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Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 2
Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 3
Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 4
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                                                                             For the Period
                                                                                                                                                             2011 - 2015
 
 

                                                                     Table of Contents
Overview
     What is a Strategic Plan?
     The Vision for Texas State Government - Strengthening Our Prosperity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                        7
     The Mission of Texas State Government. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                     7
     The Philosophy of Texas State Government. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                        7
     The Priority Goal of Texas State Government. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                       8
     Statewide Goal and Benchmarks for General Government. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                  8
     Statewide Goal and Benchmarks for Regulatory Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                    8
     Graphic -- The Strategic Planning and Budgeting System of Texas. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                     9
     Agency Vision. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .     10
     Agency Mission. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .      10
     Agency Philosophy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .       10
     Agency Goal and Objectives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .            10
     Agency Compact with Texans – What You Can Expect From Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                        10

External and Internal Assessment
       I. Overview of the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .           13
      II. Organizational Aspects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .           14
     III. Overview of the Agency. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .             15
             Graphic – Exhibit 1, Statewide Employment Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                16
             Graphic – Exhibit 2, Agency Organizational Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                              17
             Graphic – Exhibit 3, Enforcement Division Field Offices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                 21
             Graphic – Exhibit 4, Age. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .              23
             Graphic – Exhibit 5, Tenure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .               23
             Graphic – Exhibit 6, Turnover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                 23
             Graphic – Exhibit 7, Workforce Ethnicity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                        24
             Graphic – Exhibit 8, Project Retirement Eligibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                            24
             Graphic – Exhibit 9, Retirement Eligibility by Job Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                   27
             Graphic – Exhibit 10, HUB Goals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                     28
     IV. Fiscal Aspects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .      29
      V. Service Populations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .         29
            Graphic – Exhibit 11, Texas Population Projects and Components of Change: 2011 to 2016 . . . . . . . . . . . . . .                                                            29
            Graphic – Exhibit 12, Dental Licensure by Examination Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                         34
            Graphic – Exhibit 13, Dental Licensure by Credentials Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                       34
            Graphic – Exhibit 14, Dentist Faculty Licensure Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                   34
            Graphic – Exhibit 15, Dentist Charity Licensure Applicant Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                         34
            Graphic – Exhibit 16, Anesthesia Permits Issued to Dentists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                     35
            Graphic – Exhibit 17, Dental Hygiene Licensure by Examination Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                               35
            Graphic – Exhibit 18, Dental Hygiene Licensure by Credentials Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                             35
            Graphic – Exhibit 19, Dental Hygiene Faculty Licensure Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                        35
            Graphic – Exhibit 20, Nitrous Monitoring Certification Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                      35




Texas State Board of Dental Examiners                                                                                            Agency Strategic Plan 2011-2015                       Page | 5
Table of Contents (Continued)

     V. Service Populations (Continued)

                  Graphic – Exhibit 22, Pit and Fissure Sealant Certification Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                               35
                  Graphic – Exhibit 23, Dental Assistant RDA Registration Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                 35
                  Graphic – Exhibit 24, Coronal Polishing Certification Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                             36
                  Graphic – Exhibit 25, Dental Laboratory Registration Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                              36
                  Graphic – Exhibit 26, Portable/Mobile Dental Facility Permit Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                    36
                  Graphic – Exhibit 27, Renewal Post Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                     36
                  Graphic – Exhibit 28, Dentists Renewals Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                        37
                  Graphic – Exhibit 29, Dental Hygienist Renewals Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                              37
                  Graphic – Exhibit 30, Dental Assistant RDA Renewals Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                  37
                  Graphic – Exhibit 31, Dental Laboratory Renewals Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                               37
                  Graphic – Exhibit 32, Online Initial Licensure by Exam – Dentists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                   37
                  Graphic – Exhibit 33, Online Initial Licensure by Exam – Dental Hygienists . . . . . . . . . . . . . . . . . . . . . . . . . . .                                        37
   VI. Technological Developments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                  38
  VII. Key Organizational Events and Areas of Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                              41
  VIII. SBDE Accomplishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                45
          Graphic – Exhibit 34, Total Board Orders Ratified in FY 2010 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                        45
          Graphic – Exhibit 35, Total Cases Dismissed & Total Cases Referred to SOAH in FY 2010 . . . . . . . . . . . . . . .                                                             45
    IX. Agency Self-Assessment and Improvement Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                    46
           Graphic – Exhibit 36, Investigator Vehicle Use Case Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                    48
           Graphic – Exhibit 37, Proposed Enforcement Investigative Field Offices Regional Map . . . . . . . . . . . . . . . . . .                                                        50
           Graphic – Exhibit 38, Current Enforcement Field Offices Regional Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                                               50
    X. Economic Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .             53
   XI. Effects of National Dental Community, Federal, or State Activities on Regulatory Functions . . . . . . . . . . . . . . . . .                                                       54
   XII. Stakeholder Assessment of SBDE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                           56

External and Internal Assessment of Agency Priorities
     External Assessment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .       57
         Unlicensed Practice of Dentistry
     Internal Assessment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .     57
          Achieving Resolution of Pending, Unresolved Cases
          State Office of Administrative Hearings
          Performance Measures – Days to Case Resolution
          Paperless Environment

Technology Initiative Alignment
     Part 1: Technology Assessment Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
     Part 2: Technology Initiative Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Appendices
     Appendix A:         Description of the Agency Strategic Planning Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                           69
     Appendix B:         Current Agency Organizational Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                  71
     Appendix C:         Five-Year Projection for Outcomes for 2011-2015 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                          73
     Appendix D:         Performance Measure Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .                75
     Appendix E:         Workforce Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   101
     Appendix F:         Customer Service Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .          109

Glossary of Terms
     Term Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221


Texas State Board of Dental Examiners                                                                                            Agency Strategic Plan 2011-2015                      Page | 6
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                            For the Period
                                                                                                            2011 - 2015

 
 

                                                      Overview

WHAT IS A STRATEGIC PLAN?                                          Ensuring the economic competitiveness of our state by
      As a document, a strategic plan identifies what an agency    adhering to principles of fiscal discipline, setting clear budget
is and what it intends to be. It defines agency goals and          priorities, living within our means, and limiting the growth of
objectives and charts a course for the future. As a process,       government;
strategic planning is continuous, with no clear beginning and
no clear end. While plans are developed on a regular basis, it     Investing in critical water, energy, and transportation
is the process of planning that is important. It implies           infrastructure needs to meet the demands of our rapidly
strategically thinking about the future and how to get there; it   growing state;
optimally involves front-line employees as well as customers;
and it provides a common understanding of where the state          Ensuring excellence and accountability in public schools and
and the agency are going and how everyone involved can             institutions of higher education as we invest in the future of
work to that common purpose.                                       this state and ensure Texans are prepared to compete in the
                                                                   global marketplace;
     The repetitive cycle of strategic planning and budgeting
began in Texas in 1992 with the issuance of a statewide vision     Defending Texans by safeguarding our neighbor-hoods and
and the creation of the Statewide Planning and Budgeting           protecting our international border; and
System (SPBS). The SPBS links agencies’ strategic plans to
the state budgeting process, using each agency’s strategic         Increasing transparency and efficiency at all levels of
goals, objectives and strategies as the basis for constructing     government to guard against waste, fraud and abuse,
the state budget. Performance measures developed under each        ensuring that Texas taxpayers keep more of their hand-earned
appropriation provide legislators with a basis for evaluating      money to keep our economy and our families strong.
an agency’s ability to meet its objectives.
                                                                   THE MISSION OF TEXAS STATE
      In 1996, the Governor’s Office issued Vision Texas: The      GOVERNMENT
Statewide Strategic Planning Elements for Texas State                    Texas state government must be limited, efficient, and
Government, containing goals for major service areas in state      completely accountable. It should foster opportunity and
government and benchmarks that measure progress toward             economic prosperity, focus on critical priorities, and support
the statewide goals. Since the 1998-99 biennium, Texas state       the creation of strong family environments for our children.
agencies have been required to link each budget strategy in        The stewards of the public trust must be men and women who
their appropriation requests to at least one of the statewide      administer state government in a fair, just, and responsible
goals, state-level benchmarks and service categories. As a         manner. To honor the public trust, state officials must seek
result of these innovations, Texas government today is more        new and innovative ways to meet state government priorities
efficient, effective and accountable to its customers, the         in a fiscally responsible manner.
citizens of Texas.
                                                                   Aim high…we are not here to achieve inconsequential things!
THE VISION OF TEXAS STATE GOVERNMENT
Strengthening Our Prosperity
     Working together, we must set clear priorities that will
help maintain our position as a national leader now and in the
future by:



Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015     Page | 7
THE PHILOSOPHY OF TEXAS STATE                                      STATEWIDE GOAL AND BENCHMARKS FOR
GOVERNMENT                                                         GENERAL GOVERNMENT
     The task before all state public servants is to govern in a         To provide citizens with greater access to government
manner worthy of this great state. We are a great enterprise,      services while reducing service delivery costs and protecting
and as an enterprise, we will promote the following core           the fiscal resources for current and future taxpayers by
principles:                                                        supporting effective, efficient, and accountable state govern-
• First and foremost, Texas matters most. This is the              ment operations; ensuring the state’s bonds attain the highest
   overarching, guiding principle by which we will make            possible bond rating; and conservatively managing the state’s
   decisions. Our state, and its future, is more important than    debt.
   party, politics, or individual recognition.
                                                                   Benchmarks
• Government should be limited in size and mission, but it             Of the 12 statewide benchmarks selected for General
  must be highly effective in performing the tasks it              Government agencies, the benchmarks most likely to be
  undertakes.                                                      impacted are:
                                                                       Total state spending per capita.
• Decisions affecting individual Texans, in most instances,
  are best made by those individuals, their families, and the          Number of state employees per 10,000 population.
  local government closest to their communities.                       Number of state services accessible by Internet.

• Competition is the greatest incentive for achievement and            Total savings realized in state spending by making
  excellence. It inspires ingenuity and requires individuals to        reports/documents/processes available on the Internet
  set their sights high. Just as competition inspires                  and accepting information in electronic format.
  excellence, a sense of personal responsibility drives
  individual citizens to do more for their future and the future   STATEWIDE GOAL AND BENCHMARKS FOR
  of those they love.                                              REGULATORY GOVERNMENT
                                                                        To ensure Texans are effectively and efficiently served
• Public administration must be open and honest, pursuing
                                                                   by high-quality professionals and businesses by imple-
  the high road rather than the expedient course. We must be
                                                                   menting clear standards, ensuring compliance; establishing
  accountable to taxpayers for our actions.
                                                                   market-based solutions; and reducing the regulatory burden
                                                                   on people and business.
• State government has a responsibility to safeguard
  taxpayer dollars by eliminating waste and abuse and
  providing efficient and honest government.                       Benchmarks
                                                                       Of the 11 statewide benchmarks selected for Regulatory
• Finally, state government should be humble, recognizing          Government agencies, the benchmarks most likely to be
  that all its power and authority is granted to it by the         impacted are:
  people of Texas, and those who make decisions wielding
                                                                      Percentage of state professional licensee population with
  the power of the state should exercise their authority
                                                                      no documented violations.
  cautiously and fairly.
                                                                      Percentage of new professional licensees as compared to
                                                                      the existing population.
THE PRIORITY GOAL OF TEXAS STATE
GOVERNMENT                                                            Percentage of documented complaints to professional
                                                                      licensing agencies resolved within six months.
      To provide citizens with greater access to government
services while reducing service delivery costs and protecting         Percentage of individuals given a test for professional
the fiscal resources for current and future taxpayers by:             licensure who received a passing score.
   Supporting effective, efficient, and accountable state             Percentage of new and renewed professional licenses
   government operations;                                             issued via Internet.
   Ensuring the state’s bonds attain the highest possible
                                                                      Percentage increase in utilization of the state business
   bond rating; and
                                                                      portal.
   Conservatively managing the state’s debt.




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015    Page | 8
              The Strategic Planning and Budgeting System of Texas

                 Statewide Vision
Strengthening Our Prosperity
Working together, we must set clear priorities that will
help maintain our position as a national leader now
and in the future by:
Ensuring the economic competitiveness of our state by
adhering to principles of fiscal discipline, setting clear
budget priorities, living within our means, and limiting
the growth of government;
Investing in critical water, energy, and transportation                                                Agency Goal and
infrastructure needs to meet the demands of our                                                          Objectives
rapidly growing state;
Ensuring excellence and accountability in public                                                   Goal:
schools and institutions of higher education as we
invest in the future of this state and ensure Texans are                                           To ensure quality dental care for
prepared to compete in the global marketplace;                                                     the people of Texas.

Defending Texans by safeguarding our neighbor-                                                     Objective:
hoods and protecting our international border; and
                                                                Agency Mission                     To protect the public from
Increasing transparency and efficiency at all levels of                                            incompetent, negligent and
government to guard against waste, fraud and abuse,                                                impaired services; fraud, and
ensuring that Texas taxpayers keep more of their             To rise to the challenge of
                                                                                                   misrepresentation in dental
hand-earned money to keep our economy and our                creating and sustaining a
                                                                                                   health care by ensuring that all
families strong.                                             successful State Agency by            filed complaints are investi-
                                                             increasing and embracing open         gated and by operating an
                                                             communication, respecting             effective peer assistance
              Statewide Mission                              opposing opinion, maintaining         program.
                                                             an open mind, and finding the
Texas state government must be limited, efficient, and       balance of compassion and             Objective:
completely accountable. It should foster opportunity         duty.                                 To operate a licensing and
and economic prosperity, focus on critical priorities,                                             registration system ensuring all
and support the creation of strong family environments                                             licensees meet or exceed
for our children.
                                                                                                   minimal licensing standards,
The stewards of the public trust must be men                                                       hold a current license, and all
and women who administer state government in                                                       registrants are in full compliance
a fair, just, and responsible manner. To honor the                                                 with registration and certification
public trust, state officials must seek new
                                                                                                   standards authorized by statute.
and innovative ways to meet state government
priorities in a fiscally responsible manner.



          Statewide Priority Goal

To provide citizens with greater access to government
services while reducing service delivery costs and
protecting the fiscal
resources for current and future taxpayers by:
  Supporting effective, efficient, and accountable
  state government operations;
  Ensuring the state’s bonds attain the highest
  possible bond rating; and
  Conservatively managing the state’s debt.




 Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 9
AGENCY VISION                                                     AGENCY COMPACT WITH TEXANS –
     To rise to the challenge of creating and sustaining a        WHAT YOU CAN EXPECT FROM US
successful State Agency by embracing open communication,               The Texas State Board of Dental Examiners (SBDE), we
respecting opposing opinion, maintaining an open mind, and        recognize our responsibilities to both consumers and the
finding the balance of compassion and duty.                       dental industry. We work to fulfill our legislative mandate to
                                                                  regulate the dental industry while protecting the people and
AGENCY MISSION                                                    businesses that are served by dentistry. We pledge to provide
                                                                  quality service to all of our customers.
    To safeguard the dental health of Texans by developing
and maintaining programs to:
                                                                       The SBDE strives for excellent customer service through
       Ensure that only qualified persons are licensed            our professional attitude, competence and efficiency. As a
       to provide dental care; and                                customer of the SBDE, you can expect us to:
                                                                     Treat you with courtesy and respect.
       Ensure that violators of laws and rules regulating
                                                                     Be fair, ethical and professional.
       dentistry are sanctioned as appropriate.
                                                                     Provide timely and responsible service.
                                                                     Give you clear, accurate and consistent information.
AGENCY PHILOSOPHY                                                    Strive for continuous improvement in all our services.
      To act with the highest standard of ethics, account-
ability, efficiency, and openness. We will earn the public
                                                                  Our Customer Service Principles
trust by regulating the practice of dentistry in a fair and
discerning manner.                                                     The SBDE uses seven principles of quality customer
                                                                  service for our populations:
                                                                     Accessible Facilities and Staff.
AGENCY GOAL AND OBJECTIVES                                           Timely Assistance.
Goal: To ensure quality dental care for the people of Texas.         Quality Work.
                                                                     Fast Response to Problems.
Objective: To protect the public from incompetent, negligent
                                                                     Fair and Equitable Treatment.
           and impaired services; fraud, and misrepre-
           sentation in dental health care by ensuring that all      Privacy and Confidentiality.
           filed complaints are investigated and by operating        Innovation and Improvement.
           an effective peer assistance program.
                                                                  Accessible Staff and Facilities
Objective: To operate a licensing and registration system
                                                                  Agency staff can be contacted by e-mail, telephone or letter.
           ensuring all licensees meet or exceed minimal
           licensing standards, hold a current license, and all        Dental Board Address:
           registrants are in full compliance with regis-                Texas State Board of Dental Examiners
           tration and certification standards authorized by             333 Guadalupe, Tower 3, Suite 800
           statute.                                                      Austin, Texas 78701-3942

                                                                       Agency Switchboard:
                                                                         (512) 463-6400
                                                                         (8 a.m. – 5 p.m., Central Standard Time, Mon – Fri)

                                                                       Fax Machine:
                                                                         (512) 463-7452

                                                                       E-Mail:
                                                                         Correspondence:     information@tsbde.state.tx.us
                                                                         Complaints:         complaints@tsbde.state.tx.us
                                                                         Open Records:       openrecords@tsbde.state.tx.us




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 10
Timely Assistance                                               Fair and Equitable Treatment
   Helpful information resources are available at our main           The SBDE pledges its processes are fair, equitable and
   office and with our field investigative staff. Information   timely. For special needs, staff are available for assistance at:
   is also available online at www.tsbde.state.tx.us.           information@tsbde.state.tx.us.

   You will get fast, accurate responses to your information
                                                                Privacy and Confidentiality
   needs.
                                                                    The Dental Board office will follow the letter of the law
   If you have a complaint, it will be handled by an agency     when it comes to customer privacy and confidentiality.
    expert.
   The rule, publications and forms are readily available and   Innovation and Improvement
   written clearly.                                                  Customer input is critical to the agency’s continuous
                                                                improvement efforts. Customers are surveyed on a regular
    The main office of the SBDE is open between 8 a.m. and      basis to obtain input and ideas to improve agency processes.
5 p.m., Central Standard Time, Monday through Friday.           Constructive criticism is encouraged and welcomed.
Information is available on the agency’s website 24 hours a
day, 7 days a week. A Fax machine is available 24 hours a       Our Customer Service Standards
day, 7 days a week as well.                                           Licensure information is available online 24 hours a
                                                                      day, 7 days a week.
Quality Work                                                          The complaint process is explained online and is
     The agency’s trained, professional staff strive to get           available for customers to read 24 hours a day, 7 days a
every aspect of a customer’s affairs right the first time.            week.

Fast Response to Problems                                             Telephone messages will be returned within 48 hours.
     Agency staff will treat all customers with care and              Consumers who file a complaint on a dental pro-
attention whether applying or renewing a license, seeking             fessional with the Board will receive a response within
information, filing a complaint on a dental professional with         30 days.
the Board or conducting business regarding an on-going
investigation.                                                        The SBDE regularly assesses its customer service
                                                                satisfaction levels through surveys. The agency also monitors
                                                                its progress through the use of performance measures
                                                                designed to evaluate the level of customer satisfaction with
                                                                major areas of the agency.




Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015     Page | 11
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Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 12
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                          For the Period
                                                                                                          2011 - 2015

 
                                        External / Internal Assessment

                                                                   board in 1991 (House Bill 817, 72nd Texas Legislature,
    I
                                                                   Regular Session), raising the number to 15. In 1995 (Senate
OVERVIEW                                                           Bill 18, 74th Texas Legislature, Regular Session) the number
                                                                   of public members was raised to six, for a total of 18
Statutory Basis                                                    members. And in 2003 (Senate Bill 263, 78th Texas
     The Occupations Code, Title 1, 2, 3 in general, and           Legislature, Regular Session) the number was lowered back
specifically Title 3, Subtitle D, Chapters 251 et. seq., defines   to 15: eight dentists, two dental hygienists, and five public
the practice of dentistry and charges the SBDE with                members.
responsibility for regulation of such practice. Further, the
Health and Safety Code, Title 6, Chapter 467, Peer                 Board Duties and Regulatory Approach
Assistance Program authorizes the SBDE to make contract            The Board’s duties include:
peer assistance services available to licensees.
                                                                       Guiding the development of and approving the agency
                                                                       strategic plan, budget and request for funding.
General rulemaking authority is granted to the SBDE under
Section 254.001 of the Occupations Code and authority to               Providing policy guidance for agency operations.
address specific subjects is granted throughout the Dental             Reviewing and adopting rules.
Practice Act.
                                                                       Adjudicating final orders in contested cases.
                                                                       Hiring, supervising, and setting the salary of the Execu-
Historical Perspective
                                                                       tive Director.
     For well over a century, the State of Texas has required
examining boards to safeguard the dental health of Texans by
                                                                   Main Functions
licensing qualified dental professionals, and by sanctioning
violators of laws and rules regulating dentistry.                  The main functions of the SBDE are as follows:
                                                                     • License qualified dentists and dental hygienists after
     The earliest legislation regulating dentistry in Texas was        successful completion of a clinical examination, and or
in 1889 (Senate Substitute Bill 153, 21st Texas Legislature,           by credentials;
Regular Session), when each district judge was authorized to
                                                                     • Register dental assistants after successful completion of
appoint a board of examiners composed of three practicing
                                                                       required education and subsequent competency exami-
dentists in each judicial district.
                                                                       nation;

     In 1897, the district system was replaced by one board,         • Register qualified dental laboratories;
the Texas State Board of Dental Examiners, comprised of six          • Register mobile/portable dental units;
dentists appointed by the governor for a term of two years           • Annually renew dental and dental hygiene licenses,
(House Bill 90, 25th Texas Legislature, Regular Session).              dental assistant and dental laboratory registrations;
The number of members was raised to nine dentists in 1919
                                                                     • Investigate all complaints received;
(House Bill 1, 36th Texas Legislature, Regular Session),
                                                                     • Prosecute complaints through informal or formal disci-
whose term was changed to six years in 1971 (Senate Bill
                                                                       plinary means as provided by applicable statutes (e.g.,
365, 62nd Texas Legislature, Regular Session).
                                                                       DPA, Administrative Procedure Act); and
     In 1981 (Senate Bill 763, 67th Texas Legislature,               • Monitor on-going compliance of disciplined licensees/
Regular Session) the number was raised to 12 with the                  registrants with their respective Board Orders.
addition of three public members. Two dental hygienists and
one additional dentist were added to the composition of the


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 13
 II                                                             the Dental Practice Act and the SBDE Rules and Regulations.
                                                                The function of committees is outlined as follows:
ORGANIZATIONAL ASPECTS
                                                                     Executive Committee. Chaired by the Board Presiding
Texas State Board of Dental Examiners                           Officer, the Executive Committee considers temporary
(The Board)                                                     emergency suspension of a license when public safety is
                                                                compromised. The Executive Committee acts on the Board’s
Composition
                                                                behalf when matters needing Board consideration require
     The Board is composed of 15 members, including 8           action before the next regularly scheduled meeting.
dentists, 2 dental hygienists and 5 public members. The
members of the Board are appointed by the Governor, with              Enforcement Committee. Chaired by the Board
the advice and consent of the Senate, for staggered, non-       Secretary, the Enforcement Committee works with the
renewable, six-year terms. The Presiding Officer is appointed   Secretary to review completed case investigations and to
by the Governor. The Board elects a Secretary annually.         recommend further action (i.e., close case, refer to settlement
                                                                conference, or other action as deemed necessary). The
Presiding Officer -                                             Committee can discuss and propose new or amended rules
Dr. William L. Purifoy, D.D.S., is a                            relating to this process.
Periodontist in private practice in Fort
                                                                     Licensing Committee. Chaired by a member of the
Worth. In December 2005, Dr. Purifoy
                                                                Board appointed by the Presiding Officer, the Licensing
was appointed by Governor Rick Perry
                                                                Committee reviews continuing education requirements and
to serve on the State Board of Dental
                                                                considers requests for alternative methods of compliance for
Examiners. In August 2009, Governor
                                                                licensees that are not able to meet annual requirements as
Perry appointed Dr. Purifoy as Presiding
                                                                outlined in SBDE rules and monitors implementation of new
Officer of the Board.
                                                                programs for licensees such as the dental assistant
                                                                registration processes. This committee can also consider new
                            Board Secretary -
                                                                and amended rules relating to licensing.
                            Dr. Tamela Gough, D.D.S., M.S.,
                            practices Pediatric Dentistry in    Ad hoc Committees
                            Allen. Dr. Gough was appointed            The Presiding Officer appoints ad hoc committees
                            to the Board on September 7,        periodically to undertake review of various topics relating to
                            2005. On August 28, 2009, The       the regulation of dentistry in Texas. For example, a current
                            Board elected Dr. Gough to serve    committee has been designated to amend certain sections of
                            as its Secretary.                   the SBDE Rules regarding guidelines and requirements for
                                                                the issuance and governance of anesthesia privileges.
Board Members -
    Steven Austin, D.D.S. (Amarillo)                            Statutory Advisory Committees
    Alicia Grant, C.D.A., R.D.H. (Richardson)                   Dental Hygiene Advisory Committee (DHAC)
    Maxwell Finn, D.D.S., M.D. (Dallas)                              The DHAC advises the SBDE on matters relating to
    Mary L. Baty, R.D.H. (Humble)                               dental hygiene. The DHAC is composed of six members,
    William R. Birdwell, D.D.S. (Bryan)                         three hygienists and two public members appointed by the
    Whitney Hyde (Midland)                                      Governor and one dentist appointed by the Board. Members
    Georgiana Matz (Harlingen)                                  of this advisory committee serve staggered six-year terms.
    Ann G. Pauli (El Paso)
    James W. Chancellor, D.D.S. (Garden Ridge)                  Dental Laboratory Certification Council (DLCC)
    Rudolfo G. Ramos Jr., D.D.S., P.C. (Houston)                     The DLCC advises the Board on matters relating to
    Russell H. Schlattman II., D.D.S. (Houston)                 dental laboratories and is composed of three members who
    Jerry Romero (El Paso)                                      are appointed by the Board to serve two year terms.
    Arthur Troilo III, Esq. (Austin)
                                                                Professional Affiliations
The Board’s Standing Committees                                 National Organizations
     The Board Presiding Officer appoints Board members to          The SBDE is a member of the American Association of
serve on three standing committees, Executive, Enforcement      Dental Administrators (AADA). The AADA is charged with
and Licensing. These committees implement the directives of     the goal of organizing the advancement of sharing and



Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015    Page | 14
distributing among its members information, procedures,
policies and techniques necessary to effectively and effici-     III
ently administer dental licensing, testing and/or disciplinary
                                                                 Texas State Board of Dental Examiners
boards in the United States, Puerto Rico and the Virgin
Islands. Another goal of the Association is to develop a
                                                                 (The Agency)
committee to study, review, evaluate and address uniform
practices in administration of board operations.                 Goals
                                                                       To ensure quality dental care for the people of Texas.
American Association of Dental Boards                                 The Dental Board’s office offers a work environment
     The American Association of Dental Board (AADB) is          based on the concepts of innovation, inspiration and
comprised of state and regional dental boards, the District of   creativity. Recruiting and retaining a skilled work force to
Columbia, Puerto Rico and the Virgin Islands, Specialty          meet the overall goal and objectives, both short and long
Dental Boards, as well as both past and present members of       term, are critical to the agency’s continued success. Through
those boards, board administrators, board attorneys, and         innovative employees come innovative ideas that improve the
dental and dental hygiene educators. The AADB serves as a        way the agency functions.
resource by providing a national forum for exchange,
development and dissemination of information to assist           Objectives
dental regulatory boards and their obligation to protect the         During the 2011-2015 biennium and beyond, the Dental
public.                                                          Board will strive to maintain optimum staffing level. Each
                                                                 and every employee is critical to the Agency’s functions
Regional Organizations                                           which include:
     As a member of Western Regional Examining Board                   Providing customer service.
(WREB). The SBDE appoints a dentist member of the SBDE                 Providing administrative services.
to serve as the Texas representative to the WREB Board of              Licensing qualified dentists and dental hygienists.
Directors; a dentist member of the SBDE to serve on the                Registering dental laboratories and qualified dental
WREB Dental Examinations Review Committee; and a                       assistants.
dental hygiene member of the SBDE to serve on the WREB
                                                                       Issuing permits to Mobile Dental Facilities.
Dental Hygiene Examinations Review Committee.
                                                                       Annually renewing the license or registration of dentists,
     The SBDE designates 10 of its current Board members:              dental hygienists, dental assistants, dental laboratories
8 dentists, 2 dental hygienists, in addition to the 3 dental           and mobile dental facilities.
hygienists who serve on the Dental Hygiene Advisory                    Investigating all complaints received.
Committee to serve as examiners on the WREB dental and
                                                                       Prosecuting complaints through informal and formal
dental hygiene examination team. The SBDE representatives
                                                                       disciplinary means.
to WREB attend annual meetings, examination and policy
                                                                       Monitoring on-going compliance of disciplined licensees
committee meetings and present status reports to the SBDE
                                                                       and registrants.
during Board meetings.

