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ONESM Award V Criteria

The Organizational Profile provides a fundamental understanding of your organization and serves as the context for assessing your organization’s effectiveness. It is critical that the information requested in the profile criteria be conveyed in a clear, concise and focused fashion. The complete response to the Organizational Profile is limited to two pages (8.5”x 11” Word document in 11 pt. font). Applicants are urged to consult the ONE Glossary of Terms as a team resource in preparing their Application.

Organizational Profile

1. Please detail the key characteristics of your organization, including the following information:

• The key programs/services you provide and the benefits/impact they are expected to create for your customers
• Your stated Purpose, Vision, Mission and Values
• Your key customers and stakeholders and their expectations for your products/services and their relationship with you
• Your key suppliers and collaborators and their expectations for their relationship with you
• Your Workforce profile, including any key groups/segments (including volunteers) and their expectations related to their job/work experience and volunteer experience
• The key accreditation, certification and regulatory requirements with which you must comply.
• Your organizational governance system, including the key reporting relationships among your Board and senior leaders
• Your key relationships with major agency or foundation funding sources.

2. Please detail your competitive environment as well as the key organizational and strategic challenges that you face, including the following information:

• The key competitors of your organization and the key factors that determine your competitive success
• The key sources of competitive and comparative data in your field/sector
• Your core competencies (your organization’s area of greatest capability and/or expertise).
• Your organization’s key strategic advantages and challenges (factors related to your main mission area or enterprise activity)
• Your key operational challenges (challenges that relate to your ability to operate your organization successfully on a day-to-day basis).
• Your key human resource challenges

ONE Award V Criteria

Please respond to the criteria questions below for each of the categories – People, Principles, and Process. In your responses, it is critical that you demonstrate your systematic approach/process for addressing the criteria requirement, not just provide an example of what you do. In your response to the results-related questions, please include actual data, both the most recent results and past performance. The overall page limit for the responses to these three categories is six pages, not including the Organizational Profile. It is suggested that you use a compact format to maximize the amount of information shared, including flowcharts, tables and bullet points to present information concisely. Results responses can be reported using graphs and tables accompanied by explanations of the results presented. Label the graphs and tables in order to assist the reader in interpreting the results information provided.

Category 1 – People

1.1 How do your leaders lead? In your response, please make sure that you address the following:

1. How do leaders deploy the organization’s vision, mission and values to all employees, volunteers, customers and stakeholders?
2. How do leaders encourage effective two-way communication throughout the organization?
3. How do your leaders promote legal and ethical behavior in all organizational activity?
4. How do leaders ensure organizational/mission alignment with and contribution to the achievement of community goals and development?
5. How do your leaders take strategic action to create a sustainable organization?

1.2 How do you help your employees/volunteers accomplish the work of the organization? In your response, please make sure that you address the following:

1. How do you recruit employees and volunteers with the required skills who fit your culture?
2. How do you retain your employees and volunteers?
3. How do you identify training needs, and ensure skill sharing across the organization?

1.3 How do you ensure employee/volunteer well-being and satisfaction? In your response, please make sure that you address the following:

1. How do you determine the key factors that lead to employee/volunteer satisfaction?
2. How do you assess the level of employee/volunteer satisfaction and motivation?
3. How do you use assessment findings (in #2 above) to make improvements?

1.4 How do you govern the organization? In your response, please make sure that you address the following:

1. How does your organization address the following in your governance system:
• ethical behavior
• fiscal accountability, independence in audits
• good stewardship of public funds
• transparency in operations
• effective internal controls
• selection/disclosure policies for board member
2. How do you evaluate and improve your governance system?

1.5 What are your People results? In your responses, please make sure that you provide data and accompanying explanations that address the following:

1. What are your current levels and trends in measures of leadership effectiveness?
2. What are your current levels and trends in measures of workforce well-being, satisfaction and dissatisfaction?
3. What are your current findings and trends in measures of fiscal accountability and good stewardship of public funds, both internal and external? What are your results for key measures of regulatory compliance and legal/ethical behavior?

Category 2 – Principles

2.1 How do you develop and use customer and market knowledge? In your response, please make sure that you address the following:

1. How do you collect and analyze voice of the customer data to determine your customer’s key needs and changing expectations?
2. How do you use voice of the customer feedback (including complaints) to improve?

2.2 How do you satisfy and engage your customers? In your response, please make sure that you address the following:

1. How do you build relationships with customers to meet and exceed their expectations?
2. How do you handle customer inquiries and complaints, ensuring their satisfaction and prompt complaint resolution?
3. How do you assess customer satisfaction, dissatisfaction and engagement?
4. How do you identify actionable data to address concerns and make improvements?
5. How do you ensure that the remedies and improvements identified are implemented?

2.3 How do you develop and deploy your strategy? In your response, please make sure that you address the following:

1. What process do you use to develop your strategic plan? Who participates? How do you collect and analyze data related to strengths, weaknesses, opportunities and threats; shifts in technologies, markets, competition or regulation and your ability to execute the plan?
2. What are your key strategic objectives and goals and your timetable to accomplish them?
3. How do you develop and deploy action plans to execute your strategic plan?
4. How do you make the resource allocation decisions required to implement your plan?

2.4 How do you measure, analyze and review organizational performance? In your response, please make sure that you address the following:

1. How do you collect and monitor data to track operations, ongoing organizational performance, and progress relative to action plans and strategic objectives?
2. How do you use the information collected and reviewed in 1 above to support organizational decision making and make improvements?

2.5 How do you manage organizational information and knowledge? In your response, please make sure that you address the following:

1. How do make needed data available to employees, volunteers, customers, etc. as required?
2. How do you make sure that your data are secure and are not at risk due to unforeseen events?

2.6 What are your Principles results? In your response, please make sure that you provide data and explanations that address the following:

1. What are your current levels and trends in key measures of product/service performance and success? How do these results compare to other similar organizations?
2. What are your current levels and trends in measures of customer satisfaction and engagement? How do these results compare with performance of your competitors and other similar organizations?
3. What are your current levels and trends in measures or indicators of financial return and/or budgetary performance?
4. What are your results for measures or indicators of mission impact?

Category 3 – Process

3.1 How do you manage your processes that create value for your customers? In your response, please make sure that you address the following:

1. What are your key processes for creating value for customers/impacting your mission?
2. How do you improve these processes?
3. How do you measure/quantify the effectiveness of these value creation processes?

3.2 How do you manage your internal and external processes that support your value creation processes identified in 3.1 above? In your response, please make sure that you address the following:

1. What are your key processes for supporting the value creation processes in 3.1?
2. How do you improve these processes?
3. How do you measure/quantify the effectiveness of these support processes?

3.3 How do you coordinate internal processes and the contributions of suppliers and collaborators (your “work system”) to deliver value to your customers and achieve organizational success? In your response, please make sure that you address the following:

1. How do you make sure that you are taking full advantage of your core competencies?
2. How do you decide which processes in your work system are executed in-house and which will be provided by external resources?

3.4 What are your Process results? In your response, please make sure that you provide data and explanations that address the following:

1. What are your current levels and trends in measures or indicators of performance of your key value creation processes?
2. What are your current levels and trends in measures or indicators of performance of your key support processes (both internal and external)?