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					Administrative Services Internal Customer Satisfaction
 Unit                                                      April 2010 Results   Difference from   Slide #
                                                            Overall Average     October Survey
                                                               (Scale 1-5)
 Administrative Services
 • Accounting – Grants, Contracts and Loans                       4.29               +.20           2
 • Accounting – Accounts Payable, Cashiering and Payroll          4.35                +12           3

 • Budget Services                                                4.47               +.24           4

 • Contract and Audit Review                                      4.53               +.37           5

 • Facilities, Mail and Telecommunications                        4.65               +.12           6

 • Human Resources                                                4.39               +.21           7

 • Information Services                                           4.55               +.14           9

 • Purchasing                                                     4.71               +.17           11




 Q:\GMAP\Quarterly GMAPs\2010\August 2010
                                                                                                            1
Budget Activity: Program 100 – ASD – Accounting – Grants and Loan Management
Purpose: Provide dynamic stewardship of public resources
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis: Exceeded 4.0 target in all categories.                                                                                               Accounting – Grants, Contracts and Loans
                                                                                                                                                    Average Overall Customer Satisfaction
                              April 2010 Segmented Survey Results
                                                                                                                                                  (Program 100 Team Performance Survey)
                5.00          Actual (customers with interaction)                                                                       5.00
                              Actual (all customers)                                                                                               Actual (customers with interaction)
                4.50          Target                                                                                                               Actual (all customers)
                                                                                                                                        4.50
                                                                                                                                                   Target
                4.00                                                                                                                    4.00
Survey Scores




                                                                                                                                        3.50




                                                                                                                        Survey Scores
                3.50
                                                                                                                                        3.00
                3.00
                                                                                                                                        2.50
                2.50                                                                                                                    2.00
                                                                                                                                        1.50
                2.00
                                                                                                                                        1.00
                1.50                                                    4.16
                       4.33             4.22             4.49                         4.23            4.29                              0.50                                                    4.25          4.09          4.09          4.29
                              4.31             4.19             4.47           4.13          4.20            4.26                                 2.09     3.86       3.94       3.88    4.29          4.20          4.07                        4.26
                1.00                                                                                                                                                                                                               4.06
                                                                                                                                        0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                               Apr-06 Oct-06 Apr-07 Oct-07 Apr-08 Oct-08 Apr-09 Oct-09 Apr-10


Action Plan                                                                                                           Who                                                                Timeframe
• Migrate to CST Loans usage/Streamline loan subsidiaries -                                                           Accounting Grants/Loan Staff                                       • April 2010 - March 2011
  July CERB migrated /in use; Aug HTF/HOME migrated/in use;
  PWB scheduled
• Migrate to CST Expenditures usage - June testing began                                                                                                                                 • June – Dec 2010
• Determine ADDS to Enterprise needs and implement – OFM                                                                                                                                 • May – June 2011
  extension granted to June 2011; IS analyzing Systems
• Streamline Federal Draws Process – Sept began analysis                                                                                                                                 • Nov 2010
How target was set: Agency expectation
                                                                                                                                                                                                                                                        2
Data Source: Program 100 survey
Budget Activity: Program 100 – ASD – Accounting – Payables, Payroll, Cashiering, and Travel
Purpose: Provide dynamic stewardship of public resources
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis: Exceeded 4.0 target in all categories.                                                                          Accounting – Accounts Payable, Cashiering and Payroll
                                                                                                                                                     Average Overall Customer Satisfaction
                              April 2010 Segmented Survey Results
                                                                                                                                                   (Program 100 Team Performance Survey)
                5.00          Actual (customers with interaction)                                                                        5.00
                              Actual (all customers)                                                                                                 Actual (customers with interaction)
                4.50          Target                                                                                                                 Actual (all customers)
                                                                                                                                         4.50
                                                                                                                                                     Target
                4.00                                                                                                                     4.00
Survey Scores




                                                                                                                                         3.50




                                                                                                                         Survey Scores
                3.50
                                                                                                                                         3.00
                3.00
                                                                                                                                         2.50
                2.50                                                                                                                     2.00
                                                                                                                                         1.50
                2.00
                                                                                                                                         1.00
                1.50
                       4.28            4.32              4.50           4.29          4.35           4.35                                0.50                                                     4.37          4.23          4.23          4.35
                              4.27            4.31              4.48           4.27          4.43           4.35                                   1.59                 4.28       4.42    4.41          4.30          4.22          4.23          4.35
                1.00                                                                                                                                         4.26
                                                                                                                                         0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                                Apr-06 Oct-06 Apr-07 Oct-07 Apr-08 Oct-08 Apr-09 Oct-09 Apr-10