Regional Examining Board Relationships
                                                                 Strategies
     The SBDE recognizes clinical examination results from       Equal Employment Opportunity Program
four regional examining boards which provide clinical                 The Dental Board office successfully implements the
examinations to dental and dental hygiene candidates for         Equal Employment Opportunity Program which ensures
licensure.                                                       ethnic minorities and females are utilized in proportion to
Acceptance dates for these board results are as follows:         their availability in the work force. Currently, minorities
                                                                 comprise 15 percent of the agency’s total labor force and
   Western Regional Examining Board           (WREB)             women comprise 70 percent of the agency’s labor force.
   January 1, 1994
                                                                      The Texas Workforce Commission lists statistics for the
   Central Regional Dental Testing Service (CRDTS)
                                                                 statewide civilian work force using a series of broad job
   January 1, 2002
                                                                 categories. Exhibit 1 compares these statistics with Dental
   North East Regional Examining Board        (NERB)             Board staffing patterns:
   January 1, 2005
   Southern Regional Examining Board          (SRTA)
   January 1, 2005


Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015    Page | 15
Training                                                                    personal support for a wide range of issues, from everyday
     To facilitate employee training, the agency’s Human                    concerns to serious problems.
Resources Staff continually monitor required Equal Oppor-
tunity Employment (EEO) training for all employees.                               Employees are also eligible for a one-time merit salary
                                                                            increase as funds allow. Administrative leave is also awarded
     Training opportunities in professional and personal                    to staff for outstanding performance.
development are available through the Texas Comptroller’s
Office, the State Office of Risk Management, and Health                     Health and Wellness Program
Professions Council.                                                              To improve the health, fitness, well-being and pro-
                                                                            ductivity of Dental Board employees, the Human Resources
     The Director of Enforcement (DoE) monitors required                    staff routinely distribute a Wellness Newsletter prepared by
Texas Commission on Law Enforcement Officer Standards                       Alliance Work Partners that includes tips for healthier living.
and Education (TCLEOSE) training for all agency investi-
gators. The DoE attends biennial Police Chief Training                            To maintain morale, welfare, and encourage cama-
conducted at the Bill Blackwood Institute, Law Enforcement                  raderie, Agency staff periodically host luncheons and acti-
Management Institute of Texas, at Sam Houston State                         vities throughout the year and will invite staff from other state
University.                                                                 agencies as well.

     The agency also supports training and Continuing Legal                 Outsourcing
Education for the General Counsel, staff attorneys and legal                      The SBDE is committed to the quality of service it
assistants.                                                                 provides to the citizens of Texas. The agency evaluates its
                                                                            functions to determine if the functions can be done more
      Agency staff also take advantage of business-oriented                 efficiently at a lower cost by utilizing other state agencies or
training seminars, workshops, conferences and technical                     the private sector.
training courses offered by SkillPath.
                                                                            ORGANIZATIONAL STRUCTURE
Additional Incentives
                                                                                 The Dental Board’s office accomplishes its mission
     To further retain skilled employees, the Dental Board
                                                                            through five program divisions: Executive; Administration;
offers a flexible daily work schedule and compressed work
                                                                            Licensing; Enforcement; and Legal. Within this framework,
week option. This program allows the agency to benefit from
                                                                            the agency is a cohesive organization dedicated to carry out
reduced absenteeism and leave usage, as well as higher
                                                                            its mission in a manner consistent with statutory requirements
employee morale and lower turnover. Another support
                                                                            to ensure dental health and safety of the public. Exhibit 2
program offered to agency personnel is the Employee
                                                                            identifies the divisions that carry out the Dental Board’s
Assistance Program offered through Alliance Work Partners.
                                                                            mission.
Alliance Work Partners provides employees with confidential,


  EXHIBIT 1
  Statewide Employment Statistics
                                 Caucasian                African                Hispanic
                                                                                                         Females                Males
                                 Americans               Americans              Americans
       Job Category

                            No     SBDE     State   No    SBDE     State   No    SBDE     State    No    SBDE      State   No   SBDE    State
     Officials /
     Administrators          5    100%      74%      0     0%       9%      0     0%      13%      5     100%      49%     0    0%      51%

     Professionals          13    100%      62%      0     0%      11%      0     0%       0%      4     30%       55%     9    70%     45%

     Technical               1    100%      52%      0     0%      15%      0     0%       0%      0      0%       0%      1    100%    48%
     Para-
     Professionals           2    100%        *      0     0%        *      0     0%        *      2     100%       *      0    0%       *
     Administrative
     Support                 7     58%      50%      2    17%      20%      3     25%     28%      12    100%      88%     0    0%      12%
   Source: State statistics extracted from "Equal Employment Opportunity and Minority Hiring Practices Report, January 2008."
   * - Statewide statistics on Para-professionals are not available.



Texas State Board of Dental Examiners                                                              Agency Strategic Plan 2011-2015      Page | 16
EXHIBIT 2
Agency Organizational Chart



                                                  Executive Director




                      Executive
                                                                                   Staff Dentist
                      Assistant




                                                                                      Systems
                    Receptionist
                                                                                      Analyst




         General                         Director of              Director of                 Director of
         Counsel                        Enforcement               Licensing                  Administration



                                                                        Dental & Dental                Accounting
                 Staff
                                            Investigators              Hygiene Licensing
              Attorneys                                                                                Technician
                                                                         Coordinator




                                           Administration
                                                                          Licensing
         Legal Assistants                  & Compliance
                                                                         Coordinator
                                            Supervisor




                                             Administrative               Licensing
           Administrative
                                                                          Renewal
             Assistant                        Assistants
                                                                          Assistant



                                                                         Licensing
                                                                        Administrator




                                                                       Dental Assistant
                                                                         Coordinator




Texas State Board of Dental Examiners                                           Agency Strategic Plan 2011-2015   Page | 17
Executive Division                                                 matters, identifying user end system requirements and
                                                                   evaluates software packages; designs, codes, tests and
Executive Director                                                 documents software applications; trains and assists end users
     The Executive Director provides the leadership and            in implementing new applications; performs basic systems
motivation for achieving the agency’s strategic vision,            administration functions and troubleshoots systems and
manages the day-to-day operation of the agency, implements         software problems; provides help desk services.
agency objectives and ensures agency compliance with
statewide goals. The Executive Director is the ex-officio          Administration
representative to the SBDE’s standing committees and               Director of Administration and
advisory committees.                                               Accounting Technician

      The Executive Director is also responsible for interacting         The Director of Administration, together with an
with Texas dental, dental hygiene, and dental laboratory           Accounting Technician, maintain compliance with the regu-
schools; monitoring state and national issues; participating in    latory procedures and policies prescribed by other state
national organizations and forums; maintaining competent           agencies. Prepares regulatory reports due to other state
staff; and over-seeing budget, space allocation, purchasing,       agencies; biennial legislative appropriations requests and
and contracting;                                                   strategic plans.

                                                                         Charged with administering and preparing the agency’s
Executive Assistant                                                internal operating budget contingent upon legislative appro-
     The Executive Assistant assists the Executive Director        priations; prepares fiscal notes on proposed legislation
and agency staff in the administrative functions of the agency,    affecting the SBDE as well as annual financial report and
performing such duties as coordinating board and committee         other budget and fiscal reports.
meetings, facilitating the administrative aspects of amend-
ments to the Dental Practice Act and SBDE Rules and                     Responsible for developing budget review schedule;
Regulations and administers agency programs such as: Infor-        preparing quarterly and annual performance measure reports;
mation Resource/Information Technology (IR/IT) Disaster            processes payrolls and maintains personnel records.
Recovery, Agency Records Retention and the SBDE Juris-
                                                                         Performs all purchasing tasks; maintains office equip-
prudence Assessment.
                                                                   ment and computers; manages group insurance program and
        The Executive Assistant is also responsible for            retirement programs; administers records management and
screening and expediting media inquiries and legislative and       risk management programs; enters data into on-line state
constituent matters and manages the Agency Website and             systems Uniform Statewide Accounting System (USAS),
Jurisprudence Assessment website.                                  Uniform Statewide Payroll System (USPS), Texas Identifi-
                                                                   cation Number System (TINS) and Employee Retirement
                                                                   System Online (ERS), State Property Accounting System
Staff Dentist                                                      (SPA), and the Automated Budget and Evaluation System of
     The agency’s Staff Dentist is responsible for reviewing       Texas (ABEST).
and considering investigated cases for Standard of Care and
makes recommendations to the SBDE Staff concerning                 Licensing
findings.                                                          Director of Licensing

     The Staff Dentist serves as an in-house expert to staff             The Director of Licensing leads a team of five dedicated
and provides input and assessment of issues relating to            staff charged with administering all aspects of licensure and
standard of care.                                                  certification for dentists, dental hygienists, dental assistants
                                                                   and dental laboratories.
                                                                         In addition to overseeing the daily operations of the
Systems Analyst                                                    Licensing Division, the Director of Licensing works in
     The Systems Analyst performs a variety of technical           cooperation with the Texas Guaranteed Student Loan
duties involving the installation, maintenance, and testing of     Corporation to ensure proof of payment has been made
computer information systems including all computers               towards defaulted student loans prior to the renewal of a
workstations, peripherals, and network equipment. Respon-          license or registration.
sible for analyzing and resolving complex systems, and
performs diagnostic testing and maintenance of system                   The Director of Licensing works closely with the Office
hardware. Serves as project team leader for agency IR/IT           of the Attorney General in revoking, denying or suspending a


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015    Page | 18
professional license, permit or certification to licensees or       dental facilities. Manages the anesthesia permit application
registrants who are delinquent in paying child support.             process, reinstatements of a retired Texas license and all
                                                                    Texas license cancellations, which occur due to one year or
     The Director of Licensing serves as the liaison and staff      more of non-payment. The Licensing Administrator is
support to the Board’s Licensing Committee and the Anes-            charged with conducting Continuing Education audits on
thesia Liaison.                                                     randomly identified licensees and registrants. Manages the
                                                                    Texas Nitrous Oxide Conscious Sedation Permit Program for
Licensing Division Staff                                            dentists and the Nitrous Oxide Inhalation Conscious Sedation
     The Licensing division is comprised of the following full      Monitoring Permit Program which is an optional certification
time staffed positions who support each component of                for dental auxiliaries. Serves as the primary point of contact
division’s overall charge to protect the citizens of Texas:         for receiving information regarding the death of a dental
                                                                    professional.
Dental and Dental Hygiene Licensing Coordinator
                                                                    Dental Assistant Coordinator
     The Dental and Dental Hygiene Licensing Coordinator is
                                                                          The Dental Assistant Coordinator is responsible for the
responsible for administration of all Texas dental and dental
                                                                    registration of all qualified dental assistants for authority to
hygiene correspondence pertaining to initial licensure, charity
                                                                    make radiographs in the State of Texas. Another charge
licensure, and licensure for foreign graduates. Responds to
                                                                    includes administration of the Pit and Fissure Sealant
requests for state clinical board scores, licensure verifications
                                                                    Certification Program, and the Coronal Polishing Program.
and certifications and consumer requests for mailing lists and
                                                                    The Dental Assistant Coordinator also facilitates the issuance
labels. The Dental and Dental Hygiene Coordinator utilizes
                                                                    of Nitrous Oxide Monitoring Certificates to Dental Hygienists
the Health Professions Council Document Imaging System
                                                                    and Dental Assistants. All of these programs are optional
which is used to scan all dental licensing correspondence for
                                                                    certifications. The Dental Assistant Coordinator serves as the
recordkeeping purposes.
                                                                    sole point of contact for name and address changes, renewals
                                                                    and continuing education matters pertaining to Texas dental
Licensing Coordinator
                                                                    assistants.
     The Licensing Coordinator is charged with the daily
receipt and auditing of financial transactions received by the
SBDE. The Licensing Coordinator is also charged with
                                                                    Enforcement
responding to daily licensee inquiries regarding online and              The Enforcement Division, lead by the Director of
ground-mail license renewals, name and address change               Enforcement, is charged with investigating all jurisdictional
requests, military exemption inquiries, online initial              complaints filed, assisting the Legal Division in the
registration issues, duplicate license and certificate requests     prosecution of the complaints through informal or formal
and cardiopulmonary resuscitation (CPR) certification. The          disciplinary means as provided by applicable statute, pursuing
Licensing Coordinator is also responsible for the processing        compliance with disciplinary actions and conditions as set
of debit/credit transactions relative to the licensing and          forth for each disciplinary case, and interacting with the
jurisprudence processes.                                            public, professional societies, dental schools, state regulatory
                                                                    and/or federal agencies in matters of public health.
Licensing Renewal Assistant
                                                                          With the Texas population continuing to grow, an
      The Licensing Renewal Assistant is tasked with
                                                                    ongoing challenge for the Dental Board is to serve customers
responding to email inquiries received through SBDE website
                                                                    efficiently, equitably and effectively. To meet the needs of an
relative to licensure renewal, CPR Certification, name and
                                                                    ever-expanding population, the Dental Board relies on field
address change requests, duplicate license and certificate
                                                                    offices. Eight field offices are positioned throughout the State
requests and expired license penalty/fee inquiries. The
                                                                    in Dallas, Fort Worth, San Antonio, Houston and Huntsville
Licensing Renewal Assistant is also responsible for
                                                                    while the Enforcement Division Headquarters are located in
processing inquiries on Texas Online dental and dental
                                                                    Austin. (See Exhibit 3). These cities have been identified as
hygiene renewals and initial registrations. Works hand-in-
                                                                    having the largest concentration of complaints filed with the
hand with the Licensing Coordinator to receipt and process all
                                                                    Board.
financial transactions received by the agency.

                                                                         Field offices are linked electronically to the agency’s
Licensing Administrator
                                                                    computer network. To ensure the best possible use of agency
     The Licensing Administrator is responsible for                 funds, the cost of employees, equipment, communications and
registering dental laboratories and all portable and mobile         office space must be considered in relation to the alternative


Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015    Page | 19
costs of increased employee travel and related employee           sioned investigators. The Lieutenant Investigator also carries
turnover. The potential benefits from an increased agency         a case load with cases similar to a Sergeant Investigator.
presence in various parts of the state must also be considered.   Lieutenant Investigator typically holds an advanced or Master
                                                                  Peace Officer license.
     The Dallas and Fort Worth investigators typically cover
the areas of North and Northwest Texas and the Panhandle          Sergeant Investigator
                                                                   Commissioned Peace Officer
area of the state. The San Antonio and Austin investigators
cover Central and Southwest Texas and El Paso area. The                A Sergeant Investigator holds a peace officer license
Huntsville Field Office serves East Texas, while Houston          from the TCLEOSE and is commissioned as a peace officer
Field Office investigators cover the coastal areas.               by the SBDE. Cases typically assigned to a Sergeant
                                                                  Investigator include fraud, patient abuse, patient death, patient
      The investigative staff includes both commissioned          assault, drug diversion, etc. Sergeant Investigators typically
(peace officers) and noncommissioned (civilian) investigative     hold an Advanced or Master TCLEOSE license.
staff. Investigators holding peace officer commissions issued
by the Texas Commission on Law Enforcement Officer                Senior Field Investigator
Standards and Education (TCLEOSE) are designated by a               Noncommissioned Investigator
military style                                                         The Senior Field Investigator is the ranking non-
ranking system similar to other State and local law               commissioned Field Investigator who acts in a minor
enforcement agencies. Commissioned Investigators conduct          supervisory role for non-commissioned investigators. The
investigations in cases involving all types of complaints as      Senior Investigator also acts in a support role to the
well as assist local law enforcement in criminal investigations   Lieutenant for training new investigators, particularly non-
for violations such as practicing dentistry without a             commissioned investigators. This investigator’s duties also
license.                                                          include those of a standard Field Investigator.

    Noncommissioned investigators who do not hold a
                                                                  Field Investigator
TCLEOSE commission are assigned cases that do not have a          Noncommissioned Investigator
known potential criminal component.
                                                                       The Field Investigator is assigned administrative com-
                                                                  plaints such as sanitation complaints, standard of care allega-
Director of Enforcement                                           tions, failure to provide records, patient abandonment, etc.
  Commissioned Peace Officer
                                                                  Cases assigned to the Field Investigator typically require
      As the Chief Law Enforcement officer of the SBDE, the       some type of field investigation or onsite visit.
Director of Enforcement (DOE) holds a Master Peace Officer
license issued by the Texas Commission on Law Enforcement         Investigator
Standards and Education (TCLEOSE) and is commissioned as            Noncommissioned Investigator
a Peace Officer by the SBDE. The DOE is responsible for                This Investigator is a non-commissioned investigator
interviewing, hiring and supervising all Enforcement Division     assigned to the Austin office. This investigator conducts
staff. The DOE makes recommendations to the General               standard of care investigations that do not require field work
Counsel and the Executive Director regarding emergency            or on-site visits.
suspensions, agency policies, other agency issues as needed.

     The DOE is responsible for opening investigations based
on determination of jurisdiction on all incoming complaints,
assigning cases to investigators, monitoring and directing the
investigative process as well as acting as a liaison between
Staff and the Board Enforcement Committee.

Lieutenant Investigator
 Commissioned Peace Officer
      The Lieutenant Investigator holds a peace officer license
from the TCLEOSE and is commissioned as a peace officer
by the SBDE. The Lieutenant acts as the assistant Director of
Enforcement in the Director’s absence and is tasked with first
line supervisor duties for all investigative staff as well as
training for all new field investigators, particularly commis-


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015     Page | 20
EXHIBIT 3

Enforcement Division Field Offices




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 21
Enforcement Support Staff                                       staff and drafts memoranda and briefs regarding the legal
     Enforcement Support staff include the Program Super-       interpretation of statutes, rules and policies affecting the
visor, Compliance Officer and two Administrative Assistants.    agency and its mission.


Administration and Compliance Supervisor                             The Legal Division also provides support to the Office of
      The Administration and Compliance Supervisor oversees     the Attorney General in administrative appeals and all matters
the programs and services provided by the Enforcement           involving the support and defense of the law and agency
Division administrative staff. This includes oversight of the   policies. Interacts with licensees and the citizens of Texas in
information communicated to the public relative to the          response to questions and queries presented on a range of
complaint process and the status of an open investigation       legal matters involving the Dental Practice Act, the Board’s
within the division. The Supervisor is also charged with        rules, and other applicable statutes and provisions governing
oversight of the agency’s Board Order Compliance Program        the function of a state governmental entity (i.e., Public
and assists the Director of Enforcement in day-to-day matters   Information Act, Open Meetings Act). Legal staff may also
relative to the administration of the Enforcement Division.     handle issues involving personnel, contract, or
                                                                other legal matters.
Compliance Officer
     The Compliance Officer performs post-board order com-      Legal Assistants and Administrative Support
pliance monitoring. Issues monitored by the Compliance               Legal support staff includes a Legal Assistant and an
Officer include board-ordered continuing education, ordered     Administrative Assistant. They assist in the organization of
substance abuse counseling, fine payments etc. Violations of    administrative functions in the Legal Division and serve as
Board Orders are reported to the Administration and             points of contact for matters within the division. The legal
Compliance Supervisor and Director of Enforcement.              support staff also assists the General Counsel and Staff
                                                                Attorneys with case preparation and presentation throughout
Administrative Assistants                                       the informal and formal case resolution processes.
     The Administrative Assistants are assigned up to four
                                                                Summary
investigators. Assistants process incoming complaints, corre-
spondence between the SBDE, Investigators, Respondents               The Enforcement Division and Legal Division work
and Complainants and are responsible for case processing,       together to complete disciplinary matters. Additionally, the
shipping and receiving of evidence and case documentation       Director of Enforcement, the General Counsel, and the
and expediting calls regarding investigative or complaint       Executive Director work closely with the Texas Dental Peer
issues.                                                         Assistance Program in pre- and post-disciplinary chemical
                                                                and mental impairment matters and in on-going investigative
Legal Division                                                  cases involving all dental professionals.

General Counsel and Staff Attorneys                             Geographic Location of the Agency
      The Legal Division, lead by the General Counsel,
                                                                      The SBDE offices are located in the William P. Hobby
represents the agency in legal matters and provides legal
                                                                Jr., Building at 333 Guadalupe, Tower 3, Suite 800, Austin,
counsel and support to members of the Board and agency
                                                                Texas.
staff. Additionally, this division prosecutes cases against
licensees who have violated the Dental Practice Act and/or           Dental Board Investigative Staff are geographically
the Board’s rules and regulations. Attorneys resolve cases      located across Texas in Dallas, Central Texas, Fort Worth,
through informal processes such as initial proposed settle-     San Antonio, Huntsville and Houston. Separate government
ments and informal settlement conferences. Attorneys also       offices for support staff are not maintained at these field
initiate and prosecute formal complaints on behalf of the       locations. Two investigators are located in the SBDE Austin
agency through the formal adjudicative process at the State     headquarters.
Office of Administrative Hearing (SOAH) as well as civil
courts.                                                         Geographic Regions Served by the Agency
                                                                     Concentrations of dental health providers tend to
     The Legal Division is also responsible for agency
                                                                coincide with population concentrations in general, princi-
rulemaking including legal support for new rule initiatives,
                                                                pally along the Interstate Highway 35 corridor and in major
amendments and repeals to Board rules as well as legal
                                                                metropolitan areas. Shortages are acute in East and West
support for the drafting of bills and amendments for
                                                                Texas, the lower Rio Grande Valley and the Panhandle. Since
legislative consideration. The Legal Division advises agency
                                                                location of intended or actual place of practice is not affected


Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015    Page | 22
by licensure, the SBDE does not address affecting any change
in this area.
                                                                  EXHIBIT 4
     Through implementation of field offices in Dallas,           Age
Central Texas, Fort Worth, San Antonio, Huntsville and
Houston, the Board provides ready access to investigators for
health care providers and the public.

HUMAN RESOURCES
      The Dental Board has complex and varied duties that
require experienced and highly skilled employees. The
agency meets this challenge by offering minimum com-
petitive salaries, training opportunities, innovative human
resources policies and a participatory management team.

Staffing Pattern and Profile
     The agency strives to hire qualified employees and seeks
                                                                  EXHIBIT 5
to develop a “team approach” to problem solving in order to
accomplish the SBDE’s mission and to serve the citizens of        Tenure
Texas in an efficient and cost efficient manner.

     Funding for parity was approved by the 80th Texas
Legislature (Regular Session) which has resulted in the
agency seeing stabilization in the Enforcement and Legal
Divisions.

