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ANNUAL PERFORMANCE PROGRESS REPORT PART

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									                                                                                                                                    Budget Form # 107BF04e


ANNUAL PERFORMANCE PROGRESS REPORT - EXECUTIVE SUMMARY
TIME PERIOD: FISCAL YEAR 2003 – 2004
VETERANS’ AFFAIRS, DEPARTMENT OF
CONTACT: Norm Hesseldahl, Public Information Manager 503-373-2386
ALTERNATE: Paula Brown, Deputy Director 503-373-2387


                                                 Performance Target Achievement                                                                     #
Total Number of Key Performance Measures (KPMs)                                                                                                    10
# of KPMs at target for most current reporting period                                                                                              05
# of KPMs not at target for most current reporting period                                                                                          05

AGENCY MISSION
We, the employees of the Oregon Department of Veterans’ Affairs, are advocates for veterans, their dependents and survivors. We are
dedicated to providing quality programs and services to meet their current and future needs.

DEGREE AND TYPE OF AGENCY INFLUENCE ON AGENCY’S CHOSEN BENCHMARKS AND HIGH-LEVEL OUTCOMES
The agency has only partial influence over the accomplishment of many of its Key Performance Measures. Some of the primary outside factors affecting
accomplishment include state and national economies, interest rate levels, state unemployment rates, the duration of long-term unemployment, federal
bonding regulations, and the established benefits and per diem payments from the federal Veterans Administration. Factors that can be controlled to some
degree by the Department include staffing levels, work priorities, employee expertise, and cost containment.


THE YEAR’S SUCCESSES, AND BARRIERS TO ACHIEVING PERFORMANCE MEASURE TARGETS
Five of the Department’s KPMs were met or exceeded this year. Despite adverse economic conditions in many areas of the state, the rate of delinquent
ODVA home loans was less than 50% of the rate for private sector lenders in the state (KPM #1). The percentage of home loans that were delinquent for 90
days or more (non-performing assets) was only 30% of the private sector rate (KPM #2). The average disability compensation received by an Oregon
veteran exceeded the national average by nearly 15% (KPM #5). Cash balance in the Oregon Veterans’ Home Trust Fund exceeded the target by nearly 30%
(KPM #8). And distribution of the Department’s bi-monthly newsletter, Vets News, exceeded the target by more than 3.5%.
External factors affected the Department’s ability to achieve five other KPMs. With the interest rate for home mortgages at a 40-year low, many veterans
refinanced their mortgages, increasing the Department’s cash reserves and making it impossible to refund any pre-Ullman bonds (KPM #3). Private lenders
Veterans’ Affairs, Department of                                                                                                   Page 1
                                                                                                                                        Budget Form # 107BF04e


were able to offer mortgages at interest rates comparable to the Department, significantly decreasing the number of ODVA loans originated by outside
lenders (KPM #4). The Department acts as an advocate for many veterans attempting to obtain federal benefits, and for those appealing decisions by the
federal VA. Although our success record is still excellent, accomplishment fell slightly below the target this year for the percentage of successful appeals as
measured against the national average. This is due in part to continuing actions by several state VA departments to increase their veteran outreach and
advocacy programs, and in part to an increase in the percentage of older, complex appeals that are more difficult to prepare and that have a lower success
ratio (KPM #6). The escalating cost of medical care, which has been outpacing increases to federal benefits and pensions, caused the daily cost of care at
the Oregon Veterans’ Home to exceed, for the first time, the average income received by residents from federal VA pensions and Social Security (KPM #7).
A temporary shortage in staffing suspended development work on the Department’s website. Those positions have been filled and work is beginning again
on the website. It is expected that migration to Oregon.gov will be completed by mid-October and the Department will then begin updating and adding to
website content. Based on the new content and ease of access through Oregon.gov, viewer usage is expected to exceed the target for 2005 (KPM #10).
FUTURE CHALLENGES
VETERANS HOME LOANS - Since 1945, the Oregon Department of Veterans' Affairs has made more than 333,000 home and farm loans to
Oregon veterans, totaling more than $7.4 billion. The Veterans’ Home Loan program has helped those Oregon veterans improve their quality of life,
and at the same time, has had a positive impact on the economic growth and well being of the State through stimulation of its most basic industries.

