Principles

GMAP is a tool set designed to hold state government and agency leadership accountable to customers, taxpayers, and citizens for the quality, efficiency, and effectiveness of the services Washington State government provides. Seven principles, rooted in management theory and common sense, define the GMAP philosophy and practice.

  1. Engage the leader(s) at the top of the organization. GMAP stresses the personal presence of senior managers and others needed to make decisions.
  2. Do not measure for measurement’s sake. This is a waste of resources. GMAP is a management tool, not a presentation. Effective measures require clarity on:
    1. what programs and services expect to influence, and
    2. how agencies will use measures to manage programs and get results.
  3. Develop and use timely and accurate performance data to set targets and inform decisions.
  4. Reward candor in identifying and diagnosing performance barriers and creativity and commitment to overcoming them. It is OK to identify missed targets. It is even more important to know why you missed targets and to have a plan to address barriers to meeting them.
  5. When the data indicates needed action, quickly and clearly specify what needs to be done, who will do it, and when it will be done. Action plans should primarily focus on what can be done prior to the next performance report (typically 3-4 months away).
  6. Persistent follow-up and clear accountability. Agency leadership should relentlessly follow up on commitments made in action plans. They should also monitor results over time to verify change is real and sustainable.
  7. Create a continuous learning environment. Agencies should use process improvement tools to get better results.