Georgias Strategic Planning Process Overview Governors Office of

Georgia’s Strategic Planning Process Overview Governor’s Office of Planning and Budget March 25, 2014 www. opb. georgia. gov 1

Topics • • • State Strategic Plan Framework Plan Review and Use Reporting and Accountability 2015 Strategic Plan Horizon System Timeline 2

Introduction Governor’s approach to strategic planning: • State government will be strategically focused and accountable for performance • Budget requests and policy decisions will be evaluated against strategic goals 3

State Strategic Planning Framework State Strategic Plan Through alignment, measurement and evaluation, the state strategic planning framework ensures that resources are strategically focused and results are measureable. (Vision, Goals and Statewide Indicators) 5 -year plan Alignment Agency Strategic Plan (Includes strategy resource planning for: Technology Investments, Staffing, Facilities) 4 -year plan, annual updates Measurement Accountability Evaluation Agency Performance Report (Reports progress on strategies, objectives and indicators) Regular status reports 4

State Strategic Plan • 5+ year plan (OCGA 45 -12 -175) • Articulates state vision and strategic agenda • Used to evaluate agency budget requests and agency legislative proposals • Focuses the state’s strategic efforts • Defines Governor’s goals for six policy areas

Governor Deal’s Vision A lean and responsive state government that allows communities, individuals and businesses to prosper

Governor Deal’s Policy Areas • Educated: Developing life-, college-, and work-ready students • Growing: Creating jobs and growing businesses • Mobile: Transporting people and products in a 21 st century Georgia • Healthy: Accessible care and active lifestyles • Safe: Protecting the public’s safety and security • Responsible and efficient government: Fiscally sound, principled, conservative

Strategic Initiatives Ongoing Operations (Whirlwind) Planning Cycle, Plan Updates and Required Components AGENCY STRATEGIC PLANNING 8

Agency Strategic Plan • 4 -year plan; updated annually • Aligns with state strategic plan (OCGA 45 -12 -73) • Goals and strategies to improve services and outcomes • Not operational; limited to what is new and different • Communicates agency direction to stakeholders • Planning model that works best for the agency • Standard planning elements reported in Horizon 9

Components of a Strategic Plan • • Agency Mission Agency Vision Agency Core Values Challenges Workforce Planning Enterprise Ideas Goals Measurable Objectives • Strategies – – – – Strategy Description Anticipated Benefits Agency Partners Budget Implications Staffing implications IT dependencies Facilities/space implications 10

Strategic Plan Reviews PLAN REVIEW AND USE 11

Plan Review and Feedback • Enterprise support agencies (ESAs) review plans: • Governor’s Office of Planning and Budget (OPB) • Governor’s Office of the Chief Operating Officer (COO) • Georgia Technology Authority (GTA) • Department of Administrative Services (DOAS) • Agencies of the State Properties Officer (SPO) • State Accounting Office (SAO) • Comments entered in Horizon, followed by automated email notification 12

Plan Use • Agency Direction • Alignment (Resources and Policy) • Budget Development • Enterprise Support Planning • Accountability 13

Plan Use: ESA Planning • OPB: evaluate funding requests and monitor progress on Governor’s goals • GTA: identify enterprise technology needs, help agencies use technology more effectively, and develop the Georgia Enterprise IT Strategic Plan • DOAS: identify agency workforce needs and enterprise procurement opportunities for statewide contracts • SAO: identify common agencies goals or strategies, which could be addressed through enterprise solutions • SPO: identify space needs, coordinate implementation of infrastructure investments, and supportfolio management 14

Performance Reports, Policy Meetings, Plan Evaluation REPORTING AND ACCOUNTABILITY 15

Agency Performance Reports • Midyear and Year-end Performance Reports: – All agencies submit in Horizon – OPB prepares state performance reports by policy area – Used to measure achievement of state and agency goals – Agencies report on all state indicators, measurable objectives and strategies • Quarterly Performance Updates: – Select agencies submit in Horizon (as designated by Governor’s Office/OPB) – Agencies report on status of priority strategies and quarterly state indicators 16

Evaluate Progress • • • Review progress at internal management meetings Discuss at Agency Leadership and Policy Collaborative Meetings for improved accountability Evaluate and adjust approach Close out obsolete, completed or consolidated strategies in year-end performance report Update plan as needed to accomplish goals 17

What’s New, Best Practices and Writing a Reportable Plan 2015 STRATEGIC PLAN 18

FY 2015: What’s New? • Plan refinement, not directional change • Evaluate progress, adjust strategies if needed • Identify strategies to carry forward vs. close • Address gaps and omissions – Review strategy implications (e. g. , cost estimates, procurements, IT dependencies, staffing, facilities) – Select “None” if appropriate (new field) • Meetings with OPB 19