Veterans must apply for a loan within 30 years from the date of their discharge or lose eligibility. Veterans who entered active military service prior
to 1977 can receive loans funded through the use of Qualified Veterans Mortgage Bonds (QVMB) for 30 years following their discharge. However,
many pre-1977 veterans have either already obtained an ODVA home loan or have exceeded the 30-year post-discharge limit for loan eligibility. This
has resulted in a reduced pool of eligible veterans. While the Department is able to loan funds to certain post-1976 veterans from the proceeds
obtained by refunding general obligation bonds issued prior to 1981 (pre-Ullman bonds), this funding source is limited and represents a declining
pool of money from which these loans can be made. At present the Department is unable to use QVMB monies to lend to post-1976 veterans.
Changes in the IRS tax code are needed to resolve this situation. Efforts have been made for more than a decade to accomplish the needed change.
Without resolution of this situation, the Department’s veterans’ home loan program will effectively end within the next few years.

OREGON VETERANS’ HOME – Built in 1997, the Home has never had a General Fund base to support general operations or facility maintenance
and repair. Located in The Dalles on a bluff overlooking the Columbia River Gorge, the Home is subjected to environmental extremes that
necessitate regular upkeep.

MIDDLE EAST VETERANS – More than 1,000 members of the Oregon National Guard have been sent to the Middle East for a tour of duty. When
they return to their civilian lives, these men and women are eligible for state and federal veteran benefits. With no end to the Middle East conflict in
sight, the Department anticipates significant annual increases in the number of new veterans seeking counseling and assistance with their benefit
claims. Veteran counseling is conducted on a one-to-one basis and is time intensive. Additional trained counselors may be required to meet the
demand. This poses a potential demand on the General Fund.


Veterans’ Affairs, Department of                                                                                                       Page 2
                                                                                                                                                         Budget Form # 107BF04e


ANNUAL PERFORMANCE PROGRESS REPORT - PART I, MANAGING FOR RESULTS
TIME PERIOD: FISCAL YEAR 2003 – 2004
Agency: Veterans’ Affairs, Department of                                     Date Submitted: September 29, 2004                                       Version No.: 1
Contact: Norm Hesseldahl                                                     Phone: 503-373-2386
Alternate: Paula Brown                                                       Phone: 503-373-2387


Agency Name: Veterans’ Affairs, Department of                                                   Agency No.: 27400
The following questions shed light on how well performance measures and performance data are leveraged within your agency for process improvement and results-
based management.

1   How were staff and                Senior staff laid the groundwork for what would become the Department’s current Performance Measures during a strategic
    stakeholders involved in the      planning session in October 2001 by identifying agency goals and priorities. Ongoing contact with external partners (county
    development of the agency’s       veterans’ service officers, veterans’ organizations, and public and private business partners) produced feedback useful in various
    performance measures?             areas, including the development of performance measures. The Governor’s Advisory Committee, charged with representing all
                                      veterans of the State, was regularly consulted during measure development. Further review and refinement by executive and
                                      management staff was completed during the preparation of the 2003-05 Agency Request budget. No changes were identified for
                                      the 2005-2007 Agency Request Budget.
2   How are performance measures      Performance measures indicate how well the Department is meeting the challenges it faces. Intermediate data is continually
    used for management of the        monitored and compared against upcoming targets to ensure all necessary actions are being completed and that agency resources
    agency?                           are appropriately aligned. An interim shortfall on a Performance Measure may trigger a program review, with subsequent
                                      realignment of resources and activities. Performance measure results are also utilized as an integral part of the Department’s
                                      strategic planning.
3   What training has staff had in    Senior executive level and selected fiscal management staff received specialized performance measurement training. Specialized
    the use of performance            training in agency program areas provided to agency staff focuses on performance in support of agency mission and benchmarks.
    measurement?

