4286.0 Approaches and Tools for Measuring Impact: Return on Investment, Customer Satisfaction, Balanced Scorecard

Tuesday, October 30, 2012: 2:30 PM - 4:00 PM
Panel Discussion
The purpose of this session is to define approaches and tools currently being used to measure impact in state and territorial public health departments and organizations. The panel will focus on evaluative approaches and tools in three areas: return on investment (ROI), customer satisfaction, and balanced scorecard. These three areas are particularly relevant to the field as public health departments and organizations must: do more with less in an era of shrinking budgets and increased need; remain responsive to the needs of multiple customers; measure and report their performance on defined metrics. These needs, and the need for approaches and tools in each of these areas, were identified through multiple means. For instance, gaps in these areas surfaced through the expressed needs of grantees participating in the National Public Health Improvement Initiative (NPHII) through which ASTHO is one of five partners providing capacity building assistance to strengthen the public health infrastructure across the country. Other sources for identifying need include the Multi-State Learning Collaborative. The moderator and panelists have in-depth experience overseeing and guiding efforts in these three areas within state public health departments and state and territorial public health organizations. They will provide valuable information on the successful conceptualization and planning of approaches and tools, as well as practical insights on facilitating factors, challenges, and lessons learned through implementation. They will offer unique "on-the-ground" insights on the use of these approaches and tools from a performance management perspective. Attendees will gain knowledge of the latest use of approaches and tools for measuring impact.
Session Objectives: Define ROI, customer satisfaction, and Balanced Scorecard approaches and tools that are currently being used to successfully measure impact in state and territiorial public health departments and organizations. Describe the implementation of tools and approaches in these three areas. Identify facilitating factors, challenges and lessons learned associated with these approach and tools from a performance management perspective.


See individual abstracts for presenting author's disclosure statement and author's information.

Organized by: APHA-Innovations Project

CE Credits: Medical (CME), Health Education (CHES), Nursing (CNE), Public Health (CPH)