Demographic Age of Employees and Tenure
     Over 51 percent of the Dental Board employees are 50
years or older (See Exhibit 4). Statistics show that almost
one-half of the work force has less than two years of
experience working for the Dental Board. (See Exhibit 5)

Employee Turnover                                                 EXHIBIT 6
     Depicted in Exhibit 6, is the historical turnover rate for   Turnover
the agency. Turnover for the SBDE is markedly higher to that
of other State agencies within Article VIII and statewide.

     As of May 15, 2010, the turnover rate for Fiscal Year
2010 is 15.4 percent. State employees report that they
primarily leave state employment voluntarily. In the last two
to three years, many have reported that higher pay in other
positions, or in the private sector, as the primary reason for
leaving the SBDE.

     Despite high turnover rates reported in past years, the
Dental Board continues to monitor and analyze the reasons
why employees leave the agency. Sixty percent of those
responding to the Texas Employee Exit Survey indicated that
they would want to work for the SBDE again in the future.




Texas State Board of Dental Examiners                                         Agency Strategic Plan 2011-2015   Page | 23
Ethnicity                                                         expertise and employees with less tenure (10 years or less
    Exhibit 7 depicts Dental Board workforce ethnicity as of      service). Consequently the future work force may lack
May 15, 2010.                                                     mission critical skills unless steps are taken to develop less
                                                                  tenured employees.
  EXHIBIT 7
                                                                      The agency will continue to work with divisions on
  Work Force Ethnicity                                            succession plan and developing desired skill sets and
                                                                  competencies for these positions.

                                                                    EXHIBIT 9
                                                                    Retirement Eligibility by Job Category




Projected Retirement Eligibility
     The SBDE could potentially see over 50 percent of its
employees retire within the next 5 to 10 years. Exhibit 8
depicts Dental Board workforce retirement eligibility over the
next six years. Exhibit 9 illustrates retirement eligibility by
job category
                                                                  Bridging the Gap
  EXHIBIT 8
                                                                       In order to address deficits within the agency’s current
                                                                  work force and future demands, four key strategic objectives
  Projected Retirement Eligibility                                that have been incorporated into this work force plan:

                                         Percentage of              1     Attract and develop a skilled work force committed
                        Projected       Total FTEs (FTE                   to outstanding performance.
      Fiscal Year      Retirements         Cap = 37)
          2010               1              2.70%                   2. Retain the right employees for the job.
          2011               2              5.41%
          2012               1              2.78%                   3. Achieve results with a customer-focused,
                                                                       performance-based agency culture.
          2013               2              5.56%
          2014               0               0%                     4. Cultivate leaders among the staff – Doing more
          2015               2              5.56%                      with less.


                                                                  1. Attract and develop a skilled work force
Future Work Force Profile                                            committed to outstanding performance.
     After analyzing work force information gathered from               Goal
agency divisions, it has been determined that the agency work
                                                                             Become the employer of choice.
force currently has the necessary skills to do the required
work. In the next five years, however, the agency could
                                                                        Rationale
experience a shortage of required skills, particularly in
                                                                               There is a competitive job market for qualified
management due to potential retirements and normal attrition.
                                                                        individuals. The agency will continue to reward ex-
                                                                        ceptional performance within statutory limitations, pro-
     There is a potential skills imbalance “gap” between
                                                                        vide staff development through training opportunities,
tenured/skilled employees (employees with 10+ years of
                                                                        provide career opportunities, and support innovation and
service) with institutional business knowledge and technical
                                                                        excellence.


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 24
   Practical Steps                                                    the survey responses to determine appropriate actions
                                                                      for improving retention.
       Create customized recruitment strategies based on
       managers’ staffing goals, current/future program               Grant administrative leave for outstanding perform-
       priorities and specific job vacancies.                         ance.
                                                                      Establish flexible work schedules to retain staff and
       Provide assessment tools to identify applicants who            meet the needs of the agency using:
       have an aptitude for the position for which they apply.
                                                                          Telecommuting.
       Offer alternative work schedules to attract applicants,            Flexible Hours.
       telecommuting and flexible work hours.
                                                                          Provide professional development training in the
       Identify and cross-train employees.                                employee’s career field.
                                                                          Expand the Wellness Program to promote organi-
2. Retain the right employees for the job.                                zational satisfaction, reduce employee stress, and
                                                                          reduce turnover.
   Goal                                                                   Ensure the Employee Assistance Program makes
       Ensure that the Dental Board work force has the                    regular presentations to staff on topics of interest,
   appropriate skills, knowledge and motivation to achieve                such as stress in the work place, employee
   the agency mission.                                                    burnout, and prevention strategies.
                                                                          Implement an agency recognition program to
   Rationale                                                              ensure that employees know that their work is
       The Dental Board, like many State agencies, faces the              valued and appreciated by:
   threat of high turnover due mostly to salary limitations.                   Providing non-monetary incentive awards for
   The loss of experienced, trained employees directly                         high-performing employees.
   impacts service delivery. To address the deficits between                   Have management send notes, memos, and e-
   the current work force and future demands, the agency has                   mails, thanking and congratulating employees
   developed several practical steps based on a range of                       who perform exceptionally well on special
   factors identified by analyzing the agency and its work                     projects or provide exceptional customer
   force.                                                                      service to internal and external customers.
                                                                          Recognize employees who align and support the
   Practical Steps                                                        vision and mission of the agency.

       Implement a fair compensation program intended to                  Provide training for supervisors and managers on
       retain and reward employees.                                       topics of agency policy and positive performance
                                                                          to ensure that new employees receive better on-
       Develop strategies to address turnover, including:                 the-job training.
             Ensure sufficient full-time employees (FTEs) are             Explore opportunities for job rotation for employ-
             available for the volume of work to be                       ees in extremely difficult and stressful jobs.
             accomplished.
             Provide a realistic preview of the job during the
             interview process.                                  3. Achieve results with a customer-focused,
             Ensure that supervisors set clear expectations of
                                                                    performance-based agency culture.
             new hires (and all employees).
             Assign an experienced employee as a peer              Goal
             mentor in the same job to assist the new                   Improve the quality of services we provide to our
             employee in acclimating to the new position and       customers both external and internal.
             ensure support from the supervisor; and
             Have the supervisor, or division director, hold       Practical Steps
             frequent meetings with the new employee to              Exemplify customer service from the top down.
             provide immediate feedback and information on
                                                                     Value your employees so they can value your cus-
             how to improve within the position.
                                                                     tomers.
       Encourage separating employees participate in the
                                                                     Align the organization around the customer-focused
       State Auditor Office Exit Survey process and analyze
                                                                     vision.
          Measure progress at the individual, team and                   Align all internal systems and components for con-
          organizational levels                                          sistency.



Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015    Page | 25
          Reward and recognize people who embody the                      development. Include a strong focus on leading and
          desired culture.                                                managing people.
          Coach employees who do not reflect the desired                  Identify individuals who can offer coaching and
          culture.                                                        mentoring.
      Consistently monitor the level of customer satisfaction.            Identify individuals externally who can offer coaching
                                                                          and mentoring.
4. GROW leaders among the staff.                                          Develop and implement training activities that meet
      G–    Goal      What do you want?
                                                                          individual needs.
      R –   Reality   What is happening now?                              Set a vision for agency improvement and create a
      O–    Options   What could you do?                                  leadership strategy to achieve this vision.
      W–    Will      What will you do?                                   Create job descriptions and role profiles to reflect
                                                                          improvement objectives and opportunities for leaders
   Goal                                                                   to develop new skills.
      Provide employees with developmental opportunities,                 Establish a collaborative approach to encouraging
   challenges and training designed to expose them to new                 leadership.
   and increased responsibilities.                                        Document and benchmark the evaluation process.
                                                                          Develop a culture for learning.
   Rationale
       Workload increases while resources dwindle. The
   agency finds their value compromised when there are
                                                                   SUCCESSION PLANNING
   rigid fiscal limitations. The answer lies in leveraging the          Management promotes succession planning and the
   power of the people who work in the agency every day by         development of future organizational leaders through mentor-
   empowerment to use and implement creative method-               ing, on-the-job training, and cross-training.
   ologies. By developing the leadership abilities of all staff,
   we bring greater meaning and satisfaction to the work we             The agency is implementing an updated performance
   do and increase the performance of our team.                    evaluation process. The revised performance appraisal
                                                                   process will allow for the inventory of position competencies
   Practical Steps                                                 and skill requirements and include an employee professional
       Identify staff who would benefit from coaching and          development plan. This model will also include the inte-
       mentoring to aid their transition into a new role and       gration of employee job descriptions, accomplishments and
       development within it.                                      specific behaviors expected for each performance rating as
                                                                   well as manager/employee feedback.
       Identify the nature of the coaching or mentoring that
       would best support the staff member’s induction and




                                               “Make a Difference”                                INFORMATION



                    Visualize
                       to                                                PROCESSES
                    Modernize                                                                      Stimulate
                                                                                                       to
                                               SERVICES                                            Innovate


                      FUNCTIONS
                                               “Do More with Less”




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 26
HISTORICALLY UNDERUTILIZED                                      Objective of the Dental Board’s HUB Program
BUSINESSES (HUBs)                                                     To make a good faith effort to include historically under-
                                                                utilized businesses through purchasing and public works
Statewide HUB Program                                           contracts and subcontracts and include HUBs in at least. 30
     In accordance with the Texas Government Code,              percent of its total value of all purchases and contracts to
Sections 2161.181-182 and Section 111.11 of the Texas           certified HUBs.
Administrative Code (TAC), state agencies shall make a good
faith effort to utilize HUBs in contracts for construction,          In FY 2009, the SBDE surpassed the statewide goals set
services (including professional and consulting services) and   for HUB purchasing in Professional Services and Commodity
commodity procurements.                                         Purchasing as shown in Exhibit 10. Of the six goals
                                                                established, only two apply to the Dental Board:
Dental Board HUB Program                                               Professional Services
     The Dental Board’s internal HUB Program, administered             Commodity Purchasing
by the Administration Division, works to procure products
and services for agency users. The Director of Administration     EXHIBIT 10
identifies HUBs to ensure they have an equal opportunity to       HUB Goals
bid on agency contracts and related subcontracts.

Mission Statement for the Dental Board’s
HUB Program
      The SBDE mission is to advocate the participation of
HUBs in the SBDE’s procurements and contracts and remain
committed to providing procurement and contracting oppor-
tunities for minority and women-owned businesses.


Goal of the Dental Board’s HUB Program
     To establish and carry out policies governing purchasing
and public works contracting that foster meaningful and
substantive inclusion of historically underutilized business.
                                                                Good Faith Efforts to meet HUB Goals
     This goal is based on the results of the Texas Disparity        The SBDE utilizes the Texas Procurement and Support
Study which established six statewide goals based on the        Services’ (TPASS) Centralized Master Bidder List and other
availability and utilization of HUBs.                           sources in bidding for delegated services.

Strategy of the Dental Board’s HUB Program                          There are three constraints that hamper the SBDE’s HUB
                                                                purchasing percentage:
    To develop and implement a plan for increasing the use
of HUBs through purchasing and public works contracts and              Expenditures that are contracted by other agencies.
subcontracts.
                                                                       Expenditures that are proprietary and can only be
                                                                       awarded to one vendor.
Measures of Success
                                                                       Awards for bids must go to the lowest qualified
  Outcome Measure:
                                                                       bidder, which oftentimes is not a HUB vendor.
        Percent of agency dollars spent on HUBs.
                                                                Agency HUB Strategic Plan Progress Report
  Output Measures:
                                                                     In accordance with Texas Government Code, Title 10,
       Number of HUB contractors and subcontractors
                                                                Subtitle D, Section 21661.124, the agency’s internal HUB
       contacted for bid proposals.
                                                                Program prepares a report for each fiscal year documenting
        Number of HUB contracts and subcontracts awarded.       the progress under its plan for increasing the use of HUBs in
       Dollar value of HUB contracts and subcontracts           accordance with a prescribed reporting format as developed
       awarded.                                                 by TPASS. The report is included in the agency’s Annual
                                                                Financial Report of Non-financial Data.



Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015    Page | 27
HUB Training and Education                                       stakeholders, consultant shortages continue to occur,
                                                                 especially in certain geographic areas of the state such as
     The agency’s HUB Coordinator attends training
                                                                 West Texas (El Paso, Lubbock, Amarillo, Midland/Odessa)
seminars and vendor expositions in order to locate potential
                                                                 and East Texas (Huntsville, College Station and Lufkin).
HUB vendors. At HUB training seminars staff have the
                                                                 Future efforts to encourage licensees to volunteer consultant
opportunity to learn about HUB legislation, HUB goals and
                                                                 services will be concentrated in these areas. The lack of
overall HUB program objectives.
                                                                 funding to compensate consultants makes recruiting difficult
                                                                 however.
Utilization of Consultants
SBDE Staff Dentist                                                 IV.

     The agency has employed a dental professional who
                                                                 FISCAL ASPECTS
serves part-time reviewing Standard of Care Cases and serves
as a dental expert during Board litigation.
                                                                 Size of Budget
                                                                      The SBDE is totally self-supporting and responsible for
Texas Dental Professional
                                                                 collecting $4.9 million in legislative appropriations as well as
Consultant Recruitment
                                                                 $700,173 in other direct and indirect costs. Direct and indirect
     Consultants possess the skill, experience, training or      costs include, but are not limited to, benefits for SBDE
education in areas of practice that may or may not be            employees, which must be matched by the agency and bond
represented by dental members of the Board. They play an         debt service payments, i.e., lease payments.
important role in the Board’s duties to identify improper or
substandard care, to protect public dental health and safety           Revenue to support operations is directly deposited to the
and to promote high practice standards for all dental            General Revenue Fund.          From this fund, monies are
professionals. As expert witnesses as defined by Texas Rules     appropriated to the SDBE to cover expenditures. Generated
of Evidence, Consultants also testify on the Board’s behalf at   revenue to support operations comes from statutory fees
SOAH, and may be called upon to testify in other Board           relating to licensing, credentialing and fines. These fees are
hearings in their respective areas of expertise.                 increased, as a matter of law, when the SBDE receives
                                                                 additional appropriations.
     The SBDE maintains a roster of Consultants who
volunteer their time and expertise to review cases and testify         For the FY 2010-11 biennium, the SBDE received
on standard of care issues on the Board's behalf at SOAH.        $4,946,563 in legislative appropriations from the General
Consultants do not make recommendations for action on            Revenue Fund. This appropriation increased the salaries of
cases. The current consultant roster is comprised of             employees to achieve parity with other state agencies, funded
consultants representing general dentistry and specialties       the agency’s portion of the HPC Database Migration project,
within dentistry.                                                granted two new FTE’s for the legal division, increased the
                                                                 Executive Director’s salary and included a Rider appropria-
     In 2009, the Board approved 23 new consultants which        tion implementing Senate Bill 455 relating to the regulation of
also added dental anesthesia to the represented specialty        dental assistants. The appropriation also funds our contri-
areas. Each consultant must complete a training program          bution to the services provided by the Health Processions
provided by the Board before they review cases. Consultants      Council (HPC). The HPC coordinates the regulatory efforts
review cases from geographic areas other than their practice     among the various healthcare licensing boards.
location to avoid any conflict of interest. Each Consultant is
required by contract with the SBDE to report any potential or    Budgetary Limitations
perceived conflict of interest on any case they may review,           The agency has been able to stabilize the turnover rate
and are bound to recuse themselves from reviewing a case         because of the parity granted by the 81st Legislature, however
where a conflict may exist.                                      there are many needs unmet in the area of equipment and
                                                                 technology.
     The Board continues to recruit and accept applications
                                                                      During FY 2010 agencies were required to reduce their
from practitioners interested in volunteering their time to
                                                                 budgets by five percent for the biennium and lapse the funds.
review cases. Each application is carefully screened, and a
                                                                 Positions were left unfilled and other reductions in
full background check is conducted by the Enforcement
                                                                 expenditures were required. The baseline for the FY 2011-
division before an application is presented to officers of the
                                                                 2012 appropriation request will begin at the 95 percent level.
Board for review. Despite efforts by the Board and industry



Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015    Page | 28
FISCAL PERSPECTIVE                                                           investigators, and to ensure a level of officer safety for
                                                                             investigators who support local law enforcement efforts
Current Budget Needs                                                         with criminal investigations.
      At our current level of funding, the Dental Board will
have a difficult time in meeting its goal of ensuring that Texas        V.
citizens receive the highest quality dental care. Although the
workforce has stabilized somewhat, new employees require              SERVICE POPULATIONS
training before they are able to function at the level required
                                                                            As the State of Texas continues to move forward into the
to meet our performance goals.
                                                                      21st century, the state’s population will continue to increase as
     The five percent reduction in appropriations affects the         new residents continue to move to Texas. This is due in part
agency in many ways. The agency has not filled two FTE                to the Texas economy adding jobs at a faster rate than the
positions, delayed replacement of computer server equipment           U.S. economy.
that has reached normal life expectancy, and has reduced the
                                                                           As the general population grows so does the need to
number of Board meetings in an effort to reduce expenditures.
                                                                      safeguard the dental health of Texans. This is achieved
                                                                      through the licensing of qualified individuals who provide
Future Budget Needs
                                                                      dental care and through the sanctioning of licensed and
     For the FY 2011-2012 biennium, the agency will request
                                                                      registered dental professionals who violate the laws and rules
additional funding in its Legislative Appropriations Request.
                                                                      regulating dentistry. These programs are administered by the
The most important fiscal issues the agency faces in the next
                                                                      Dental Board.
biennium are:

  Update the agency’s technology needs.                               Citizens of Texas
      The agency needs to replace antiquated computer                      General population growth, reflecting the state’s relative
                                                                      high birth rate and continued positive net migration of new
      hardware. This includes servers and office computer
                                                                      residents, will drive the state’s total population of 25 million
      hardware and peripherals.
                                                                      current residents to an estimated 27 million by the year 2016.
      To make the transition to a paperless environment, the          Exhibit 11 illustrates the Texas projected population and
      agency seeks to procure laptops for Board Members               component changes through 2016.
      and Statutory Committee members for use during all
                                                                            As the general population in Texas grows, especially in
      open meetings.
                                                                      the border regions and major metropolitan areas of the State,
      The purchase of laptops will also enable the agency to          so grows the need for additional funding for Dental Board
      conduct staff training with greater ease and efficiency.        staff and for resources.

      Purchase and upgrade software licensing in an effort to              In order for the Dental Board to continue in its mission
      increase and improve our method of communication                to protect the citizens of Texas, additional funding will need
      with stakeholders.                                              to be secured if it is to continue efforts to protect the public,
      Lease vehicles for field investigators as a measure of          license and register qualified individuals and prosecute
      safety in carrying out investigations and as a cost-            violators of the law. An increase in the population will
      saving measure for out-of-pocket expenses for                   require an increase in staff.


    EXHIBIT 11         Texas Population Projections and Components of Change: 2011 to 2016
                                                    Annual Change*                          Components of Change*


             Year            Population         Amount             Percent         Births        Deaths        Net Migration
             2011            25,352,959         357,169             1.4%          407,859        175,504           124,154
             2012            25,704,298         351,339             1.4%          411,448        178,715           114,669
             2013            26,047,623         343,325             1.3%          413,422        181,944           110,347
             2014            26,388,709         341,086             1.3%          414,015        185,377           112,431
             2015            26,729,946         341,237             1.3%          413,850        188,904           116,147
             2016            27,070,176         340,229             1.3%          413,180        192,451           118,753
                                                                      Dental Professional Population
        *For years from July to June (Source: Texas Comptroller of Public Accounts, Fall 2007 State Economic Forecast)


Texas State Board of Dental Examiners                                                       Agency Strategic Plan 2011-2015   Page | 29
Licensure, Certifications and                                      of final or pending disciplinary action in any jurisdiction in
Registrations Requirements                                         which the applicant is or has been licensed; has passed a
                                                                   national written examination relating to dentistry; has passed
DENTAL BOARD MISSION                                               a state or regional general dentistry clinical examination; has
      As a part of its mission, the Dental Board is charged        successfully passed background criminal checks for criminal
with licensing and registering qualified individuals who           or fraudulent activities; has submitted documentation of
provide dental care. Set forth below, and on the following         current cardiopulmonary resuscitation certification (CPR); has
page, are the types of licensure, certifications and registra-     successfully completed the SBDE’s Jurisprudence
tions issued by the agency:                                        Assessment and submits proof of completion of 12 hours of
                                                                   continuing education taken within the 12 months preceding
DENTAL LICENSURE                                                   the date of licensure application.
      There are four methods by which an individual may be
licensed as a dentist: by examination, by credentials, by          Dental Licensure by Specialty Examination
specialty examination and temporary licensure. There is one              Dental Licensure by Specialty Examination must (1)
method of licensure for foreign-educated applicants.               Successfully complete training in an ADA-approved specialty
                                                                   in an education program that is accredited by CODA; (2)
    Dentists holding a retired status Texas Dental License         Accreditation of the American Dental Association; or have
may practice dentistry if the practice consists solely of
                                                                   been certified by an American Dental Association approved
volunteer charity care.
                                                                   specialty board that the applicant is, or at any time, was
     Since March 1, 2004, all part- and full-time salaried         recognized as "Board Eligible"; (3) Be currently and actively
position dental faculty members who do not hold an existing        licensed in another state, the District of Columbia, or territory
active dental license but provide direct patient care must hold    of the United States provided that such licensure followed
a Faculty License.                                                 successful completion of a general dentistry examination
                                                                   administered by another state or regional testing service.; (4)
     All applicants for either of these methods must be at least
21 years of age and not have been convicted of an offense          Have taken and passed a specialty examination administered
which bears directly on the applicant’s fitness to be licensed     by a regional examining board designated by the SBDE and
and.                                                               (5) Complete all criteria for general licensure as outlined in
                                                                   SBDE Rule 101.1(a).
Dental Licensure by Examination
      Dental Licensure by Examination requires graduation          Dental Licensure for Foreign-Educated
from a dental school accredited by the Commission on Dental        Applicants
Accreditation (CODA) of the American Dental Association                  Dental Licensure for Foreign-Educated applicants
(ADA); proof of having passed the examination for dentists in      requires graduation from a dental school and successful
its entirety given by the National Board of Dental Examiners;      completion of an ADA-approved specialty education pro-
proof of having taken and passed in its entirety the               gram that is accredited by CODA and that consists of at least
appropriate clinical examination administered by the               two years of training. Acceptable specialties are: Endo-
designated regional examining board; proof of successful           dontics, Periodontics, Oral and Maxillofacial Pathology, Oral
completion of a current course in basic life support, successful   and Maxillofacial Surgery, Oral and Maxillofacial Radi-
completion of the SBDE’s Jurisprudence Assessment and              ology, Orthodontics and Dentofacial Orthopedics, Pediatric
successful completion of a criminal background check.              Dentistry, Dental Public Health, or Prosthodontics.

Dental Licensure by Credentials                                         Dentists who meet the educational requirements cited
      Dental Licensure by Credentials requires graduation          above must successfully complete a general dentistry clinical
from a dental school accredited by CODA of the ADA;                examination administered by a regional examining board
completion of a Level II background information report from        accepted by the SBDE. Applicants must also provide proof of
the Professional Background Information Service (PBIS);            current CPR and successful completion of the SBDE
passing of a national or other examination recognized by the       Jurisprudence Assessment.
Board relating to dentistry; has practiced dentistry for a
minimum of three years out of the five years immediately           Dental Temporary Licensure by Credentials
prior to applying or as a dental educator for a minimum of              Dentists applying for temporary licensure by credentials
five years immediately preceding application to the Board; is      must complete a fingerprint criminal background check;
endorsed by the state board of dentistry that has jurisdiction     successfully complete in its entirety the ADA National Board
over the applicant’s current practice, has not been the subject    examinations; successfully complete in its entirety a regional



Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015     Page | 30
or state board examination; copy of diploma, transcript or a        Anesthesia Permits
letter of successful completion of a dental program which                 All dentists wishing to administer sedation beyond local
must be signed by the Dean or Registrar recognized by               anesthesia or oral anxiolytic medications must be issued a
CODA of the ADA. Verification of dental employment with             permit by the SBDE. Practitioners offering parenteral or
a Texas non-profit corporation that accepts Medicaid                general anesthesia services outside their offices, or any of
reimbursement; verification from employer that a Medicaid           their satellite offices, must first be approved for portability of
Identification Number has been issued and is current;               those privileges. Exhibit 16 shows the total number of
verification/certification of licensure issued to the applicant     Anesthesia Permits issued by Fiscal Year.
by a dental board in each state, territory of the U.S., or
District of Columbia in which licensure is held. Practitioner       FEDERAL AND STATE CONTROLLED
Report obtained from the National Practitioner Data Bank or         SUBSTANCES PROGRAMS
the American Association of Dental Boards. Proof of 12
hours continuing education taken within the year preceding
                                                                    Drug Enforcement Administration (DEA)
submission of the application. Copy of current CPR
                                                                    Controlled Substances Registration Program
certification, social security card and proof of successful
                                                                         Due to their abuse potential, items identified by the US
completion of the SBDE Jurisprudence Assessment.
                                                                    Department of Justice, Drug Enforcement Administration
                                                                    (DEA) or the Texas Department of Public Safety (DPS) as
Dental Faculty Licensure
                                                                    controlled substances are subject to extensive licensing,
     Dentist faculty members who provide direct patient care        registration, storage, security, use, and disposal requirements.
that serve in a part- and full-time salaried faculty position
must gain licensure within six months of employment. Once                 Controlled substances are materials containing any
the faculty license is issued, dental practice will be limited to   quantity of a substance with a stimulant, depressant, or
the employing school.                                               hallucinogenic effect on the higher functions of the central
                                                                    nervous system, and having the tendency to promote abuse or
     Faculty applicants are required to submit proof of             physiological or psychological dependence, as designated in
graduation from a dental school; obtain endorsement of the          state and federal controlled substance schedules.
application from the Dean, Department Chair, or Program
Director of the employer-school and take and pass the SBDE               Texas licensed dentists who prescribe controlled sub-
Jurisprudence Assessment.                                           stances from Schedules I through V are required to register
                                                                    with the DEA after completing the Texas Controlled
    A faculty license expires upon termination of employ-           Substances Registration Program. Dentists are required to
ment from the employer school.                                      renew their DEA registration every three years.