4   How does the agency               The agency communicates its performance results internally and externally. Performance results are used internally as an
    communicate performance           essential part of the agency’s monitoring and planning processes. The public is informed of the agency’s successes as well as the
    results and for what purpose?     continuing challenges, in an effort to both inform and increase accountability. Results are provided to the Governor’s Advisory
                                      Committee by the Director, for review and input. The agency’s performance documents may be viewed at www.oregon.gov.
                                      Results are also provided to DAS and the Oregon Progress Board as required.
5   What important performance        The Department’s home loan portfolio has substantially decreased as a result of borrowers refinancing their mortgages. The
    management changes have           number of new loan applicants has dropped due to restrictive federal loan eligibility requirements and highly competitive interest
    occurred in the past year?        rates. This set the stage for a 16% reduction in staffing late in 2004. Returning veterans from the Middle East are beginning to
                                      place increased demands on the Department’s benefits and counseling staff.




Veterans’ Affairs, Department of                                                                                                                        Page 3
                                                                                                                                                            Budget Form # 107BF04e


  ANNUAL PERFORMANCE REPORT- PART II, KEY MEASURE ANALYSIS
  TIME PERIOD: FISCAL YEAR 2003 – 2004

Agency Name: Veterans’ Affairs, Department of                                         Agency No.: 27400
     Key Performance Measure (KPM)                           1999        2000          2001        2002            2003        2004           2005           2006        2007
# - 274-01 ODVA delinquent account                 Target    N/A         N/A           N/A         N/A            <57.93%    <67.92%     <74.42%            <75.00%     <75.00%
rate as a percentage of that for the
private sector in Oregon                             Data   56.74%     90.58%        67.82%      56.58%           49.31%      41.91%
Data Source: National Delinquency Survey and Agency data


Key Performance Measure Analysis
To what goal(s) is this performance measure linked? Agency Goal #1: Maintaining the
fiscal integrity of the Veterans’ Home Loan Program. Contributes to OBM # 36 – State                                      DELINQUENT ACCOUNTS RATIO
general obligation bond rating (Standard and Poor’s).
                                                                                                    100.00%


What do benchmark (or other high-level outcome) data say about Oregon relative to the                    90.00%


goal(s)? What is the impact of your agency? Benchmark # 36 data reflect the State’s                      80.00%

general obligation bond rating by Standard and Poor’s index, which affects the interest                  70.00%

rate it must pay to borrow money by selling bonds. The ODVA Home Loan Program is                         60.00%

responsible for approximately 20% of Oregon’s general obligation bond debt.                              50.00%

                                                                                                         40.00%

How does the performance measure demonstrate agency progress toward the goal? A low                      30.00%
delinquency rate supports a strong Oregon Standard and Poor’s rating, making State                       20.00%
general obligation bonds a more attractive investment and therefore more salable.
                                                                                                         10.00%

                                                                                                         0.00%
Compare actual performance to target and explain any variance. The delinquency rate of                            1997      1999       2001          2003        2005       2007
                                                                                                                                                                           Target
ODVA home loans is historically lower than the private sector. It is expected to increase
due to the recent payoff of many loans during this period of low interest rates, however the
target was met for 2004.

Summarize how actual performance compares to any relevant public or private industry
standards. The delinquency rate for ODVA home loans is approximately half that of private
investors in Oregon.


What is an example of a department activity related to the measure? The Department closely monitors mortgage payments and intervenes with borrowers who are more than 30
days late with their monthly payments. Most delinquent borrowers are able to avoid foreclosure action by working cooperatively with the Department.

What needs to be done as a result of this analysis? Continue the monitoring and intervention programs.
Veterans’ Affairs, Department of                                                                                                                            Page 4
                                                                                                                                                           Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                       Agency No.: 27400
     Key Performance Measure (KPM)                        1999          2000         2001          2002            2003        2004         2005           2006           2007
# - 274-02 ODVA outstanding loans that
                                                          N/A           N/A          N/A           N/A            <27.03%    <34.55%      <50.00%       <60.24%          <71.43%
are non-performing assets as a               Target
percentage of that for the private sector
in Oregon.                                     Data     44.93%        56.00%        37.84%        26.92%          38.57%      30.30%
Data Source: Same as KPM 274-01.

