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					                                                                FY' 2011 Measures
                                                                   First Quarter

                          September, October, and November (1st Quarter) FY 2012 Performance
                                                           Note: Measures Highlighted in pink are KEY measures.
                                                      Responsible
             Outcome Measures                                                  Anticipated and Actual Performance
                                                     Program Area
Outcome Measure 1.1 oc 1         Percentage of    Customer Service and 1st Quarter Anticipated Performance - 37.00%
Disputes Resolved by OIEC Prior to Holding a      Ombudsman Program 1st Quarter ACTUAL Performance -
Texas Department of Insurance Administrative
Dispute Resolution Proceeding
Outcome Measure 1.1 oc 2         Percentage of    Ombudsman Program     1st Quarter Anticipated Performance - 37.00%
proceedings Held before Division of Workers'                            1st Quarter ACTUAL Performance -
Compensation in which the Injured Employee
was assisted by an Ombudsman
Outcome Measure 1.1 oc 3         Percentage of    Ombudsman Program     1st Quarter Anticipated Performance - 36.00%
Issues Raised at Contested Case Hearing where                           1st Quarter ACTUAL Performance -
the Injured Employee Prevailed When Assisted by
an Ombudsman
Outcome Measure 1.1 oc 4         Percentage of    Ombudsman Program     1st Quarter Anticipated Performance - 33.00%
Issues Raised on Appeal where the Injured                               1st Quarter ACTUAL Performance -
Employee Prevailed When Assisted by an
Ombudsman
Outcome Measure 2.1 oc 1         Percentage of     Customer Service     1st Quarter Anticipated Performance - 96.00%
Injured Employees Educated Regarding their                              1st Quarter ACTUAL Performance -
Rights & Responsibilities.
Outcome Measure 3.1 oc 1         Percentage of       Legal Services     1st Quarter Anticipated Performance - 100.00%
Workers' Compensation Formal or Informal Rules                          1st Quarter ACTUAL Performance -
Analyzed by OIEC
Outcome Measure 3.1 oc 2         Percentage of       Legal Services     1st Quarter Anticipated Performance - 100.00%
Workers' Compensation Formal or Informal                                1st Quarter ACTUAL Performance -
Rulemaking Processes in which OIEC
Participated
Outcome Measure 3.1 oc 3         Percentage of       Legal Services     1st Quarter Anticipated Performance - 78.00%
Workers' Compensation Rules Changed for the                             1st Quarter ACTUAL Performance -
Benefit of the Injured Employee as a Result of
OIEC Participation
Output Measures
Output Measure 1.1.1 op 1     Number of Injured   Ombudsman Program     1st Quarter Anticipated Performance - 875
Employees Prepared for a Benefit Review                                 1st Quarter ACTUAL Performance -
Conference by an Ombudsman




                                                                        1                                63e6ff0a-018d-4f1c-883c-ab5378b95c4b.xls
                                                                FY' 2011 Measures
                                                                   First Quarter

Output Measure 1.1.1 op 2   Number of Benefit     Ombudsman Program     1st Quarter Anticipated Performance - 878
Review Conferences with Ombudsman                                       1st Quarter ACTUAL Performance -
assistance
Output Measure 1.1.1 op 3   Number of Injured     Ombudsman Program     1st Quarter Anticipated Performance - 425
Employees Prepared for a Contested Case                                 1st Quarter ACTUAL Performance -
Hearing by an Ombudsman
Output Measure 1.1.1 op 4   Number of             Ombudsman Program     1st Quarter Anticipated Performance - 448
Contested Case Hearings with Ombudsman                                  1st Quarter ACTUAL Performance -
assistance
Output Measure 1.1.1 op 5   Number of Injured     Ombudsman Program     1st Quarter Anticipated Performance - 131
Employees Prepared for an Appeal by an                                  1st Quarter ACTUAL Performance -
Ombudsman
Output Measure 2.1.1 op 1   Number of Injured       Customer Service    1st Quarter Anticipated Performance - 46,250
Employees Educated Regarding their Rights and                           1st Quarter ACTUAL Performance -
Responsibilities
Output Measure 2.1.1 op 2   Number Injured         All Program Areas    1st Quarter Anticipated Performance - 68,250
Employees Assisted by Telephone (OGT,OIC)                               1st Quarter ACTUAL Performance -

Output Measure 2.1.1 op 3    Number of Injured     All Program Areas    1st Quarter Anticipated Performance - 5,563
Employees Assisted at Field Office Locations                            1st Quarter ACTUAL Performance -
(OWI)
Output Measure 2.1.1 op 4    Number of             All Program Areas    1st Quarter Anticipated Performance - 20
presentations performed by OIEC                                         1st Quarter ACTUAL Performance -

Output Measure 2.1.1 op 5     Number of           Customer Service and 1st Quarter Anticipated Performance - 2,350
Referrals to Department of Assistive and          Ombudsman Program 1st Quarter ACTUAL Performance -
Rehabilitative Services, Texas Workforce
Commission, Texas Department of Insurance, or
Other Social or Regulatory Services
Output Measure 3.1.1 op 1     Number of Adopted      Legal Services     1st Quarter Anticipated Performance - 2
Workers' Compensation Rules Analyzed by OIEC                            1st Quarter ACTUAL Performance -

Output Measure 3.1.1 op 2     Number of Adopted      Legal Services     1st Quarter Anticipated Performance - 2
Workers' Compensation Rules in which OIEC                               1st Quarter ACTUAL Performance -
Participated
Output Measure 3.1.1 op 3     Number of Adopted      Legal Services     1st Quarter Anticipated Performance - 2
Workers' Compensation Rules Changed for the                             1st Quarter ACTUAL Performance -
Benefit of Injured Employees as a Result of
OIEC's Participation




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                                                                  FY' 2011 Measures
                                                                     First Quarter

Output Measure 3.1.1 op 4      Number of Assists       Legal Services     1st Quarter Anticipated Performance - 600
a Regional Staff Attorney Provides to an                                  1st Quarter ACTUAL Performance -
Ombudsman
Efficiency Measures
Efficiency Measure 1.1.1 ef 1       Avg Days to     Customer Service and 1st Quarter Anticipated Performance - 12
Resolve a Disputed Issue Prior to Entering a        Ombudsman Program 1st Quarter ACTUAL Performance -
Proceeding
Efficiency Measure 2.1.1 ef 1        Average Time     Customer Service    1st Quarter Anticipated Performance - 18
from Date of Injury to the Date an Injured                                1st Quarter ACTUAL Performance -
Employee is Sent Their Rights and
Responsibilities
Explanatory Measures
Explanatory Measure 1.1.1 ex 1          Average     Ombudsman Program     1st Quarter Anticipated Performance - $1,750
Indemnity Cost Avoided per Injured Employee                               1st Quarter ACTUAL Performance -
Assisted by an Ombudsman
Explanatory Measure 1.1.1 ex 2          Number of   Customer Service and 1st Quarter Anticipated Performance - 1,425
Disputed Issues Resolved Prior to Entering a        Ombudsman Program 1st Quarter ACTUAL Performance -
Proceeding




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