Application for Voluntary Charity Care
by Dentists                                                         Texas Controlled Substances Registration Program
                                                                         This program is administered by the Texas Department
     Dentists who hold a retired status Texas Dental License
                                                                    of Public Safety (DPS) and was established as a result of the
interested in the practice of volunteer charity dental care must
                                                                    passage of the Texas Controlled Substances Act in 1973.
make written request to the Board. The practice of dentistry
must consist solely of volunteer charity care. Voluntary
                                                                          This program involves the registration of persons or
charity care is defined as the direct provision of dental
                                                                    institutions that manufacture, distribute, analyze, or dispense
services to indigent or critical need populations within the
                                                                    controlled substances in Texas. Registrants include practi-
State of Texas, without monetary compensation. All
                                                                    tioners (dentists, medical doctors, veterinarians, podiatrists,
requirements for participating in this program are clearly
                                                                    etc.), mid-level practitioners (advanced practice nurses and
outlined in SBDE Rule 101.7.
                                                                    physicians assistants), teaching institutions, pharmacies,
                                                                    hospitals, manufacturers, distributors, etc.
     Dentists performing voluntary charity dental care must
complete six hours of annual continuing education and shall               The purpose of registering these individuals and institu-
execute a written agreement with the facility where services        tions is to attempt to more effectively control the diversion of
are offered to retain the right of access to all dental record      controlled substances from legitimate channels and to pro-
resulting from the provision of such services. Lastly, the          mote public health and welfare by controlling legal drug
dentist providing voluntary charity dental care may not             trafficking. A Texas DPS Controlled Substances Permit is
prescribe or administer controlled substances under Drug            renewed annually.
Enforcement Administration (DEA) Schedules I or II.



Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015     Page | 31
TEXAS PRESCRIPTION PROGRAM                                         of the ADA; completion of a Level II background information
     This program, administered by the Texas Department of         report from the Professional Background Information Service
Public Safety (DPS) was created by the Texas Legislature in        (PBIS); verification of graduation from an ADA-accredited
1982 to monitor Schedule II controlled substance prescript-        dental hygiene school; successful completion in its entirety of
tions. On September 1, 2008, the Texas Legislature ex-             the ADA National Boards; verification of dental hygiene
panded the program to include the monitoring of Schedule III       clinical examination (state or regional); verification of
through V controlled substance prescriptions.                      licensure in all states where current licensure is/was held;
                                                                   current CPR certification in basic life support; verification of
     Practitioners in Texas use single and triplicate copy         dental hygiene practice for at least three of the five years
forms, issued by DPS to write Schedule II controlled               preceding application being made to the SBDE or verification
substances. These prescription forms are only obtained from        of employment as a dental hygiene educator for five years
the Texas Prescription Program.                                    preceding application to the SBDE; and submission of two
                                                                   character references and completion of a fingerprint criminal
     Diversion of prescription drugs is a significant abuse        background check.
problem, and this program was created to be an efficient, cost
effective tool for investigating and preventing drug diversion.    Dental Hygiene Temporary Licensure
Although controlled substances have valid medical uses, they       by Credentials
also have potential for abuse and addiction. This program                Dental Hygienists applying for temporary licensure by
seeks to control misuse by following controlled substances,        credentials must complete a fingerprint criminal background
from manufacturing to distribution to the point of ultimate        check; successfully complete in its entirety National Boards
use.                                                               or equivalent exam recognized by the SBDE as relating to
                                                                   dental hygiene; successful completion in its entirety a regional
Professionals Relationships and Peer Assistance                    or state board examination; when making application must
     Covered later in this report is a brief overview of the       submit a copy of their diploma, transcript or a letter of
SBDE’s on-going relationship with the DPS and Drug                 successful completion of a dental hygiene program which
Enforcement Agency (DEA) and its establishment of a Peer           must be signed by the Dean or Registrar. Verification of
Assistance Program to help chemically and mentally impaired        dental hygiene employment with a Texas non-profit
dental professionals.                                              corporation that accepts Medicaid reimbursement. Docu-
                                                                   mentation from the employer that a Medicaid Identification
DENTAL HYGIENE LICENSURE                                           Number has been issued and is current; Verification of
                                                                   licensure issued by each state, territory of the U.S., or District
     There are three methods by which an individual may be
                                                                   of Columbia in which licensure is held. Submit two letters of
licensed as a dental hygienist: by examination, by credentials
                                                                   character reference and proof showing completion of 12 hours
and temporary licensure by credentials. All applicants for
                                                                   of continuing education taken within the year preceding
either of these methods must be at least 18 years of age, a
                                                                   submission of the application to the SBDE. Applicants must
graduate of an accredited high school or hold a certificate of
                                                                   provide a copy of current CPR certification, social security
high school equivalency (GED), be a graduate of a recognized
                                                                   card, and proof of completion of the SBDE Jurisprudence
and accredited school or college of dentistry or dental hygiene
                                                                   Assessment.
approved by the SBDE.
                                                                   Dental Hygiene Faculty Licensure
Dental Hygiene Licensure by Examination
                                                                        Dental Hygiene faculty members who provide direct
      Dental Hygiene Licensure by Examination requires
                                                                   patient care that serve in a part- and full-time salaried faculty
graduation from a dental hygiene school accredited by CODA
                                                                   position must gain licensure within six months of
of the ADA; proof of having passed the National Board
                                                                   employment. Once the faculty license is issued, dental
Examination for dental hygienists in its entirety; passed in its
                                                                   hygiene practice will be limited to the employing school.
entirety the appropriate clinical examination administered by
an SBDE-accepted regional examining board; proof of
                                                                        Faculty applicants are required to submit proof of
completion of a current course in basic life support, successful
                                                                   graduation from a dental hygiene school; obtain endorsement
completion of the SBDE Jurisprudence Assessment and a
                                                                   of the application from the Dean, Department Chair, or
fingerprint criminal background check.
                                                                   Program Director of the employer-school and take and pass
                                                                   the SBDE Jurisprudence Assessment. A faculty license
Dental Hygiene Licensure by Credentials
                                                                   expires upon termination of employment from the employing
     Dental Hygiene Licensure by Credentials requires              school.
graduation from a dental hygiene school accredited by CODA


Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015     Page | 32
Dental Laboratory Registrations                                   hours of clinical and didactic education in pit and fissure
      Dental Laboratory owners or managers must employ a          sealants taken through a CODA-accredited dental, dental
Certified Dental Technician (CDT) certified by a nationally       hygiene, or dental assisting program approved by the SBDE.
recognized board of certification for dental technology and
who is on the premises at least 30 hours per week. Dental              Dental Hygienists who graduated from an accredited
Laboratories making initial application to the Board are also     dental hygiene program after December 31, 1980 may apply
required to successfully complete the SBDE Jurisprudence          pit and fissure sealants without an additional certification
Assessment.                                                       issued by the SBDE. Since sealant application became a
                                                                  component of standard dental hygiene curriculum in 1981,
OPTIONAL CERTIFICATIONS                                           dental hygienists who graduated before December 31, 1980,
Dental Assistants and Dental Hygienists                           must obtain certification for sealants by submitting a written
                                                                  request to the Board and provide information relative to the
Radiology Certification                                           school attended and date graduated.
Registered Dental Assistant (RDA) Credential
      Dental Assistants who make radiographs in Texas must        Coronal Polishing Certification
successfully register with the dental Board. Registration               Dental Assistants interested in practicing coronal
involves one of two methods: (1) Taking and passing a             polishing techniques must qualify and apply to the SBDE for
course given by a Dental Board-approved course provider or        certification. To qualify a dental assistant must successfully
(2) Providing proof of certification issued by the Dental         complete one of three available options. All dental assistants
Assistant National Board along with a Certification of            must provide proof of two years of dental assisting work
Completion of the SBDE Jurisprudence Assessment. All              experience.
Dental Assistants must also provide proof of a current CPR
certification and a copy of their social security card, to             Option One requires successful completion of a coronal
validate employment eligibility.                                  polishing course given by a CODA-accredited Dental Assist-
                                                                  ing Program. Option Two requires a Dental Assistant to
     The RDA courses given by Dental Board-approved               provide a copy of coronal polishing exam results issued by the
providers consist of three components: Radiology, Infection       Dental Assistant National Board (DANB) and a copy of their
Control and Texas Jurisprudence.                                  Certificate of Completion for the SBDE Jurisprudence
                                                                  Assessment. Option Three requires proof of graduation from
Nitrous Oxide Monitoring Certification                            a CODA-accredited Dental Assisting Program of the ADA
                                                                  that includes didactic course work and clinical training in
     Dental Hygienists and Dental Assistants must complete
                                                                  coronal polishing and proof of completion of the SBDE
successfully complete a course in basic life support and
                                                                  Jurisprudence Assessment.
provide proof of completion of the SBDE Nitrous Oxide
Monitoring Certification Examination dated before February
1, 2007 or completion of an SBDE-approved qualifying              DENTAL PROFESSION
course which must be dated after February 1, 2007. The            POPULATION DEMOGRAPHICS
qualifying course must consists of a minimum 8 hours of           HISTORICAL TRENDS
didactic education and testing in monitoring of the
                                                                       As the general population in Texas grows so does the
administration of nitrous oxide taken through a CODA-
                                                                  need for licensed and registered dental professionals to meet
accredited dental, dental hygiene of dental assistant program,
                                                                  the demand for dental care. Exhibit 12 through Exhibit 25
approved by the board.
                                                                  show the trend in licensure and optional permits issued by
                                                                  fiscal year.
     Dental Hygienists who have received training in a non-
Texas dental hygiene program seeking Nitrous Oxide
Certification need to successfully complete he SBDE Juris-        CURRENT DEMOGRAPHICS
prudence Assessment.                                                  Current the Dental Board regulates approximately:
                                                                           16,828      Dentists
Pit and Fissure Sealant Certification                                      12,674      Dental Hygienists
      Dental Assistants interesting in applying Pit and Fissure            26,498      Dental Assistants
Sealants must qualify and apply to the Dental Board for                     1,050      Dental Laboratories
certification. Dental Assistants must provide proof of at least                27      Mobile/Portable Dental Facilities
two years of experience as a dental assistants, successfully
                                                                      Dental Board Work Force: 33 Full Time Employees
complete a course in CPR and complete a minimum eight


Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015   Page | 33
Dentist Licensure by Examination                                           Dentist Faculty Licensure
  EXHIBIT 12                                                                 EXHIBIT 14
  Dental License by Examination Trend                                        Dentist Faculty Licensure Trend
  * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010             * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Dentist Licensure by Credentials                                           Dentist Charity License Applicants
(Includes Temporary Licenses Issued)                                       (Held by Retired Dentists)

  EXHIBIT 13                                                                 EXHIBIT 15
  Dental Licensure by Credentials Trend                                      Dentist Charity Licensure Applicant Trend
  * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010             The Charity Licensure Program was started in FY 2006.
                                                                             * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




        Anesthesia Permits Issued to Dentists
          EXHIBIT 16
          Anesthesia Permits Issued to Dentists
          * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Texas State Board of Dental Examiners                                                           Agency Strategic Plan 2011-2015        Page | 34
Dental Hygiene Licensure by Examination                           Nitrous Oxide Monitoring Certification
                                                                  Optional Certification for Hygienists and Assistants
 EXHIBIT 17
 Dental Hygiene Licensure by Exam Trend                             EXHIBIT 20
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010     Nitrous Monitoring Certification Trend
                                                                    * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Dental Hygiene Licensure by Credentials                           Pit and Fissure Sealant Certification
(Includes Temporary Licenses Issued)                              Optional Certification for Hygienists and Assistants

 EXHIBIT 18                                                         EXHIBIT 21
 Dental Hygiene Licensure by Credentials Trend                      Pit and Fissure Sealant Certification Trend
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010     * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Dental Hygiene Faculty Licensure                                  Registered Dental Assistant (RDA Credential)
                                                                  Optional Certification (Radiology)
 EXHIBIT 19
                                                                    EXHIBIT 22
 Dental Hygiene Faculty Licensure Trend
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010
                                                                    Dental Assistant RDA Registration Trend
                                                                    * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015         Page | 35
Coronal Polishing Certification                                   License and Registration Renewal Process
                                                                  Texas dentists, registered dental hygienists, dental assistants
 EXHIBIT 23
                                                                  who hold the Registered Dental Assistant (RDA) credential
 Coronal Polishing Certification Trend                            and registered dental laboratories may renew their license or
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010   registration through the Texas Online (Texas.gov) online
                                                                  portal using a major credit card, debit card or pay by elec-
                                                                  tronic check. Payment may also be made by mail sent
                                                                  directly to the Dental Board is accepted as well.
                                             125 Certificates
                                              issued thus far
                                                                       Licensees and registrants are mailed a reminder post card
                                                in FY 2010
                                                                  60 to 90 days prior to the expiration date listed on their
                                                                  registration certificate. (See Exhibit 26)

                                                                       A cancelled license or registration cannot be renewed.
                                                                  Licensees or registrants are permitted to pay their registration
                                                                  within one year of the expiration date and will be assessed a
                                                                  penalty as set by statute.
Dental Laboratory Registrations
                                                                    EXHIBIT 26
 EXHIBIT 24
 Dental Laboratory Registration Trend                               Dental Board Reminder Post Card
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




                                                                  Renew Online Process
Portable/Mobile Dental Facility Permits                                 Licensees and registrants can easily renew online by
                                                                  visiting: www.tsbde.state.tx.us/RenewOnline where they learn
 EXHIBIT 25
                                                                  about the process and are forwarded to the Texas.gov website
 Portable/Mobile Dental Facility Permit Trend                     to complete their renewal.
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010
 Total Permits Issued in 2010: 27                                      When Texas.gov notifies the Dental Board that the
                                                                  online renewal payment has been received the Licensee’s
                                                                  record is updated in the Dental Board database and the annual
                                                                  registration certificate is issued and mailed to the licensee.
                                                                  Exhibits 27 through 32 shows the online statistics by
                                                                  licensing population.

                                                                  Renew By Mail Process
                                                                       Licensees can renew by mail in addition to renewing
                                                                  online. Renewal forms for each licensee population are
                                                                  available on the SBDE website. A licensee may also contact
                                                                  the SBDE to request a renewal form be mailed to them if they
                                                                  wish.



Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 36
Dentists Renewals Online                                           Dental Laboratory Renewals Online
  EXHIBIT 27                                                         EXHIBIT 30
  Dentist Online Renewals                                            Dental Laboratory Renewals Online
  * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010     * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Dental Hygienist Renewals Online                                    Dental and Dental Hygiene
                                                                    Initial Licensure Online or by Mail
  EXHIBIT 28                                                            Dentists and Dental Hygienists may apply for Initial
  Dental Hygienist Online Renewals                                 Licensure by Examination online or by mail. Application is
  * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010   completed through the Texas.gov portal. Applicants must
                                                                   follow-up with the Dental Board providing a paper copy of
                                                                   all certified and notarized copies of successful completion
                                                                   of programs and examinations.
                                                                    EXHIBIT 31
                                                                    Online Initial Licensure by Exam –
                                                                    Dentists Trend
                                                                    * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Dental Assistant RDA Renewals Online
     Dental Assistants were offered the option of renewing
online starting in 2009.
 EXHIBIT 29
                                                                    EXHIBIT 32
 Dental Assistant
 RDA Credential Online Renewals                                     Online Initial Licensure by Exam –
 * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010
                                                                    Dental Hygienists Trend
                                                                    * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010




Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015        Page | 37
 VI.

TECHNOLOGICAL DEVELOPMENTS
Dental Board Technology Plan
     Technology is present in every area of our lives and the Dental Board continues to deploy innovative technology solutions that meet
our business needs, increase interagency collaboration, and deliver exemplary services to Texans.
     Over the last biennium, the Dental Board has worked together with other state agencies to strengthen the foundation of the state’s
technology infrastructure–encouraging innovative solutions that serve the state’s citizens. By promoting a collaborative partnership with
and among the public and private sectors and leveraging shared services we will attempt to reduce costs and gain efficiencies.
     The agency’s technology plan focuses on serving Texas citizens, reducing government costs, promoting transparency and
accessibility and security information.
     The Department of Information Resources’ (DIR) State Strategic Plan for Information Resources Management encompasses a five-
year planning horizon with key strategies and initiatives that state agencies are encouraged to consider when developing their strategic
plans. The Dental Board employs the following goals and strategies in its technology plan:

   GOAL 1 - Strengthen and Expand the Use of Enterprise Services and Infrastructure.
   STRATEGY                         INITIATIVES                 GOING FORWARD
   Enhance capabilities of          Communication               Continue working with DIR in its implementation of a new governance
   shared infrastructure            Technology Services         model for the state’s portal that will strengthen accountability and agility in
                                    Infrastructure              the delivery of next-generation services.
   Leverage Shared                  E-Mail Messaging            Work with DIR on the enterprise e-mail messaging architecture which will
   Applications                                                 be used to facilitate a shared infrastructure approach for hosted e-mail
                                                                services that the Dental Board can acquire through the Information and
                                                                Communications Technology Cooperative Contracts program.
   Leverage the State's             Product and Services        Work with DIR to continue to identify customer needs and satisfy them by
   Purchasing Power                 Portfolio Expansion         developing new contracts for technology commodities and services.
   GOAL 2 - Secure and Safeguard Technology Assets and Information.
   STRATEGY                         INITIATIVES                 GOING FORWARD
   Align the agency's approach      State Enterprise Security   Work with DIR to continue to advance the plan goals through security
   to enterprise security with      Plan                        awareness and education, and the development and promotion of best
   other state agency strategies.                               practices across all levels of government. The SBDE will review and
                                                                update its plan to conform to and align with state and federal plans and to
                                                                address emerging threats and new best practices.
                                    Vulnerability to Cyber      Work with DIR to identify security risks and vulnerabilities, increase
                                    Attacks                     awareness and information sharing, and identify and facilitate best
                                                                practices.
                                    Response and Recovery       Continue to utilize the agency’s Disaster Recovery Plan and update it
                                    Capabilities                accordingly.
   Integrate Identity               Identity Management         Work with DIR to analyze common or shared identity management in
   Management, Credentialing        Services                    determining requirements for Texas.
   and Access Privileges
   GOAL 3 - Serve Citizens Anytime, Anywhere.
   STRATEGY                         INITIATIVES                 GOING FORWARD
   Expand and Enhance Access        Multi-Channel Access.       Continue to review, evaluate and adopt emerging technologies to expand
   to Services                                                  and enhance access to their services. Examine tools and services provided
                                                                through the state portal as a means to effectively deliver e-government
                                                                services and engage citizens.
   Facilitate Open and              Best Practices for          Explore methods for expanding access to public information and address
   Transparent Government           Information Access          policy and technology considerations of compiling, disclosing and publishing
                                                                real-time public data online. Consider utilizing a common infrastructure to
                                                                facilitate the sharing of public information in a transparent fashion.
   GOAL 4 - Pursue Excellent and Foster Innovation Across the Enterprise.
   STRATEGY                         INITIATIVES                 GOING FORWARD
   Link Technology Solutions to     Workplace Productivity      Develop strategies that promote flexible and adaptable workplace
   Workplace Innovations            and Collaboration           productivity options, including mobile computing platforms, collaboration
                                                                tools, and other workplace technology solutions.
   Pursue Leading-Edge              Cloud Computing             Evaluate the advantages and disadvantages of using enterprise cloud
   Strategies for Application                                   computing options.
   Deployment
                                    Specifications, Toolkits,   Review and evaluate the products and services offered through the state's
                                    and the Application         portal as reusable solutions or components for electronic service delivery.
                                    Marketplace
                                    Legacy Systems              Evaluate the status of legacy systems and determine whether they are
                                    Modernization               candidates for modernization.

Texas State Board of Dental Examiners                                                         Agency Strategic Plan 2011-2015         Page | 38
Technology’s Impact on                                            actions taken by the Board and Committees, legislative
Agency Operations                                                 changes, rulemaking actions, and disciplinary actions.
     The business of operating the Dental Board presents
                                                                  “What You Need to Know” Handouts
challenges and opportunities; however, certain key drivers
                                                                  and Rulemaking Fliers
and current or emerging trends within the area of technology,
impact operations at all levels. These drivers include the need         Handouts entitled, “What You Need to Know” and
to:                                                               handouts covering rulemaking actions are being developed
                                                                  and made available on the SBDE website. Future plans
      Improve agency performance to better meet citizen           include providing this information to stakeholders for
      needs.                                                      distribution to its members.
      Manage within regulatory framework in order to
      achieve compliance with, as well as influence develop-      Dental Board Website and E-Mail
      ment of, policy.
                                                                  SBDE Website
      Maintain a competitive edge that is consistent with               New initiatives have been implemented on the SBDE
      prevailing business trends.                                 website to make finding rules and laws easier for our
      Mitigate economic impacts to long-term sustain-ability.     customers. The agency now publishes web pages dedicated to
      Evaluate technology trends by understanding and             proposed and adopted rulemaking actions by the Board. Each
      adapting to public and private sector information           of these pages provides links to the rules filed with the
      technology (IT) workforce trends.                           Secretary of State, Texas Register, Office as well as a direct
                                                                  link to the Texas Administrative Code.
Service Improvement Initiatives
                                                                       Another helpful page is dedicated to the current Rules
Online Customer Service Survey                                    and Regulations. This web page provides direct links to each
     In 2010, the agency launched its first online survey to      rule contained in the Dental Practice Act. Instructions on how
poll licensees on relevant questions to their respective          to subscribe to the Texas Register to receive e-mail
professions. Questions relative to services provided by the       notifications of all SBDE open meetings and rulemaking
Dental Board were also asked. E-Mail addresses are collected      actions are available on this web page as well.
through the online SBDE Jurisprudence Assessment
registration program.                                                  A new page dedicated to the Texas Occupations Code
                                                                  (Dental Practice Act) is now available on the SBDE website.
Publication of Position Statements                                This web page provides direct links to chapters contained
     In an effort to keep the public and licensees informed on    with the DPA for easy review.
the Board’s position relative to important issues at the time,
the agency has published a section on its website dedicated to    E-Mail Services
Board Policy Statements. Current position statement topics             The agency continues to communicate with the public
include: Facial Cosmetic Surgery/Treatment, Use of Lasers by      and licensees through the “Contact Us” feature found on the
Dental Hygienists, Tobacco Cessation, Teeth Whitening             SBDE website and through direct e-mail. This use of
Systems Outside the Dental Office, and its Ethics Policy.         technology allows immediately delivery of information and
                                                                  an increased response time.
Public Meeting Guidelines and
Testimony at Meetings and Public Hearings                         Jurisprudence Assessment
                                                                       In 2006, the SBDE Jurisprudence examination changed
     The Board and staff welcome the attendance and
                                                                  to an online Jurisprudence Assessment format hosted by
participation of the public at its open meetings and hearings.
                                                                  eStrategy Solutions, a Texas-based online e-learning provider
To encourage meaningful participation from those who
                                                                  approved by the Texas Department of Information Resources.
provide public comments at open meetings, the agency has
published guidelines for public participation, oral testi-mony
                                                                       The Jurisprudence Assessment is presented as an online
and written testimony. Guidelines address areas such as
                                                                  learning tool in a “no-fail” question and answer format. Links
scheduling an appearance and meeting procedures.
                                                                  to Texas laws and Dental Board Rules are provided with
                                                                  every question. This online assessment is available 24 hours
Newsletter                                                        a day, 7 days a week and payment can be made using a major
    The agency also has plans to implement a quarterly
                                                                  credit card, bank card or by electronic check. At this time the
newsletter which will keep licensees better informed on
                                                                  following assessments are required:


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 39
Requirement for all Licensees and Registrants:                   Reducing Duplication of Effort
Compliance of a Board Order or Conditional Dismissal.                 An Intranet and Extranet site will be used as an open
                                                                 collaborative tool to coordinate the efforts of various
Dentists:
                                                                 divisions, workgroups, and project teams. This will have the
    Initial Licensure.
                                                                 potential of creating unified knowledge community - a central
    License Renewal. (Required once every 3 years)
                                                                 environment for knowledge sharing and management - and
    Reinstatement of a Retired License.
                                                                 will minimize duplication of both effort and content.
Dental Hygienists:
    Initial Licensure.                                           Promoting Employee Self-Sufficiency
    License Renewal. (Required once every 3 years)                    An Intranet and Extranet site will improve productivity
    Reinstatement of a Retired License.                          by allowing agency staff quick access to content without the
    Non-Texas Trained Hygienists Seeking Nitrous Oxide           need for third-party intermediaries who may be unavailable.
    Monitoring Certification.                                    Staff will be empowered with the ability to find the
                                                                 information they need without having to rely on others.
Dental Assistants:
                                                                 Examples of this application are: SBDE Policies and
    DANB Certified Dental Assistants applying for the RDA
                                                                 Procedures, employee schedules, meeting schedules and
    Credential.
                                                                 general human resources information.
    Jurisprudence Assessment for Coronal Polishing.
Dental Laboratories:                                             Keeping Knowledge Within the Board and Agency
    Initial Registration                                              When Board Members and agency employees leave,
    Renewal of a Dental Laboratory Registration.                 knowledge leaves. When Board members complete their term
     (Required once every 3 years)                               and employees transfer to other state agencies or leave State
                                                                 government entirely, they take the knowledge they have
Impact on Anticipated                                            accumulated with them. An intranet and extranet would allow
Technological Advances                                           us to collect and store the knowledge and expertise of its
                                                                 Board Members and employees.
Agency Database Alignment
     In the area of technology, the agency continues to work     TexasOnline Transition Plan and
toward implementing a comprehensive database that will
                                                                 Rebranding Project
align it’s licensing, enforcement and legal divisions. The
                                                                      As a government partner in TexasOnline, the SBDE
launch of this new database system is scheduled for the Fall
                                                                 continues to actively participate in the use of this web-based
of 2010.
                                                                 technology which benefits dental board licensees.

