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Executive Summary

Step 1: Developing a Stakeholder-driven Strategy

• Develop a stakeholder-drive strategy to deal with reinventing, or modernising, government programmes and public expectations for performance breakthroughs.
• Discover the lessons learnt by the City of Charles, USA, and Centrelink, Australia in responding to a "reinventing government" agenda.

Step 2: Defining Strategic Performance Priorities

• Determine the essential elements for a strategy that will deliver the priority outcomes for key stakeholders.
• Learn how to balance long-term goals with short-term imperatives.
• Apply lessons from pioneering organizations that have successfully driven performance-focused change

Step 3: Choosing a Measurement Framework

• Select a suitable performance management framework to support the development of appropriate practices, processes and measures.
• Compare the pros and cons of the most commonly used performance frameworks including the Balanced Scorecard, The European Federation for Quality Management, EFQM, Excellence Model, Malcolm Baldrige National Quality Award, the UK's Comprehensive Performance Assessment Framework and The Performance Prism.

Step 4: Selecting the Right Measures

• Identify the key performance indicators that can be used to track outcomes and strategic goals.
• Set targeted measures at operational level to support continuous improvement.
• Use measures to benchmark results with other public sector organizations and identify new methods of performance improvement.

Step 5: Using Alignment and Accountability

• Use a performance measurement cascade to align strategic objectives with operational measures.
• Make staff at all levels of the organization accountable and responsible for the achievement of performance goals.
• Involve staff at operational levels to ensure that measures meet both strategic and local requirements.

Step 6: Creating a Performance Culture

• Create a performance culture where staff adopt the values, beliefs and behaviour that enables the organization to achieve its goals.
• Apply the principles of culture change to create a climate where performance improvement becomes a way of life.
• Develop appraisal, reward and other schemes that underpin the performance culture.

Step 7: Making Performance Improvement Sustainable

• Build in reviews and feedback mechanisms to ensure that performance improvement is sustainable.
• Define the objectives and purpose of performance reviews for strategic and operational levels.
• Develop the processes and follow-through practices that enable the conclusions of reviews to be turned into actions.