Measuring government performance with balanced scorecards

The Manitoba government is using proven approaches to achieve the best possible quality of life for all Manitobans, and ensure that government priorities are coordinated and delivering measurable results. One of those approaches is the use of balanced scorecards.

A balanced scorecard is an effective business tool that government is using to show what it wants to achieve. It includes broad priorities and actions needed to be successful. It also includes visual updates, using colour coding to inform Manitobans about progress made in each priority area. The colour red means government is not on target. The colour yellow means government is near its target. The colour green means government is on target. These are simple, effective ways for government to let Manitobans know how much progress is being made in each priority area.

The ‘balance’ in a balanced scorecard refers to broadening traditional performance measures to not only include financial measures, but also include client, employee and internal process measures. All play a part in helping government achieve its priorities.

Focus areas for Manitoba’s balanced scorecards

To achieve government’s provincial priorities and improve outcomes for Manitobans, government must align the work of public servants to focus work streams and metrics on four key areas:

1. Clients:
   • Identify meaningful outcomes for Manitobans to improve quality of life.
2. Internal processes:
   • Work smarter to create a culture in the public service that values continuous improvement and puts the client at the centre of the programs and services they deliver.
3. Employee Learning and Growth:
   • Empower employees to focus on the desired outcomes of programs and services, while delivering client-service excellence.
4. Financial considerations:
   • Protecting Manitoba’s bottom line and ensuring sustainable resources are available to support outcomes.

Helping the Manitoba government achieve its priorities and improve outcomes

By focusing on the areas noted above, balanced scorecards will help the government measure, celebrate and communicate our successes, while identifying where we have more work to do.

This includes:

• Objectives: In each of the four focus areas, the Manitoba government has identified four provincial-level objectives that help define what success looks like. Each objective is a statement of what the public service must do well to successfully deliver transparent results on the work of government.
• Measures: Measuring success will help the government evaluate performance against desired results. This will demonstrate progress toward achieving government’s objectives.
• Targets: A target is a desired performance result that will be achieved in a certain timeframe. This will demonstrate progress toward achieving government measures.
• Initiatives: An initiative is a program, service or project that will help bridge any gaps between where the government currently is and where it aims to be.

Balanced scorecards and the Manitoba government’s public sector transformation

Published in 2018, Transforming the Manitoba Public Service: A Strategy for Action identified the vision of Manitoba’s public service, which seeks to embrace challenges and place innovation at the centre of its work to improve everyday outcomes for Manitobans.

The strategy focuses on two streams of work:

1. Focusing the work of the public service on outcomes through the implementation of performance measurement, balanced scorecards, public reporting and citizen engagement.
2. Transforming the culture of the public service by focusing on the client, harnessing our talent and fostering innovation.

Government’s use of scorecards will support operational improvements by reinforcing the following through performance measurement:

• Transparency: What does government need to focus on, and why is this important?
• Urgency: When does government need to deliver this by?
• Alignment: How is government going to meet targets (identifying the specific targets, expected result, and strategic alignment required between resources, processes and skills)?
• Accountability: How does government keep every public servant focused on delivering on expectations?