Intranet and Extranet Initiatives                                      TexasOnline, now known as Texas.gov, is the official
     Plans are being developed for an agency-only Intranet       website of the State of Texas. As a part of the Texas.gov
which will provide vital information and tools to employees      transition plan, the SBDE coordinated and implemented
to help them do their jobs efficiently. An Extranet is also      numerous changes to its website and documentation which
being planned as a part of the agency’s effort to move forward   resulted in a seamless transition for our licensees who apply
in the area of technology. The benefits to an Intranet and       for initial licensure and renew their license online.
Extranet include:

Reduction/Elimination of Paper                                   Board Order Document Imaging
      The SBDE continually evaluates methods to reduce                The SBDE has engaged Neubus, Inc., who will scan
and/or eliminate paper communications.          To that end,     SBDE Board Orders and make them available online through
intra/extranet access for Board Members and staff will allow     the SBDE website at no cost to the public.
electronic transfer of information.         For example, all
publication to staff that are currently in manual form will be       Neubus, Inc. provides Texas state agencies turnkey
eliminated. Also, all files and documents necessary for case     imaging and document management solutions that help
review by SBDE members will utilize a secure web-based
tool for access, thereby eliminating the costs associated with   agencies capture, store and manage and share information.
production and distribution of paper materials.
                                                                      Neubus uses industry-leading, high-volume scanners and
Reducing Content Search                                          an open technology platform to convert documents into
     Searching for information within an organization, or on     usable, searchable electronic records. Images and data are
the Internet, can be drastically reduced when employees have     captured from paper and digital files and delivered in real-
a central "one-stop shop" for organization content.
                                                                 time to a Neubus-hosted online solution.


Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015   Page | 40
Degree of Agency Automation                                       Legislation
and Telecommunications                                                  This legislative year, Dental Board staff continued to
     The agency makes use of personal computers connected         respond to elected officials and found solutions to constituent
via a local area network, which also provides internet access.    inquiries and concerns as requested. During the 81st Legis-
Use of telecommunications networks is limited to telephone        lature, Regular Session, the following eight bills were passed
land lines and cellular phones.                                   that impact Dental Board processes:

     The SBDE uses the internet as one of its primary means       Senate Bill 455
of communication the regulated communities and interested              Senate Bill 455 amends the Texas Occupations Code to
members of the public.                                            create a coronal polishing certificate issued by the Texas State
                                                                  Board of Dental Examiners to a dental assistant who meets
     The SBDE website serves as a portal to various state and     the requirements set forth in the bill. The bill also authorizes
professional association websites.                                additional services and duties to be delegated by a licensed
                                                                  dentist to a dental assistant, specifies the type of supervision
Future Automation Needs                                           required for a dental assistant to perform certain services, and
    The use of automation has contributed to the agency           provides continuing education requirements for a dental
meeting and exceeding its performance objectives and goals.       assistant. The bill clarifies the conditions under which a dental
To ensure the agency succeeds at protecting the public and        assistant is considered to be under the general supervision of a
keeps its licensees informed, the following initiatives have      dentist and further clarifies that the dentist's physical presence
been identified:                                                  in the dental office when a dental assistant performs a
     Develop an e-mail notification system to facilitate          delegated service does not require that the supervising dentist
     communication to the licensee population.                    be in the treatment room during the service.
     Implement software for online video conferencing and
                                                                  Senate Bill 887
     teleconferencing.
                                                                        Senate Bill 887 amends the Occupations Code to
     Procure laptop computers in an effort to transition all
                                                                  authorize the State Board of Dental Examiners by rule to
     board and committee meetings to paperless. Laptops
                                                                  establish procedures for the alternative informal assessment of
     will also enable staff to conduct classroom-style
                                                                  administrative penalties for violation of dentistry provisions
     computer-based training.
                                                                  of the Occupations Code. Such penalties are capped at $1,000
     Develop an intranet and extranet web presence.               per violation and $3,000 per person in a calendar year. The
     Obtain ‘push to talk’ wireless cell phones for investi-      bill updates the renewal process for professionals licensed and
     gators and DoE.                                              certified by the board, includes criminal penalties for failure
     VOIP telephone system.                                       to comply with the Dental Practice Act, and updates
     Procure and upgrade software applications for the            provisions relating to board member qualifications and term
     publication of newsletters, interactive presentations and    limits.
     mandated publication development.
     Transition from Outlook to web-based Google for cost
                                                                  Senate Bill 97
                                                                       Senate Bill 97 amends the Occupations Code to add to
     savings.
                                                                  the locations at which a qualified dental hygienist is
     E-Faxing capability for agency staff.
                                                                  authorized to perform a service, task, or procedure delegated
     Procure Knowledgebase Software for internet, extra-net       by a licensed dentist to include a community health center.
     and intranet.                                                The bill limits to six months the period of time during which a
                                                                  hygienist is authorized to perform a delegated service, task, or
                                                                  procedure with respect to a patient unless the patient has been
  VII.                                                            examined by a dentist.

KEY ORGANIZATIONAL EVENTS                                         House Bill 963
AND AREAS OF CHANGE                                                     House Bill 963 amends the Occupations Code to
                                                                  authorize a person to request a criminal history evaluation
     In addition to the Service Improvement Initiatives
                                                                  letter from a licensing authority regarding the person's
mentioned earlier in this report, the agency has identified the
                                                                  eligibility for a license issued by that authority if the person is
following areas for change:
                                                                  enrolled or planning to enroll in an educational program that
                                                                  prepares a person for an initial license or is planning to take


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015      Page | 41
an examination for an initial license and has reason to believe    House Bill 2004
that the person is ineligible for the license because of a               House Bill 2004, relating to breach of computer security
conviction or deferred adjudication for a felony or                involving sensitive personal information and to the protection
misdemeanor offense. The bill sets forth requirements              of sensitive personal information and certain protected health
regarding the request and provisions relating to an authority's    information, amends provisions of Texas law relating to the
power to investigate a request. The bill sets forth require-       protection of sensitive personal information. The bill amends
ments concerning notification of the requestor of the              the Government Code and the Local Government Code to
authority's determination of eligibility and authorizes the        require a state agency or local government that owns,
authority to charge requestors a fee to cover administrative       licenses, or maintains computerized data that includes
costs.                                                             sensitive personal information to comply, in the event of a
                                                                   breach of system security, with the notification requirements
         House Bill 963 expands the grounds for license            set forth by provisions of the Business & Commerce Code, to
suspension or revocation, disqualification for a license, or       the same extent as a person who conducts business in Texas.
denial of an opportunity to take a licensing examination to
include a conviction of any of the following offenses: an
                                                                   House Bill 1043
offense that does not directly relate to the duties of the
                                                                        House Bill 1043, relating to the creation of business
licensed occupation and that was committed less than five
                                                                   opportunities for certain former foster children, amends the
years before the date of the person's license application; an
                                                                   Government Code to entitle an individual 25 years of age or
offense for which a person is not eligible for judge-ordered
                                                                   younger who was under the permanent managing con-
community supervision; or a sexually violent offense. The
                                                                   servatorship of the Department of Family and Protective
bill sets forth provisions regarding the licensing of certain
                                                                   Services on the day preceding the individual's 18th birthday to
applicants with prior criminal convictions, including pro-
                                                                   a preference in employment with a state agency over other
visions relating to the issuance of a provisional license.
                                                                   applicants for the same position who do not have a greater
                                                                   qualification.
House Bill 2808
     House Bill 2808 amends provisions of the Occupations
Code relating to the power of a licensing authority to revoke,
                                                                   Areas of Change -
suspend, or deny a license on the basis of certain criminal        Programs and Rulemaking Actions
proceedings. The bill prohibits a licensing authority from
considering a person to have been convicted of an offense for      Guaranteed Student Loans –
such purposes if a judge dismissed certain proceedings and         Loan Default Ground for Nonrenewal of
discharged the person at the end of a period of supervision        a Professional or Occupational License
unless the licensing authority determines that the person may           Pursuant to Section 57.49 of the Texas Education Code,
pose a continued threat to public safety or that employment of     the Dental Board supports the Texas Guaranteed Student
the person in the licensed occupation would create the             Loan Corporation (TGSLC) by providing licensee detail to
opportunity to repeat the prohibited conduct or if the person is   identify those who default on loan obligations. The SBDE
an applicant for or the holder of a license that authorizes the    assists the TGSLC by networking its licensees to cure loan
person to provide law enforcement or public health,                defaults by restricting license renewal.
education, or safety services or certain financial services.
                                                                         Annually the SBDE prepares and submits a list of its
Senate Bill 1058                                                   licensees. The TGSLC, in turn, identifies licensees who are
     Senate Bill 1058, relating to the reporting requirements      in default on loans guaranteed with the TGSLC and provide
for health occupation regulatory agencies, amends the              the list of licensees back to the Dental Board. In accordance
Occupations Code to require each health occupation                 with Section 47.491.(e) a licensing agency shall not renew the
regulatory agency, not later than February 1 of each year, to      license of a licensee whose name is on the list provided by the
file with the chairs of the house and senate committees with       TGSLC unless the licensee presents to the agency a certificate
primary oversight of the agency a report that includes             issued by the TGSLC certifying that the licensee has entered a
information relating to the number of persons regulated by the     repayment agreement on the defaulted loan; or the licensee is
agency, complaints reported and investigated by the agency,        not in default on a loan guaranteed by the TGSLC.
the amount of fees collected by the agency, and the agency's
expenses and unfunded needs.




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 42
     The Dental Board ensures due process by providing              Licensure of Persons with
opportunity for a hearing to a licensee before the it takes         Criminal Backgrounds
action concerning the nonrenewal of a license.                           In response to the passing of House Bill 2808, 81st
                                                                    Legislature, relating to the power of a licensing authority to
Child Support Suits –                                               revoke, suspend, or deny a license on the basis of certain
Denial of License Renewal                                           criminal proceedings, the Board adopted amendments to Rule
      The SBDE is committed to working with the Office of           101.8 (Licensure of Persons with Criminal Backgrounds).
the Attorney General (OAG) in ensuring that families receive        This amendment expands the authority of the Board to deny
their court-ordered child support payments.                         licenses to persons convicted of certain offenses identified as
                                                                    potential public risk.
    Texas Family Code, Chapter 232, Sections 232.0135 and
232.015 requires the OAG and Texas licensing authorities to
                                                                    Coronal Polishing Certification
work together to revoke, deny, or suspend licenses, permits
                                                                         Requirements imposed by Senate Bill 455, require the
and certifications to individuals who have failed to pay child
                                                                    Board to create a certification process for dental assistant to
support for six months or more.
                                                                    provide coronal polishing. On February 2, 2010, New Rule
                                                                    114.5 (Coronal Polishing Certificate) became effective. This
Administrative Penalties
                                                                    new rule will improve the education, capabilities, and
     During the 81st Legislative Session (R), the Texas
                                                                    regulation of dental assistants who perform coronal polish-ing
Legislature passed Senate Bill 887, relating to the licensing
                                                                    procedures on patients in the State of Texas. This will also
and regulation of dentists, dental hygienists, dental assistants,
                                                                    improve access to dental healthcare in the state by increasing
and dental laboratories; providing penalties. This Bill allows
                                                                    the number of dental team members who offer preventative
the Board to create rules to implement an alternative informal
                                                                    services.
assessment of administrative penalty for non-standard of care
violations of the Dental Practice Act.
                                                                    Pit and Fissure Sealant Certification
                                                                         Senate Bill 455, enacted by the 81st Legislature changes
     In January 2010, the Board adopted New Rule 107.69
                                                                    the requirements for dental assistants who apply for a pit and
(Alternative Informal Assessment of Administrative Penalty)
                                                                    fissure sealant certification after September 1, 2009 and
which imposes an administrative penalty which will provide
                                                                    makes changes to the continuing education requirements for
an efficient procedure for disposing of minor administrative
                                                                    dental assistants.
violations of the Dental Practice Act, while preserving the
opportunity for a licensee to present information to the Board
                                                                         Effective February 2, 2010 the Dental Board adopted
in his/her defense.
                                                                    amendments to Rule 114.3 (Pit and Fissure Sealant Certifi-
                                                                    cate) to implement the requirements imposed in SB 455.
     The Board also adopted amendments to Rule 107.202
(Disciplinary Guidelines and Administrative Penalty
Schedule). This amended section is adopted to implement             Permitted Duties of Dental Auxiliary
certain requirements imposed by SB 887, which requires the          Personnel – Dental Assistants
Board to adopt a standardized penalty schedule for violations            Senate Bill 455, relating to the regulation of the practice
of the new alternative informal assessment of administrative        of dental assistants, including the delegation of certain dental
penalty section.                                                    acts, amended sections of the Texas Occupations Code in
                                                                    Chapters 258 and 265.
Criminal History Evaluation Letter
     With the passing of House Bill 963, relating to the                 The Dental Board adopted amendment to Rule 114.1
eligibility of certain applicants for occupational licenses, the    (Permitted Duties) which became effective on February 2,
Dental Board adopted three New Rules 101.9, 103.8 and               2010. This amendment makes changes to the levels of
114.9 (Criminal History Evaluation Letter). These new rules         supervision that dentists are required to maintain over dental
establish a process for potential licensure applicants who have     assistants.
reason to believe they may be ineligible for licensure due to a
criminal conviction or deferred adjudication to obtain a            Dental Hygienists Practicing in Certain Facilities
criminal history evaluation letter.
                                                                         Senate Bill 97, relating to the authority of a dental
                                                                    hygienist to provide services in certain facilities, was enacted
                                                                    by the 81st Legislature.



Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015    Page | 43
     With the enactment of SB 97, the Board adopted                  has increased the number of cases that may be transferred
amendments to Rule 115.5 (Dental Hygienists Practicing in            directly from investigations to legal when violations of non-
Certain Facilities) which adds community health centers to           standard of care issues are found, as well as reducing the
the list of facilities where a dental hygienist may perform          amount of time cases are in the review process.
work on a patient without a dentist having seen the patient in
the previous twelve months and makes changes to the                       The Legal Division is continuing its review of the SBDE
circumstances under which the dental hygienist may perform           Rules and Regulations so the agency can provide better
those tasks.                                                         protection of the public, streamline agency processes and
                                                                     improve overall quality of service.
Required Payment of Licensure Fee
within 30 days of Initial Licensure                                      The following is a list of those rules being reviewed for
     As a action item from Senate Bill 887, the agency               proposal to the Board that will improve agency processes.
adopted rules requiring all dentist and dental hygienist             Details on each proposal can be found in the Texas Register.
licensees as well as dental assistant and dental laboratories
                                                                     Chapter 100 – General Provisions
registrants to pay a license fee within 30 days of initial
                                                                       Rule 100.10 – Executive Director
licensure. The rule further states that an initial license expires
on the 30th day after the date the license is issued if the holder   Chapter 107 - Dental Board Procedures
of the license fails to pay the required license fee on or before      Rule 107.11 – Definitions
the expiration date.                                                   Rule 107.15 – Computation of Time
                                                                       Rule 107.17 – Service in Non-rulemaking Proceedings
Areas of Change                                                        Rule 107.21 – Appearance Personally or by Representative
                                                                       Rule 107.25 – Commencement of Formal Disciplinary
Changes in Appointments to the Board                                                     Proceedings
     In the two years since our last Strategic Plan the Board          Rule 107.40 – Reimbursement
has experienced a turnover in 10 of its 15 Governor-appointed          Rule 107.48 – Subpoenas
members. Board members serve staggered six-year terms.                 Rule 107.50 – Filing of Exceptions, Briefs and Replies
                                                                       Rule 107.55 – Motions of Rehearing
      All Board Members receive Open Government Training
through the Texas Office of the Attorney General as well as            Rule 107.59 – Ex Parte Consultations
training conducted by agency staff relative to SBDE programs           Rule 107.63 – Information Disposition and Alternative
and processes prior to voting as a member of the Board.                                  Dispute Resolution
                                                                       Rule 107.102 – Procedures in Investigating Complaints
Agency Processes                                                       Rule 107.203 – Aggravating and Mitigating Factors
  Change is the essence of progress and the Dental Board
                                                                     Chapter 108 – Professional Conduct
embraces change. Staff understand that change is possible
                                                                       Rule 108.7 – Minimum Standard of Care, General
only when the need and desire for change is both understood
                                                                       Rule 108.8 – Records of the Dentist
and internalized. With this in mind, the entire agency
                                                                       Rule 108.9 – Dishonorable Conduct
continues to work smart, make improvements and implement
change in business processes on a routine basis.                     Chapter 114 – Extension of Duties – Dental Assistants
                                                                       Rule 114.9 – Criminal History Evaluation Letter
     The Enforcement Division has streamlined many of its
                                                                       Rule 114.10 – Dishonorable Conduct
complaint processes. Staff have implemented more efficient
handling methods for routine non-standard of care complaints         Chapter 115 – Extension of Duties – Dental Hygiene
such as advertising.                                                   Rule 115.9 – Dishonorable Conduct

     Enforcement staff have implemented a citation process
to handle minor non-standard of care violations, reducing the
time to investigate, document and prosecute minor viola-
tions.

    Lastly, a field supervisor position was added to the
Enforcement Division in FY 2008, which significantly
improved the case approval process. This new methodology


Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015       Page | 44
  VIII.                                                             Going Green
                                                                         The SBDE is doing its part to help protect our
SBDE ACCOMPLISHMENTS                                                community and the environment by purchasing recycled
                                                                    supplies wherever and whenever possible. All copy paper
Adjudication of Legal Cases                                         purchased is recycled, along with many other products used
    The Dental Board’s strategy in litigation is to be              regularly by the agency.
successful in achieving fair and equitable results.
                                                                          Recycle reports are filed annually with the Texas
     Under the leadership of the General Counsel, the Legal         Facilities Commission (TFC).          Surplus equipment and
Division has taken steps to improved the processing and             furniture that is no longer needed are advertised on the TFC
adjudication of cases by the agency.                                surplus website and can be claimed by other state agencies,
                                                                    political subdivisions or assistance organization. The agency
    Exhibit 33 shows the processing of cases over the First,        receives surplus furniture/equipment from other agencies and
Second and Third Quarters of FY 2010.                               TFC as we have need.

                                                                         To encourage recycling the SBDE is actively
  EXHIBIT 33
                                                                    participating in a pilot program sponsored by the Texas
  Total Board Orders Ratified in FY 2010                            Facilities Commission called “miniMAX”. This program
  * - FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010
                                                                    provides for centralized bins in the agency for the collection
                                                                    items for recycling and trash that cannot be recycled. Posters
                                                                    promoting recycling are displayed throughout the agency
                                                                    highlighting this program.

                                                                    Risk Management
                                                                         The State Office of Risk Management conducted its
                                                                    biennial Program Review in 2010. This review is designed to
                                                                    assist the agency in developing and implementing a
                                                                    comprehensive risk management program that meets Risk
                                                                    Management for Texas State Agency (RMTSA) guidelines.


     The SBDE is 13 Informal Settlement Conferences (ISCs)               The SORM Risk Management Specialist’s report con-
during Fiscal Year 2010. Eight ISCs were held during                cluded the following:
September 2009 to June 2010. The remaining five are
scheduled for July through December 2010.                              The injury frequency rate (i.e., accepted workers’
                                                                       compensation claims per 100 FTEs) for the agency
     During the first, second and third quarters of FY 2010            remains at zero for FY 2003 through FY 2009.
the SBDE successfully lowered its total number of dismissed
                                                                       There continues to be no SBDE medical and income
cases more than 50 percent and dramatically increased the
                                                                       benefit claimants through FY 2009.
number of cases referred to the State Office of Administrative
Hearings (SOAH). (See Exhibit 34)                                      The agency’s safety culture remains strong.
                                                                       The agency has a thorough and well-written Personnel
  EXHIBIT 34
                                                                       Handbook and Risk Management Program Manual.
  Total Cases Dismissed and
  Total Cases Referred to SOAH in FY 2010                              The SBDE’s SORM 200 data was accurate and complete.
  FY 2010 Statistics = Sept 1, 2009 are through June 1, 2010
                                                                    SBDE Sick Leave Pool
                                        FISCAL YEAR 2010                 The SBDE Sick Leave Pool was established in FY10.
          ACTION TAKEN               1st Qtr    2nd Qtr   3rd Qtr   The Pool is designed to assist employees in dealing with
                                                                    catastrophic illness or injury when all other sick leave has
    Cases Dismissed                   75          49        24
                                                                    been exhausted. All SBDE employees are encouraged to
    Cases Referred to SOAH              3         32        54      contribute sick leave hours from their accumulated sick leave
                                                                    balance. SBDE employees are eligible to draw from the Pool
                                                                    upon approval by the Executive Director.


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 45
Employee Performance Evaluation System                              to submit an open records request. Plans also include new
     The agency will implement a new employee perform-              web pages dedicated to education on the investigatory and
ance evaluation system designed to:                                 disciplinary processes, Board Order compliance,
        Maintain or improve each employee’s job satisfaction        professional recovery services and matrices covering rules
        and morale by letting him/her know that the supervisor      and laws on professional conduct and administrative
        is interested in his/her job progress and personal          penalties.
        development.
        Identify areas of performance through a collaborative     Investigations:
        approach between employee and supervisor.                   Statutory changes now authorizes the Board to issue
                                                                    penalties for non-licensee entities failing to provide records
        Serve as a systematic guide for supervisor in planning
                                                                    and also authorizes the Board to issue administrative
        each employee’s further training.
                                                                    violations. The agency has also implemented a citation
        Assure considered opinion of an employee’s                  process to handle minor non-standard of care violations.
        performance and focus maximum attention on
                                                                    Implemented a method of oversight that will require
        achievement of assigned duties.
                                                                    monthly reports on the status of all priority cases that
        Provide an opportunity for each employee to discuss         include personal accountability on performance evalua-
        challenges faced in the job and interests with his/her      tions.
        supervisor.
                                                                    A simplified Standard of Care form was developed.
        Assemble substantiating data for use as a guide for
                                                                    Implemented a new complaint review process to monitor
        counseling or recognition.
                                                                    the number of non-standard of care cases awaiting review
                                                                    by the Board.
  IX.
                                                                  Legal Case Adjudication:
AGENCY SELF-ASSESSMENT AND                                          Implemented a Informal Settlement Conference Mentoring
IMPROVEMENT OPPORTUNITIES                                           Program which allows new Board Members the
                                                                    opportunity to observe the settlement conference process
     The self-assessment is an agency-wide review of
                                                                    prior to serving a member of the panel.
management and operations policies and practices. It is an
internal effort with a focus on improvement opportunities.
                                                                    Developed and implemented a standardized process for
The following were identified as areas where opportunity
                                                                    isolating and identifying cases eligible for transfer to the
exists for improvement.
                                                                    State Office of Administrative Hearings.

Openness and Transparency:
                                                                  Presentation of Rules at Meetings
  Implementation of an “Administrative Summary” to all
  Board Orders that could offer insight into the SBDE               To help the public better understand and follow along with
  deliberation process and other factors that may have an           changes and discussion during the rulemaking process at
  effect on the final order, yet no violation confidentiality.      Board and Committee Meetings, staff is now making
                                                                    available draft copies of rules that are presented at
  Utilize a state-approved vendor to provide immediate
                                                                    meetings.
  access, via download at no cost, through the SBDE website
  to all ratified board orders.
                                                                  AUDIT OF SBDE
Automation:                                                            The State Auditor’s Office conducted an audit in 2008
  Funding approved by the 81st Legislature has facilitated the    and recommended improvements to various processes within
  implementation of a new automated system that will              the agency. The SBDE has used those findings to streamline
  facilitate the integration and marriage of multiple, separate   our operations as indicated in our self-assessment and
  databases currently used in the agency. This new system         Business Process Review.
  will standardize data management that will ensure best
  practice technology to meet the needs of the agency.
  Redesign of the SBDE website architecture within the
  Enforcement and Legal sections which will benefit the
  public in better understanding how to file a complaint, how


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 46
EMPLOYEE IMPROVEMENT                                                 suspect/respondent may be able to obtain the investigator’s
RECOMMENDATIONS                                                      name, home address, and other personal and family infor-
                                                                     mation through internet searches, therefore compromising the
                                                                     safety of our investigators.
ENFORCEMENT DIVISION

Agency Vehicles                                                           Attempts to mask this information by registering
                                                                     personal vehicles under assumed names or personal
    The Enforcement Division has identified a need for
                                                                     pseudonyms have led to registration and insurance difficulties
agency-issued vehicles. Justification for this is two-fold:
                                                                     for staff members. An agency-owned vehicle may legally be
                                                                     registered under an alias name, or registered in the name of
Investigator Safety
                                                                     the agency itself, shielding the individual investigator and
     In this “instant information” era, vehicle license tag
                                                                     his/her family from internet searches based on vehicle
information is available on the internet with little or no cost to
                                                                     information.
any individual who desires it. Investigators use their own
personal vehicles for both administrative and criminal
                                                                     Continued on the next page.
investigations. The agency has no legal method to conceal
the owner information for a personally-owned vehicle used
for agency business. With only the license tag of a vehicle, a




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015   Page | 47
Cost to Investigator
      A recent internal study of an investigator’s average costs for operating personal vehicles for agency use revealed that
investigators on average spend $1,465.00 per year out of their own pockets to use their vehicles for conducting investigations.*
This is above and beyond the reimbursement funds paid by the state for the use of those vehicles. By comparing the average
costs of maintenance, licensing/registration fees and purchasing costs amortized based on the actual agency use of the vehicle,
it’s clear that investigators are not compensated by State mileage reimbursement at anywhere near the rate sufficient enough to
cover actual expenses to operate their own personal vehicles.