                                                                                                                          NON-PERFORMING ASSETS RATIO
Key Performance Measure Analysis
To what goal(s) is this performance measure linked? Agency Goal #1: Maintaining the                  100.00%
fiscal integrity of the Veterans’ Home Loan Program. Contributes to OBM # 36 – State                  90.00%
general obligation bond rating (Standard and Poor’s).
                                                                                                      80.00%
                                                                                                      70.00%
What do benchmark (or other high-level outcome) data say about Oregon relative to the
                                                                                                      60.00%
goal(s)? What is the impact of your agency? Gives the percentage of veterans’ loans that
are more than 90 days delinquent. These data directly affect the State’s bond ratings.                50.00%
                                                                                                      40.00%

How does the performance measure demonstrate agency progress toward the goal?                         30.00%
A low rate supports a strong Oregon Standard and Poor’s rating, making State general                  20.00%
obligation bonds a more attractive investment and therefore more salable.                             10.00%
                                                                                                          0.00%
Compare actual performance to target and explain any variance.                                                     1997      1999       2001        2003          2005        2007
The target was met for 2004.                                                                                                                                                 Target


Summarize how actual performance compares to any relevant public or private industry
standards. Historically significantly lower than the rate for private industry.

What is an example of a department activity related to the measure? Department staff is provided highly specialized foreclosure and bankruptcy training. Necessary files are
quickly established and employees initiate direct contact with borrowers to encourage them to resume payments and avoid foreclosure.

What needs to be done as a result of this analysis? Although non-performing assets are influenced by national and state economic factors, the Department will continue to
maintain a highly trained staff, and will continue to contact delinquent borrowers in an attempt to avoid extended delinquency or foreclosure.




Veterans’ Affairs, Department of                                                                                                                        Page 5
                                                                                                                                                                         Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                                         Agency No.: 27400
     Key Performance Measure (KPM)                                    1999            2000             2001       2002           2003           2004           2005       2006       2007
# - 274-03 Percentage of pre-Ullman                   Target          N/A             N/A              N/A        N/A        25.00%            35.00%         50.00%     25.00%     25.00%
bond refundings utilized.                               Data        5.56%           21.43%            33.33%     75.00%      25.00%            0.00%
Data Source: Bond transcripts received by the Department’s Bond Counsel, and internal bond reports.

Key Performance Measure Analysis                                                                                                  PRE-ULLMAN BOND REFUNDING
To what goal(s) is this performance measure linked? Agency Goal #2: Provide more
Oregon veterans with an opportunity for home ownership. Contributes to OBM # 73 –                               100.00%
Percent of households that are owner occupied.
                                                                                                                 90.00%

                                                                                                                 80.00%
What do benchmark (or other high-level outcome) data say about Oregon relative to the
goal(s)? What is the impact of your agency? Determines Oregon’s ranking in owner                                 70.00%
occupied homes, as compared to other states. Utilization of pre-Ullman bond refunding
                                                                                                                 60.00%
provides low-cost home loans to veterans who entered military service after 1976,
increasing the level of veteran owned and occupied homes in the state.                                           50.00%

                                                                                                                 40.00%
How does the performance measure demonstrate agency progress toward the goal? A higher
                                                                                                                 30.00%
percentage indicates more funds available for loans to post-1976 veterans.
                                                                                                                 20.00%
Compare actual performance to target and explain any variance. The target was not met for                        10.00%
2004. The Department was unable to re-fund any pre-Ullman bonds this year, due to
excessive cash reserves caused by a high rate of loan payoffs.                                                    0.00%
                                                                                                                          1997          1999           2001       2003      2005      2007
                                                                                                                                                                                     Target
Summarize how actual performance compares to any relevant public or private industry
standards. N/A

What is an example of a department activity related to the measure? Departmental staff issues pre-Ullman refunding bonds to meet expected loan demand, within the
constraints of federal tax law.

What needs to be done as a result of this analysis? While the Department cannot affect national home loan mortgage rates, it continues to seek the repeal of discriminatory
language within the Federal Tax Code relating to the issuance of Qualified Veterans’ Mortgage Bonds. The changes sought would allow for stability in the provision of loan
funding for post-1976 veterans.




Veterans’ Affairs, Department of                                                                                                                                         Page 6
                                                                                                                                                          Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                         Agency No.: 27400
     Key Performance Measure (KPM)                                  1999     2000      2001         2002           2003           2004       2005          2006          2007
# - 274-04 Percentage of loans                      Target          N/A      N/A       N/A          N/A         64.30%           68.10%     66.67%       66.67%        66.67%
originated outside of ODVA by
approved mortgage lenders and brokers.                Data         50.79%   56.89%    59.03%      61.75%        42.37%
Data Source: All Loans Funded report prepared by the Department.


