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					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
                                                               Professional
Services to Protect the Public Welfare                          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.
                                                                                                Filings (days) Productivity/Quality
                                                                                                       Nov. 2009 - Oct. 2010
                          25000                                                                                                                                                                                                         1.30%
                          24000
                          23000                                                                                                                                                                                                         1.20%
                          22000
                          21000                                                                                                                                                                                                         1.10%
                          20000                                                           1.02%                                                                                                                      0.67%
                          19000                                                                           1.01%                                                                                                                         1.00%




                                                                                                                                                                                                                                                Total Percentage of OFI's
                                                                                                                                                                                                                Sect io n A vg .
Total Number of Filings




                          18000 17,229                                                                                     0.94%
                          17000                                                                                                                                                                                                         0.90%
                          16000
                          15000                                                                                                              0.77%                                              0.78%                                   0.80%
                          14000                                                                                                  1                                                                                                      0.70%
                          13000         0.67%                                                                                                                 0.69%
                          12000                         0.63%                                                                                                                                                                           0.60%
                          11000




                                                                                                                                                      19750
                                                19320




                                                                  19355




                                                                                                  19240




                                                                                                                   18561
                                                                                                                                                                                0.54%




                                                                                                                                     17943
                          10000                                                                                                                                                                                                         0.50%




                                                                                                                                                                       16469




                                                                                                                                                                                                                          15901
                           9000
                                  15194




                                                                                                                                                                                        15238
                                                                                  14932




                                                                                                                                                                                                        14849
                           8000                                                                                                                                                                                 0.40%                   0.40%
                           7000                                                                                                                                                                                                    0.34%
                           6000                                                                                                                                                                                                         0.30%
                           5000                                           0.26%
                           4000                                                                                                                                                                                                         0.20%
                           3000
                           2000                                                           153             194              175               139              137                                                                       0.10%
                           1000        102              122               50                                                                                                    89              119             59                 54
                              0                                                                                                                                                                                                         0.00%




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                                                                                                                            Month
                                                                                           Productivity                    OFI's                   OFI's %                     Avg % OFI's
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