     Some investigators are so concerned with the wear and tear on their “family” vehicles as well as avoiding staggeringly high
vehicle insurance costs for all their family vehicles, they choose to purchase one vehicle solely for the purpose of conducting
SBDE business. In these instances, investigators have paid out-of-pocket as much as $2,200 per year above the reimbursement
funds for privilege of conducting agency business.* Investigators have discovered that automobile insurance companies charge
higher rates for personal vehicle policies for individuals using autos for “law enforcement” purposes. Without a vehicle owned
specifically for this purpose, the insurance expenses can be applied to all the vehicles on the employee’s auto policy. Failure to
declare a vehicle for law enforcement use could result in a policy cancellation or claim denial in the event of an accident.

     The costs associated with the use of these vehicles for agency business does not take into account the depreciation of the
value of the automobile due to the high mileage added to the vehicle for State business and any unexpected maintenance or
repairs.
     All these issues could be resolved by the purchase or lease of vehicles by the SBDE for use in conducting investigations.

    Exhibit 35 is a Investigatory Vehicle Use, Case Study - Family Vehicle Used Partially for Agency Business Division
Average.



 EXHIBIT 35                             Investigator Vehicle Use Case Study
                               FAMILY VEHICLE PARTIALLY USED FOR AGENCY BUSINESS
                                                          (DIVISION AVERAGE)

                                                                                           ESTIMATED
                                                                                            EXPENSE            BALANCE
  Average Miles Driven Per Investigator:                      4,336 Miles

  Reimbursement (Avg $ .50 per mile)                          4,336 Miles x $ .50 =          $2,168.00

  Insurance Costs                                                                           $1,920.00            $200.00
       Routine Maintenance
            Tires                                                                             $116.00             $84.00
            Brake Maintenance                                                                  $40.00             $44.00
            Oil Changes                                                                       $120.00            -$76.00
            Belts, Minor Maintenance                                                          $200.00           -$276.00

  Monthly Loan Payment on Vehicle                                                             $330.00           -$606.00
      Gasoline Costs                                                                          $767.80         -$1,373.80
         (Miles Driven, Avg Price $2.75 per gallon)

         Inspection Fees                                                                        $29.00        -$1,402.80
         Registration Fees                                                                      $63.00        -$1,465.80
                                                                                                                              PER
                                                *TOTAL COST TO INVESTIGATOR:                                -$1,465.80 YEAR
  * - Does not include unscheduled maintenance or repairs and vehicle value depreciation




Texas State Board of Dental Examiners                                                      Agency Strategic Plan 2011-2015   Page | 48
EMPLOYEE IMPROVEMENT RECOMMENDATIONS                               LEGAL DIVISION
ENFORCEMENT DIVISION (Continued)                                   Attorney Retention and
                                                                   Case Resolution Time/Caseload Reduction
Additional Staff
                                                                        The majority of attorneys in the department have either
      With current investigative staff, there are large areas of   been licensed to practice law for less than five years and/or
Southwest and Northwest Texas left with no local SBDE              have practiced administrative law for less than a couple of
investigative presence. This is becoming increasingly evident      years. This is due to a historic inability to retain qualified
along the Texas/Mexico border as more agencies request             attorneys and the agency needing to constantly hire and train
SBDE assistance to investigate practicing without a license        new attorneys in its procedures and the law.
cases. Investigators from the San Antonio, Austin and Dallas-
Fort Worth areas have traditionally covered cases filed from       Increased Litigation Costs
these areas. This increases the number miles driven by those             In November 2009, the Legal Division decided to forego
staff members and reduces the time they can devote to cases        filling all of its FTE positions in order to increase the pay of
in their home regions and increases travel expenses. It is         existing staff and to hire more support staff for those attorneys
routine practice to consolidate trips by grouping cases            currently employed. Since then, the Legal Division has been
together and traveling for multiple cases instead of one. This     addressing and resolving a backlog of cases which has
can increase the number of days-to-case resolution on those        resulted in an increase in litigation. The cases set at the
cases.                                                             SOAH have grown from a three-year average of 12 cases per
                                                                   year (2007-2009) to a current total of approximately 60 cases
     Having two additional investigators in the El Paso/           for the first 9 months of the current fiscal year. This increase
Southwest Texas area and another in Lubbock/ Amarillo areas        in litigation creates a need for additional financial resources.
of the State would increase agency productivity and decrease       All cases that last longer than a day require a court reporter,
days-to-case resolution. On the following page Exhibit 36          and the agency tries to have a court reporter in any case where
shows a map of the current location of all SBDE investigative      the recommended sanction is a revocation. In addition,
field offices while Exhibit 37 shows a picture of where            SOAH is increasingly imposing additional costs on the
proposed field investigative offices would be located should       agency by requiring that agencies provide them with a free
funding allow complete statewide coverage.                         copy of the hearing transcript even when the agency does not
                                                                   want or need the transcript or does not want the additional
ADDITIONAL TRAINING                                                cost incurred by ordering the transcript.
      Salary increases during the past legislative session has
clearly increased the quality of qualified applicants for               In addition, litigation involves the need for expert
investigator positions with the agency. As more qualified          witness testimony. Most cases have opposing counsel and
staff are hired, and the SBDE is called upon to assist local law   their own expert witness. Although the agency has a staff
enforcement, investigations on an every-increasing                 dentist, this dentist is not qualified to testify as an expert in all
frequently, maintaining investigator skills and training is        cases and, therefore, makes it incumbent on the agency to hire
imperative. The agency should make every effort to increase        an outside expert in some cases. These experts generally
the training opportunities to investigators above and beyond       charge $200+ an hour to review a case and to testify. The
the minimum required by the Texas Commission on Law                agency attempts to have an expert testify by phone to save the
Enforcement Officer Standards and Education.                       state’s resources, but these attempts are not always successful,
                                                                   especially when opposing counsel objects. When telephone
     Training for administrative Staff is also very important.     testimony is not allowed, the agency is required to incur the
The agency is on the brink of entering a totally electronic        additional cost of paying the lodging and transportation costs
office, and training staff on tools available to increase          of the expert.
productivity and reduce errors is very important.
                                                                         The agency must now provide a dentist to attend
                                                                   mediation at SOAH if the issue involves standard of care.
                                                                   This requirement incurs additional costs for the agency as the
                                                                   same expert used for mediation cannot be used for a hearing if
                                                                   settlement is not successful. As a result, some cases will need
                                                                   two experts and the additional associated costs.




Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015       Page | 49
EXHIBIT 36

2 PROPOSED Enforcement
Investigative Field Offices
Regional Map




EXHIBIT 37
CURRENT Enforcement
Investigative Field Offices
Regional Map




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 50
      In conclusion, due to the increased litigation and the           The Council has accomplished efficiency and effective-
need to reduce the case resolution time and the caseload per      ness through administrative sharing and cooperative team-
attorney, the Board needs additional funds to effectively         work through its subcommittees, involving staff members
litigate, to retain existing staff and to hire an additional      from each member agency who were appointed to study and
litigation attorney, one legal assistant and one administrative   make recommendations on the functional and programmatic
assistant. These additional funds will help the agency reduce     assignment of the priority objectives.
case resolution time and will enable the agency to better serve
its constituents by fulfilling its mission to the citizens of     The HPC offers consensus on ways for agencies to operate
Texas.                                                            together in a more effective and efficient manner, without
                                                                  sacrificing the independent efficiency and effectiveness of
                                                                  each agency.
NATIONAL PARTNERSHIPS
American Association of Dental Boards
                                                                  The SBDE supports the merging of common functions among
     The American Association of Dental Board (AADB) was          member agencies of the HPC.
founded in 1183 and is comprised of state and regional dental
boards, the District of Columbia, Puerto Rico and the Virgin      HPC Shared Initiatives
Islands, Specialty Dental Boards, as well as both past and
                                                                    • Information Technology (IT) sharing utilizes two staff
present members of those boards, board administrators, board
                                                                      who provide direct ongoing services to eight of the
attorneys, and dental and dental hygiene educators. The
                                                                      smaller member agencies.
AADB serves as a resource by providing a national forum for
                                                                    • Document Imaging Center.
exchange, development and dissemination of information to
assist dental regulatory boards and their obligation to protect     • Administrative Functions - Human Resources Account-
the public.                                                           ing, Purchasing, Payroll.
                                                                    • Legislative Tracking.

INTERAGENCY PARTNERSHIPS                                            • Development of core policies and procedure statements
                                                                      for common areas such as travel, open records, and
Texas Health Professions Council                                      records retention. These statements are resources for
Statutory Basis                                                       Council agencies to use in developing individual agency
     The Texas Health Professions Council (HPC) provides a            manuals, saving staff time and assuring consistent
unique solution for the multiple challenges of state regulation       quality.
of health professions. The 73rd Texas Legislature created the       • Coordination of Legal Services to discuss joint issues of
HPC to achieve the potentially desirable outcomes of                  concern to Council agencies.
consolidation of small independent health licensing and             • Use of a purchasing pool provides use of trained and
regulatory agencies without sacrificing the quality,                  certified purchasers to agencies too small to have such
independence, accessibility and accountability of individual          expertise.
boards.                                                             • Training and Information Dissemination Opportunities -
                                                                      State Auditor Programs and Procedures, Employees
Council Composition                                                   Retirement System, EEO, Investigator/Inspector Train-
     Established in 1993, the Council has a membership of 13
                                                                      ing Program, Board Member Training Manual for Board
agencies currently representing 35+ professional licensing
                                                                      and Commission Members, Risk Management and
boards, certification programs, documentation programs, per-
                                                                      Disaster Recovery.
mit programs and registration programs and the Governor’s
                                                                    • Referral and Assistance Services through a “1-800”
office.
                                                                      system.
Council Activities                                                  • Mail Center Operations, Courier and Storage Services.
      Council activities are mandated by the Legislature and        • Representation in statewide forums.
identified by the Council to provide means for member               • Staff training on various topics.
regulatory agencies to coordinate administrative and
regulatory efforts, that are requested by various legislative     Health Professions Council -
entities or oversight bodies, such as the Governor’s Office,      Information Technology Services
individual members of the Texas Senate or House of                      The SBDE utilizes two highly skilled Systems Analysts
Representatives, the Legislative Budget Board, and Comp-          who support the agency’s vision and mission by planning,
troller’s Office.                                                 installing and maintaining software and hardware components
                                                                  for the agency’s network. The HPC IT staff are very effective

Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015   Page | 51
in troubleshooting and understanding the needs of the agency.     Texas Health and Human Service Commission
Areas of support cover upgrades to PC/Services, training/             The SBDE interacts proactively with the Texas Health
presentations, IT purchases and software/hardware evalua-         and Human Services Commission (HHSC) on:
tions. Additional support services include database manage-
                                                                    • Furnishing the Commission with copies of all Agreed
ment, programming projects and Technology Security Review
                                                                      Settlement Orders.
consultant services specific to the Registered Dental Assistant
Course Provider Program.                                            • Providing lists of newly retired licensees.
                                                                    • Medicaid Fraud.
Texas Small Agency Task Force
                                                                       Agency Legal staff confer with the HHSC involving
     The SBDE serves as a member of the Texas Small State
                                                                  specific cases of interest where the SBDE is taking action
Agency Task Force which consists of State agencies with
                                                                  against a dental licensee involving Medicaid fraud.
approximately 100 or fewer full-time employees. The Task
Force’s mission is to identify and share issues of common               The General Counsel and legal staff with the SBDE
concern to facilitate efficient and effective operations for      confer with the Office of the Attorney General of Texas
small State agencies. The Task Force has been asked to            regarding appeals of administrative cases, civil actions involv-
supply information and to testify before legislative com-         ing the agency, open records issues and general law issues
mittees on issues affecting small State agencies.                 that affect all state agencies.

Statewide Health Coordinating Council                             State Office of Administrative Hearings
      The Statewide Health Coordinating Council (SHCC) is a            SBDE attorneys initiate and prosecute formal complaints
17-member council, with 13 members appointed by the               on behalf of the agency through the formal adjudicative pro-
governor and four ex-officio members representing specified       cess at the State Office of Administrative Hearings (SOAH).
state agencies.
                                                                        SOAH provides independent, experienced Admini-
     The broad purpose of the SHCC is to ensure health care       strative Law Judges to conduct hearings in cases referred by
services and facilities are available to all Texans through       over 60 state agencies. SOAH's mission is to conduct fair,
health planning activities. Based on these planning activities,   objective, prompt, efficient hearings, alternative dispute reso-
the SHCC makes recommendations to the governor and the            lution proceedings and to provide fair, coherent, and timely
legislature through the Texas State Health Plan (TSHP). The       decisions.
council also provides overall guidance in the development of
the TSHP, submission of the plan to the governor, and             Peer Assistance Program
promoting the implementation of the plan.                              In 1985, the Texas Legislature passed House Bill 900,
                                                                  which provided for the establishment of a peer assistance
Texas Department of Public Safety
                                                                  program for chemically and mentally impaired dental
     The SBDE, through its Enforcement Division, maintains        professionals. The SBDE’s Peer Assistance Program, better
a close working relationship with the Controlled Substances       known as the Professional Recovery Network, is provided by
Registration Section and the Triplicate Prescription Section of   the Texas Pharmacy Association and serves the dental
the Texas Department of Public Safety (DPS). These two            profession in several ways: (1) Monitors impaired and
sections deal with the registration of and related aspects        chemically impaired dental professionals’ compliance with
pertaining to controlled substances for licensed dentists.        their Board Orders, (2) assists impaired dental professionals
                                                                  in their voluntary efforts to become unimpaired and non-
      Working efforts include, but are not limited to, request-   chemically dependent, and (3) notifies the SBDE of
ing and receiving computer printouts of Schedule II Con-          practitioners who may be impaired and may be a danger to the
trolled Substances, dentist/patient profiles, listing of fre-     public welfare.
quently prescribed Schedule II Controlled Substances, and
seminars/training for regulatory and DPS investigators.                The SBDE receives a sum-certain appropriation of
                                                                  $124,312 for the peer assistance program contingent on the
     The SBDE also provides the DPS with direct, online           SBDE collecting sufficient revenue from peer assistance
access to the SBDE’s licensing database for license               surcharges and receipts. Peer Assistance fees are collected
verifications. Also, the SBDE’s Licensing and Examination         from each dental and dental hygienist licensee with their
Division routinely sends DPS a list of newly retired licenses.    license renewals, as well as collected disciplinary fines.
                                                                  Amounts collected above the sum-certain appropriation are
                                                                  transferred to General Revenue. Prior to Fiscal Year 2000, all


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 52
fees/fines collected were transferred directly to the peer         officials and prosecutors in a unfamiliar area of law, but also
assistance program.                                                furthers the Board's mission of safeguarding the dental health
                                                                   of Texans. The SBDE should continue to foster positive
LOCAL PARTNERSHIPS                                                 relationships with and assist local law enforcement in the
                                                                   investigation and prosecution of the unlicensed practice of
Professional Associations and Texas Schools
                                                                   dentistry.
     Agency staff make themselves available to visit Texas
dental and dental hygiene schools, stakeholder functions and
                                                                     X.
converse with interested parties regarding:
  • Procedures for applying for licensure, anesthesia permits,     ECONOMICAL VARIABLES
    and certifications.
  • U.S. Drug Enforcement Administration and Texas                 Identification of Key Economic Variables
    Department of Public Safety narcotics, certificates, and
    schedules.                                                     Agency – Legislative Funding
                                                                        80th Texas Legislature (Regular Session) approved
  • Complaint and Compliance processes explained.
                                                                   authority for the SBDE to increase fees to cover costs
  • Informal Settlement Conference and Board Order pro-            associated with achieving parity for the SBDE staff and to add
    cesses explained.                                              new personnel to facilitate the adjudication of pending legal
  • The SOAH Hearing process explained.                            cases.
  • Statistics on violated articles of the Dental Practice Act
                                                                        Through this approval, salary parity was achieved;
    and SBDE Rules.
                                                                   however, salaries were raised only to the minimum ranges of
  • The Constitutional and legal bases for regulation of
                                                                   the positions impacted and there was no funding allowances
    dentistry.
                                                                   for future merit increases. Achieving parity has assured the
  • General information about the SBDE. (i.e., Board meet-         SBDE that key staff and historical knowledge will be
    ings, Website, etc.)                                           maintained for the short term, the SBDE still faces the risk of
  • Rulemaking process explained.                                  losing key personnel due to the lack of periodic merit
  • Regulated auxiliary functions.                                 increases to keep positions competitive with other agencies.
                                                                   Unplanned budget reductions will also prevent any significant
FEDERAL PARTNERSHIPS                                               salary increases in the near future.

Drug Enforcement Agency                                            Serviced Populations – Economy Recession
     The SBDE Enforcement Division has fostered a good                  Texas has been fortunate in the minimal impact of the
working relationship with local, state and federal law             recent economic downslide, resulting in a dramatic increase in
enforcement authorities. Investigators routinely interact with,    the number of new residents who are moving to Texas in
and assist, investigators and officers from such agencies as the   search of employment opportunities and a better lifestyle.
U.S. Drug Enforcement Administration, Federal Bureau of            The Texas Data Center and the Office of the State
Investigation, Texas Department of Public Safety, Office of        Demographer project that the state’s population will increase
the Attorney General and many other law enforcement or             by 71.5 percent between 2000 and 2040. More Americans
regulatory agencies who investigate offenses committed by          have moved to Texas since the recession began in 2008 than
licensees.                                                         any other state, according to the U.S. Census Bureau.

The SBDE continues to see an increase in reports of                     This population increase will impact the dental
individuals practicing dentistry without a license. In most        community in a variety of ways, both economic and
cases these offenders have little or no formal training in         workforce. Additional educational programs will be necessary
dentistry, and pose a serious health risk to potential patients.   to educate the younger segments of the increased populations.
Offenders that are non-dental licensees do not fall within the     Access to care for those residing in healthcare shortage areas
jurisdiction of the Board. As peace officers, however, Board       will continue to be an issue if a larger workforce is not
Investigators do assist local law enforcement agencies and         prepared and deployed to care for the dental needs of Texas
area District Attorneys offices with these investigations.         residents, both young and aging.

     Board Investigators lend expertise and knowledge of
                                                                        Currently, the Texas dental team is comprised of a
dentistry-related offenses that most local agencies have little
                                                                   dentist serving as the primary provider and overseer of
experience. By assisting local authorities in these investi-
                                                                   services rendered by a team of dental professionals. This
gations, the Board not only educates law enforcement

Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 53
team is comprised of parts, or all, of the following: dental         underserved populations. All models are designed for service
hygienists who offer oral education and preventative care,           in community/ public health settings, or remote areas.
dental assistants who support care rendered by the dentist and
hygienists, as well as executing various treatment as outlined       Advanced Dental Hygiene Practitioner (ADHP)
in their statutory scope of practice, and certified dental                This model is similar to the nurse practitioner in the
technicians who provide manufacturing and fabrication of a           nursing profession. ADHP’s will provide traditional dental
number of dental prosthetic devices and oral appliances.             hygiene clinical services that includes education in disease
                                                                     prevention, as well as minimally invasive restorative services.
Agency Response to Changing                                          They will have limited prescriptive authority.
Economic Conditions
     The SBDE has seen steady, conservative growth in the
                                                                     Dental Health Aide Therapist (DHAT)
                                                                          This model was developed and implemented for severe
numbers of regulated populations, although it has not
                                                                     need in Alaska, particularly in remote villages and focuses
expanded the numbers of personnel to administrate the
                                                                     primarily on pediatric oral care. DHAT’s provide oral health
programs. Beginning with the 79th Legislative Session, a
                                                                     and nutrition education, application of fluoride and sealant
consistent increase in delegable duties to dental assistants, and
                                                                     treatments, prophylaxis, non-surgical periodontal therapy, and
increased regulation relating to those expanded duties, has
                                                                     non-surgical extractions.
doubled this specific population within the SBDE, with
minimal staff allowances to compensate. If the population
                                                                     Community Dental Health Coordinator (CDHC)
continues its growth or additional populations are created for
                                                                          This model provides a limited range of preventive dental
regulation, the SBDE will require funding for personnel
                                                                     care services-including screenings and fluoride treatments.
expansion.
                                                                     Additionally, the CDHC will help patients navigate the health
                                                                     system and access care by a dentist or an appropriate clinic
  XI.                                                                and engage in educational activities to improve community
                                                                     members' oral health habits.
EFFECTS OF NATIONAL DENTAL
COMMUNITY, FEDERAL, OR STATE                                         Dental Therapist/Advanced Dental Therapist
ACTIVITIES ON REGULATORY FUNCTIONS                                   (DT/ADT)
                                                                          This model allows a dental therapist to offer a wide
National Dental Community Activities                                 range of treatment options to patients, as well as many
                                                                     invasive procedures. Additionally, this model will be able to
Access to Dental Care                                                dispense certain medications.
      Public access to oral health care is of great concern to the
dental profession. In a recent report entitled Access to Care:            The role of the SBDE is to promulgate rules and
The Role of the State Dental Board in Public Access to Oral          regulations to protect the health, safety and welfare of the
Health Care, the American Association of Dental Boards               public and to maintain the integrity of its licensing and
outlines various concerns within the profession that will            disciplinary processes. By virtue of its authority and the
impact the provision of services. Although oral health care in       impact of its actions, the SBDE can offer significant
general has improved dramatically, there are still segments of       contribution to any legislative efforts to expand functions of
the population who do not utilize dental services due to one         Texas dental professionals and will continue to ensure public
major factor, lack of economic resource. Therefore, several          protection within the parameters of the Dental Practice Act.
entities have developed and in some states implemented,
changes to the existing workforce model to facilitate greater        Historical Role of Federal Involvement
access to care.                                                           The federal government has enacted legislation to enable
                                                                     the reporting of adverse disciplinary action by State licensing
     The traditional dental team model has four members: the         Boards. The primary purpose of this legislation is to provide a
dentist as the supervisor of the team and the treatment              flagging system that serves to alert users that a more
authority; the dental hygienist, the dental assistant, and the       comprehensive review of a practitioner’s past actions may be
dental laboratory technician. Expanding scope and/or chang-          prudent in the determination of licensure decisions.
ing the roles of dental team members has potential to fill
underserved needs. Below are a few examples of alternatives               The role of the SBDE is to promulgate rules and regula-
that several state dental and dental hygiene associations have       tions to protect the health, safety and welfare of the public and
developed as possible solutions to maximize the existing             to maintain the integrity of its licensing and disciplinary pro-
workforce and facilitate greater access to traditionally             cesses. By virtue of its authority and the impact of its actions,



Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015     Page | 54
the SBDE can offer significant contribution to any legislative      make a good faith effort to get written acknowledgment of
efforts to expand functions of Texas dental professionals and       notification. The SBDE would adopt rules to meet the
will continue to ensure public protection within the                mandate of this requirement and be in compliance with
parameters of the Dental Practice Act.                              ensuring patient privacy.

Federal Activities                                                  State Activities
Health Care Quality Improvement Act                                 Emergency Rulemaking Authority
     The Health Care Quality Improvement Act of 1986, Title              The impact of natural disasters and weather-related
IV of Public Law 99-660, improves the quality of health care        events has created an opportunity for the agency to prepare
by encouraging State licensing Boards to identify and               for a timely response to disaster, including the emergency
discipline those who are incompetent or who engage in               adoption of rules, allowing many displaced dentists and dental
unprofessional conduct. As a result of this federal legislation,    hygienists to obtain a license to practice in Texas.
the National Practitioner Data Bank (NPDB) was established.
The NPDB contains information on adverse licensure actions,         Texas Disaster Volunteer Registry
clinical privilege actions, and professional society member-             The Dental Board has partnered with the Department of
ship actions taken against physicians and dentists.                 State Health Services (DSHS) to help establish a Texas
                                                                    Disaster Volunteer Registry for dental professionals. The
      This federal law protects the public by restricting the       DSHS has created a website to identify and link volunteers to
ability of incompetent practitioners to move from State to          those in our Texas communities who need medical help or
State without disclosure or discovery of the practitioner’s         healthcare services during or after a disaster. The Dental
previous damaging or incompetent performance. The SBDE is           Board plays a vital role in process by providing licensure
certified by the NPDB as an eligible entity and is required to      verification and up-to-date disciplinary action information to
report to the NPDB. Following adverse disciplinary action           DSHS on all of its licensed dentists and dental hygienists.
taken by the SBDE against licensees, the SBDE reports those
adverse disciplinary action(s) to the NPDB. The SBDE can            Disaster Recovery
also query the NPDB on information on practitioners from                 The SBDE maintains a written plan for agency recovery
other jurisdictions.                                                in the event of a disaster. This implemented plan is reviewed
                                                                    and revised as needed, especially in response to newly
     The SBDE also reports to the Healthcare Integrity and          identified threats. For example, the threat of a flu pandemic
Protection Data Bank (HIPDB) regarding disciplinary action          raised awareness and opportunity to design processes that
taken by the SBDE against practitioners and may query the           enable the agency to offer continued services, even though
HIPDB on disciplinary action against practitioners in other         our functional staff may be dramatically reduced.
jurisdictions to determine adverse disciplinary actions taken
in another jurisdiction. The HIPDB was created pursuant to
federal legislation, the Health Insurance Portability and
Accountability Act of 1996, Section 221(a), Public Law 104-
191. The HIPDB is a National data collection program for the
reporting and disclosure of certain final adverse actions taken
against practitioners and reports to the inquiring State, queries
Federal or State licensing and certification actions.

