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Colorado State Government: Performance Management Overview Results Driven Government session for Impact Denver David Padrino, Chief of Staff to the Lieutenant Governor & Deputy Chief Operating Officer July 26, 2016 Lets get one thing out of the way up front Brian is more fun than me And I havent written a book HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 2 Context $27B conglomerate (Fortunes top ~120) with 19 principal departments ~30,000 person workforce Constitutional and legislative controls on spending priorities and revenue Era of do more with less HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 3 Why do I wake up in the

morning? HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 4 Performance Management Framework Key Program Elements What are our priorities? How will we achieve them? How will we know we are successful? How do we make it last? Vision & Values Administratio n goals Department

Performanc e Goals Governance, Planning & Execution Reporting & Evaluation Customer-focused Culture Administration strategic planning Department Performance Plans Department, Administration and Cabinet member goal alignment SMART Act legislation Cabinet working groups

Perf. Mgt team support for Depts. Administration results dashboard SMART Act reports Statewide Lean program Results First Performance Management Academy Employee engagement support Promoting a culture of customer-focused operational excellence across state government Four components of a culture of customerfocused operational excellence 1. Results focused customer value creation, measure what matters 2. Organizational alignment clear goals understood by all, operations drive towards long term vision 3. Continuous process improvement consistent emphasis on making processes more efficient and effective 4. Engaged employees employees who are ready (understand their role and goals), willing (motivated to support the vision) and able (have the skills / authority to do the job) HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt

6 Goals, metrics, plans, meetings basic but necessary The nuts and bolts of managing government performance Administration Goals Group HEALTH Goals Reduce incidence of substance use disorders Reduce impact on daily life from mental illness Control obesity rate Increase immunization rate Improve health care coverage Improve value in health care service delivery Ensure air and water quality are improved and protected by reducing air and water pollution Enhance land stewardship through increased conservation ENVIRONMENT / Increase recreational usage of state land ENERGY Ensure a sustainable water future (metrics to be set late 2015) Continue to be the leader in community-sensitive and environmentally responsible energy development WORKFORCE / EDUCATION 3. Example Roadmap - Goal: Close the attainment gap Outcome measures

Lead measures Increase graduation rates for underserved student groups including: Hispanic, African American, Native American & Pacific Islanders in our public IHEs Reduce attainment gap between the Colorado adult population aged 18-24, underserved & non-underserved; aged 25-34, underserved & non-underserved Close the attainment gap Align resources and improve access to information within the workforce ecosystem to best meet customers (employer, jobseeker, student) needs Increase job placement rate, continued employment rate and average wages in our programs Key activities / programs and owners Increase FAFSA Completion for all Colorado High School seniors Increase enrollment for underserved students in public IHEs Increase retention rates for underserved students in our public IHEs Increase number of awards (certificate <30 hours and degrees) of postsecondary credentials for underserved students in public IHEs FY Q1 J ul FY Q2 Aug Sep Expand broadband access and speed 1 Revise & Create Policies (Policy)

Implement academic, student services & financial policies to ECONOMIC Promote entrepreneurship and business growth by streamlining regulations and making government business provide underserved students with clearer, easier pathways to DEVELOPMENT/ services and requirements easier to navigate a certificate or degree. (Policy) INFRASTRUCTURE Increase travel time reliability in two corridors (I-25 and I-70) through transportation and technology Create a plan to invite the for-profit and the not-for-profit private higher education institutions to develop policies into infrastructure enhancements Dec J an DPOS Board Meeting FY Q4 Feb Mar Apr May J un CCHE Approval

2 Intentionally focus services to incent credential attainment Reduce the recidivism rate Reduce fatal and injury highway crashes End veteran homelessness for underserved students (Outreach & Advocacy) IHE Advisors Convening Increase access for underserved populations to planning tools about postsecondary and career opportunities (CIC) Increase number of underserved families planning financially for their children's higher education (CI) Communicate data & best practices regarding guided pathways to success & student success strategies to better focus DHE and IHE efforts (SS&AA) Increase 8 and target resources (Finance) Admission Tool Live & P-TECH MOU posted HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt FY Q3 Nov