Key Performance Measure Analysis                                                                            ODVA LOANS WITH OUTSIDE ORIGINATORS
To what goal(s) is this performance measure linked? Agency Goal #3: Improve
service delivery through additional business partners. Contributes to OBM # 73 –
Percent of households that are owner occupied.                                                   100.00%

                                                                                                  90.00%
What do benchmark (or other high-level outcome) data say about Oregon relative to                 80.00%
the goal(s)? What is the impact of your agency? Oregon is one of only five states
                                                                                                  70.00%
with a state veterans’ home loan program. By offering ODVA home loans to
veterans through private lenders and brokers, the Department is able to make the                  60.00%
program more readily available to veterans statewide.                                             50.00%

                                                                                                  40.00%
How does the performance measure demonstrate agency progress toward the goal?
A higher percentage of loans originated outside the agency indicates that more                    30.00%
veterans in all areas of the state are able to take advantage of their home loan                  20.00%
opportunity.
                                                                                                  10.00%

Compare actual performance to target and explain any variance. Accomplishment                      0.00%
dipped significantly in 2003, primarily due to state and national economic factors.                         1997          1999       2001      2003        2005        2007
Private vendors were able to broker private loans more successfully, and processed                                                                                    Target
a lower percentage of ODVA loans as a result.

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

What is an example of a department activity related to the measure? The Department continually seeks new private lenders or brokers who are willing to originate loans for
ODVA in communities throughout the state. Special emphasis is given to remote areas, or communities where there currently is no private representative.

What needs to be done as a result of this analysis? The Department needs to continue its efforts to maintain a large number of approved lenders and brokers throughout the
state. However, a significant turnaround in the percentage of loans originated by these representatives is not expected to occur until interest rates increase and ODVA loans
become more competitive.




Veterans’ Affairs, Department of                                                                                                                         Page 7
                                                                                                                                                                        Budget Form # 107BF04e



Agency Name: Veterans Affairs, Department of                                                            Agency No.: 27400
     Key Performance Measure (KPM)                                    1999             2000              2001       2002         2003          2004           2005       2006       2007
# - 274-05 Average disability                         Target          N/A              N/A               N/A       113.9%      114.1%      114.3%            114.5%     114.5%     114.5%
compensation per Oregon veteran as a
percentage of that for the nation.                      Data        113.2%           113.5%             113.7%     116.5%      114.8%
Data Source: Federal Assistance Awards Data System Statistics Report, U.S. Dept. of Veterans Affairs.


Key Performance Measure Analysis                                                                                                  DISABILITY COMPENSATION RATIO
To what goal(s) is this performance measure linked? Agency Goal #4: Improve the
financial stability of Oregon’s disabled population. Contributes to OBM # 58 – percentage                            118.00%
of seniors living independently.
                                                                                                                     116.00%

What do benchmark (or other high-level outcome) data say about Oregon relative to the                                114.00%
goal(s)? What is the impact of your agency? Disabled veterans in Oregon receive                                      112.00%
substantially larger disability benefit payments than the national average. This is a direct
result of ODVA counseling, and assistance to county and national veterans’ service                                   110.00%
organization service officers.                                                                                       108.00%

                                                                                                                     106.00%
How does the performance measure demonstrate agency progress toward the goal?
Accomplishment is an accurate measure of the effectiveness of the Department’s claim                                 104.00%
representation and counselor assistance, measured against the national average.
                                                                                                                     102.00%

Compare actual performance to target and explain any variance. Based on historical                                   100.00%
performance, the target remains realistic. Accomplishment was lower for 2003, due in                                           1997     1999          2001       2003     2005     2007
part to more aggressive pursuit of disability benefits by other states, and in part to the                                                                                        Target

resolution of many “easy” claims, resulting in a higher percentage of complex claims
which are more often denied. Still, the 2004 target was met.

Summarize how actual performance compares to any relevant public or private industry
standards. Oregon still outperforms most states.

