Step-by-step accountability

The results based accountability step-by-step process starts with Lamoille Family Center managers caring about the quality of their services. Our managers, individually or in groups, use the following thinking process:

Step 1: Who are our customers?

Step 2: How can we measure if our customers are better off (customer results)?

Step 3: How can we measure if we’re delivering services well?

Step 4: How are we doing on the most important of these measures?

Step 5: Who are the partners that have a potential role to play in doing better?

Step 6: What works to do better, including no-cost and low-cost ideas?

Step 7: What do we propose to actually do?

Scott Johnson

Executive director, Lamoille Family Center

Morrisville