
Strengthening Alternative 911 Emergency Response
Updated on November 22, 2023
Managers everywhere use performance dashboards as a way to visualize project data and easily track program capacity, efficiency, and outcomes. In government, we have worked with public agencies to develop and use performance dashboards to monitor and improve the performance of internal operations and external contracted service providers.
Most of the agencies we have worked with have existing performance dashboards that they regularly review with senior leadership. But the way data is typically presented can result in passive meetings that fail to generate new insights about agency operations or facilitate the identification of possible changes to improve outcomes.
In our work with dozens of state and local social services agencies, we have observed five design elements to integrate into every performance dashboard to enhance the likelihood that the data will lead to improvements in service delivery and outcomes for clients. These features are relevant for dashboards built both for data-driven performance management of agency providers and internal operations:
Below is an example dashboard used to manage the performance of family support services, delivered by three service providers contracted by a public child welfare agency (providers A, B, and C). The dashboard contains the five elements to help drive performance discussions and action during regular data-driven performance management meetings between agency and provider executives:
Designing dashboards with these five elements helps to set up agency staff to create meaningful insights, and then actually use those to deliver improved outcomes. Data alone is often necessary but not sufficient to drive performance. Instead, agency and provider staff need to work together to use the data to identify challenges and implement practical solutions. Incorporating these five elements into performance dashboards can set the stage for those critical conversations.
For more information about data-driven performance management strategies, including additional guidance and examples, visit the GPL’s Data-Driven Performance Management page.
Strengthening Alternative 911 Emergency Response
Strengthening Alternative 911 Emergency Response
Strengthening Alternative 911 Emergency Response
Strengthening Alternative 911 Emergency Response