Presented by:
No, they didn't print it backwards. This talk is not about project performance measures it's about one project; a Performance Measures project.
Workplace injuries, and their aftermath, impact nearly 4 million Americans each year and over 150,000 New Yorkers. In the past, New York's workers' compensation system had been characterized as slow and unresponsive. At a time when the most common criticism of the Board was that "everything takes too long" the Board did not have a single operational, management or performance report that measured time. The New York State Workers' Compensation Board undertook an aggressive program to revitalize workers' compensation in New York and refocus its 1400 employees on service to its customers - New York's injured workers and employers.
The Board recognized that the implementation of a system that addressed only the functional requirements of the claims process would be incomplete. The Board's systems modernization effort would need to include technological innovations that address the informational requirements of the Agency and its constituents.
This case study describes the Board's Performance Measures Project and the project management challenges faced on the way to implementing an award winning software system, called the MIRROR - Management Information, Research, References and Operational Reports. This system distills and summarizes performance data that cascades performance reporting down from the agency's mission statement to individual performance delivering reports from the Board Room to the Mail Room.
This case study will include a live demonstration of the MIRROR and a review of the key ingredients to a successful performance measures project, including:
- Thinking strategically, acting locally
- Managing stakeholder expectations
- Understanding and managing risk
- Understanding common performance program themes
- Knowing the "gotcha" of performance measurement systems
- Keys to standardizing performance reports
Speaker Bio
Tom has been in state government for over twenty years holding a variety of positions in Information Technology, program and project management. He is currently responsible for the Office of Management Information Systems, Continuous Improvement and Research for the New York State Workers' Compensation Board, directing the activities of a diverse team of over 70 researchers, statisticians, analysts, technologists and data gatherers.
As the Project Manager of the Board's Performance Measures Project, one of the agency's re-engineering projects under its OPTICS initiatives, Tom directed the development of a performance measures system from 1998 to 2001. The chief architect of the Board's performance reporting system - the MIRROR, Tom has spoken at numerous national and statewide conferences on technology and performance measures. The MIRROR, Management Information, Research, References & Operational Reports has been recognized for its technical achievement and innovation by the New York State Governor's Office of Employee Relations (Winner, Work Force Champions Award), the New York State Forum for Information Resource Management (Winner, Best Practices Award) and the Citizen's Budget Commission (Winner, Innovations in Public Service). The program was a Top 100 semi-finalist in Harvard University's Innovations in American Government award program and Tom was recognized with a Computerworld Honors Program Laureate award in 2003.
Tom is the father of two boys, ages 16 and 12, who have occasionally participated in validating the simplicity of performance reports.