marketing performance measurement

["DAVID J. BERNSTEIN" <DAVID.BERNSTEIN@co.mo.md.us>]

--- Received from FINANCE.BERNSD 240-777-8886                00-08-10 09.35       ------------------------------------------------------

  -> jenj@ci.champaign.il.us
  -> apmg@raw.rutgers.edu

Jen (cc: apmg@raw.rutgers.edu),

Have you gotten any responses to your inquiry below?

I participated in GASB's research on performance measurement use in local government.  I did not see a whole lot of examples
of effective marketing practices.  If anything, there was usually a highly visible kick-off with some training provided to a
limited number of staff.  These were jurisdictions with extensive histories).  According to the interviewees in each site,
one of the barriers to effective PM use was lack of training.  I interpreted this to mean that training was not ongoing.
Commitment of management, and evidence of actual use by management (City Manager, elected officials, etc.) were cited as
effective practices that encourage use. You might get more on this by reading the case studies at the GASB Performance
Measurement for Government website (www.seagov.org).  One of the most effective practices was in Multnomah County, where
County Chair Bev Stein said that performance measurement would not be used to punish individuals, but rather to point to
areas that need additional monitoring, evaluation, or additional resources.  Here in Montgomery County, the Director of
Management and Budget, Bob Kendal, one of our leaders on performance measurement, has made a commitment that a department
will not lose funding because of information learned through our Montgomery Measures Up! program measurement process.  Funds
may be redirected, however.  You can check on the County's PM efforts in two places.  First, check the most recent Montgomery
Measures Up! publication (March 2000) at http://www.co.mo.md.us/government/omb/programmeasures/toc.htm.  For information on
what we are doing in the Finance Department (including a brief discussion of our history and philosophy), check the Finance
Program Performance Measurement webpage at http://www.co.mo.md.us/services/finance/properf.html.

Let me know what kind of replies your getting to your request. Please consider the possibility of summarizing the replies
back to the list.

Good luck.

David J. Bernstein, Ph.D.
Evaluation Manager
Montgomery County Department of Finance
and
Research Consultant, GASB
david.bernstein@co.mo.md.us

From: jenj@ci.champaign.il.us
To: apmg@raw.rutgers.edu
Date: Thu, 27 Jul 2000 14:34:21 -0500
Subject: marketing performance measurement

Hello,
We are about to begin using performance measurement in our community of
70,000 people.  One issue that we are trying to address is how to
"market" the concept to
city employees.  We want to inform them of the positive aspects of using
performance measurement and explain the benefits.  I would appreciate
any information and/or ideas you might have to help us introduce the
concept.
Thank you!

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