What is an example of a department activity related to the measure? Department counselors work one-on-one with disabled veterans to help them obtain benefits at a level
commensurate with their disabilities. By maintaining a positive working relationship with their federal VA counterparts, ODVA counselors are able to serve as veteran advocates
once claims are submitted. The Department also provides periodic training for county veterans’ service officers.

What needs to be done as a result of this analysis? Assure that counseling staff and county veterans’ services officers continue to receive regular training and current information
relating to successful claim submission.




Veterans’ Affairs, Department of                                                                                                                                        Page 8
                                                                                                                                                                  Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                                        Agency No.: 27400
     Key Performance Measure (KPM)                                    1999            2000             2001      2002            2003          2004      2005      2006       2007
# - 274-06 Successful appeals of federal              Target          N/A             N/A              N/A       84%             96%           105%      115%      115%      115%
denials completed by ODVA staff as a
percentage of that for all states.                      Data         106%            111%              74%       73%             74%
Data Source: Monthly ODVA statistics reports, and annual reports published by the Board of Veterans’ Appeals.

Key Performance Measure Analysis                                                                                                VETERANS’ APPEALS APPROVAL RATIO
To what goal(s) is this performance measure linked? Agency goal #4: Improve the
financial stability of Oregon’s disabled population. Contributes to OBM # 58 –
percentage of seniors living independently.
                                                                                                                150%

What do benchmark (or other high-level outcome) data say about Oregon relative to                               125%
the goal(s)? What is the impact of your agency? During fiscal year 2003, Oregon
veterans received more than $455 million from veterans’ disability compensation and                             100%
pension benefit payments. Veterans whose benefit claims had been denied by the
federal government enjoyed a moderately high rate of success when aided by an ODVA                              75%
counselor in making an appeal.
                                                                                                                50%
How does the performance measure demonstrate agency progress toward the goal?
Performance below 100% indicates that the state has fallen below the national                                   25%
average.
                                                                                                                 0%
Compare actual performance to target and explain any variance . Current achievement                                      1997           1999      2001     2003     2005      2007
is below target, and well below the target level for 2007. With an aging veteran                                                                                             Target
population, claims tend to involve complex medical and legal issues that result in a
higher denial rate upon appeal.

Summarize how actual performance compares to any relevant public or private industry standards. Actual performance is below the national average.

What is an example of a department activity related to the measure? While the overall success rate has declined, ODVA counselors have nonetheless provided outstanding
service to thousands of veterans. During 2003, ODVA counselors conducted more than 11,500 interviews and processed more than 5,000 claims with the federal VA (including
more than 230 appeals) that resulted in awards of more than $37 million to Oregon veterans.

What needs to be done as a result of this analysis? Veterans must be recertified for their benefits each yea. Priority should continue to be assisting veterans with their
recertification. Unsuccessful appeals should be reviewed to determine if additional training or expertise might increase the chance of success. The Department also needs to
keep itself positioned to be able to increase the number of counselors, should the demand from newly-returning veterans from the Middle East warrant it.




Veterans’ Affairs, Department of                                                                                                                                  Page 9
                                                                                                                                                                                       Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                                          Agency No.: 27400
     Key Performance Measure (KPM)                                     1999            2000             2001             2002             2003           2004           2005            2006            2007
# - 274-07 Percentage of average U.S.
                                                                       N/A             N/A              N/A              N/A              <100%          <100%          <100%          <134%        <138.62%
Department of Veterans Affairs pension                Target
and Social Security income needed for
resident cost at Oregon Veterans’ Home.                Data          92.65%          92.86%           94.44%           97.26%          106.66%
Data Source: Data from the U.S. Department of Veterans Affairs and Social Security Administration. Resident cost data based on actual charges.