Action Plan                                                                                                           Who                                                                  Timeframe
• Implement improvements for cash receipting, both CST Loans                                                          Cashiering Staff                                                     • August 2010
  and non-loan receipting – Cash Receipt Log test complete;
  Aug CERB/HTF/HOME loans CST receipting fully in use;
  continuing additional improvement analysis into October
• Implement revised timesheet, overtime and exchange forms;                                                           Payroll Staff                                                        • October 2010
  provide training as needed

                                                                                                                                                                                                                                                          3
Budget Activity: Program 100 – Budget Services
Purpose: Provide dynamic stewardship of public resources
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis: Exceeded 4.0 target in all categories.
                                                                                     Budget Services
            April 2010 Segmented Survey Results                            Average Overall Customer Satisfaction
                           Actual (customers with interaction)                                                                                                   (Program 100 Team Performance Survey)
                5.00       Actual (all customers)
                           Target
                                                                                                                                         5.00
                                                                                                                                                                         Actual (customers with interaction)
                4.50                                                                                                                     4.50                            Actual (all customers)
                                                                                                                                                                         Target
                4.00                                                                                                                     4.00
Survey Scores




                                                                                                                                         3.50




                                                                                                                         Survey Scores
                3.50




                                                                                                                                                                                    1380 Service Requests
                                                                                                                                                 1344 Service Requests




                                                                                                                                                                                                                                   1274 Service Requests




                                                                                                                                                                                                                                                                                   1114 Service Requests




                                                                                                                                                                                                                                                                                                                                              1095 Service Requests
                                                                                                                                         3.00




                                                                                                                                                                                                            173 Responses
                                                                                                                                                    176 Responses




                                                                                                                                                                                                                                                                                      133 Responses
                                                                                                                                                                                                                                                            161 Responses




                                                                                                                                                                                                                                                                                                                                                                      98 Responses
                3.00
                                                                                                                                         2.50
                2.50                                                                                                                     2.00
                                                                                                                                         1.50
                2.00
                                                                                                                                         1.00
                1.50
                       4.52            4.37              4.59           4.33          4.52           4.47                                0.50                                                                                                                                             4.42                    4.26          4.23                   4.47
                              4.44             4.30             4.54           4.26          4.44           4.40                                            2.27                 3.51                                       3.85                           3.74             4.23                                         4.18
                                                                                                                                                                                                                                                                                                           4.30                        4.19                                      4.40
                1.00                                                                                                                     0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                                Apr-06 Oct-06 Apr-07 Oct-07 Apr-08 Oct-08 Apr-09 Oct-09 Apr-10


• Gather, analyze lessons learned from 11-13 budget                                                                    Budget coordinators, budget staff                                                                                                                    October-December 2010
  development process and document process and timelines for
  2012 supplemental and 13-15 budget.
• Provide fiscal note training for 2011 legislative session.                                                           Budget staff                                                                                                                                         December 2010
• Meet individually with budget coordinators to determine how                                                          Budget manager, budget staff,                                                                                                                        October-November 2010
  budget office can better meet their needs; discuss quality                                                            budget coordinators
  expectations with budget office staff.
How target was set: Agency expectation
                                                                                                                                                                                                                                                                                                                                                                                        4
Data Source: Program 100 survey
Budget Activity: Program 100 – Central Contracting Office (Contracts and Audit Services)
Purpose: Provide dynamic stewardship of public resources
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis: Exceeded 4.0 target in all categories.                                                                                                          Contract and Audit Review
                                                                                                                                                    Average Overall Customer Satisfaction
                              April 2010 Segmented Survey Results
                           Actual (customers with interaction)
                                                                                                                                                  (Program 100 Team Performance Survey)
                5.00       Actual (all customers)
                           Target
                                                                                                                                        5.00
                                                                                                                                                   Actual (customers with interaction)
                4.50                                                                                                                    4.50       Actual (all customers)
                                                                                                                                                   Target
                4.00                                                                                                                    4.00
Survey Scores




                                                                                                                                        3.50




                                                                                                                        Survey Scores
                3.50
                                                                                                                                        3.00
                3.00
                                                                                                                                        2.50
                2.50                                                                                                                    2.00

                                                                                                                                        1.50
                2.00
                                                                                                                                        1.00
                1.50
                       4.61            4.26              4.61           4.51          4.68           4.53                               0.50                                                    4.45          4.30          4.16          4.53
                              4.55            4.21              4.56           4.46          4.62           4.48                                 2.65      3.09       3.71       3.98    4.22          4.40          4.20          4.12          4.48
                1.00                                                                                                                    0.00
                         Accurate      Professional     Courteous and   Understands     Prom pt     Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                               Apr-06 Oct-06 Apr-07 Oct-07 Apr-08 Oct-08 Apr-09 Oct-09 Apr-10

