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About Evanston

Business Performance & Technology

Performance Management

The Performance Management Division is responsible for identifying and implementing ways in which the City of Evanston can conduct business more effectively and efficiently. With an eye on the improving the citizen experience and ensuring that City resources are used in the most effective manner possible, PM staff conduct business process improvement initiatives for City departments and deploy new technology where and when necessary. PM is also responsible for implementing and supporting the City’s Performance Management program.

 

More specifically, PM staff is responsible for:

 

 

Consulting and Planning

 

  • Consult with departments on ways to use information technology to improve business processes
  • Identify new technologies to allow staff to be more productive/effective
  • Evaluate software products and make purchasing recommendations
  • Manage the application procurement process from Request for Proposal development through contract negotiations
  • Stay abreast of current and emerging packaged applications and be an information resource for City departments

 

Project Management

 

  • Provide project management in the introduction of new systems and applications
  • Function as liaison between end user departments and Information Services when implementing new technology
  • Manage vendor relationships during and after application implementations

 

Business Process Improvement (BPI)

 

  • Educate departments on the BPI methodology and encourage participation in the process
  • Identify opportunities for making business processes more efficient and for improving internal and external customer service
  • Analyze the costs and benefits of business process improvement initiatives
  • Develop and execute plans for making improvements
  • Monitor progress and quantify the benefits of each improvement

 

Functional Business Applications Support

 

  • Provide support for end user applications (e.g., IRIS and WebTrac)
  • Work with application vendors to resolve end user issues
  • Analyze call trends and identify areas for increase training and knowledge transfer
  • Create training documentation and administer end user application training
  • Provide application-specific services in support of teaching and learning

 

Implement and Support the City’s Performance Management Program

 

  • Work with City departments to identity output and outcome measures that accurately represent what a department does and how well it does it
  • Supply output information to the International City/County Management Association on an annual basis
  • Identify areas for improvement based on analysis of output and outcome measures