FY 2015: What’s New? Continued • Measureable objectives: – – Not linked to strategies (measures goal achievement) Enter X and Y in numeric field Provide baseline date and target date “from X as of date to Y by date” • Agency performance reports: – Measureable objectives reported only once, in a manner consistent with X and Y values – Status updates focus on progress of listed strategies – ESA assistance (select among choices) • Guidelines revised to include new appendices 20

Writing a Reportable Plan • Goal: Reflects agency’s top priorities and specific to core functions • Measureable Objective: – Measures goal achievement (i. e. , outcomes, not the completion of strategies) – Includes time-bound baseline and target (X as of date to Y by date) – Target date is in the future, baseline is held constant – Performance is reportable using established method of calculation, consistent with X and Y • Strategy: – Describes high-level work an agency will do to achieve the goal – Is a descriptive, complex action comprised of multiple action steps – Starts with verbs like develop, design, establish, enhance, implement, etc. – Includes completed detail for budget, staffing, IT, and facility implications 21

Examples: What’s Wrong? • Goal: – G 1: Improve customer service • Measureable Objectives: – MO 1: Decrease call hold times by 75% – MO 2: Increase number of customers surveyed from 75% to 95% • Strategies: – S 1: Use technology to answer more calls – S 2: Decrease call hold times – S 3: Complaint resolution 22

Examples: Making the Plan Reportable • Goal: Improve the customer experience for applicants • Measureable Objectives: – Decrease call hold times from 20 minutes in 2014 to 5 minutes in 2016, based on monthly average – Increase customer satisfaction scores from 65% satisfied in 2013 to 80% in satisfied in 2016, using annual survey • Strategies: – Implement interactive voice recognition (IVR) technology – Enhance website self-service options – Develop internal communication plan for complaint resolution 23

Reporting on Your Plan • Performance Reporting (Measureable Objectives): – MO 1: Decrease call hold times from 20 minutes in 2014 to 5 minutes in 2016 – MO 2: Increase customer satisfaction scores from 65% satisfied in 2013 to 80% in satisfied in 2016 X Y Current Performance Mid-Year (Q 2) Performance Update MO 1 20 5 7 Monthly call hold time in December was 7 minutes MO 2 65 80 [left blank] N/A, survey is completed annually in March 24

Reporting on Your Plan • Performance Reporting (Strategies): – S 1: Implement interactive voice recognition (IVR) technology – S 2: Enhance website self-service options – S 3: Develop internal communication plan for complaint resolution Status Update ESA Assistance S 1 Green Met with DOAS to explore enterprise contract options, DOAS but decided to issue an RFP. Received five bids and are currently evaluating. Anticipate selecting vendor by February. S 2 Yellow Developing web application to allow public to track their complaint status online. Beta testing has been delayed until late spring 2015. None S 3 Blue None Communication plan completed and distributed to all staff outlining division responsibilities. Strategy complete. 25

2014 Close Out 2015 Updates 2014 Performance Status: Carry forward in 2015 plan? Status of green, yellow, red Yes. Include in 2015 plan Consolidated or significantly revised strategies Yes. Note change in 2014 year -end performance report Status of blue or black (i. e. , completed, will not pursue) No. Close out in report and do not include in 2015 plan Example Strategies: S 1: IVR (Green) S 2: Web self-service (Yellow) S 3: Communication plan (Blue) S 1: Include in 2015 plan S 2: Include in 2015 plan S 3: Do not include in 2015 26

How to View, Print and Export plans HORIZON SYSTEM 27

Horizon System • • • Security Online Login Request access via IT ticket Few revised data fields Advance and submit Agency Performance Reports View, Print and Export features (demo) 28

Timeline • Strategic planning guidelines: March 25, 2014 • Horizon open for data entry: April 28, 2014 • Agency strategic plans due: June 13, 2014 • Enterprise support agencies review: July 2014 • Agency performance reports due (all agencies): Dec. 31, 2014 and July 31, 2014 • Quarterly reports due (select agencies only): Oct. 17, 2014 and April 17, 2015 29

Summary Let’s review … 30

What You’ve Learned Plan refinement, not directional change Annual update to 2013 -2016 plan Align budget requests with plan Objectives are X as of date to Y by date Reporting: semi-annual for all strategies and quarterly status for select priorities • OPB available to meet prior to 2015 updates • Agency plans due June 13, 2014 • • • 31

Questions? OPB Planning Staff: • Alice Zimmerman, Coordinator • Allen Fox • Ashley Pandit • Finis Whitt • William Willoughby (Intern) 32