Action Plan                                                                                                           Who                                                                Timeframe
• Provide policy, procedures, technical assistance and training                                                       •Contract staff and Program                                        • December 2010
  on performance based contracting.                                                                                   Managers
• Help establish policies, procedures, practices, training and                                                        •Contract Staff and Program                                        • December 2010
  analysis for increasing MWBE utilization.                                                                           Managers
• Integrate audit information into contractor selection, drafting                                                     •Contract Staff and Program                                        • December 2010
  and monitoring.                                                                                                     Managers
How target was set: Agency expectation
Data Source: Program 100 survey
                                                                                                                                                                                                                                                        5
    Budget Activity: Program 100 – ASD Office Services (Facilities, Mail, and Telecommunications)
    Purpose: Respond to all requests for assistance in a timely and courteous manner
    Agency Goal: Provide Bold Leadership and Exceptional Service
    Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
      Analysis: Exceeded Goal in all Categories
                                                                                                                                                 Facilities, Mail and Telecommunications
                                                                                                                                                      Average Overall Customer Satisfaction
                              April 2010 Segmented Survey Results
                                                                                                                                                    (Program 100 Team Performance Survey)
                              Actual (customers with interaction)
                5.00          Actual (all customers)
                              Target                                                                                                    5.00        Actual (customers with interaction)
                                                                                                                                                    Actual (all customers)
                4.50                                                                                                                    4.50        Target

                                                                                                                                        4.00
                4.00




                                                                                                                        Survey Scores
                                                                                                                                        3.50
Survey Scores




                3.50
                                                                                                                                        3.00
                3.00                                                                                                                    2.50

                2.50                                                                                                                    2.00

                                                                                                                                        1.50
                2.00
                                                                                                                                        1.00
                1.50
                       4.69             4.59             4.73           4.60          4.66            4.65                              0.50                                                                      4.54          4.53          4.65
                                                                                                                                                                                                    4.57
                              4.69             4.59             4.73           4.60          4.66            4.65                                 3.98       4.37       4.49       4.47      4.56          4.52          4.52          4.52          4.65
                1.00                                                                                                                    0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                               Apr-06    Oct-06     Apr-07     Oct-07     Apr-08    Oct-08        Apr-09        Oct-09        Apr-10



   Action Plan                                                                                                        Who                                                                    Timeframe
   This unit continues to review 100% of the comments from                                                            Operations Manager                                                     FY ’11 Q1
   customers taking the survey. We are meeting and
   exceeding our goal of 4.0 in every area of customer
   service by continued emphasis on understanding the
   customer’s needs.
                                                                                                                                                                                                                                                            6
Budget Activity: Program 100 – ASD Human Resources
Purpose: Respond to all requests for assistance in a timely and courteous manner
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis: Exceed Goal in all Categories                                             Human Resources
                              April 2010 Segmented Survey Results                                                                                         Average overall customer satisfaction
                                                                                                                                                    (Program 100 Team Performance Survey)
                5.00          Actual (customers with interaction)
                              Actual (all customers)                                                                                     5.00        Actual (customers with interaction)
                              Target                                                                                                                 Actual (all customers)
                4.50                                                                                                                     4.50        Target

                4.00                                                                                                                     4.00




                                                                                                                         Survey Scores
                                                                                                                                         3.50
Survey Scores




                3.50
                                                                                                                                         3.00
                3.00                                                                                                                     2.50

                2.50                                                                                                                     2.00

                                                                                                                                         1.50
                2.00
                                                                                                                                         1.00
                1.50
                       4.32             4.40             4.48            4.28          4.47           4.39                               0.50                                                        4.49          4.44          4.18          4.39
                               4.26            4.34             4.42            4.22          4.41           4.33                                  4.22       4.12      4.22        4.25      4.25          4.46          4.44          4.18          4.33
                1.00                                                                                                                     0.00
                         Accurate      Professional     Courteous and   Understands     Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs
                                                                                                                                                Apr-06    Oct-06     Apr-07    Oct-07      Apr-08    Oct-08        Apr-09        Oct-09        Apr-10


Action Plan                                                                                                            Who                                                                     Timeframe


HR continues to review 100% of the comments from
 customers taking the survey. HR exceeds the goal of 4.0
                                                                                                                       Human Resources                                                         FY’11 Q2
 in every area of customer service by continued emphasis
 on understanding the customers’ needs.


                                                                                                                                                                                                                                                             7
Additional Analysis: Continue to address specific, actionable survey response
comments from the March survey where resolution results in improved customer
service. These include:
Action Plan                                                    Who   Timeframe

“The PAR form still needs improving…” “Human Resources      HR       Completed
forms are VERY difficult to use…”                           Mgr
  7-7-2010 – Given this feedback, we modified the PAR form;
it is now a fillable PDF document. The new version was sent
to users for testing and we are now incorporating their
suggestions. New and improved PAR form released on 7-15-
2010.
                                                               HR    Completed
 “The [Human Resources] forms are difficult to locate.”
7-7-2010 – Since the survey, HR staff has reviewed all HR      Mgr
forms, removed obsolete forms and consolidated all current
forms onto the ‘Q’ drive. They are posted on the Intranet in
an Human Resources folder under the “Forms, Documents &
Templates” link.