Governing Board Summit our work to close the gap (Outreach & Advocacy) GOVERNMENT SERVICES Oct DRAFT FOR DISCUSSION: Confidential, protected work product 3 Increase scholarship giving for underserved students (COSI) Develop a budget & legislative agenda for fiscal years that focus on closing the attainment gap (Finance & Policy) Fine tune existing higher education funding allocation formula to incent IHE's to help close the gap (Finance, D&R) Fine tune existing need-based financial aid allocation model to target financial resources to under-served students (Finance) Improve collection, development & reporting of data on P20 continuum to inform practice & service on closing gap (D&R)

Outreach Campaign Initial Phase Complete Guided Pathways Summit Lumina/ Strategy Labs Board Rules Approval CCHE Tuition Policy to General Assembly Colorado Progress Report Talent Pipeline Report Goal: Ensure air and water quality are improved Scholarship Match Commitments Sent Lead measure: #homes per month with HERS Index score NGA Video & Dashboard District at A Glance Grantee Symposium

J ob Skills Report Postsecondary Outcomes & Success Introduce Gap Metrics Strategy: Transform and impact energy end use markets Concurrent Enrollment Report Key milestone HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt DRAFT FOR DISCUSSION: Confidential, protected work product 44 33,407 32,782 Actual and Target HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt

Estimates and Target UNDERSTANDING THE METRIC 2016 target is 33,407 homes with HERS Index Score March 2016 data showed 30,688 homes with HERS out of a target number of 31,157 UNDERSTANDING OUR PERFORMANCE On track, slightly below target Data is tracking nearly on target with averages proj ected to be ~625 homes shy of the 2016 target Seasonal bump in numbers is expected in spring due to building and buying seasons 7 7 Lean program: working towards embedding continuous improvement in the culture Dept Lean programs will naturally be at different points

across the development continuum Aspect Baseline Growing Advanced Leadership Executive acceptance of Lean, with a few key visible supporters Majority of Executives and management support Lean Consistent, visible and strong support for Lean across Executives, management ranks Program organization Identified Lean champion and project leaders; Dept program basics (e.g. how to activate an event) in place Lean Champion, with Executive

support, driving growth across all aspects of Dept program Lean program and continuous improvement activities integrated into regular Department operations Training Lean champions and project leaders received baseline training Lean champion, project leaders and core cadre of lean participants actively pursue continuous learning opportunities Broad Lean community established with experts able to train or support other Depts Awareness Moderate awareness of Lean across all employees (~50%) Growing awareness of Lean and Dept program across all

employees (~75%) Broad awareness of Lean and Dept program across all employees (~90%+) Project Completion Modest number of high impact projects and higher number of quick wins Growing number of high impact projects and quick wins, with a focus on Dept major goals High number of high impact projects per year, focused on Depts major goals Lean viewed as an important Leadership effort Lean understood as helpful set of tools at all levels Lean thinking knitted into the culture, simply how we do business

Culture Each aspect may be at a different level, but they often advance together - with Leadership leading HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 5 8 Capability building and employee engagement HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 9 Example 1: Behavioral Economics, or: How do we make it more likely that Capn Crunch will pay his taxes on time? HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 10 Quick: which do you prefer? Source: Kahneman, Thinking Fast and Slow HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt

11 Now thats a big number 5% HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 12 Example 2: Results First, or: What if tested whether or not our programs deliver real ROI? Program Inventories HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt + Benefit Cost Model = ROI 13 What we found (I) Adult Criminal Justice programs

