Performance Evaluation and Planning

Graphic with 4 images of dots connected by lines. The first image is named Data and 4 points are off to the side, disconnected from the rest of the image.  The next image is named Information and there are now lines connecting the 4 dots. The third image is named Knowledge and now the four points and connecting lines are partially connected to the rest of the figure. The fourth image is named Wisdom and now all lines and dots are connected.

Photo by Michael Kreil is licensed under CC BY 2.0

How well do HCIDLA’s programs perform?  Do they meet their goals?  Where is there room for improvement? 

The Performance Evaluation and Planning team works to refine and improve metrics, automate data gathering and analysis, and enhance data reporting and presentation. Our goal is to create meaningful performance data for internal use and for reporting to the public, the Mayor, City Council, other elected officials, our funders and contractors.  We also design graphic presentation of data and oversee the development of HCIDLA's strategic plan.   

Why is this important? 

HCIDLA oversees the provision of a wide range of services and products to meet the needs of many different customers, which include some of the most vulnerable residents of Los Angeles.  Measuring program performance outcomes shows the results of the services provided to improve the lives of City residents and stakeholders. Those services are paid for with tax dollars and fees, and sharing performance data with the public supports accountability and transparency for these program resources.

The programs and services described below are funded by fees charged to rental property owners and passed through to tenants, or by formula grants from the U.S. Department of Housing and Urban Development (HUD) including Community Development Block Grant (CDBG), Home Investment Partnerships (HOME), Housing Opportunities for Persons with AIDS (HOPWA), Emergency Solutions Grant (ESG) and the Community Services Block Grant (CSBG) from the U.S. Department of Health and Human Services (HHS) state and local resources including Proposition HHH.  HCIDLA programs and services include:

  • Routine inspection and enforcement of State and local habitability standards in multi-family rental housing (SCEP and complaint inspections)
  • Rent Stabilization Ordinance (RSO) enforcement  
  • The Accessible Housing Program (AcHP) ensures that people with disabilities have an equal opportunity to rent, enjoy, and use affordable rental housing funded by the City of Los Angeles or the Community Redevelopment Agency of the City of Los Angeles.
  • Supportive service programs including counseling and case management, domestic violence shelters, emergency housing subsidies, after-school tutoring, and more 
  • Gap financing from the Affordable Housing Managed Pipeline and Proposition HHH for the development of new affordable rental housing or supportive housing for homeless persons including veterans, residents living with disabilities, including seniors, and large families 
  • Investment in homeless shelters, services and homelessness prevention programs through the Los Angeles Homeless Services Authority
  • Homebuyer and home safety programs including first time homebuyer assistance, minor home repairs for elderly and persons with disabilities, remediation of lead-based paint hazards and healthy home education and interventions
  • Planning, research, program evaluation and grants management

The Performance Evaluation and Planning team is responsible for

  • Overseeing the development and tracking of HCIDLA's strategic plan
  • Developing and managing comprehensive departmental performance scorecards and other metrics
  • Providing performance data and evaluation in a variety of reports and formats
  • Convening HCIDLA’s performance data management group

Data collection and work products of the Performance Evaluation and Planning team can be seen at the links below. 

Strategic Plan 2018-2021

The Strategic Plan provides a platform to communicate the Department’s long-term vision, and align all efforts to achieve the HCIDLA’s goals and objectives with its vision and the departmental mission.   Ten strategic goals, action plans, related metrics and annual targets are also described in the Plan.

Back to Basics Scorecard

The Back to Basics Scorecard provides a variety of metrics of HCIDLA services or operational outcomes corresponding to the Mayor’s citywide goals of a Los Angeles that is Safe, Livable, Prosperous and Well-Run.  Back to Basics Scorecards from previous quarters can be seen in this website's Library.  (Choose 'Performance Metrics' in the drop-down Category menu and then click the Search button.) 

Clarity Human Services System

Clarity Human Services (developed by Bitfocus, Inc.) is the case management and reporting software used to capture customer data, and to generate reports that meet the requirements of the Community Development Block Grant (CDBG) and the Community Services Block Grant (CSBG).  The funds provided by CDBG and CSBG support community-based programs.  The data managed by Clarity Human Services is used for the Back to Basics Scorecard, the Annual Performance Evaluation (SOFA) report, internal program monitoring and evaluation tools, and other reports.


The SOFA Performance Evaluation is conducted annually of grant-funded service provider contractors in the FamilySource System (FSS), and Domestic Violence Shelter Operations (DVSO) Program.   The Evaluation Categories are represented by the acronym SOFA where:

S - Measures the Customer Satisfaction of clients served.

O - Measures the number of Outcomes, or results experienced by clients after participation in program services and activities. 

F -The Flow measure is the number of clients served during the year.

A -The Administrative Capability performance measure includes:

  • Timely reporting and accuracy of participant activity;
  • Compliance with program policies and procedures; and
  • Accurate budgeting and financial management