                                                                                 8
Budget Activity: Program 100 – ASD Information Services
Purpose: Respond to all requests for assistance in a timely and courteous manner
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively

 Analysis: Exceeded Goal in all Categories                                                                                                                           Information Services
                                                                                                                                                          Average overall customer satisfaction
                              April 2010 Segmented Survey Results                                                                                  (Program 100 Team Performance Survey)
                5.00          Actual (customers with interaction)                                                                                   Actual (customers with interaction)
                                                                                                                                         5.00       Actual (all customers)
                              Actual (all customers)
                              Target                                                                                                                Target
                4.50                                                                                                                     4.50

                                                                                                                                         4.00
                4.00




                                                                                                                         Survey Scores
                                                                                                                                         3.50
Survey Scores




                3.50
                                                                                                                                         3.00
                3.00                                                                                                                     2.50

                2.50                                                                                                                     2.00

                                                                                                                                         1.50
                2.00
                                                                                                                                         1.00
                1.50
                       4.51              4.60            4.68           4.47          4.47            4.55                               0.50                                                                     4.54          4.41          4.55
                                                                                                                                                                                                    4.62
                               4.51             4.60            4.68           4.47          4.47            4.55                                  4.40       4.42     4.50        4.27      4.45          4.61          4.53          4.41          4.55
                1.00                                                                                                                     0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                                Apr-06     Oct-06    Apr-07   Oct-07      Apr-08    Oct-08        Apr-09        Oct-09        Apr-10


Action Plan                                                                                                           Who                                                                   Timeframe
IS reviews 100% of the comments from customers taking                                                                 Information Services Unit                                             FY ’10 Q1
the survey. IS is meeting and exceeding the goal of 4.0 in
every area of customer service by continued emphasis on
understanding the customer’s needs.


                                                                                                                                                                                                                                                            9
Additional Analysis: Continue to address specific, actionable survey response comments from the October survey where
resolution results in improved customer service. These include:

Action Plan                                                                                       Who      Timeframe

More of the existing staff in IS should help provide back-up assistance when there's a lot        IS Mgr   Ongoing
of customer service requests in rather than us having to wait so long. It seems Dale and
Kevin are swamped. Just a thought.
 The IS unit recognizes the slower response time to process and resolve Help Desk requests
 that is now taking place, due to fewer IS Operations staff. IS Applications staff are being
 trained on how to assist on the Help Desk to help take customer requests. The additional
 staff will help to log the incoming requests, but there are still only two IS Operations staff
 available to address requests for desktop computer and network related items.

More current technology - i.e. Windows 7, SharePoint 2010, MS Communicator                        All IS   Ongoing
                                                                                                  Mgmt
IS is currently researching how best to incorporate newer technologies such as Windows 7,
SharePoint 2010, MS Communicator, and virtual computing. Implementing any of these takes
close coordination with DIS and will need to be addressed as a major IT project. These will
also take careful planning to minimize impacts to Commerce staff ability to use the network.




                                                                                                                       10
   Budget Activity: Program 100 – ASD Office Services (Purchasing Unit)
   Purpose: Respond to all requests for assistance in a timely and courteous manner
   Agency Goal: Provide Bold Leadership and Exceptional Service
   Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
 Analysis: Exceeded Goal in all Categories                                                                                                                                 Purchasing
                                                                                                                                                     Average Overall Customer Satisfaction
                              April 2010 Segmented Survey Results                                                                                  (Program 100 Team Performance Survey)
                              Actual (customers with interaction)
                5.00          Actual (all customers)                                                                                              Actual (customers with interaction)
                              Target                                                                                                    5.00
                                                                                                                                                  Actual (all customers)
                4.50                                                                                                                    4.50      Target

                                                                                                                                        4.00
                4.00




                                                                                                                        Survey Scores
                                                                                                                                        3.50
Survey Scores




                3.50
                                                                                                                                        3.00
                3.00                                                                                                                    2.50

                2.50                                                                                                                    2.00

                                                                                                                                        1.50
                2.00
                                                                                                                                        1.00
                1.50
                       4.75             4.57             4.74           4.79          4.74            4.71                              0.50                                                                               4.54
                                                                                                                                                                                               4.79          4.65                        4.71
                               4.68            4.46             4.66           4.71          4.66            4.63                                 4.42        4.50        4.61          4.59          4.69          4.53          4.48          4.63
                1.00                                                                                                                    0.00
                         Accurate      Professional     Courteous and   Understands    Prom pt      Overall Average
                       Inform ation   Com m unication      Helpful         Needs                                                               Oct-06    Apr-07      Oct-07       Apr-08       Oct-08        Apr-09        Oct-09        Apr-10


  Action Plan                                                                                                         Who                                                                      Timeframe
  Purchasing continues to review 100% of the customer                                                                 Purchasing Unit                                                          FY ’11 Q1
  comments and is exceeding the goal of 4.0 in every area
  of customer service by continued emphasis on
  understanding the customer’s needs.


