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“Balanced Scorecard – Regulatory Style”

Expect the Unexpected: Are We Clearly Prepared?. “Balanced Scorecard – Regulatory Style”. Jan Robinson, Registrar College of Physiotherapists of Ontario. Council on Licensure, Enforcement and Regulation. 2006 Annual Conference. Alexandria, Virginia. Objectives. Reasons for initiative

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“Balanced Scorecard – Regulatory Style”

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  1. Expect the Unexpected: Are We Clearly Prepared? “Balanced Scorecard –Regulatory Style” Jan Robinson, Registrar College of Physiotherapists of Ontario Council on Licensure, Enforcement and Regulation 2006 Annual Conference Alexandria, Virginia

  2. Objectives • Reasons for initiative • Vision for Accountability • Building the Scorecard • Success and learning Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  3. Impetus • Culture change • External environment • High performing organization Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  4. Regulatory organizations are public organizations entrusted to professions • Trust is earned Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  5. One of Four Strategic Objectives • To demonstrate public accountability through performance measurement. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  6. Value for Public Accountability • By 2007 • Effective measurement system indicates College performance meets, exceeds or is “best practice” • Staff & Council quickly identify and resolve areas of concern • Evaluate & CQI embedded in culture Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  7. Vision for Public Accountability • By 2007, • Stakeholders know performance versus targets • High level of accountability + higher trust relationships • New projects screened for performance impact • The College is in a leadership role Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  8. To demonstrate public accountability through performance measurement • Indicators • Key measures are identified and monitored regularly • Programs set in an evaluation framework • Accountability results reported externally Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  9. Project Define what, why and how College will evaluate its performance. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  10. Tactics • Select evaluation framework and adapt it to regulatory environment • Define and select “programs” • Identify measures that demonstrate public accountability Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  11. Performance Measurement Balanced Scorecard selected 2004 • Type: • Navigational – monthly, forward facing, internal focus Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  12. Quadrants of Balanced Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  13. Corporate Balanced Scorecard Governance Scorecard Operations Scorecard - Program Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  14. Indicator Development • Layers relevant to the role & function • Council - critical few for governance • CEO - higher level / global operations • Manager / Director – program details Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  15. Program Definition and Selection • Entry to Practice • Quality Management • Professional Practice • Professional Conduct Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  16. Rapid Scorecard Development • Strategy Map & Definitions • Core processes and current projects • Indicator selection & collection process • Templates for Reporting Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  17. v1 To protect and serve the public interest by ensuring that physiotherapists provide high quality, competent and ethical services Enforce Practice Standards Register Competent Practitioners Assure Quality PT Practice Stakeholders 20 Maximize Business Partnerships Use Resources Effectively Resources 10 Sustain a High Performance Standard Deliver Effective Registrant Resources Demonstrate Public Accountability Internal 45 Ensure High Staff & Board Competence Celebrate Collaboration & Innovation Leverage Technology Enablers Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 25

  18. Core Processes • Process that is ongoing and relates to input, output and outcomes. • 15 Core processes identified. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  19. Projects & Activities • Undertaken to close a performance gap • Line up to domains on the strategy map • Weighting and ranking process Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  20. CEO monitors themes monthly • Customer service • Case management • Systems improvement • Fiscal effectiveness • Stakeholder engagement • Program implementation • Staff performance Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  21. CEO monitors monthly • Volumes • Workload trends • Outcomes • Variance Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  22. Examples of CEO Indicators Case management • initiation to disposition meets timeline • notice time met • # appeals • College decision upheld on appeal • timely posting on public register • remediation outcomes Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  23. Examples of CEO Indicators Stakeholder engagement • practice advice volume and quality • response to registrant material validation (#, satisfaction) • % electorate voting • # presentations requested / delivered Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  24. Staff report to CEO • Monthly / quarterly • Performance in identified areas • Analysis & recommendation Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  25. Staff report to CEO • What • So What • Now What Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  26. Table Format for Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  27. Operations Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  28. Rationale for Setting the Target • Statutory requirement • Council direction • Industry benchmark • Standard that reflects a high performance organization Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  29. Color Coding Green – fully compliant with target Yellow – 1 area not compliant with target; some concern Red – 2 areas not compliant; or 1 area not compliant for second quarter; recovery plan required. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  30. Operations Dashboard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  31. Operations Scorecard Focused on operational activities Monthly to CEO & quarterly to Council Council receives compiled CEO & staff indicators Governance Scorecard Focused on governance activities Quarterly to Exec Com & Council Council receives all indicators Corporate Balanced Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  32. Operations Scorecard Council CEO CEO & staff Governance Scorecard Council President & Exec Committee CEO Accountabilities Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  33. Evolution • Commitment to quality improvement • Indicators can change • Targets can change • Active role working in partnership Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  34. Key Success Factors • Key participants must understand performance measurement • Critical few indicators • Right discussion at right level • Tools • Integrate into day to day work life • Buy in Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  35. Definition of Success The College of Physiotherapists is an organization publicly known for its strategic leadership in professional self-regulation. It is governed and staffed by a competent and capable team that thrives in best practice and accountability environment. The College is a model for others and partners are satisfied with its current performance and future vision. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  36. Definition of Success (cont’d) The College is viewed as fair and cost effective within its mandate. Physiotherapists actively use the College resources in practice; the public consistently recognizes the College as advocating and investing in safe, quality physiotherapy practice. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  37. Next Steps • Complete one full year cycle • Stakeholder consultation on reporting • Full public reporting Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  38. Learnings • Keep it simple consider key areas already reviewed. • Be flexible • “red is not “bad” • Just get started Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  39. Resources • Kaplan, Robert S. and Norton, David – Having Trouble with your Strategy? Then Map it Harvard Business Review September – October 2000 • Niven, Paul R. - Balanced Scorecard Step-By-Step for Government and Nonprofit Agencies (2003) • CCAFReporting Principles: Taking public Reporting to a New Level (2002) • Institute on Governance – www.iog.ca • Ontario Hospital Association – Guide to Good Governance • Canadian Policy Research Network (CPRN)- Series of papers on Accountability in Health Care Website: http//www.cprn.org • pm2 Performance Measurement and Management Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  40. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

  41. Speaker Contact Information Speaker Name: Jan Robinson, Registrar Organization: College of Physiotherapists of Ontario Address: 375 University Ave. Suite 901 Toronto, Ontario, M5G 2J5, Canada Phone, Fax : 416-591-3828 / 416-591-3834 (fax) E-mail: jrobinson@collegept.org Website: www.collegept.org Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia

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