Key Performance Measure Analysis
                                                                                                                                    RESIDENT INCOME TO COST OF CARE RATIO
To what goal(s) is this performance measure linked? Agency Goal #5: Retain affordability
of care for residents at the Oregon Veterans’ Home – a major element in the Agency
Mission.                                                                                                                140.00%


                                                                                                                        120.00%

What do benchmark (or other high-level outcome) data say about Oregon relative to the                                   100.00%
goal(s)? What is the impact of your agency? The State of Oregon is committed to
                                                                                                                         80.00%
providing high quality, affordable medical care to veterans and their spouses in need of a
full time nursing facility. ODVA offers Oregon’s only state-owned certified nursing home                                 60.00%


for veterans and their spouses, a 151-bed facility located in The Dalles.                                                40.00%


                                                                                                                         20.00%


How does the performance measure demonstrate agency progress toward the goal? Since                                        0.00%

most residents of the Oregon Veterans’ Home are dependent upon military pensions
                                                                                                                                   1998    1999   2000    2001   2002   2003    2004    2005   2006 2007Target


and/or Social Security for their income, scores in excess of 100% represent charges to
residents in excess of their average income.

Compare actual performance to target and explain any variance . This year for the first
time, costs to residents have exceeded the average income level. This is due to the
accelerated rate of escalation in costs for medical care, equipment, and medicine.

Summarize how actual performance compares to any relevant public or private industry standards. Despite necessary increases in daily residency costs, the cost of care at the
Oregon Veterans’ Home remains below market.

What is an example of a department activity related to the measure? To reduce overhead costs and hold down charges to residents, ODVA helped establish a not-for-profit
organization that provides executive oversight to the management of the Oregon Veterans’ Home at no cost. With an all-volunteer board, Veterans’ Care Center of Oregon
(VCCO) is responsible for the overall management of the Home, and retains a full time manager to oversee day-to-day operations. This relieves the Home of many of the
overhead charges for executive and administrative staff, reducing the cost that must be passed on to the residents.

 What needs to be done as a result of this analysis? Continue to operate the Oregon Veterans’ Home as a not-for-profit facility, increase daily census to capacity to take
advantage of the economies of scale, and increase solicitations for donations and grants to the Oregon Veterans’ Home Trust Fund, which helps support operations at the
Home. Request funding for maintenance and repairs from the State General Fund.


Veterans’ Affairs, Department of                                                                                                                                                       Page 10
                                                                                                                                                                  Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                          Agency No.: 27400
     Key Performance Measure (KPM)                                1999       2000       2001           2002               2003         2004          2005          2006              2007
# - 274-08 Veterans’ Home Trust Fund                 Target       N/A        N/A        N/A            N/A          $450,000         $400,000      $350,000      $100,000       $53,000
balance.                                                 Data   $138,913   $177,273   $263,670       $389,713       $526,178
Data Source: ODVA audited annual financial statements.

  Key Performance Measure Analysis
                                                                                                                                 VETERANS’ TRUST FUND BALANCE
  To what goal(s) is this performance measure linked? Agency Goal #5: Retain affordability of
  care for residents at the Oregon Veterans’ Home – a major element in the Agency Mission.                    $600,000
                                                                                                              $550,000
  What do benchmark (or other high-level outcome) data say about Oregon relative to the                       $500,000
  goal(s)? What is the impact of your agency? The State of Oregon is committed to providing                   $450,000
  high quality, affordable medical care to veterans and their spouses in need of a full time                  $400,000

  nursing facility. ODVA established the trust fund as a repository for donations from                        $350,000

  individuals and veterans’ organizations, and for money raised by grants and other fund-                     $300,000
                                                                                                              $250,000
  raising activities. Use of the trust fund is limited to activities that benefit the Home and its            $200,000
  residents.                                                                                                  $150,000
                                                                                                              $100,000
  How does the performance measure demonstrate agency progress toward the goal? A year-end                      $50,000
  surplus indicates that all requests for assistance have been met, and there have been excess                      $0
                                                                                                                           1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007
  donations, which are carried over for future use.                                                                                                                         Target


  Compare actual performance to target and explain any variance . Fiscal analysis indicates
  that 2004 may be the last year in which the surplus continues to grow. It is anticipated that
  operational demands will begin to reduce surplus funds until the trust fund is essentially a
  break-even operation within a few years.

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

  What is an example of a department activity related to the measure? Through the 2003-2004 fiscal year, the Department provided the services of a full-time fund-raiser,
  whose duty it was to attract contributions to the Oregon Veterans’ Home Trust Fund. As a cost-saving measure that position was eliminated at the duties distributed among
  other employees.

  What needs to be done as a result of this analysis? The Department should continue to seek reliable sources of funding for the trust fund, to help support operations of the
  Oregon Veterans’ Home.




