The New Focus on Customer Outcomes

A new process, facilitated and highly participatory, was used in the preparation of the OCSS Strategic Plan for 2008-2012.  Previous plans were developed by the division’s leadership team for one-year periods and framed around problem statements. In contrast, the new plan looks ahead five-years and is outcome based, built on goals. 

Why Measure Outcomes?

The most compelling answer to the question “why measure outcomes?” is to find out if and how our program makes a difference in the lives of the people we serve. We measure outcomes to enhance the effectiveness of OCSS performance.

The United Way defines outcomes as follows:

Outcomes are benefits or changes for individuals or populations during or after participating in program activities. They are influenced by a program's outputs. Outcomes may relate to behavior, skills, knowledge, attitudes, values, condition, or other attributes. They are what participants know, think, or can do; or how they behave; or what their condition is, that is different following the program.

United Way Outcome Measurement Resources (Link opens in new window)

The results of outcome measurement show not only where services are being effective for our customers, but also where outcomes are not as expected.

Tracking is necessary to increase internal efficiency. To improve our effectiveness in helping customers, to assure customers and the legislature that our program produces results, and to show the general public that we produce benefits that merit support, we need to measure our outcomes.

Outcome measurement is providing a learning loop that will feed information back into our program on how well we are doing. It offers findings we can use to adapt, improve, and become more effective.

OCSS will use outcome data to:

• Strengthen our existing services;
• Target effective services for expansion;
• Identify staff and training needs;
• Develop and justify budgets;
• Prepare long-range plans; and
• Focus attention on programmatic issues.

Up Next: OCSS Outcomes Measurement Process

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