Evaluative Information for Data-Based Decisions: CDC-INFO's Performance and Utilization Monitoring System

CDC-INFO is CDC's consolidated center for responding to public (citizen and health professionals) inquiries on public health topics. In four years CDC-INFO has grown from a few topic areas to incorporate 33 health topics across multiple divisions. In fy 2007-08 CDC-INFO handled 377,015 calls and responded to 48,550 e-mails. To ensure the completeness and accuracy and usefulness of information provided to the public, CDC-INFO has developed a comprehensive performance monitoring and evaluation system that is designed explicitly to meet information needs with respect to quality of responses, adequacy of procedures and resources that support these responses, satisfaction of consumers immediately and over time, and utility of the information for promoting public health (e.g., changes in behavior). As a systematic process of data collection based on random samples of contacts, the system also provides feedback information to CDC concerning the kinds of health questions asked by the population by region of the country and other caller characteristics. This capability is particularly useful in providing information on citizen information need in health emergencies including natural disasters.

This presentation will review the design and utility of this system including 1) measurement strategies for producing actionable information, 2) sampling to ensure coverage of health topics, 3) use of information for staff training and coaching (including the relation of this use to quality outcomes), 4) system features that document the impacts of information provided to health behaviors, and 5) design and report features that provide CDC with information on public health needs.