance Measurement through Process Optimization, Collaboration, & Technology Integration

Are we There Yet? - Performance Measurement through Process Optimization, Collaboration, & Technology Integration Primary Author and Presenter: Jeanetta Williams, GISP, PMP, MPA — Prince William County Service Authority Co-Authors: Aniruddha Guha, GISP — Prince William County Service Authority Irma Houck — Prince William County Service Authority Jillian Rosche — Prince William County Service Authority Aditya Ramamurthy, PE, PMP, PMI-ACP — Kennedy/Jenks Consultants, Inc. Janice Sloan — Kennedy/Jenks Consultants, Inc. Aligning with an enterprise data management program demonstrates Prince William County Service Authority's (SA) commitment to its established mission of a continually changing and evolving organization. Importantly, the heart of the organization is the group of dedicated staff who have committed to a course of action and a specific set of activities that all add up to the daily conduct of the mission and ultimately, toward the achievement of the organization's vision. The SA has developed and adopted a robust and cohesive enterprise data management implementation strategy. To develop a best-in-class data management program that responds to the business needs of both the SA and its key stakeholders, active engagement and participation of staff is key. The SA is committed to providing advanced and accessible technology throughout the organization to build an adaptable, data-driven, and cost-efficient enterprise. The SA's investments in integrated technology provide users access to real-time information in a fast, simple way, which drives the SA to new levels of efficiency and value. The SA has adopted the Malcolm Baldrige Performance Excellence Framework and constantly seeks ways to enhance its services to its customers as well as continuously improve as an organization. To track organizational performance, the SA established the Performance Benchmarking Accountability Committee (PBAC). PBAC established 50 key performance indicators across several organizational 'Areas of Excellence' including Customer Satisfaction, Workforce Excellence, Sustainable Operations, Financial Viability and Advanced Accessible Technology. Over the past 3 years, the SA has developed, defined, tracked, and reported on each of these 50 performance indicators leading to organization-wide performance excellence. Additionally, the SA is not only in the process of actively analyzing a variety of data (operational, meteorological, employee health, contaminant warning system datasets) but also working to integrate datasets from several enterprise systems (GIS (ESRI), maintenance management system (Cityworks), financial system (JD Edwards), CRM (Cayenta), vehicle tracking software, VA 811) into a more stable and reliable SQL server database that is then mapped to the integrated business intelligence solution that serve as the end-user interface for business decision making. This presentation will provide a broad overview and share success stories and lessons learned over the past 3 years related to: - Benchmarking and Performance Measurement at the SA using the PBAC 50 Metrics - Business Process Optimization related to data collection, management, and reporting - Effective communication of the PBAC 50 metrics to the SA Executive leadership using on-demand performance reporting dashboards (SA uses Tableau) - Change management strategies related to data collection - On-going data analysis and integration efforts and next steps Through efforts such as these, the SA was recognized and awarded the Virginia Senate Productivity and Quality Award (SPQA) Achievement Award from the US Senate SPQA Program. This presentation is applicable to a broad range of conference attendees including Utility Managers, Utility Leaders, Board Members, Data Management Professionals, Business Process Optimization staff, and consultants.