Health Insurance Portability and
Accountability Act
     Patient privacy rules went into effect on April 14, 2003,
pursuant to the Health Insurance Portability and
Accountability Act of 1996 (HIPAA). HIPPA requires the
Department of Health and Human Services (HHS) to adopt
national standards for electronic administrative and financial
health care transactions including regulations to protect
patient privacy. These patient privacy rules would affect
dentists and other custodians of patient health information.
The patient privacy rules would require dentists to give
patients notice of the dental practice privacy policies and


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 55
  XII.
                                                                 Stakeholder Response
                                                                  Question #1:
STAKEHOLDER ASSESSMENT OF                                         Website Changes - What information can we include
SBDE SERVICES                                                     that will be most helpful to your members:

      The SBDE evaluates its programs and services gathering
                                                                  Overall stakeholders responded that the SBDE website
feedback from its stakeholders and customers, trying to
                                                                  is well organized and helpful. Stakeholders made the
determine where - and how - we might improve these areas.
                                                                  following suggestions:
The SBDE utilized two methods in gathering feedback from
its customers - Stakeholder Assessment and Customer Service
                                                                    The Legal Frequently Asked Questions section be
Survey.
                                                                    prominently displayed and provide a succinct and
                                                                    clear understanding of the applicable section(s) of the
Stakeholder Evaluation
                                                                    Dental Practice Act and SBDE Rule(s) governing the
     Stakeholder feedback provides discussion to identify
                                                                    answer to each question.
areas of improvement and suggest innovative ideas for new
directions for the agency to pursue. Stakeholders recognize         Streamline and clarify the content outlined on the
and assess the past, as well as help chart the course into the      licensure application web pages.
future.
                                                                  Question #2:
      During March 2010, we invited our stakeholders to           Constructive input on areas needing improvement:
participate in an evaluation of our processes. This is a
forward-thinking process of gathering information, goal-            Stakeholders provided constructive input on issues
setting and decision-making. To ensure consistency and              requiring legislative change. These issues include
structure, and to help initiate a response, the following           ethics and jurisprudence, regulation of non-dental
questions were asked:                                               professionals and expert testimony.

  1.     There will be changes in the near future to our          Question #3:
         website – we sincerely want to have a site avail-        Trends in dentistry that may impact the SBDE:
         able to our populations that will educate and assist
         users. What information can we include that will           The mid-level provider of dental care and scope of
         be most helpful to your members?                           practice challenges that come with the use of this
                                                                    provider model.
  2.     If you feel we are deficient in any areas of the
         agency, I will appreciate constructive input to help       The National Health Information Infrastructure
         us improve. Please indicate any areas needing              (NHII) Electronic Communications System. This
         improvement.                                               initiative sets forth to improve the effectiveness,
  3.     What trends in dentistry are forthcoming that              efficiency and overall quality of health and health-
         might impact the TSBDE? How can we better                  care in the United States. Scheduled for completion
         prepare to face the changes?                               in 2015, the NHII will be an electronic communi-
                                                                    cations system in which all patient health information
                                                                    will travel using Information Techno-logy to enhance
                                                                    connectivity and knowledge sharing (via appropriate
                                                                    system architecture and use of data standards).




Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015    Page | 56
Texas State Board of Dental Examiners


Agency Strategic Plan                                                                                        For the Period
                                                                                                             2011 - 2015

 
               External and Internal Assessment of Agency Priorities

EXTERNAL ASSESSMENT

Unlicensed Practice of Dentistry
     The SBDE is charged to enforce the Dental Practice Act, but existing statutes make no allowances for board jurisdiction
over the unlicensed practitioner. The violation of practicing dentistry without a license (PDWOL) is punishable within the
Occupations Code as a third degree felony. Therefore, complaints regarding unlicensed practice must be forwarded to local law
enforcement authorities for resolution. As peace officers with investigative authority for all violations relating to the practice of
dentistry, SBDE investigators routinely participate with these investigations. However, it is our experience that many local
agencies have limited experience with the Occupations Code and are reluctant to pursue criminal cases, or they have serious
limitations associated with resources to prosecute these types of cases. Finally, complaints regarding PDWOL are generally
submitted and contain information that tends indicate they were not filed by the patients receiving treatment. These factors make
pursuit of these violators costly and time consuming.

     Stakeholder groups have expressed concern about the PDWOL cases, both in the situations described above, as well as in
the form of ‘teeth whitening kiosks’, which fall into a somewhat grey area of the PDWOL statutes. Members of professional
organizations are requesting assistance from their respective associations to find a solution, particularly in areas of the state
where this practice appears to be dramatically increasing. Threats to the safety of local ‘licensed’ dental professionals who report
violations are said to be a reality in the border areas of the state. Vastly different interpretations of the PDWOL statues by local
law enforcement with regards to teeth whitening kiosks have made enforcing this area of law almost impossible under existing
statutes.

     Even if the SBDE were to be given authority over these unlicensed individuals, it will need tremendous resource to
adequately respond to violations. Additional investigators, attorneys, administrative personnel and funding to support the
extensive time commitment and travel required, will involve significant funding. Additionally, we will continue to be reliant on
local law enforcement to assist with the practical aspects of arrest/housing/prosecution of violators. This is a public safety issue
and the SBDE is prepared to respond to the challenge with appropriate support within the limitations of its budget but we will not
be able to achieve success on our own without cooperation from external organizations who will also be part of the solution.

     For now, the SBDE has offered to partner with stakeholders to offer education to local law enforcement authorities
interested or willing to address the problem as well as offer investigative support when possible.


INTERNAL ASSESSMENT

1. Achieving Resolution of Pending, Unresolved Cases.
     The arrival of a new general counsel has resulted in an infusion of motivation and enthusiasm for this division to gain
control of pending cases. Legal case loads had grown in numbers due to a perfect storm of a demoralized staff, low salaries, high
turnover and the transfer of a large number of completed investigations from the Enforcement Division. During the previous
biennium, the legal division experienced monumental loss of institutional knowledge and has, under the leadership of the new
general counsel, regained balance and direction. Tremendous effort has been made to identify and act on all pending cases




Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015    Page | 57
awaiting adjudication. This division continues to reevaluate processes to achieve the shortest resolution time possible, while
maintaining the integrity of the adjudication process.


2. State Office of Administrative Hearings.
     The number of cases being filed at SOAH this fiscal year is unprecedented. Funding allowances based on former years of
SOAH activity is woefully inadequate. Staff will be diligent to find resources to fund cases being filed at SOAH, but resolving
cases expeditiously is a priority.


3. Performance Measures – Days to Case Resolution.
     Recent changes to the method of calculation for the SBDE performance measure ‘days to case resolution’ will allow the
agency to illustrate actual performance to the legislature. Previous calculation methodology included cases that were involved in
outside litigation, of which we have no control. The clock continued to count days until the SBDE finalized action with the
respondent. Many of these older cases were very old and those total numbers of days factored in created what appeared to be
years for an average case resolution.

     Effective this fiscal year, new methodology will allow staff to calculate the number of days the case remains within the
SBDE’s control, which is exactly what the legislature wants to identify as days to case resolution. Fortunately, most of the older
cases that were the cause of our complaint have now been resolved and will not continue to skew the calculation of cases opened
prior to September 1, 2009 when the new calculation is allowed. Additionally, new measures will be implemented in FY 2012 to
identify cases in litigation outside of the agency control. All these efforts will allow the agency to report actual performance.


4. Paperless Environment.
     It is the goal of the SBDE to continue to reduce the use of paper in its daily business to the extent we can adequately and
securely communicate electronically. Internally, we will be implementing a new Intranet and Extranet. The Intranet is being
designed to allow staff members of the agency to share real time information, as well as serve as a valuable resource for non-
secure documents such as personnel manuals. The agency will save a tremendous amount of time and money by converting to
electronic documents in every case we have a choice.

     The Extranet will serve as a secure site for board members and consultants to access sensitive documents relating to a
particular case. Preparation of these case files can be labor intense, time consuming, and costly not only to duplicate, but also to
mail to various members. Creating an electronic environment will dramatically reduce, if not eliminate, those costs. Further, the
SBDE wishes to purchase enough laptops to accommodate all members and key staff at board meetings.




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015    Page | 58
Texas State Board of Dental Examiners


Agency Strategic Plan                                                                                        For the Period
                                                                                                             2011 - 2015

 
Technology Resource Planning
     Part 1: Technology Assessment Summary


Planned Technology Solutions
Provide a brief description of the planned technology solutions that respond to the key factors that will affect the agency.
Consider how those solutions align with the statewide technology goals reflected in the State Strategic Plan for Information
Resources (Advancing Texas Technology).

    1. Network and Servers 
        The agency utilizes a modern firewall router to provision perimeter network security for the LAN. The agency also
        provides VPN access for a select group of remote employees, allowing them to access network assets securely. In 2009, a
        secure and encrypted wireless network was deployed for use of agency staff within the physical limits of the main office.
        For all uses, authentication and access to network resources is made possible by an Active Directory installation, which is
        managed by a Windows 2008 Domain Controller. Multiple servers, printers, and other network services are managed
        through this Active Directory infrastructure. By deploying the network and servers mentioned here, the agency is able to
        receive the benefits of an efficient and secure network computing environment, which is also accessible to remote
        workers.

        Barracuda- Through the IT sharing program called ITSS with the Health Professions Council, the agency shares the use of
        a Barracuda Web Application Firewall. The network device is a perimeter security appliance that protects the agency’s
        web enabled assets from online malicious attacks. The device receives ongoing updates and signature files from the
        vendor.

        FortiAnalyzer- Also via HPC, the agency participates in the use of the FortiAnalyzer management device. This network
        appliance is an Enterprise reporting tool that allows HPC IT staff to monitor and analyze all agency network traffic. This
        device is a centralized management node which allows HPC staff to monitor multiple networks simultaneously.

    2. Shared IT Staff from the Health Professions Council (HPC) 
        In FY 2003, the agency entered into an interagency contract with the Health Professions Council to obtain IT services and
        participate in the imaging system. This contract has been extended through the current year, as this arrangement has
        worked well for this agency. HPC provides shared IT staff that advises the agency on all issues related to technology. This
        shared staff advise on issues related to long term strategic planning, as well as immediate helpdesk support. Through this
        shared agreement, the agency is able to maintain its technology infrastructure without incurring the cost of full time staff.

    3. Texas Online  
        The agency has seen continued success with the Texas Online renewal process as defined by Texas Government Code
        2054.251- .267 to provide information technology and web based application functionality to the consumer.

        The agency online renewal process became available in January 2002. The first year introduced our consumers to the
        process and resulted in 42 online transactions. Since then, there has been increased usage, as the 2003 renewal period
        increased to 526 online transactions, the 2004 renewal period reflected 861 online renewals. During the 2005 renewal
        period, approximately 34% of eligible veterinarians renewed their license online. Through strong encouragement from the


Texas State Board of Dental Examiners                                                    Agency Strategic Plan 2011-2015    Page | 59
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)



     Board and aggressive advertising, close to 79% of eligible licensees, renewed online for the 2006 renewal period. For the
     2007 renewal period, the agency saw a 6% increase in online renewals and 85% of eligible licensees renewed online.

     The agency will continue to participate and support the rebranding of Texas Online to Texas.gov. This process has begun
     and continues through the biennium.

     4.   Hardware and Software Upgrades                    
          Hardware and software have been upgraded to support the evolving needs of the agency. The following upgrades have
          been made which have resulted in a standards-compliant and efficiently supported computing environment:
          a.   McAfee ePO- HPC ITSS staff has implemented the ePO product, which is an enterprise management tool for all
               McAfee software deployed on the agency’s network. From one tool, IT staff can now manage all aspects of the
               agency’s anti-malware software.
          b.   McAfee Endpoint Encryption- This software will allow IT staff to encrypt the hard disk inside each agency laptop
               to prevent unauthorized data access through theft or other loss of device.
          c.   Addition of new switch including VLAN use with DMZ
          d.   Physical move of servers for security and cooling
          e.   Rework of network corrections due to physical move of servers
          f.   Backup exec 12 installed
          g.   Office 2007 installed on some machines.
          h.   VPN capability for Windows XP/Vista/7/OSX
          i.   Redaction software called Redax (plugin for Adobe Professional) allowing for professional redaction of scanned
               documents.

     5. Shared Regulatory Database System 
          The agency is participating in the Shared Regulatory Database System as in conjunction with the Health Professions
          Council as one of six participants. This project is being implemented to transition database systems from the legacy
          end-of-life hardware in the ADROC facility to DIR’s Austin Datacenter. For the first time, the agency will be using a
          modern database technology with a secure and encrypted web front-end that allows all divisions within the agency to
          efficiently and effectively manage licensee data. This project is being managed by the Health Professions Council and
          is undertaken under the auspices of an MOU that documents the collaboration of the six independent licensing
          agencies. The agencies selected the software company Iron Data (formerly Versa Systems) to configure and install their
          regulatory licensing software. The new system will be available for use by the end of FY 2010.

     6. Website 
          The agency website is located in-house, runs on MS Windows Server and has been fully operational since FY 2003.
          Updates to the website are published regularly, and the agency has full control of content. The website satisfies all
          legislative requirements and includes the ability for the public to lookup publicly available information about our
          licensees. The website is built upon a modern Content Management System (CMS) called Joomla, which allows
          efficient management and publishing of web content.

     7. HPC Imaging System 
          The agency has increased its participation in the shared HPC document imaging system. The agency reduces costs of
          printing, binding, faxing (long distance), postage, and paper document storage. Once scanned, documents are available
          through a secure web interface, allowing agency staff access to up-to-date information in real time. By reducing the
          number of phone calls, faxes, and mailed packages, the imaging system saves the agency both time and money during
          the resolution of enforcement and legal cases. The agency plans to expand the usage of this system to additional
          divisions within the agency.



Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 60
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)




Agency Description of Each Statewide Technology Goal
Provide agency descriptions related to each statewide technology goal listed below. The criteria for these 
descriptions appear after each goal and are labeled 1.a, 1.b, 2.a, and so forth.  


    Statewide Technology Goal 1 
    Strengthen and Expand the Use of Enterprise Services and Infrastructure 
    1.1  Enhance Capabilities of the Shared Infrastructure 
            • Data Center Infrastructure 
            • Communications Technology Infrastructure 
            • Statewide Portal Infrastructure 

    1.2  Leverage Shared Applications 
            • Enterprise Resource Planning (ERP) 
            • Email Messaging  

    1.3  Leverage the State’s Purchasing Power 
            • Product and Services Portfolio Expansion 



 
1.a.   Describe agency plans to strengthen and/or expand its capabilities through the initiatives described 
       in Statewide Technology Goal 1. 

           The agency does not participate in the Austin datacenter directly. However, the
           currently-in-development Shared Regulatory Database System will be deployed in the
           Austin datacenter, therefore leveraging statewide infrastructure.




 
1.b      Describe  agency  plans  to  strengthen  and/or  expand  its  capabilities  through  other  initiatives  that 
         leverage enterprise or multi‐agency services and infrastructure, including managed services, shared 
         applications, internal consolidation efforts, and procurement strategies. 

           Google Apps Enterprise-
           The agency is planning to migrate its enterprise messaging to Google Apps Enterprise
           and decommissioned use of in-house Exchange email services. The Google services
           allow all agency users to participate in a distributed collaborative messaging environ-
           ment that extends beyond the LAN. Included with Google Apps is messaging (email),
           document collaboration, calendar sharing, and intranet site creation.




Texas State Board of Dental Examiners                                           Agency Strategic Plan 2011-2015   Page | 61
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)


    Statewide Technology Goal 2 
    Secure and Safeguard Technology Assets and Information 
    2.1   Align the State’s Approach to Enterprise Security with other State and National Strategies 
          • State Enterprise Security Plan 
          • Vulnerability to Cyber Attacks 
          • Response and Recovery Capabilities 
    2.2   Integrate Identity Management, Credentialing, and Access Privileges 
            • Identity Management Services 


2.a     Provide  an  update  on  the  agency’s  progress  in  implementing  strategies  to  align  with  the  State 
        Enterprise Security Plan. 

           NetForensics-
           The agency began using the NetForensic service offered by DIR. This service allows the agency to
           send the syslog files from both the firewall and the router so that DIR can inspect and analyze all
           firewall traffic and all router traffic in and out of the agency. The agency receives a monthly report
           from DIR upon which HPC staff makes security recommendations if necessary.

           FortiAnalyzer-
           The shared use of the FortiAnalyzer enables centralized log management of the agency’s firewall
           and router. This tool gives staff the ability to respond to all network incidents and research any
           possible intrusions or suspicious activity.

           Barracuda-
           Through the IT sharing program called ITSS with the Health Professions Council, the agency
           shares the use of a Barracuda Web Application Firewall. The network device is a perimeter
           security appliance that protects the agency’s web enabled assets from online malicious attacks.
           The device receives ongoing updates and signature files from the vendor.

           McAfee Enterprise and ePO-
           The agency continues to use McAfee node protection products to secure against malware at the
           network, server, and workstation levels. Also, ePO enables IT staff to remotely manage all aspects
           of this anti-malware software.

           McAfee Endpoint Encryption-
           This tool is planned to be implemented in FY 2011 and will provide additional encryption security
           for all agency laptops.
 

2.b     Describe the agency's identity management strategies in place or planned.  

           The agency continues to use Windows identity management through the implementation of Active
           Directory. Custom Group Policies are in place to enhance security through the use of complex
           passwords, password expiration, and password rotation.

           McAfee Endpoint Encryption-
           This tool is planned to be implemented in FY 2011 and will provide additional encryption security
           for all agency laptops. Endpoint encryption helps to minimize unauthorized access to agency
           devices.




Texas State Board of Dental Examiners                                         Agency Strategic Plan 2011-2015   Page | 62
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)



    Statewide Technology Goal 3 
    Serve Citizens Anytime, Anywhere 
    3.1  Expand and Enhance Access to Agency Services 
            • Multi‐Channel Access 
            • Rural Broadband Expansion 

    3.2  Facilitate Open and Transparent Government 
            • Best Practices for Information Assets 


 
3.a  Describe  the  agency’s  plans  to  expand  or  enhance  access  to  its  services  and  promote  citizen 
     engagement through online services and emerging technologies. 
 
            The agency continues to provide access to agency information through the publication
            of its existing website. The website will be upgraded to a modern Content Management
            System in the coming months.
 
            The agency continues to allow licensees to access agency data and services through its
         
            participation with Texas Online.

            No Social Media efforts are planned at this time.

            Google Apps Enterprise- Use of Google Sites for collaborating with board members and
            key public members. Management is evaluating the implementation of a new Google Site
            to share data using the Google cloud computing model.
 
 
 
 
3.b  Describe initiatives planned or in process that will facilitate access to agency information and public 
     data.  

            The agency continues to provide access to agency information through the publication
            of its existing website. The website currently offers the public access to query our
            database of professional license holders. An effort is underway to expand this public
            access to include the retrieval of Board Orders through the web search.

            The agency continues to allow licensees to access agency data and services through its
            participation with Texas Online.




Texas State Board of Dental Examiners                                     Agency Strategic Plan 2011-2015   Page | 63
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)



  Statewide Technology Goal 4 
  Pursue Excellence and Foster Innovation across the Enterprise 
  4.1  Link Technology Solutions to Workplace Innovations 
          • Workplace Productivity and Collaboration 
  4.2  Pursue Leading‐Edge Strategies for Application Deployment 
          • Cloud Computing 
          • Specifications, Toolkits, and the Application Marketplace 
          • Legacy Systems Modernization  
  4.3  Optimize Information Asset Management 
          • Best Practices for Managing Digital Information 
  4.4  Promote the Use and Sharing of Information 
            • Health Information Exchange 
            • Statewide Communications Interoperability 
            • Justice Information System Integration 
            • Enterprise Geospatial Services 



4.a  Describe agency plans to implement or enhance workplace productivity and to leverage collabora‐
     tion tools. 

              Google Apps Enterprise-
              The agency is planning to migrate its enterprise messaging to Google Apps Enterprise
              and decommissioned use of in-house Exchange email services. The Google services
              allow all agency users to participate in a distributed collaborative messaging environ-
              ment that extends beyond the LAN. Included with Google Apps is messaging (email),
              document collaboration, calendar sharing, and intranet site creation.
              Additionally, users will be able to access their agency resources--especially email and
              calendars--from remote locations using web enabled devices such as their agency-
              issued laptops and smart phones.
              Currently, only certain approved users are able to remotely access the Exchange mail
              system through the deployment of Outlook Web Access.



4.b  Describe agency strategies to develop and deploy applications more efficiently (i.e., through Cloud 
     Computing, Software as a Service, Application Toolkits, Legacy System Modernization). 

              The Shared Regulatory Database System is a single installation of web-enabled software
              that is made available through a private cloud computing model to a distributed number
              of agencies. Staff users are staff located onsite in Austin and remotely throughout the
              State.
              Google Apps Enterprise-
              The Google suite of services is based on a cloud computing infrastructure and allows
              agency users to access collaboration tools from any internet enabled device.




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 64
Technology Resource Planning
  Part 1: Technology Assessment Summary (Continued)

 
Statewide Technology Goal 4  (Continued) 
Pursue Excellence and Foster Innovation across the Enterprise 

4.c  Describe agency strategies to enhance information asset management practices. 

         The agency continues to participate in a best practices data backup and disaster
         recovery plan by utilizing services from the Texas Library and Archives Commission.

         The Shared Regulatory Database System will participate in the backup and disaster
         recovery facilities provided by Team for Texas in the Austin Datacenter.




4.d  Describe agency practices or plans to enhance the use and sharing of information with agency 
     business partners. 

         The agency continues to work with the Health Professions Council to facilitate the
         sharing of information and data with any relevant external organizations.
         As a result of the Regulatory Database System, the agency will enable the sharing of
         licensing data with the following external agencies:
          1. State Attorney General
          2. Texas Guarantee Student Loan
          3. Department of Public Safety
          4. Federal Bureau of Investigations
          5. DSHS for Minimum Dataset
          6. The State Comptroller
         Furthermore, the new database system will allow for ad hoc extracts to be developed in
         a more efficient and timely manner compared to the legacy systems.




Texas State Board of Dental Examiners                                 Agency Strategic Plan 2011-2015   Page | 65
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 66
 Texas State Board of Dental Examiners


 Agency Strategic Plan                                                                                              For the Period
                                                                                                                    2011 - 2015
  
 Technology Resource Planning
       Part 2: Technology Initiative Alignment

                                            Related                                                                         Innovation,
     Technology             Related Agency    SSP    Current                                                               Best Practice,
      Initiative                           Strategy/    or                   Anticipated Benefit(s)
                             Objective(s)                                                                                  Benchmarking
                                             (IES)   Planned

1. Implement an              All objectives.     1.1; 1.2   Planned The system will provide common                Best Practice: The agency
   integrated licensing,                           1.3              information to all division employees and     will migrate multiple legacy
   investigation, and                                               field investigators which will result in      database systems into one
                                                   3.1
   legal database                                                   efficient processing of all agency tasks.     enterprise system built on a
   application                                   4.1; 4.2                                                         modern application platform.

2. Develop an email          All objectives.       1.3      Planned Increase real-time communication with
   notification system to                          3.1              licensees.
   facilitate communi-                             3.2
   cation to the licensee                          4.4
   population

3. Implement software        All objectives.       1.3      Current Reduce travel costs for all meeting           Innovation: Online conferencing
   for online video                              3.1; 3.3           attendees.                                    will reduce costs by using
   conferencing and                              4.1; 4.2                                                         technology, preclude travel and
   teleconferencing                                4.4                                                            going paperless.

4. Transition all field      All objectives.       1.3      Current Enhance investigator mobility and increase
   staff to laptop                               4.1; 4.2           communication with office staff.
   computers.
                                                   4.4

5. Transition all board      All objectives.       1.2      Current 1. Reduce the costs of hosting committee      Innovation: The agency will
   and committee                                   1.3              and board meetings.                           use accessible electronic
   meetings to                                     4.1                                                            document formats to reduce
   paperless                                       4.2               2. Reduce meeting preparation time by        both mailing costs and printing
                                                                     office staff.                                costs.

6. Implement in-house        All objectives.       1.2      Current Provide agency staff full access to all       Best Practice: The agency will
   technology for staff                            1.3              features of the hosted imaging system.        free office space and make
   to work in an                                   4.1                                                            paper documents searchable
   increasing paperless                            4.2                                                            and accessible by fully adopting
   environment.                                                                                                   the imaging system.

7. Develop an intranet       All objectives.       1.2      Current Intranet- Increase communication efficiency   Innovation: All staff members will
   and extranet web                                1.3              of agency staff by publishing high-demand     have real-team access to mission
   presence.                                       3.1              mission critical information.                 critical data, and outside stake-
                                                   4.1              Extranet- Increase communication effici-      holders can have secure access
                                                   4.2              ency with outside stakeholders, like board    to relative data.
                                                   4.4              members, consultants, & remote workers.

