The following two tables present the full set of performance measures by which VA evaluates its success. The first table identifies performance measures and associated target levels of performance according to the revised strategic goal and objective they support. The second table shows the same set of measures and targets grouped by program. The performance targets presented in these tables represent the basis upon which our Accountability Report will be prepared.

VA uses the balanced measures concept to monitor program and organizational performance. Rather than focusing attention solely on one or two types of performance measures, we examine and regularly monitor several different types of measures to provide a more comprehensive and balanced view of how well we are performing. While each of our major program elements uses the balanced scorecard approach, the specific measures comprising the scorecard vary somewhat from organization to organization, and thus, from program to program. The components of the scorecard for each organization have been tailored to fit the strategic goals of the programs for which each organization is responsible.

For example, VHA has developed performance measures around five domains of value—technical quality, customer satisfaction, improved patient functional status, access, and cost/price. VBA’s balanced scorecard also consists of five types of performance measures—accuracy, speed (timeliness), customer satisfaction, cost, and employee development and satisfaction.

The following tables demonstrate the balanced view of performance the Department uses to establish performance targets and to assess how well we are doing in meeting our strategic goals, objectives, and performance targets.