FIVE YEAR STATE PLAN FFYs 2012 – 2016
SECTION V. EVALUATION PLAN
PART A. How the GCDD Will Examine Progress in Achieving Goals
Since 1997, the Council has utilized and applied the National Baldrige Criteria for Performance Excellence, the best of business standards. The Baldrige framework of excellence contains 11 core values and seven concepts that reflect the customer focused and results oriented Baldrige Framework. The Council’s Annual Work Plan and monthly reports are based on the Framework.
Quarterly Operations Reports are prepared and submitted internally to the Commissioner of the Department of Administration, and followup in person review meetings are scheduled. Prompt payment of invoices is monitored and reported on a monthly basis by the Department of Administration, Financial Management and Reporting division.
Council website surveys welcome compliments and complaints; these are reviewed for actionable items. Data is collected monthly; complaints are responded to immediately and technical issues are referred to the Council’s webmaster for trouble shooting and/or resolution
State Services for the Blind has a compliments and complaints line and feedback can be submitted at their website for any problems with accessibility of technology (hardware, software, online applications, websites).
Performance goals are written into supplier contracts and performance is grounded in the principles of customer focus, stakeholder value, and process management. Partnerships are established and strengthened with suppliers, and the concepts of quality and continuous improvement guide grant projects and activities to improve customer results. Suppliers are also required to collect data for the ADD Customer Satisfaction Survey form. The Council's Grant Review Committee conducts face to face mid-year performance reviews with all key suppliers; reviews are framed around contract performance goals, achievements and accomplishments to date, and ideas and suggestions for process improvements that can lead to increased customer outcomes and IPSII results.
PART B. Methodology to Determine If Needs Identified Are Met and Results Achieved
Data are collected on an ongoing basis, and summarized and reported annually in a Business Results report (charts, graphs, and trend lines for key business measures including IPSII results) and an Annual Report (highlights of grant projects/activities and supplier performance results based on the Program Performance Report). Both reports are posted on the Council website.
Customer satisfaction data is collected by all suppliers on an ongoing basis and stakeholder satisfaction data are collected annually; results are included in the annual Program Performance Report.
IPSII data are collected on Feedback Forms that are included in each of six e-learning courses, the online version of the Partners in Policymaking classroom leadership training program; the Partners program itself; cultural outreach programs in the African American and Latino communities; and self advocacy.
Customer market surveys also provide a means of identifying needs and measuring the results achieved.
The Council's quality consultant did an onsite examination on grant recipient records, data collection processes, and integrity of data systems during the past year. A report was provided to the full Council.
Every grant recipient is expected to use the ADD Customer Satisfaction Survey, and the Council’s IPSII pre and post evaluation forms; collect qualitative results from customized evaluation forms; and prepare and submit narrative progress on a quarterly basis as outlined in performance contracts. All grant recipient results are then reported in monthly activity reports and rolled up to the annual Business Results, the Council’s Annual Report, and the ADD Program Performance Report.
The quality consultant also assists the Council by calculating ROI measures.
PART C. Council’s role in reviewing and commenting on progress towards reaching the Plan goals.
The Council’s Annual Work Plan is aligned to the Baldrige Criteria, and includes the annual goals and objectives contained in the Five Year state Plan. The Council reviews and approves the Work Plan at the October meeting.
The Council receives, reviews, and comments on the monthly activity reports that contain progress data on goals and objectives, evaluation data, and IPSII results. The Executive Director’s Reports also allow time to discuss progress.
The GRC conducts face to face mid-year supplier performance reviews with all key suppliers on an annual basis. Reviews are framed around contract performance goals; and key grant recipients present updates on accomplishments to date, results achieved, and ideas and suggestions for process improvements that can lead to increased customer outcomes and IPSII results. These reviews are summarized and presented to the full Council.
During the preliminary allocation process for grant programs/projects in June and the final allocation process in August, all performance results are summarized for the full Council so that review and comment can be shared.
At the December Council meeting, the Baldrige Results are presented, and review and comment are solicited. These results are posted on the Council website along with the Annual Report.
PART D. How the annual review will identify emerging trends and needs as a means for updating the Comprehensive Review and Analysis.
In following the Baldrige Criteria, the Council undertakes ongoing environmental scanning which includes daily reviews of national listservs for news and updates (i.e. every Council member receives Inclusion Daily Express). As noted earlier, Council staff reviewed hundreds of Legislative reports, websites, and needs assessments to prepare the State Plan Comprehensive Review and Analysis. This process includes regular reviews of key state agency websites, regular reviews of the Legislative Reference Library acquisitions, and reviews of national PNS data collection websites.
The Council also sponsors an external customer/market survey that enables in-depth study of a specific trend or need, such as employment issues. the survey results are always presented to the full Council and posted on the Council website.
Through grants received from other state agencies, the Council has been able to investigate emerging needs and trends regarding Autism Spectrum Disorder.
Another method of monitoring trends and needs comes from the careful historical archiving work for the Council’s websites. The Council imports important documents and resources about emerging trends and needs through a regular updating process, and also hosts national subject matter experts as presenters who can speak to related issues.
Through a combination of methods and approaches, the Council is able to update the Comprehensive Review and Analysis.