Since its founding in 1871, the Chicago Public Library (CPL) has continually transformed itself to meet the needs of Chicagoans. In 2014, in the face of rapidly-changing norms around library usage nationwide, CPL responded by collaborating with Civic Consulting Alliance to create its strategic plan, which provided a roadmap for how CPL should grow, invest, and innovate to serve its nearly 10 million annual patrons.
CPL frequently uses its strategy as a guidepost to make decisions about programs and services at all levels of the organization. However, CPL lacked a method to measure its progress towards fulfilling each of its strategic goals. To remedy this situation, the Library decided to invest in a performance management system to monitor and report progress towards its goals.
Civic Consulting Alliance supported the Library in identifying metrics tied to the goals of its strategy, and Allstate Corporation, on a pro bono basis, created a dashboard to track and understand those metrics. The Civic Consulting/Allstate team then developed the process and norms to make performance decisions based on findings from the dashboard.
In November, the Library held its first monthly performance management meeting, where senior staff used data to inform management and programming decisions. By adopting performance management practices, the Library will be equipped to make its strategic vision a reality — and improve services for millions of patrons.
“Performance management presented the logical next step from our strategic planning efforts and has allowed us to focus on areas of our work that most need our attention,” said CPL Commissioner Brian Bannon. “As a result of our collaboration with Civic Consulting, our senior leadership is better prepared to make decisions that improve services for Chicagoans.”