charlotte’s balanced...
TRANSCRIPT
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October 10-12, 2006 Washington, D.C.
Government Summit 2006
Balanced Scorecard Collaborative/Palladium • 55 Old Bedford Road • Lincoln, MA 01773 • Tel: 781.259.3737 • Fax: 781.259.3389 • bscol.com
Charlotte’s Balanced Scorecard:Aligning Vision with Government Performance
Pam SyfertCity ManagerCity of Charlotte
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City of Charlotte• Population: 658,848
• Council/Manager Government
• 6,491 employees
• $1.37 billion budget
• Second largest financial center in U.S.
• Used Balanced Scorecard since 1996
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The safest large city in America
The most prosperous for all citizens
A city of great neighborhoods
The premier city for integrating land use and transportation choices
A city of environmental stewardship
Charlotte’s Balanced ScorecardAligning the Vision…
Charlotte will be:
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Service: garbage collection; water/sewer; transit; housing
Regulate: ordinances/codes; zoning; land development
Protect: police; fire; environment;
Build: infrastructure; public facilities
Administer: collect revenues; human resources; data management
Charlotte’s Balanced Scorecard… with Government Roles
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Charlotte’s Balanced Scorecard
ThemesCouncil communicates themes to Leadership
Corporate ScorecardResponse becomes strategic objectives
Key Business UnitsOrganization implements
VisionCity’s vision statement
Annual Council Strategy Retreat
Council Committees/Focus Area
Cabinets
16 Corporate Objectives
Business Plans/Scorecards
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• Five strategic themes adopted by City Council• Balanced Scorecard perspectives modified to city
needs– Serve the Customer– Manage Resources– Run the Business– Develop Employees
• 16 Corporate Goals• Key Business Units link to corporate scorecard
through their business plans
Charlotte’s Balanced ScorecardHow it Works
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• Bring people together from different key business units to work on strategies and plans– Theme Cabinets– Work Teams: Run the Business, Manage
Resources– Manager’s Cabinet
• Organize Council committees around themes• Promote and reward collaboration
Charlotte’s Balanced ScorecardHow it Works
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Increase Perception of
Safety
Strengthen Neighborhoods
Safeguard the
Environment
Provide Transportation
Choices
Reduce Crime
Promote Economic
Opportunity
Charlotte’s Balanced ScorecardTransportation Linkage
– Initiative - Design or redesign streets to increase safety for pedestrians and bicyclists and to reduce speeding in neighborhoods
– Target - Percentage application of street design guidelines on new land development plans
Serve the Customer
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Charlotte’s Balanced ScorecardTransportation Linkage
– Initiative - Improve citizen access to city services
– Target - Rating in biennial citizen survey of good or better from 70% of respondents
- Support with data and personnel for successful opening of 311 Call Center
Develop Collaborative
Solutions
Enhance Customer Service
Optimize Business
Processes
Run the Business
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Charlotte’s Balanced ScorecardTransportation Linkage
– Initiative - Development of agreement of regional travel demand model
– Target - Agreement in place by January 2006
– Initiative - Collaborate with Neighborhood Development on neighborhood issues
– Target - Percentage participation in neighborhood improvement projects
Develop Collaborative
Solutions
Enhance Customer Service
Optimize Business
Processes
Run the Business
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Increase Perception of
Safety
Strengthen Neighborhoods
Safeguard the
Environment
Provide Transportation
Choices
Reduce Crime
Promote Economic
Opportunity
– Initiative - Conduct housing and property inspections to enforce city codes
– Target - Number of compliances achieved and Improvement in Neighborhood Quality of Life Index Scores
Serve the Customer
Charlotte’s Balanced ScorecardNeighborhood Development Linkage
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Deliver Competitive
Services
Expand Tax Base &
Revenues
Invest
in Infrastructure
Maintain AAA Rating
– Initiative - Manage Housing Trust Funds and housing projects to leverage private funds with public funds to expand number of housing units
– Target - Leverage ratio of one public dollar to five private dollars
Manage Resources
Charlotte’s Balanced ScorecardNeighborhood Development Linkage
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Charlotte’s Balanced ScorecardNeighborhood Development Linkage
– Initiative - Develop a strategic IT Portfolio for Neighborhood Development functions
– Target - Implement the City View Code Enforcement Information System by year end
Develop Collaborative
Solutions
Enhance Customer Service
Optimize Business
Processes
Run the Business
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Charlotte’s Balanced ScorecardAlignment of Key Business and Corporate Support Functions
Business PlanningBudgetingTraining and DevelopmentCustomer Service PhilosophyIT Investments
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Charlotte’s Balanced ScorecardCurrent Challenges
• Customer Service• 311 Call Center - 13 Different data platforms • “SILO” approach• “My customer” not the citizen• Not achieving excellent customer service
Develop Collaborative
Solutions
Enhance Customer Service
Optimize Business
Processes
Run the Business
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Charlotte’s Balanced ScorecardCurrent Challenges
• IT Investments• Separate e-mail systems• Multiple work order systems• Duplication• Priorities for expenditures not made
strategically•
Develop Collaborative
Solutions
Enhance Customer Service
Optimize Business
Processes
Run the Business
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• Goals– Adopt a unified citizen view of city services– Align expenditures with priorities – Eliminate duplication
• Teams organized across Key Business Units– Policy Management – Technology Management – Strategic Alignment– Total Cost of Ownership
• Celebrate results to date
Charlotte’s Balanced ScorecardTechnology Collaboration
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• Manager’s Strategy AwardRecognizes a Key Business Unit or team that has made significant progress in a key area:– 2006 Award - Developing Collaboration Solutions
• South Corridor Light Rail Transit/Infrastructure Program• Team of six Key Business Units (51 team members)• Awarded on September 20th
– Previous Awards• Training and development (2005)• Communicating the balanced scorecard and strategy
(2004)• Integrating strategy and budget (2003)
Charlotte’s Balanced ScorecardCelebrating Achievement
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More Information• Web site:
www.charmeck.org/cibudget– Publications available
• Focus Area Plans• Balanced Scorecard• Strategic Operating Plan • Year End Report
– BSC references
– Frequent questions