Veterans’ Affairs, Department of                                                                                                                                  Page 11
                                                                                                                                                            Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                             Agency No.: 27400
      Key Performance Measure (KPM)                                      1999     2000     2001       2002           2003        2004          2005          2006          2007
# - 274-09 Number of VETS NEWS                          Target           N/A      N/A      N/A        N/A           69,222      70,611        72,000       72,500        73,000
(Department newsletter) distributed.                      Data          56,167   61,833   65,500     67,833         71,833
Data Source: Printing invoices and Department circulation statistics.



Key Performance Measure Analysis                                                                                             VETS NEWS DISTRIBUTION
To what goal(s) is this performance measure linked? Agency Goal #6: Increase veterans’
awareness of all Department programs. Contributes to OBM # 58 – percentage of seniors                 90,000
living independently, and OBM # 73– Percent of households that are owner occupied.
                                                                                                      75,000
What do benchmark (or other high-level outcome) data say about Oregon relative to the
goal(s)? Through the Department’s newsletter, the State of Oregon is making a                         60,000
continued, wide-reaching effort to communicate with its veterans.
                                                                                                      45,000
How does the performance measure demonstrate agency progress toward the goal?
Indicates the average number of newsletters distributed to veterans bi-monthly.
                                                                                                      30,000

Compare actual performance to target and explain any variance . Last year newsletter
                                                                                                      15,000
distribution exceeded the target by 3.7%.

Summarize how actual performance compares to any relevant public or private industry                         0
standards. N/A                                                                                                   1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007
                                                                                                                                                                   Target

What is an example of a department activity related to the measure?
The Department maintains a Communications staff to research and prepare the VETS NEWS on a bi-monthly basis. The newsletter is intended to provide veterans information
about changes in their state and federal benefits entitlements, as well as information about veterans groups and activities within the state. Raising veterans’ awareness of
benefits to which they are entitled results in an increased flow of federal dollars into the State, and in improved quality of life for veterans.

What needs to be done as a result of this analysis? The Department will seek to extend its outreach to veterans by distributing hard copies of the newsletter to medical offices
and selected commercial businesses.




Veterans’ Affairs, Department of                                                                                                                           Page 12
                                                                                                                                                       Budget Form # 107BF04e



Agency Name: Veterans’ Affairs, Department of                                          Agency No.: 27400
      Key Performance Measure (KPM)                                 1999   2000        2001        2002         2003         2004          2005         2006          2007
# - 274-10 Number of Department                        Target       N/A    N/A         N/A         N/A         7,000         7,500        8,000         8,500         9,000
website visitors.                                        Data       N/A    N/A         2,183       5,736       6,280
Data Source: The Webalizer – a web server log file analysis tool.


Key Performance Measure Analysis                                                                                       WEBSITE VISITORS
To what goal(s) is this performance measure linked? Agency goal #6: Increase
veterans’ awareness of all Department programs. Contributes to OBM # 58 –
percentage of seniors living independently, and OBM # 73– Percent of households that           14000
are owner occupied.
                                                                                               12000

What do benchmark (or other high-level outcome) data say about Oregon relative to              10000
the goal(s)? Indicates the level of use by veterans who are internet users.
                                                                                                8000

How does the performance measure demonstrate agency progress toward the goal?                   6000
Indicates the number of “hits” received by the website annually.
                                                                                                4000
Compare actual performance to target and explain any variance. Use is below the
target level. This was caused by a temporary staff shortage, during which the                   2000
website was static, and information was not updated.
                                                                                                   0

Summarize how actual performance compares to any relevant public or private                            1997 1998 1999 2000 2001 2002 2003 2004 2005 2004 2007
                                                                                                                                                         Target
industry standards. N/A

What is an example of a department activity related to the measure?
The Department is currently migrating the information on its website to the new Oregon.gov website. During this same period it is undertaking a comprehensive review of
the information, forms, and other material that need to be made available to veterans and other potential users via the website. Following this review an implementation
plan will be developed.

What needs to be done as a result of this analysis? The Department should emphasize website development and maintenance, since it is such a critical communications
device, particularly with younger veterans.




Veterans’ Affairs, Department of                                                                                                                       Page 13

								
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