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Our Performance Management System

Our Performance Management System

The City's corporate standard for performance measurement is Results-Based Accountability (RBA). It is a simple, practical and disciplined approach for planning, evaluating and continuously improving services starting from a basis of performance measurement. RBA looks at ways to improve the quality of life in communities and performance of City programs and services – challenging us to look at what did we do, how well did we do it and, above all, is the community that we serve any better off? More information on the RBA approach can be found here.

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Service improvement is an ongoing activity in all areas and at all levels of the organization. The corporate program for Service Review and Improvement is currently centered on the Zero Based Review (ZBR) program. The "zero-based" aspect of the reviews refers to the fact that all aspects of a service are under review – what we do, why we do it, as well as how well we do it, building on some of the key concepts of RBA. The end result of a ZBR is a set of detailed and implementable recommendations for efficiency and effectiveness improvements. More information on the ZBR program can be found here.

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Citizens identify with The City through the services we provide every day. The City is changing its approach to business planning and budgeting to align it with these services. This presents an opportunity to provide a complete picture of each service to Council and the public, including the value citizens receive for their tax dollar. Service plans and budgets will focus on community and customer results, future strategies for service delivery, risks and investments. This approach will also provide information on the cost and effects of changing service levels to support Council decisions on where investments in services should be made.

Integrated Risk Management (IRM) provides a framework for identifying, assessing, managing, communicating and monitoring risks related to the achievement of The City's objectives and our ability to deliver services to citizens. It helps City Administration to assess risks in terms of likelihood and magnitude of impact, and determines an appropriate response. IRM also includes ongoing monitoring of progress and of changes to the risk environment.

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The Individual Performance Development (IPD) project is focused on developing a performance evaluation system unique to The City that reflects our values of individual responsibility and collective accountability. The system will provide The City of Calgary with a consistent, corporate approach to performance and career development. It promotes and measures the behaviours that support our priorities and initiatives, encourages collaboration, and contributes to an inclusive and supportive work environment.

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