Metrics Collection and Action Plans Explanation: Identify the Post Implementation Review-related performance measures associated with the Program. See the eHHR PIR Plan for additional metrics. Notice there are two metrics tables here; one to demonstrate overall metrics and one to show specific Business Objectives supported for the Program. Performance Measure Green Yellow Red Level of Program Effectiveness Total Number of Total Number of Business Objectives Met Total Number of Business Objectives Total Number of Business Business Objectives is stagnant. Not Met is more than Total Number of Objectives Met Met is trending well. Objectives Met. Action: develop monitoring and Total Number of Business Action: do nothing mitigation action plans; if necessary, Action: launch initiatives to acquire to Objectives Not Met invoke action plans determine problems. Total Number of Business Objectives Yet to be Measured How to Measure It Metric # What to Measure Business Objective Description Success Criteria (Formula) CHART5 1 Online Renewals Deliver high-quality Number of renewals that are Achieve 40% of total ITSP1 customer-focused conducted via the Customer renewals online by the end (Also reference ITSP3 services through the Portal divided by the Number of 2015 as compared to the Metric #22 and # 25 – BRD8 Customer Portal. of Renewals received in one “AS IS” baseline. Migration) BRD5 year. BRD6 CHART5 2 Self-Directed The percentage of Total Number of Self-Directed Self-directed applications ITSP1 Applications total applicants Applications divided by the should be 20% of the total ITSP3 entering application Total Number of Applications. after 12 months and grow by BRD5 data is expected to 50% per year until 75% is BRD6 increase over time. reached, as compared to the BRD8 “AS IS” baseline. BRD10
Metrics Collection and Action Plans Explanation: Identify the Post Implementation Review-related performance measures associated with the Program. See the eHHR PIR Plan for additional metrics. Notice there are two metrics tables here; one to demonstrate overall metrics and one to show specific Business Objectives supported for the Program. Performance Measure Green Yellow Red Level of Program Effectiveness Total Number of Business Objectives Met Total Number of Business Objectives Not Met Total Number of Business Objectives Yet to be Measured Total Number of Business Objectives Met is trending well. Action: do nothing Total Number of Business Objectives Met is stagnant. Action: develop monitoring and mitigation action plans; if necessary, invoke action plans Total Number of Business Objectives Not Met is more than Total Number of Objectives Met. Action: launch initiatives to acquire to determine problems. Metric # What to Measure Business Objective Description How to Measure It (Formula) Success Criteria 1 Online Renewals (Also reference Metric #22 and # 25 – Migration) CHART5 ITSP1 ITSP3 BRD8 BRD5 BRD6 Deliver high-quality customer-focused services through the Customer Portal. Number of renewals that are conducted via the Customer Portal divided by the Number of Renewals received in one year. Achieve 40% of total renewals online by the end of 2015 as compared to the “AS IS” baseline. 2 Self-Directed Applications CHART5 ITSP1 ITSP3 BRD5 BRD6 BRD8 BRD10 The percentage of total applicants entering application data is expected to increase over time. Total Number of Self-Directed Applications divided by the Total Number of Applications. Self-directed applications should be 20% of the total after 12 months and grow by 50% per year until 75% is reached, as compared to the “AS IS” baseline.
ProgramPostImplementationReviewPlan.docx