Transcript Department of State

Performance
Measures
Richard J. Geisenberger
Chief Deputy Secretary of State
Performance Measures
• What Gets the Money
• What the Administration Cares About
• What Gets the Simple Headlines
• What Drives Systemic Improvement
What Does a Department of State Do Anyway?
Archives, Arts, Bank Commissioner, Commission for Women,
Corporations, Government Information Center, Historical & Cultural
Affairs, Human Relations, International Trade, Libraries, MERB, PERB,
Public Integrity Commission, Professional Regulation, Public Advocate,
Public Service Commission, Veterans Commission, Veterans Home
Bank Commissioner
International
Trade
Professional
Regulation
Veterans Home
What Does a Department of State Do
Anyway? (continued)
Board of Pardons, Notary Public, Delaware Stadium Corporation,
Diamond State Port Corporation, Open Space Council, etc.
Budget Book Performance Measures
• Generate Revenue & Promote Economic Growth
Bank
Commissioner
International
Trade
• Revenues, Bank Licenses, Incorporations, Exports
• Promote & Preserve History, Art and Culture
• Arts patrons, Museum Visitors
• Promote Citizen Access to Information
• Archive visitors, library cardholders, unique website visitors
Budget Book Performance Measures
Provide Services to Veterans and their
Families
•
Veterans Home
• # of Vets Getting Services, Vets Using the Cemetaries,
Veterans Home Residents
• Promote Equal Opportunity and
Protection
• # of cases, # of public workshops
• Provide Regulatory and Licensing
Services to Protect the Public Welfare
Professional
Regulation
• Number of licenses, Online services
• Administer the State’s public employment
relations and ethics laws.
• Caseload, Avg. case time
Governor Markell’s Priorities
The 3 “E’s”
• Economic Growth
• Educational Improvement
• Efficient and Effective Government
Administration’s Performance Measures
•
Economy – 1) More incorporations; 2)higher arts
patronage; 3) full utilization of historic preservation
tax credit
•
Education – 4) More library cardholders: 5)More
children engaged in Department funded educational
programs tied to state standards (archives,
museums, arts, financial literacy and libraries)
•
Efficient and Effective Government – 6) Increased
utilization of online transactions; 7) more partner
sites displaying state-owned art, artifacts and
archival materials
Headline Performance Measures
•
Corporations– Revenue, % of State Revenue,
New Formations, Number of Entities
•
Libraries – Cardholders, Computer Users, New
Construction Projects, New Services Launched
Driving Systemic Improvement
•
Balanced Scorecard– Customers, Products and
Services, Organizational Effectiveness, Human
Resources, Leadership and Governance, Financial
•
Process Metrics – Per capita library visits,
borrowers, circulation, square footage, computers,
turnover, electronic subscriptions, staffing, MLSs,
reference requests, hours open, cost per circulation
and hour open, etc.
Driving Systemic Improvement
•
Scorecard– Financial, Customers, Process
Improvement, Learning and Growth
•
Process Metrics – Revenues, customer satisfaction
rates, average days backlog, throughput, documents
suspended for non-compliance, # of phone calls,
emails or live chats handled, abandonment rates,
average phone call or live chat time, orders assigned,
pages scanned, % tax paid online, error rates, % UCC
filings online, employee satisfaction rates, etc.
1.30%
1.20%
1.10%
0.67%
1.01%
1.00%
Sect io n A vg .
0.94%
0.90%
0.80%
0.78%
0.77%
1
0.70%
0.69%
0.60%
14849
0.40%
15901
0.54%
15238
16469
19750
17943
18561
19240
14932
19355
19320
0.63%
0.26%
0.50%
0.40%
0.34%
0.30%
0.20%
122
153
50
194
175
139
137
89
119
59
54
0.10%
Month
Productivity
OFI's
OFI's %
Avg % OFI's
Oc
t -1
0
Se
p10
-1
0
Au
g
-10
Ju
l
-1
0
Ju
n
Ma
y10
-1
0
Ap
r
Ma
r-1
0
Fe
b10
Ja
n10
0.00%
Total Percentage of OFI's
1.02%
De
c-0
9
-09
15194
25000
24000
23000
22000
21000
20000
19000
18000 17,229
17000
16000
15000
14000
13000
0.67%
12000
11000
10000
9000
8000
7000
6000
5000
4000
3000
2000
102
1000
0
No
v
Total Number of Filings
Filings (days) Productivity/Quality
Nov. 2009 - Oct. 2010
Comments /
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