Wendy K. Hughes

Director, Business Performance Management @New York City Office of Technology & Innovation

Supervises a team that works with the business and service providers across DoITT to refine the metrics and KPIs used to evaluate service quality and performance; assures the performance metrics evaluation model is focused on improving operational and program efficiencies and effectiveness; analyzes, reviews and measures performance against agreed-upon service level agreements (SLAs); works with the Program and Portfolio Management (PPM) team to understand the dispersion of services and measure performance accordingly; collaborates with the Strategic Planning group and divisions across DoITT on performance improvement initiatives and measures progress via metrics; leads and coordinates the monthly DoITT Stat Steering Committee and collaborates with all divisional liaisons; manages an ongoing effort to automate the DoITT Stat process, including data consolidation and creation, maintenance and usage of dynamic dashboards to facilitate robust, interactive discussions; initiates actions required to maintain or improve service levels and related metrics; developing a model to measure internal and external customer satisfaction; oversees and facilitates the Performance Management process with the Mayor\'s Office of Operations which results in the PMMR and MMR reports to the public; and manages special technology projects and initiatives as assigned.