Document Overview

Best Practices: Performance Management at DWP's Jobcentre Plus: A ProveIT Case Study

Author:	Jan Duffy
Document #	GITD02R9
Published	September, 2009
Document Type	Market Overview
Number of Pages	23
Number of Figures	12

Overview

This ProveIT case study assesses an IT solution that has been implemented by a government or by a government department. The Government Insights methodology supports a comparable, consistent, and independent impact assessment. This case study presents our analysis of the project's return on investment, risk, innovation, and transformation impact. Department for Work and Pensions (DWP) is responsible for managing a very large portion of the U.K. government budget and for delivering many highly visible services and payments to the public. Driven by these factors and by increasing demands, DWP implemented a significant number of high impact organizational and service changes intended to improve efficiencies and improve service during the last decade. Throughout this long period of change, DWP was required to satisfy performance and financial targets and continue to plan for the future. Effective performance management coupled with appropriate targets and monitored delivery helped DWP to achieve excellent levels of service delivery.

Jan Duffy, research director, EMEA Government Insights said, "Closed-loop performance management brings a number of advantages to an organization that is committed to controlling costs, increasing productivity, and managing its resources for long-term benefit. To achieve the level of success achieved by DWP, Government Insights recommends that other central government agencies and local governments make activity-based management a strategic initiative and combine it with an integrated planning and performance management process."

European Government Technology Decision Support

Business Objects, Cap Gemini, SAP

Europe

Insights: Government, Vertical Markets, Government

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