Government and nonprofit organizations are always looking for ways to improve the services they provide and increase their responsiveness to diverse stakeholders while keeping costs low. To help clients achieve these goals, the Results That Matter Team helps them develop and manage strategy, measure and improve performance, and improve how they engage constituents and manage partnerships. We work with a wide array of public and nonprofit organizations on specific service improvements and on systemic changes that enable them to manage complexity, increase organizational learning, and maximize results.
See Consulting and Training for more specific descriptions of our services and related project highlights.
Project Highlights
- We conducted numerous projects for the Hartford Public Library (HPL), from strategy management to performance management, evaluation, and performance improvement. Several improvements to emerge from our engagements, including more efficient staff deployment and neighborhood teams that serve the community outside library walls, were cited by the American Library Association in naming the HPL Chief Librarian the “Librarian of the Year.”
- We helped several Los Angeles County agencies map strategies, and two develop balanced scorecards, including the Internal Services Department, whose director won a County award after their scorecard was approved by the Board of Supervisors and included in the County performance budget.
- We provided consulting and training to help the City of Albuquerque determine the how they would use performance measures, and then helped them develop measures based on City Council–approved goals. Our assistance provided the foundation for the City to build an integrated performance management system it has sustained for over a decade.
- We helped New York City staff map a strategy for using Geographic Information Systems (GIS) to improve public service results. The strategy worked well under stress in the aftermath of the September 11, 2001 attacks, enabling the City’s massive use of GIS to effectively support the intensive public safety response of city, state, and federal agencies.
- We helped the New Jersey Courts develop productivity improvement strategies involving benchmarking and continuous improvement, and recommended how the court system could “get ahead of the budget curve” by investing in automation, high-performance case-management teams, and other improvements, leading to efficiency gains and service improvements in several court divisions.
- For the Hartford Foundation, we co-led evaluations of Catholic Charities and the Salvation Army in the Hartford region, to help both those organizations and the Foundation learn their most important capacity-building needs and target capacity-building efforts funded by the Foundation.
- For Vice President Gore’s National Performance Review (NPR), we advised federal “reinvention labs,” helped agencies develop customer service standards, and started a performance measurement network. Successes included the Social Security Administration becoming the top-rated provider of toll-free customer service by phone, beating out many high-performing private companies in independent surveys.
Selected Clients
- City of Albuquerque, New Mexico
- Bergen County, New Jersey, Community Health Improvement Partnership
- Broward County, Florida, Clerk of the Court
- Dallas County, Texas
- Hartford Public Library
- Los Angeles County
- City of New York
- Public Health – Dayton & Montgomery County, Ohio
- Osceola County [Florida] Health Department
- Sarasota County, Florida
- Summit County [Ohio] Health District
- City of Wichita, Kansas
- Wood County [Ohio] Health Department
- Twelve New Jersey municipalities
- State of Connecticut
- State of Minnesota
- State of New Jersey
- State of New York
- Staten Island Charter Commission
- Local Initiatives Support Corporation
- UJA-Federation of Jewish Philanthropies
- Catholic Charities, Hartford, Connecticut Region
- The Fund for the City of New York
- The Governmental Accounting Standards Board
- The Charles Stewart Mott Foundation
- The Hartford Foundation
- The Citizens League (Minnesota)
- The Institute of Internal Auditors
- The United Nations
- U.S. Federal Agencies (including NASA, the Office of Management and Budget, the Office of Personnel Management, the Department of Justice, and the Social Security Administration) through the National Performance Review