The Integrated Performance Management System: A Key to Service Trajectory Integration

Area of Science:

• Healthcare Management
• Systems Integration
• Child Welfare Services

Background:

• Deployment of an integrated performance management system (Project "Jimmy") aimed to enhance service delivery for children in vulnerable situations.
• The system sought to improve service accessibility, continuity, and stakeholder well-being within a Canadian healthcare organization.

Observation:

• Action research conducted from August 2016 to October 2018 involved extensive data collection, including over 350 hours of observation, 15 interviews, and 3 focus groups.
• The study focused on a large Canadian healthcare organization implementing the integrated performance management system.

Findings:

• Integrated performance management systems facilitate collaborative management, supporting both horizontal and vertical integration of service trajectories.
• Visual boards and status sheet meetings were key to successful service integration and the functioning of integrated teams.
• Improvements were noted in service accessibility, continuity, and employee well-being.

Implications:

• Project "Jimmy" demonstrates the effectiveness of integrated performance management systems in strengthening linkage and coordination models.
• Tools like status sheet meetings and visual boards are crucial for vertical and horizontal integration across hierarchical levels and front-line stakeholders.
• The findings support a user-oriented approach to service delivery, fostering stronger inter-team connections.