21 assessed: Prison, Parole, Community Corrections, other Community Treatment 13 with + ROI; 8 with ROI Juvenile Justice programs 8 assessed: DYC Facilities and Parole 7 with + ROI; 1 with ROI Child Welfare programs 4 assessed, all with + ROI HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 14 What we found (II) Additional learnings Limitations in identifying data on state-funded programs Limited to no research available on effectiveness Although certain programs are evidence-based, issues with fidelity remain HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 15 Example 3: Performance Management Academy, or: Wouldnt it be great to give people the skills to drive the change we want to see? HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt

16 Is it working? 93% 96% 100% 80% 96% 100% 79% 82% 60% 40% 20% 2015 2016 0% Ive been in state government for over 20 years, and the Performance Management Academy is the best professional development opportunity Ive ever gotten. I am really inspired by your focus on the customer and on results. his is the best professional development experience Ive ever had. Thank you. - 2016 Academy attendee, CFO for department with multi billion budget Source: Academy attendee survey 2015 and 2016

HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 17 Is it really working? Max Score = 12 Average score of performance plan "quality" 12.0 11.0 10.0 9.0 8.0 7.0 6.0 5.0 4.0 3.0 2.0 1.0 0.0 7.4 8.9 1.8 0.2 FY 2012-13

FY 2013-14 FY 2014-15 FY 2015-16 Median Source: Performance Management Team analysis HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 18 Is it really working on things that matter? Goal 2014 Baseline 1 Yr Goal 2015 result 2016 YTD Improve customer service excellence rating

56% 73% 70% 93% Reduce information security risk across departments (index) 18.4 16.6 15.4 9.7 Increase employee engagement 56% 58% 62% 67%

HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 19 Back to our opening story HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 20 What did the department do? HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 21 HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 22 HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 23 HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 24 Group Exercise Logic Tree

HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 25 A logic tree can help you think through how to achieve your goals Logic tree: A problem solving tool that breaks a problem into discrete chunks to identify the logical relationships and exhaustive possible paths to address the problem Why use logic trees in general? To break a problem into component parts To take a consistent and comprehensive approach to problem solving To build a common understanding and approach to problem solving within the team To help focus team efforts How does a logic tree help me think through how to achieve my goals? The base problem should be framed why the goal is needed As you break this down from left to right, you will address different potential approaches strategic choices Then, you can prioritize which strategies or branches along the tree have the best combination of impact and feasibility Select the activities to implement strategies specific operations (programs) and processes (activities) HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt

Issue 1 Issue 2 Problem or Goal Issue 3 Sub-issue Sub-issue Sub-issue Sub-issue Sub-issue Sub-issue Issue 4 Issue 5 Sub-issue Sub-issue 26 Example logic tree Food Clothing Buy fewer items How could you reduce your

expenditure each month? HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt Entertainment Travel Pay less for same quantity of items Buy lower-quality items Buy items at discount/on sale Share costs of items (e.g., split rent with roommate, car pool) 27 Colorado State Patrol Logic Tree Example Strategic choices Program s Highway supervision

How do we... Reduce the number of fatal & injury crashes from 3,725 to 3,166 by 2018 for highway users under the CSPs jurisdiction? Enforce laws around the most dangerous driving behaviors (HVPT, DUID, seat belts) Enhance public awareness around the risks of dangerous driving behaviors HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt Trooper scheduling & deployment Highway

patrolling DUI / DUID checkpoints Trooper education Recruitment & Training Public education & outreach Community visits Enforcement Implement primary seat belt legislation Operation s Trooper scheduling & deployment Highway patrolling

Public education & outreach Media campaign 28 Your turn Think about a goal you are working on in your personal or professional life (make it a goal you are ready to talk about with someone else) Take 10 minutes to work on a logic tree for that goal Share with a partner and get feedback on what youve put together Well pick a few groups to talk about what was difficult, helpful or interesting about this exercise HVSC - Backlog Optimization - B Galush A Yost Apr 1 2011 vf.ppt 29

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