Since Fiscal Year (FY) 2014, the Pinehurst Village Council has adopted a Balanced Scorecard with Key Performance Indicators (KPIs) to determine Village progress at achieving the Council’s goals and objectives. The Village uses the Balanced Scorecard to integrate strategic planning and resource allocation. The BSC uses four perspectives to ensure a balanced approach to evaluating achievement of organizational strategy:
1. Customer – Delivering the services customers want at the level desired
2. Internal – Enhancing services through continuous improvement
3. Workforce – Developing an engaged workforce to provide quality services
4. Financial – Managing resources to ensure financial sustainability
Each KPI is assigned a score of 0-10 based on actual performance levels relative to the established goals and red flags. The KPIs include colors (red, yellow, green) to easily identify the status of the key performance indicator relative to its goal. Green indicates that the measure is achieving or exceeding the Village's desired results. Yellow indicates that the measure is below the goal but within a tolerance interval and should be monitored. Red indicates that the measure is not achieving the desired results and may require attention.
An annual performance report, the State of the Village Report, is prepared at the end of each fiscal year by the Organizational Performance Director and presented to the Village Council at a regularly scheduled Council meeting. Real-time performance can also be viewed throughout the year using the online performance dashboards. The dashboards allow you to view year-to-date performance levels for key performance measures that are critical to achieving the Village's mission to promote, enhance, and sustain the quality of life for residents, businesses, and visitors.
Additional organizational performance data is located in the Village's annual Strategic Operating Plan (SOP) including Quarterly SOP Updates, presented to the Village Council, to report the progress for Initiative Acton Plans.