                                                                                                                                                                                                                                                       11
Budget Activity: Program 100 – ASD Budget Office
Purpose: Budget Process Improvements
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
 Analysis:
                                                              Identify, plan, and implement process improvements in fiscal
                                                                  areas that save 1000 FTE-hours (meets expectations) to
  Budget staff intend to find process improvements that                        2080 hours (exceeds expectations).
  will save 1000 FTE hours:
                                                                   1
  • The following areas have been identified for                   2
                                                                                                Target

  potential time savings:                                          6 1200
  1. Streamline indirect charge calculations (budget                 1000




                                                                                  Hours Saved
      office) ;                                                       800
  2. Coding database (budget office w/ IS assistance);                600
  3. Federal funding reporting (budget and accounting);               400
  4. Complete move from ADDS to AD-HOC for fiscal                     5
                                                                      200
                                                                                                                      59
      reports (budget, accounting and IS)                               0
                                                                                                   Q1     Q2     Q3   Q4      Q5      Q6     Q7      Q8


Action Plan                                                                   Who                                     Timeframe

Indirect reporting improvement: automate calculation of divisional indirect   Yacob Araia                             FY ’11 Q2 (Est.annual time savings to-
charges                                                                                                               date=21 hours)
Coding DB                                                                     Yacob Araia, Roger Horn, Don Petrich,   IS currently preparing time estimate     FY10
                                                                              Anh Curran, IS, Accounting
Reduce time needed to produce on-demand information on all federal            Don Petrich, Yacob Araia, Anh Curran,   9/30/2010
programs                                                                      Accounting
                                                                              Anh Curran, Yacob Araia, Don Petrich,    6/30/2010 (Agency received an extension;
Complete transfer from ADDS to AD HOC                                                                                  new date 6/30/11
                                                                              Accounting

Revised fund summary report                                                   Don Petrich                              FY ’11 Q2

                                                                                                                                                                      12
Budget Activity: Program 100 – ASD Office Services
Purpose: Increase the visibility of the Commute Trip Reduction (CTR) plan
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis:                                                                                        Commute Trip Reduction Subsidy

                                                                                           10k
This chart reflects real time data because of the policy                                         9k
                                                                                                      9k
change. Employees have 15 days from the close of the




                                                                  % Percent of employees
                                                                                                           8k
quarter to submit their CTR Incentive forms which allows us                                                     7k

to show the percentage of employees that participated for
the quarter and the amount of money paid to participants.
                                                                                                                                     The numbers
                                                                                                                                     above the
                                                                                                                                     bars indicate
                                                                                                                                     the dollar
                                                                                                                                     amount of
*Participation is measured by percentage of Commerce                                                                                 subsidies
employees that completed a CTR calendar and received a                                                                               paid in the
                                                                                                                                     quarter.
subsidy award. There are currently 174 employees registered in
the CTR program.




Action Plan                                                      Who                                                 Timeframe


Revising CTR policy and submitting it to Management Team
                                                                 Carolyn Hojem                                       June 31, 2010
for approval.

We will monitor the CTR program to determine if our office
                                                                 Carolyn Hojem                                       September 31, 2010
move affects CTR participation.
                                                                                                                                                     13
Budget Activity: Program 100 - ASD – Accounting – Travel Team
Purpose: Perform analysis on the percentage of travel vouchers processed within three days of receipt
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen government’s ability to achieve results efficiently and effectively
Analysis:
                                                                          Percent of Travel Vouchers Processed in 3 Work Days
• TEMS target – Accounting processes payment at 100%                              (5 days was target up until July 2010)
  within three (3) working days of travel request.
• July to Sept 2010 – 217 vouchers; 3 released to AFRS over
  3 days




*All required documentation received by the travel office.



