Best Practices: Performance Management at DWP's Jobcentre Plus: A ProveIT Case Study

This publication has been discontinued on September 9, 2011.

Introduction

Abstract

This ProveIT case study assesses an IT solution that has been implemented by a government or by a government department. The Government Insights methodology supports a comparable, consistent, and independent impact assessment. This case study presents our analysis of the project' s return on investment, risk, innovation, and transformation impact. Department for Work and Pensions (DWP) is responsible for managing a very large portion of the U.K. government budget and for delivering many highly visible services and payments to the public. Driven by these factors and by increasing demands, DWP implemented a significant number of high impact organizational and service changes intended to improve efficiencies and improve service during the last decade. Throughout this long period of change, DWP was required to satisfy performance and financial targets and continue to plan for the future. Effective performance management coupled with appropriate targets and monitored delivery helped DWP to achieve excellent levels of service delivery.

Jan Duffy, research director, EMEA Government Insights said, "Closed-loop performance management brings a number of advantages to an organization that is committed to controlling costs, increasing productivity, and managing its resources for long-term benefit. To achieve the level of success achieved by DWP, Government Insights recommends that other central government agencies and local governments make activity-based management a strategic initiative and combine it with an integrated planning and performance management process."

Table of Contents

• Government Insights Opinion
• In This Report
• Methodology
• Situation Overview
• About the Department for Work and Pensions
• Jobcentre Plus
• Pension, Disability, and Carers Service
• Challenges Faced by DWP
• Unit Costing Application Unable to Meet DWP' s Needs
• Capability Reviews Focus on Performance Management
• Incongruent Planning and Review Cycles
• Simultaneous Spending Reduction and Service Enhancement
• The Approach
• Activity-Based Management at Jobcentre Plus
• Multiyear Iterative Planning Cycle
• Integrated Planning and Performance Management Program
• IPPM and Activity-Based Management
• Solution Implementation
• The Best Practices
• Business Value and Lessons Learned
• Return on Investment
• ProveIT ROI Impact
• Risk
• ProveIT Risk Impact
• Transformation
• ProveIT Transformation Impact
• Innovation
• ProveIT Innovation Impact
• Future Outlook
• DWP' s Plans for ABM
• Essential Guidance
• Actions to Consider
• Learn More
• Related Research
• Synopsis
• Figure: How DWP is Organized
• Figure: Changes at DWP: From Unit Costing to Activity-Based Costing
• Figure: Questions Answered by Activity-Based Management
• Figure: Multiyear Planning Cycle
• Figure: From Activity-Based Costing to IPPM
• Figure: Strategy Management for Everyone in the Organization
• Figure: Performance Management at DWP ROI Impact
• Figure: Performance Management at DWP Risk Impact
• Figure: Performance Management at DWP Transformation Impact
• Figure: Performance Management at DWP Innovation Impact
• Figure: Closed-Loop Performance Management
• Figure: Fully Joined-Up and Integrated System

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