Key Terms

Benchmark: An internal or external point of comparison to help understand performance results. Benchmarks can be derived from past performance or the performance of another organization, government, or industry. Benchmarks allow for performance comparisons among organizations with similar characteristics or demographics.

Community Outcomes: End condition results that are broader than the efforts of government and well beyond a single program's control. Community outcomes are typically measured using Indicators.

Effectiveness (Outcome) Measures: A measure of the extent to which goals, outcomes or objectives have been achieved. (Examples: Percent of streets in "good" condition; Percent of program participants that are employed after six months)

Efficiency Measures: Relates inputs to outputs and can be expressed in two ways: 1) cost per unit of output or outcome to derive unit costs or 2) units of output or outcome per staff to derive productivity. (Examples: Dollars spent for one mile of snow removal, Employee-hours per ton of refuse collected).

Final (End) Outcomes: As used in a logic model, the ultimate, long-term outcome that a program desires for its customers.

Indicators: High-level measures that track the state of the environment or the condition of the community. Indicators are generally influenced by a number of factors and jurisdictions, and therefore are more difficult and take longer to achieve. Unlike many performance measures, organizations have less control over an indicator. (Examples: Average commute lengths; Property crime rates).

Initial Outcomes: As used in a logic model, results that can be achieved in a relatively short period of time and link logically to intermediate and long-term outcomes.

Input Measure: The resources used by a program or agency to produce outputs and outcomes. (Examples: Number of employees; Number of computers; Volunteer network).

Intermediate Outcomes: As used in a logic model, results that will lead to the final outcome, but cannot be accomplished until initial outcomes have been attained.

Logic Model: A systematic and visual way to show the logical relationships between a program's resources used, the activities done, and the changes or results desired. A logic model typically includes columns for resources/inputs, activities, outputs, and outcomes. Sometimes called an input-output model or "Log Frame" model.

Output Measure: A measure of the number of units provided, amount of services provided or number of people served by a program or agency.

Output: A measure of the number of units provided, amount of services provided, or number of people served by a program or agency. (Examples: Tons of refuse collected; Miles of road paved; Number of customers served).

Outcome: An event or change in conditions, behavior or attitudes that indicates progress toward the achievement of a goal. Outcomes are not what the program itself did, but the consequences of what the program did.

Performance Management: The use of performance measurement information to help set performance goals, allocate and prioritize resources, inform decision-making about program performance and policy, and to report on the success of meeting goals.

Performance Measure: A quantifiable, enduring measurement of the amount, quality, efficiency or effectiveness of products or services produced by a program or agency. (see also: Input Measure, Output Measure, Efficiency Measure, Service Quality Measure, Effectiveness (Outcome) Measure)

Performance Measurement: The ongoing monitoring and reporting of program or agency results, particularly progress toward pre-established goals.

Program Outcomes: Results or changes that a program is designed or intended to impact.

Service Quality Measure: A type of effectiveness measure relating to customer, client, or public satisfaction with quality, timeliness or other aspects of the service or product delivered. (Examples: Percent of phone calls returned within 48 hours; Percent of customers satisfied with services).

Target: Indicates the degree of improvement desired in a specific measure. Targets are most clearly stated in numerical terms. Targets may be based on regulatory or industry standards, policy decisions, historical information, or comparison with similar organizations (either internal or external).