Action Plan                                                                               Who                  Timeframe
• Continue TEMS training for travelers and Approvers as needed.                           Accounting Manager   On-going
• Identify and resolve issues that adversely affect meeting the target.                   and Travel Team




How target was set:
                                                                                                                                14
Data Sources:
Budget Activity: Program 100 – ASD – Central Contracting
Purpose: Support minority and women owned businesses
Agency Goal: Make Washington the best state in the country to start and grow a small business?
Priority of Government: Improve the economic vitality of business and individuals
Analysis:
• The purpose of the Minority Women’s Business Enterprise (MWBE)
  Program is to increase Commerce’s expenditures with for-profit        Percent of Dollars to Contractors that are OMWBE Certified
  Washington businesses that are both small and disadvantaged
                                                                        20%           MBE Actual
• The Minority Women’s Business Enterprise Program accomplishes                       WBE Actual
                                                                        18%
  the following:                                                                      MBE Target                  16.46%
                                                                        16%
                                                                                      WBE Target
         o Promotes diversity                                           14%

         o Helps small business                                         12%
                                                                        10%
         o Complies with Washington State MWBE goals
                                                                         8%
         o Complies with requirements from federal funding sources       6%
                                                                                                          4.71%

• Commerce has committed to goal of 15% Minority Business                         3.76%       3.93%
                                                                         4%
  Enterprise (MBE) and 15% Women’s Business Enterprise (WBE)             2%               1.29%
                                                                                                                       2.17%
                                                                              0.54%
  usage for FY 11                                                                                     0.32%
                                                                         0%
• The reason the WBE target/goal is significantly lower than that of           2007        2008        2009        2010                 Q1   Q2        Q3   Q4
                                                                                                                                                  FY 11
  Minority Business Enterprise (MBE) for 2010 is because the number
  of available MBE contractors available to handle the weatherization
  work
Actionwas much greater.                              Who                              Timeframe                                Status
• Attend OMWBE training                              John Toohey                      9-28-10                                  Completed

• Attend OFM/OMWBE class on MWBE reporting           John Toohey                      10/13/10                                 Completed

How target was set: Analyzing current biennia data                                                                Action Plan continued on next page             16
Data Sources: CASO
 Action Plan Continued
Action                                              Who                 Timeframe   Status

• Final MWBE utilization numbers due from           OFM/OMWBE           10/21/10    Completed
  OFM/OMWBE
• Network with vendors at GA Tradeshow in           John Toohey         10/28/10
  Tacoma

• Incorporate MWBE goals into work plan of          PBCC                11/1/10
  Performance Based Contract Committee
  (PBCC)
• Ensure that Accounting Services staff who         Cindy Trambitas &   12/1/10
  enter expenditure data into the AFRS database     John Toohey
  also “deduct” certain expenditures that should
  not be counted in the “base” of the OMWBE
  utilization calculation.
• Meet with each Commerce employee who has          John Toohey         12/1/10
  the discretion of selecting contractors/vendors
  to ensure they are aware of opportunities to
  contract with MWBEs.




                                                                                                17
Budget Activity: Program 100 – ASD Office Services (Telecommunications Unit)
Purpose: Provide accurate and dependable telecommunications assistance to agency employees
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis:
                                                              Days to complete telecommunication assistance requests

• We continue to respond to requests for service well
                                                                      1
  under the target rate of 7 days.                                    2
                                                                                                        Target

                                                                      6 8
                                                                         7




                                                               Number of Days
                                                                         6
                                                                       575
                                                               3.8
                                                                   3.8 4 7
                                                                           1
                                                                      3.83
                                                                         2
                                                                         1
                                                                         0
                                                                                Q5   Q6       Q7   Q8   Q1       Q2      Q3   Q4          Q5




                                                                                          FY 09                  FY 10               FY 11



Action Plan                                                  Who                                          Timeframe                FY10

We will continue to monitor our response time to                                                          FY ’10 Q5
telecommunication requests and ensure a timely response      Carolyn Hojem
to all service requests.


                                                                                                                                               18
Budget Activity: Program 100 – ASD Human Resources
Purpose: To measure Grievances and Appeals
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively

Analysis: No grievances were filed in FY’11 Q1. 2 grievances*
and no appeals** were filed in FY’ 10 Q2. However, through                                                        Grievances & Appeals
extensive work with the affected supervisors and managers,
                                                                                                        2.5
both grievances, plus the grievance filed in Q1, were resolved




                                                                           Number of Grievances Filed
internally.
                                                                                                         2
*Grievances are divided into two categories:
                                                                                                                                                                       FY'06
•Disciplinary grievances are complaints made by                                                         1.5
                                                                                                                                                                       FY'07
represented employees about “formal” disciplinary action,
which includes only dismissal, suspension, demotion or salary                                                                                                          FY'08
                                                                                                         1
reduction.                                                                                                                                                             FY'09
•Non-Disciplinary grievances are complaints made by                                                     0.5                                                            FY'10
represented employees alleging contract violations about                                                                                                               FY'11
anything except “formal” disciplinary action, including letters of
                                                                                                         0
reprimand.
                                                                                                              Disciplinary   Non-Disciplinary   Disciplinary Appeals
**Appeals are complaints made by non-represented                                                              Grievances       Grievances
employees alleging rule violations, made to the Personnel
Resources Board

