Case Study: City Public Service, San Antonio, Texas

What is the best way to make a significant change to an organization-wide process? If you take the success of City Public Service´s Employee Performance Management software implementation as an indicator, large-scale change should occur swiftly, with sound pre-planning, the recruitment and active support of vital stakeholders and frequent communication.

City Public Service (CPS) wanted a solution that could decrease administrative time, create a database of effective performance management information and bring about improvement in the following areas; tracking and alignment of goals, quality of evaluations and feedback related to competencies and organization-wide consistency of process. In addition to the software implementation, CPS made extensive changes in its performance management process, including the introduction of a focal point review process for the first time.

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