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ANNUAL PERFORMANCE REPORT- PART II, KEY MEASURE ANALYSIS(1)

By Edith Stone,2014-08-08 22:03
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ANNUAL PERFORMANCE REPORT- PART II, KEY MEASURE ANALYSIS(1)

    The agency links this performance measure to Oregon Benchmark(s):

    #9, Cost of Doing Business

CONSUMER & BUSINESS SERVICES, DEPARTMENT OF

    Mission: Protect and serve Oregon’s consumers and workers while promoting a positive business climate in the state.

    Target 83% 87% 91% 95% 95% 95% 4400-10 Percent of timelines for key

    department activities that are met. Data N/A 78.1% 80.8% 79.3% 78.7% 84.9%

    Data Source: Records of activities triggered by contact with DCBS customers and stakeholders. Key Performance Measure Analysis

    To what goal(s) is this performance measure linked? Percent of DCBS Timelines MetDCBS Goal #3: Be accountable to the public we serve, with excellent service to our DataTargetscustomers; and OBM #9: Oregon's national rank in the cost of doing business. 100%

    What do benchmark (or other high-level outcome) data say about Oregon relative to 80%the goal(s)? What is the impact of your agency?

    60%The benchmark data are related to the Governor's principle that "Economic development and a positive business climate are key to creating sustainable businesses and jobs." The 40%data suggest the capability of DCBS to provide excellent customer service when delivering or completing statutory requirements or discharging supervisory 20%responsibilities. This measure affects customers’ feeling of excellent customer service

    related to timely actions by the agency. 0%

    990001020304050607How does the performance measure demonstrate agency progress toward the goal? The performance measure provides an indication of the commitment to and delivery of excellent customer service in carrying out our statutory responsibilities. In WCD the Reconsideration process and the NCE claim investigation process have statutory timeframes established, while most other programs are working under self-imposed timeliness standards. The WCD Reconsideration output is generally 100% and there has been a steady increase in the timeliness of other orders.

    Compare actual performance to target and explain any variance.

    DCBS is improving systems to allow more licensing and registration processes to be completed electronically. The actual performance of this measure is improving. Many of our targets are self-imposed (rather than mandatory) and movement to target is challenging.

    Summarize how actual performance compares to any relevant public or private industry standards.

    Statistics for public or private industry standards on timeliness are not available for comparison to key activities for any division contributing to this composite measure. What is an example of a department activity related to the measure? This measure represents the timeliness and responsiveness of staff who work on complaints and inquiries, license application and renewal requests, new charters, branch offices, bylaw amendments, mergers, and examination reports in DFCS. New corporate data systems are being evaluated that, when implemented, will CONSUMER & BUSINESS SERVICES, DEPARTMENT OF

    Excerpt from FY 2003-04 Annual Performance Progress Report found at http://www.oregon.gov/DAS/OPB/APPR04.shtml

    The agency links this performance measure to Oregon Benchmark(s):

    #9, Cost of Doing Business

    provide for electronic submission of many regulatory applications. In WCD, this output includes orders on reconsideration; disabling/nondisabling claim classification; re-employment assistance; contested case; disputes regarding medical fees, MCO disputes, palliative care disputes; medical services disputes, medical treatment disputes, vocational disputes; NCE claim investigation orders (NCE and NSD); penalties payable to workers for unreasonable delay in benefits; suspension of workers benefits under ORS 656.262(15); requests for changes of attending physician; additional insurer medical exams; and orders designating paying agents under ORS 656.307.

    What needs to be done as a result of this analysis?

    Continue to pursue opportunities that will streamline our licensing and registration processes for all programs. We will continue our process improvement efforts and reevaluate targets for timely performance.

    CONSUMER & BUSINESS SERVICES, DEPARTMENT OF

    Excerpt from FY 2003-04 Annual Performance Progress Report found at http://www.oregon.gov/DAS/OPB/APPR04.shtml

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