Action Plan                                                          Who                                                              Timeframe

HR continues to work with supervisors to resolve
employee complaints prior to grievances and appeals
being filed. However, as supervisors continue to hold
                                                                     Human Resources                                                  On-going
employees accountable for poor performance (and PIPs
increase in number) and as we begin layoffs, we may see
an increase in grievances and appeals.
                                                                                                                                                                          22
Budget Activity: Program 100 – ASD Human Resources
Purpose: To measure turnover
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively

Analysis: We saw an increase in turnover for FY‘11 Q1.
Of the 14 employees that left Commerce, 9 employees                              Cumulative (Percentage) Agency Turnover
took advantage of the voluntary retirement incentive
program, 2 employees moved out of state, 2 employees
were promoted to other agencies, and 1 voluntarily                    12%                  FY08       FY09       FY10            FY11   Target
resigned. Because of the success of the voluntary                                                                                         5          9

retirement incentive program, Commerce was able to                    10%                                               10

avoid layoffs due to budget cuts.                                      8%                                                         15

                                                                                                  9                                              3

[This graph shows the cumulative percent of permanent                  6%                  14          5
                                                                                                                             2

employees that left the Department of Commerce during
FY’08, FY’09, FY’10 and FY’11 [as denoted on the Y axis].
                                                                       4%   10   11                          5

The number above each bar is the number of employees who
left that quarter. 34 employees left in FY’08; 21 left in FY’ 09;
                                                                       2%              6


35 left in FY’10; and 15 left so far in FY’11. The data does not       0%
include involuntary separations (including review period
separations); however, it shows all other separations.
Beginning in FY’09, it includes transfers within state service.]
                                                                                  Q1                    Q2                   Q3                  Q4

Action Plan                                                         Who                                                 Timeframe
Continue to identify opportunities to reduce turnover to            Human Resources and                                 Ongoing
meet the goal of retaining 95% of our employees as we               Management Team
strive to make the Department of Commerce an
employer of choice.
                                                                                                                                                         23
Action Plan (continued)                                                              Who              Timeframe
Strategy 5.1.5 - Implement a policy that encourages retirement eligible employees    Caroline Lacey   Completed
to consider continuing to work at the Department of Commerce past their
retirement date and encourage them to consider the state’s retire/rehire plan by
April 30, 2009.
Initiate the “High Five Plan” to publicize the fact that PERS 2 and 3 benefits are
calculated on the average final compensation which is defined as an employee’s
60 months of highest compensation NOT as his/her final 60 months of
compensation.
Strategy 5.1.2 - Implement Performance Management Incentive Plan (PMIP) in           Joe Olson        Completed
09-10 evaluation cycle.

Strategy 5.1.3 – Commerce currently anticipates relocating prior to October 1,       Carolyn Hojem    Completed
2010.



Strategy 5.1.1 – Continue to offer 90% of our employees flexible work programs;      Caroline Lacey   Completed
i.e., flexible work hours, telecommuting, compressed workweek by 2010.

77% of Department of Commerce staff are currently on flexible work schedules,
including 122 employees who telecommute to some extent.




                                                                                                                  24
Budget Activity: Program 100 – ASD Human Resources
Purpose: To measure the number of retire/rehires
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively

Analysis: This is a new measurement
related to Strategic Goal 5.1.5 and shows
the number of retire/rehires within                               Number of Retire/Rehires
Commerce staff. Commerce rehired one            5
retiree in FY’10 Qtr 3. There have been no      4
retire/rehires since.
                                                3
                                                2                             1
                                                1         0         0                   0          0
                                                0
                                                     FY10 Q1 FY10 Q2 FY10 Q3 FY10 Q4 FY11 Q1




Action Plan                                                   Who                                  Timeframe
The voluntary retirement program (and its 5 year ban on       Human Resources and                  Ongoing
re-employment with the state) may affect this effort.         Management Team



                                                                                                                    27
Budget Activity: ASD Information Services
Purpose: Increase performance accountability by understanding business needs
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis:
 Loan Tracking & Repayment was completed for Energy and CERB
      contracts in Q3. Data
                                                                                                   % of Application Projects On-Schedule
 mapping and migration processes for Housing were developed and
 completed by June 30, 2010. Housing needed to clean up payment
                                                                      100%
 records before the final migration could take place. That is          90%
 scheduled for July 20th. PWB data migration has begun in July and
                                                                       80%
 will be completed as scheduled in October 2010.
                                                                       70%
 Development of the Weatherization project was approved by the IT      60%
 Steering Committee in May, so development on this new project
 began in May 2010, Q4, and is on schedule.                            50%                                                                       Projects On-time
                                                                       40%                                                                       Goal
 With the completion of data migration development for Housing and
 the addition of one new project in Q4, we remain at 77% of our        30%
                                                                                                                                                 Linear (Projects On-time)
 Intended goal to stay on schedule to deliver projects on time, on     20%
 budget, and that meet the customer needs.
                                                                       10%
 The LIHEAP system transition to Commerce project has been              0%
 delayed approximately 7 months, to Jan. 2011, due to problems the
  BIS vendor encountered with implementing two major system                  FY'08 FY'08 FY'08 FY'09 FY'09 FY'09 FY'09 FY'10 FY'10 FY'10 FY'10
 enhancements and accommodating the required system changes                   Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
 for the North Columbia local action agency leaving LIHEAP.
 Go to Project Status list

