Beyond the basics: Miami-Dade County's results-oriented government framework.

• Author: Scher, Ray A.

Delivering services that meet and exceed the expectations of residents is an immense undertaking for any government, no matter the size. The planning, deployment, and cultural transformation required to establish a performance-focused government are complex and demanding. To meet this challenge, Miami-Dade County, Florida, has developed a results-oriented government framework that encompasses a series of practices and initiatives aimed at improving service quality.

Many local governments have developed strategic plans, and many use some form of performance measurement. Miami-Dade County's process, however, goes beyond these initial steps, establishing a multifaceted commitment to an organizational culture that is focused on results. This comprehensive approach has become the government's standard way of doing business. The county's strategic framework provides the structure: plan, measure, and monitor (see Exhibit 1).

STEP 1: PLAN

The final components of the county's first-ever strategic plan were adopted by a resolution in June 2003. These elements are organized in six comprehensive service areas and one internal support area: economic development, health and human services, neighborhood and unincorporated area services, public safety, recreation and culture, and transportation, along with enabling strategies. The county also developed mission statements, goals, strategies, and preliminary performance measures for each of its seven strategic areas.

The Miami-Dade County Strategic Plan is the cornerstone of the county's results-oriented government framework and its organizational culture. (Exhibit 2 provides an overview of the strategic planning process.) The vision, mission, and guiding principle statements provide focus for the county's overall activities, and components at each level are aligned with them. Specific goals, priority outcomes, and key performance objectives provide more detailed performance targets (see Exhibit 3 for an overview). The goal of this framework is to have the entire organization working toward the same results, and knowing what it takes to achieve them.

Business plans. Departmental business plans were redesigned to ensure that financial resources, policy, department operations, and county staff are aligned to achieve the goals and outcomes laid out in the 2003 Strategic Plan. Departments re-evaluate and update their business plans annually to reflect the County Strategic Plan and the final budget adopted for the year. In addition, departmental business plans address enhancements underway in the current fiscal year and identify programs and initiatives for the coming fiscal year. Departmental business plans then provide input for development of recommended budget priorities and serve as a communications tool for department staff and county policymakers.

The business planning process is reviewed and revised as necessary to strengthen the alignment of the strategic plan goals and priority outcomes with departmental objectives, programs, and initiatives. To reinforce the alignment between planning, and performance, Miami-Dade County business plans are posted on the Internet, along with corresponding quarterly reports. Because the departmental quarterly reports are generated from the same automated performance management system as the business plans, their formats are consistent, giving residents and employees...