Action Plan                                                          Who                                                       Timeframe
Continue project oversight and implementation of
development standards
                                                                     IS Applications Team                                      FY ’11 Q8


                                                                                                                                                                             28
Budget Activity: ASD Information Services
Purpose: Migrate network infrastructure to VMware and DIS
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis:
 • Migration of Commerce servers to the DIS server hosting
     environment was a DIS stipulation for approving the                                Percent Complete of Server Migration
     Commerce Date Warehouse (DW) Project Investment Plan
     in September 2007. The new hardware for supporting the
     DW were housed at DIS in FY08 Q2, as scheduled.
 •    24 servers for implementing VMware and a SharePoint
     hosting environment were approved by OFM and purchased
     in FY09 Q1 for $ 210, 000..
 • A public facing (external) SharePoint hosting environment




                                                                     Percent Complete
     had to be completed on schedule to support the new
     Choose Washington.com web application and the DW by
     August 2009.
 • The required support (cabling) between Commerce & DIS
     was scheduled to be installed in the DIS server hosting
     facility by FY09 Q2. This milestone was completed on time.
 • All physical servers need to be installed at DIS by FY09 Q4
     to support the Commerce building moves by FY 09 Q4. This
     milestone in on schedule
 • All Commerce databases and systems are scheduled to be
     migrated to the new serves and VMware by FY10. This
     milestone is a month behind due to DIS problems providing
     the requested SAN storage space for the new server
     infrastructure. Storage was acquired and mitigation steps
     are being developed with DIS to meet the July 2011
     deadline for completion.
Action Plan                                                       Who                                          Timeframe
Install all Commerce Servers in DIS hosting facility              IS Network Team                              FY 09 Q4
Continue working with DIS to migrate all Commerce databases
                                                                  IS unit                                      FY 10 Q4        30
and systems to new servers/VMware on revised schedule.
Budget Activity: Program 100 – ASD Information Services (Operations)
Purpose: Respond to all requests for assistance in a timely and courteous manner
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
 FY ’10 Quarter 4 Survey Goal Results
 *Completed Surveys                                          Information Services (Operations) – Survey results and
                                                             overall number of customer service requests received




                                                                  Survey Scores




                                                                                                      667
Action Plan                                                     Who                         Timeframe
Continue to meet and exceed our target in every area of
                                                                Information Services Unit   Ongoing
customer service.

IS Operations Team continues to review 100% of the comments
                                                                Help Desk Team              Ongoing
by its customers, and take appropriate actions when required.




                                                                                                                      31
Budget Activity: Program 100 – Director’s Office
Purpose: Ensure compliance with state and federal rules and regulations.
Agency Goal: Provide Bold Leadership and Exceptional Service
Priority of Government: Strengthen the ability of state government to achieve results efficiently and effectively
Analysis:
• From 2001 – 2009 Commerce averaged 2.7 audit findings                                                          Number of Audit Findings
  per year.
                                                                                         8                                                                            Commerce Audit Findings
                                                                                                                     7                                                Comparison 1
               State          Federal                                                    7                                                                            Comparison 2
                                                                                                                                             6
 2001           0               1                                                        6                                                                            Target 0




                                                                        Audit Findings
 2002           1               1                                                                                                                    5
                                                                                         5
 2003           5               2                                                                                                4
 2004           2               2                                                        4
                                                                                                 3                                                                             3
 2005           1               5                                                        3
                                                                                                         2                               2                                         2 2       2 2
 2006           0               0                                                        2
 2007           0               0                                                            1                   1                               1           1                           1
                                                                                         1
 2008           1               2                                                                    0       0           0   0       0                   0       0   0 0   0
                                                                                         0
 2009           0               1
                                                                                             2001        2002        2003        2004        2005        2006        2007      2008      2009



Action Plan                                                          Who                                                                             Timeframe
Continue to work with agency personnel and State Auditor’s           John Thomas                                                                     On-going
Office to mitigate the impact of audit exceptions to prevent audit
findings.




                                                                                                                                                                                                   32

				
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