8. Deploy ’push to talk’      Objective 1.         1.3      Planned 1. Increase communication efficiency
   wireless cell phones     Protect the Public     4.4              among remote field staff.
   for investigators and       by ensuring                          2. Reduce telecommunication costs
   the Director of           complaints are                         compared to land line’s long distance
   Enforcement                investigated                          or cell phone per minute charges.
9. VOIP telephone            All objectives.     1.2; 1.3   Planned Increase communication efficiency of all      Innovation: Integration of old
   system                                          3.1              agency staff through the use of advanced      voice networks with newer digital
                                                                    VOIP technology.                              networks to increase security
                                                 4.1; 4.2
                                                                                                                  and speed communication.
                                                   4.4




 Texas State Board of Dental Examiners                                                        Agency Strategic Plan 2011-2015       Page | 67
Technology Resource Planning
   Part 2: Technology Initiative Alignment (Continued)


                                              Related
                           Related                       Current                                                           Innovation,
     Technology                                 SSP
                           Agency                           or              Anticipated Benefit(s)                        Best Practice,
      Initiative                             Strategy/
                         Objective(s)                    Planned                                                          Benchmarking
                                               (IES)

10. Support and           All objectives.       2.1      Current 1. Increased communication efficiency         Innovation: Employing remote
    Maintain secure                             2.2              between remote workers and the main           workers reduces financial
    VPN access for                              3.1              office.                                       burden related to facilities,
    remote workers                              4.1                                                            while allowing for statewide
                                                                   2. Secure transport of all data between the
                                                                                                               coverage of enforcement
                                                                   remote location and the main office.
                                                                                                               functions.
11. Google Apps           All objectives.     1.1; 1.2   Current The Google services allow all agency users       Best Practice: Using cloud
    Enterprise                                  1.3              to participate in a collaborative messaging      computing and leveraging
                                                                 environment for the first time. Included with    existing technologies to
                                              2.1; 2.2           Google Apps is messaging (email),                facilitate collaboration among
                                              3.1; 3.3           document collaboration, calendar sharing,        all staff members and board
                                              4.1; 4.4           and intranet site creation.                      members-local and remote.

12. Net Forensics         All objectives.       1.1      Current This service allows the agency to send the Best Practice: Proactive
                                                1.2              syslog files from both the firewall and the       network monitoring and
                                                1.3              router so that DIR can inspect and analyze access log review.
                                                2.1              all firewall and router traffic in and out of the
                                                2.2              agency. The agency receives a monthly
                                                4.3              report from DIR and HPC staff will make
                                                                 security recommendations if necessary.
13. FortiAnalyzer         Objective 1.          1.1      Current The shared use of the FortiAnalyzer              Best Practice: Single point of
                        Protect the Public      1.2              enables centralized log management               management for all network
                           by ensuring          1.3              of the agency’s firewall and router. This        logging and traffic analysis.
                         complaints are         2.1              tool gives staff the ability to respond to all   Tool to forensically review
                          investigated          2.2              network incidents and research any               suspicious activity.
                                                4.3              possible intrusions or suspicious activity.

14. Barracuda             Objective 1.        1.1; 1.2   Current The network device is a perimeter security       Best Practice: Web application
                        Protect the Public      1.3              appliance that protects the agency’s web         vulnerability protection without
                           by ensuring        2.1; 2.2           enabled assets from online malicious             code remediation. Load
                         complaints are       3.1; 3.2           attacks.                                         balancing for web servers.
                          investigated
                                              4.1; 4.3

15. McAffee ePO           All objectives.     1.1; 1.2   Current This centralized management tool allows IT       Best Practice: Enterprise
                                                1.3              staff to manage and monitor the                  management tool for auto-
                                                                 effectiveness of all McAfee security             mated threat prevention and
                                              2.1; 2.2
                                                                 products deployed in the agency.                 remediation.
                                              4.1; 4.3
16. Board Orders          All objectives.     1.2; 1.3   Planned To further protect the State’s citizens, board
    Online                                      3.1              orders linked to license verification
                                                                 searches will be deployed on the website.
                                              4.1; 4.2
                                                4.4

17. Online                All objectives.     1.1; 1.2   Planned Shared Regulatory Database system,          The front end will be a third
    Applications for                            1.3              Dental Assistants will now be able to apply party hosted application
    Dental Assistants                                            for licensure online.                       that will communicate with
                                                3.1                                                          NICUSA’s newly relaunched
                                              4.1; 4.2                                                       TPE payment gateway.

18. e-Facing               Objective 1.         1.3      Planned
    Technology          Protect the Public      3.1
                           by ensuring          3.2
                         complaints are         4.4
                          investigated.
19. Software               Objective 1.         1.3      Planned Adobe LiveCycle Designer ES2 software for 
    Upgrades            Protect the Public      3.1              electronic forms development; Adobe 
                           by ensuring          3.2              Photoshop and Adobe InDesign CS5 software 
                         complaints are         4.4              for the publication of Newsletters, web‐based 
                          investigated.                          interactive presentations and mandated public‐
                                                                 cation development.  Knowledgebase Software 
                                                                 for all web‐based processes.  




Texas State Board of Dental Examiners                                                       Agency Strategic Plan 2011-2015        Page | 68
Texas State Board of Dental Examiners


Agency Strategic Plan                                                                            For the Period
                                                                                                 2011 - 2015


 
                                                 Appendix A

               Description of the Agency Strategic Planning Process

             The State Board of Dental Examiners strategies are clearly aligned with its mission to
             provide protection to the citizens of Texas. Texas faces great change in the coming years
             and the SBDE is continuously planning to meet these challenges.

             A Strategic Planning kick-off meeting regarding the agency planning process was held to
             initiate and inform agency staff. Agency staff were invited to provide constructive feedback
             on the strengths and weaknesses of the agency and submit suggestions for working more
             effectively and efficiently, approaches to generating revenue and ideas to promote better
             health and wellness among the staff.

             In addition to internal staff meetings, licensees from the dental community and public
             constituents who have conducted business with the SBDE were invited to participate in a
             survey designed to detail levels of customer-determined service quality.

             The agency invited stakeholder associations to participate in its Strategic Planning process
             by asking questions gauged to determine strengths and weaknesses of the agency and to
             solicit thoughts and ideas for future opportunities and trends.

             Agency leadership were also asked to convene for discussions particular to key issues for the
             strategic plan, agency strengths, weaknesses, opportunities and future trends and to discuss
             the agency vision, mission and goals.

             In conclusion, it is our belief that the process of long-term planning leads to directly to
             achieving short-term operational excellence. The strategy builds synergy across the agency
             by moving all towards the same destination.




Texas State Board of Dental Examiners                                         Agency Strategic Plan 2011-2015   Page | 69
                                                 Appendix A
                                                   (Continued)


                               Strategic Plan Development Schedule
January 2010
   Executive Director meeting to obtain perspective and guidance on Strategic Plan and Strategic Planning
   process.
   Meeting with HPC Systems Analyst to discuss online Customer Service Survey Methodologies.
   Meeting with eStrategy Solutions Chief Information Officer to discuss online Customer Service Survey
   and E-mail Invitation strategies.

February 2010
   Online Customer Service Survey development, research and testing conducting.
   Submit Customer Service Survey Implementation Plan to Executive Director for review.
   Executive Director meeting to refine Customer Service Surveys and discuss survey methodologies.
   Meeting with HPC Systems Analyst to discuss online survey software functionality, web-based set-up,
   control/security measures and maintenance and database management.

March 2010
  Online Customer Service Survey testing continues.
  Develop hard-copy Public Consumer Customer Service.
  SBDE agency staff meeting to discuss strategic planning process.
  Meeting with eStrategy Solutions Director of Information Technology to discuss Data Structure, Survey Codes,
  E-mail Tracking and Reporting.
  Conduct Stakeholder Association assessment of SBDE services and future trends.

April 2010
   Deliver authorization to distribute SBDE survey invitation and reminder e-mail content to eStrategy Solutions.
   Distribute Strategic Plan topic assignments to agency directors and Information Resource Manager.
   Online Sample Survey Launch to gauge customer response.
   Conduct analysis and reporting of online Sample Customer Service Survey.

May 2010
  Conduct analysis of results from the hard copy and online Customer Service Surveys.
  Conclude revising draft Customer Service Survey Report.
  Receive narrative content and statistical data from Division Directors for the Strategic Plan.
  Conduct Final Executive Director review of Customer Service Survey Report.
  Begin drafting Strategic Plan.
  Submit Customer Service Survey Report to Board Presiding Officer for review and approval.
  Agency to receive stakeholder association input for Strategic Plan.

June 2010
   Distribute Customer Service Survey.
   Conclude revising draft Strategic Plan.
   Conduct final executive review of Strategic Plan.
   Submit Strategic Plan to Board Presiding for review, approval and signature.

July 2010
    Distribute Strategic Plan.
    Publish Strategic Plan on agency website.


Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 70
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                   For the Period
                                                                                                   2011 - 2015

 
 
                                                   Appendix B
                                Current Agency Organizational Chart


                                                  Executive Director



                      Executive
                                                                                   Staff Dentist
                      Assistant




                                                                                      Systems
                    Receptionist
                                                                                      Analyst




         General                         Director of              Director of                  Director of
         Counsel                        Enforcement               Licensing                   Administration


                                                                        Dental & Dental
                Staff                                                                                  Accounting
                                            Investigators              Hygiene Licensing
             Attorneys                                                                                 Technician
                                                                         Coordinator



                                           Administration                 Licensing
         Legal Assistants                  & Compliance                  Coordinator
                                            Supervisor


                                                                          Licensing
          Administrative                     Administrative
                                                                          Renewal
            Assistant                         Assistants
                                                                          Assistant



                                                                          Licensing
                                                                         Administrator



                                                                       Dental Assistant
                                                                         Coordinator


Texas State Board of Dental Examiners                                           Agency Strategic Plan 2011-2015   Page | 71
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 72
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                  For the Period
                                                                                  2011 - 2015

 
 
                                            Appendix C

                                 Five Year Projections for Outcomes


                       OUTCOMES                 2011   2012    2013       2014         2015

       Percent of Complaints Resulting
                                                16%    15%     14%         13%          12%
       in Disciplinary Actions

       Recidivism Rate for Those
                                                12%    12%     12%         12%          12%
       Receiving Disciplinary Action

       Percent of Documented Complaints
                                                50%    60%     65%         65%          65%
       Resolved Within Six Months

       Recidivism Rate for Peer
                                                5%     15%     12%         10%          8%
       Assistance Programs

       One-Year Completion Rate
                                                90%    90%     90%         90%          90%
       for Peer Assistance Programs

       Percent of Licensees With
                                               99.6%   99.6%   99.6%      99.6%       99.6%
       No Recent Violations

       Percent of Licensees Who
                                                95%    95%     95%         95%          95%
       Renew Online

       Percent of New Individual
                                                50%    35%     40%         45%          50%
       Licenses Issued Online




Texas State Board of Dental Examiners                          Agency Strategic Plan 2011-2015   Page | 73
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 74
Texas State Board of Dental Examiners



Agency Strategic Plan 
 
                                                                                                                           For the Period
                                                                                                                           2011 - 2015

 
                                                              Appendix D
                                         Performance Measure Definitions
     Performance measures are developed as a part of the biennial strategic planning and budgeting process, and they are set and
negotiated through a formal, though highly participatory, process. Performance measures are used to strategically identify desired
outcomes, focus on achieving those outcomes, and identify what and when improvement is needed. The key reasons for this
success within the Dental Board are (1) leadership; (2) operation between the divisions within the agency; (3) communication
within the agency; and (4) training. The Dental Board’s performance measures cover Enforcement, Legal and Licensing processes.

Mission                                                                                                  MEASURE
Agency Mission is the reason for an agency’s existence. It succinctly identifies what the                                          Goals
                                                                                                         PROCESS
agency does, and why and for whom it does it. A mission statement reminds everyone of the
unique purposes promoted and served by the agency.
                                                                                                                                   Objectives
Goals
Goals are the general ends toward which an agency directs its efforts. A goal addresses issues
by stating policy intention. Goals are both qualitative and quantitative, but not quantified. In        Key Measure =
                                                                                                                                   Strategies
a strategic planning system, goals are ranked for priority. Goals stretch and challenge an
agency but they are realistic and achievable.

Objectives
Clear targets for specific action. They mark interim steps toward achieving an agency’s long-
range mission and goals. Linked directly to agency goals, objectives are measurable, time-              Explanatory Efficiency      Output   Outcome
based statements of intent. They emphasize the results of agency actions at the end of a                         Performance Measures
specific time.


Strategies
Methods to achieve goals and objectives. Formulated from goals and objectives, a strategy is the means for transforming inputs into outputs and,
ultimately, outcomes, with the best use of resources. A strategy reflects budgetary and other resources.

Explanatory Measures
Provide information that can help users to assess the significance of performance reported on other types of measures. An agency may have
limited or no control over factors addressed by explanatory measures, including environmental or demographic characteristics related to agency
target populations. A major use of this type of measure is to describe the level of customer demand or public need for an agency’s products and
services. Explanatory measures also may focus on variables over which an agency has significant control, such as staffing patterns for specific
functions.

Efficiency Measures
Indicators of the input resources required to produce a given level of output. They measure resource cost in dollars, employee time, or equipment
used per unit of product or service output. An efficiency measure relates agency efforts to agency outputs. Indicators of average cost and average
time normally serve as efficiency measures for agency processes, but they may also serve as outcome measures when cost-per-unit-of-outcome is
the focus and can be meaningfully captured.

Outcome Measures
Indicators of the actual impact or effect on a stated condition or problem. They are tools to assess the effectiveness of an agency’s performance
and the public benefit derived therefrom. An outcome measure is typically expressed as a percentage, rate, or ratio.

Output Measures
Tools, or indicators, to count the services and goods produced by an agency. The number of people receiving a service and the number of services
delivered are often used as measures of output.

Performance Measures
Indicators of the work performance and the results achieved by the agency.




Texas State Board of Dental Examiners                                                              Agency Strategic Plan 2011-2015      Page | 75
APPENDIX D
LIST OF MEASURE DEFINITIONS                                                                                 Our Goal
                                                                                                 To ensure quality dental
Goal:
                                                                                                  care for the people of
To ensure quality dental care for the people of Texas.                                                    Texas

Objective:
Protect the public by ensuring that complaints are investigated.

Outcome Measures:
1) Percent of Complaints Resulting in Disciplinary Action
2) Recidivism Rate for Those Receiving Disciplinary Actions                                              Our Objective
3) Percent of Documented Complaints Resolved within 6 Months
                                                                                                      Protect the Public by
4) Recidivism Rate for Peer Assistance Programs                                                     ensuring that complaints
5) One-Year Completion Rate for Peer Assistance Programs                                                are investigated


1) Percent of Complaints Resulting in Disciplinary Actions

Short Definition:
Percent of complaints which were resolved during the reporting period that              Outcome Measure                   Outcome Measure
resulted in disciplinary actions.                                                      Percent of Complaints           Recidivism Rate for Those
                                                                                      Resulting in Disciplinary         Receiving Disciplinary
Purpose / Importance:                                                                          Action                            Action
This measure is intended to show the extent to which the agency exercises
its disciplinary authority in proportion to the number of complaints resolved.
It is important that both the public and the licensees have an expectation that
the agency will work to ensure fair and effective enforcement of the Act and
this measure seeks to indicate agency responsiveness to this expectation.
                                                                                        Outcome Measure                  Outcome Measure
Source / Collection of Data:                                                           Percent of Documented            Recidivism Rate for Peer
The Enforcement Division has the primary responsibility for the receipt,                Complaints Resolved              Assistance Programs
process, and assignment of complaints filed by patients and/or other                      within 6 Months
members of the general public or dental profession against Texas dentists,
dental hygienists, dental assistants, and/or dental laboratory registrants.
An investigative file accounting for each complaint filed with the Board is
maintained under the supervision of the Director of Enforcement. Data
concerning all complaints filed and their disposition is electronically maintained                       Outcome Measure
by the agency.                                                                                          One-Year Completion
                                                                                                       Rate for Peer Assistance
Method of Calculation:                                                                                        Programs
The total number of complaints resolved during the reporting period that
resulted in disciplinary action by the Board (numerator) is divided by the
total number of complaints resolved during the reporting period (denominator).
The result should be multiplied by 100 to achieve a percentage. Disciplinary
                                                                                                                  = Key Measure
action includes orders of reprimand, warning, orders of suspension, orders of
probation, orders of revocation and/or monetary fines.
                                                                                                       MEASURE PROCESS
Data Limitation:
                                                                                                                       Goal
This measure is directly affected by the number of complaints filed that prove to
be unsupported, i.e. the acts complained of are not violations of law or rule. Poor
                                                                                                                      Objective
communications between dentists and their patients (bad chair side manner) often
lead to such complaints.
                                                                                                                       Strategy
Calculation Type: Non-Cumulative.
New Measure: No.
Desired Performance: Higher than target.                                                 Explanatory    Efficiency   Output       Outcome
                                                                                                            Measures




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015     Page | 76
APPENDIX D
    LIST OF MEASURE DEFINITIONS
                                                                                                         Our Goal
                                                                                              To ensure quality dental
Goal:
To ensure quality dental care for the people of Texas.                                         care for the people of
                                                                                                       Texas
Objective:
Protect the public by ensuring that complaints are investigated.

Outcome Measures:
1) Percent of Complaints Resulting in Disciplinary Action
2) Recidivism Rate for Those Receiving Disciplinary Action
3) Percent of Documented Complaints Resolved within 6 Months                                          Our Objective
4) Recidivism Rate for Peer Assistance Programs                                                    Protect the Public by
5) One-Year Completion Rate for Peer Assistance Programs                                         ensuring that complaints
                                                                                                     are investigated

2) Recidivism Rate for Those Receiving Disciplinary Actions

Short Definition:
The number of repeat offenders at the end of the reporting period as a
percentage of all offenders during the most recent three-year period.                Outcome Measure:                  Outcome Measure:
                                                                                    Percent of Complaints            Recidivism Rate for Those
Purpose / Importance:                                                                                                 Receiving Disciplinary
                                                                                   Resulting in Disciplinary
The measure is intended to show how effectively the agency enforces its                     Action                             Action
regulatory requirements and prohibitions. It is important that the agency
enforce its act and rules strictly enough to ensure consumers are protected
from unsafe, incompetent and unethical practice by the registered or licensed
professional.

Source / Collection of Data:                                                         Outcome Measure:                  Outcome Measure:
Data concerning all complaints and their disposition is electronically              Percent of Documented            Recidivism Rate for Peer
maintained by the agency.                                                            Complaints Resolved              Assistance Programs
                                                                                       within 6 Months
Method of Calculation:
The total number of complaints resolved during the reporting period that
resulted in disciplinary action by the Board (numerator) is divided by the
total number of complaints resolved during the reporting period (denominator).
The result should be multiplied by 100 to achieve a percentage. Disciplinary                         Outcome Measure
action includes orders of reprimand, warning, orders of suspension, orders of
                                                                                                     One-Year Completion
probation, orders of revocation and/or monetary fines.                                              Rate for Peer Assistance
                                                                                                           Programs
Data Limitation:
Until September 1, 1999, warnings were not disciplinary in nature and their
inclusion in these numbers has a distorting effect. The Dental Practice Act
was amended in 1999 to include warnings within the range of disciplinary action.                               = Key Measure

                                                                                                     MEASURE PROCESS
Calculation Type: Non-Cumulative.
                                                                                                                     Goal
New Measure: No.
                                                                                                                    Objective
Desired Performance: Lower than target.
                                                                                                                     Strategy




                                                                                      Explanatory     Efficiency   Output      Outcome
                                                                                                          Measures


Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015     Page | 77
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                          Our Goal
                                                                                               To ensure quality dental
Goal:                                                                                           care for the people of
To ensure quality dental care for the people of Texas.                                                  Texas
Objective:
Protect the public by ensuring that complaints are investigated.

Outcome Measures:
1) Percent of Complaints Resulting in Disciplinary Action
2) Recidivism Rate for Those Receiving Disciplinary Actions
3) Percent of Documented Complaints Resolved within 6 Months
                                                                                                        Our Objective
4) Recidivism Rate for Peer Assistance Programs
5) One-Year Completion Rate for Peer Assistance Programs                                              Protect the Public by
                                                                                                    ensuring that complaints
                                                                                                        are investigated
3) Percent of Documented Complaints Resolved within 6 Months

Short Definition:
The percent of complaints resolved during the reporting period, that were
resolved within a six-month period from the time they were initially received
                                                                                    Outcome Measure:                   Outcome Measure:
by the agency.
                                                                                    Percent of Complaints            Recidivism Rate for Those
                                                                                   Resulting in Disciplinary          Receiving Disciplinary
Purpose / Importance:                                                                                                          Action
                                                                                            Action
The measure is intended to show the percentage of complaints which are
resolved within a reasonable period of time. It is important to ensure the swift
enforcement of the Dental Practice Act which is an agency goal.

Source / Collection of Data:
Data is provided by Enforcement Division and the Legal Division and is
electronically maintained by the agency.                                            Outcome Measure:                   Outcome Measure:
                                                                                   Percent of Documented             Recidivism Rate for Peer
Method of Calculation:                                                              Complaints Resolved               Assistance Programs
The number of complaints resolved within a period of six months or less from          within 6 Months
the date of receipt (numerator) is divided by the total number of complaints
resolved during the reporting period (denominator). The result should be
multiplied by 100 to achieve a percentage.
                                                                                                      Outcome Measure:
                                                                                                      One-Year Completion
Data Limitation:                                                                                     Rate for Peer Assistance
There are several factors that influence this measure:                                                      Programs
  1. Type of complaint—some complaints take longer to investigate than others.
  2. Scheduling of settlement conferences (budget problems)
  3. Scheduling of hearing before SOAH—if a settlement is not reached at a
                                                                                                               = Key Measure
     settlement conference, then the case goes to SOAH.
All of the above factors will affect the time it takes to resolve a complaint.                       MEASURE PROCESS
                                                                                                                     Goal
Calculation Type: Non-Cumulative.
                                                                                                                    Objective
New Measure: No.
                                                                                                                     Strategy
Desired Performance: Higher than target.



                                                                                      Explanatory     Efficiency   Output       Outcome
                                                                                                          Measures



Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015      Page | 78
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                         Our Goal
                                                                                             To ensure quality dental
Goal:                                                                                         care for the people of
To ensure quality dental care for the people of Texas.                                                Texas
Objective:
Protect the public by ensuring that complaints are investigated.

Outcome Measures:
1) Percent of Complaints Resulting in Disciplinary Action
2) Recidivism Rate for Those Receiving Disciplinary Actions
3) Percent of Documented Complaints Resolved within 6 Months                                          Our Objective
4) Recidivism Rate for Peer Assistance Programs
                                                                                                   Protect the Public by
5) One-Year Completion Rate for Peer Assistance Programs                                         ensuring that complaints
                                                                                                     are investigated
4) Recidivism Rate for Peer Assistance Programs

Short Definition:
The percent of individuals who relapse within 3 years of the end of
the reporting period as part of the total number of individuals who
participate in the program during the previous 3 years.                             Outcome Measure:                  Outcome Measure:
                                                                                   Percent of Complaints            Recidivism Rate for Those
Purpose / Importance:                                                             Resulting in Disciplinary          Receiving Disciplinary
The measure is intended to show the 3-year recidivism rate for those                       Action                             Action
individuals who have been through the peer assistance program. It is
important because it indicates that consumers are being protected from
unsafe, incompetent and unethical (professional) practice as a result
of the peer assistance program.

Source / Collection of Data:                                                        Outcome Measure:                  Outcome Measure:
Data is maintained by the board-approved peer assistance program.                  Percent of Documented            Recidivism Rate for Peer
                                                                                    Complaints Resolved              Assistance Programs
Method of Calculation:                                                                within 6 Months
Of all individuals (derived from the SBDE’s peer assistance program)
successfully completing the program in fiscal year X-3 (where X is the
current fiscal year), the percent of individuals receiving related disciplinary
action from the board anytime between the beginning of fiscal year X-3
and the end of fiscal year X (i.e., the current fiscal year).                                        Outcome Measure:
                                                                                                     One-Year Completion
                                                                                                    Rate for Peer Assistance
Data Limitation: None.                                                                                     Programs

Calculation Type: Non-Cumulative.

New Measure: No.                                                                                               = Key Measure

                                                                                                     MEASURE PROCESS
Desired Performance: Lower than target.
                                                                                                                    Goal

                                                                                                                    Objective

                                                                                                                    Strategy




                                                                                      Explanatory    Efficiency    Output      Outcome
                                                                                                         Measures


Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015     Page | 79
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                      Our Goal
                                                                                           To ensure quality dental
Goal:                                                                                       care for the people of
To ensure quality dental care for the people of Texas.                                              Texas
Objective:
Protect the public by ensuring that complaints are investigated.

Outcome Measures:

1) Percent of Complaints Resulting in Disciplinary Action.
2) Recidivism Rate for Those Receiving Disciplinary Actions.
                                                                                                   Our Objective
3) Percent of Documented Complaints Resolved within 6 Months.
4) Recidivism Rate for Peer Assistance Programs.                                                 Protect the Public by
5) One-Year Completion Rate for Peer Assistance Programs                                       ensuring that complaints
                                                                                                   are investigated
5) One-Year Completion Rate for Peer Assistance Programs

Short Definition:
Percent of individuals who successfully participated in the peer assistance
program during the year prior to the reporting period and have not relapsed     Outcome Measure                    Outcome Measure
during the one-year period.                                                     Percent of Complaints            Recidivism Rate for Those
                                                                               Resulting in Disciplinary          Receiving Disciplinary
Purpose / Importance:                                                                   Action                             Action
It is important because it indicates that consumers are being protected
from unsafe, incompetent and unethical (professional) practice as a
result of the peer assistance program.
Source / Collection of Data:                                                    Outcome Measure                    Outcome Measure
Data maintained by the board-approved peer assistance program.                 Percent of Documented              Recidivism Rate for Peer
                                                                                Complaints Resolved                Assistance Programs
Method of Calculation:                                                            within 6 Months
Of all individuals who have been referred to the peer assistance program
in fiscal year X – 1 (where X is the current fiscal year), the percent who
have successfully participated in the program for one year with no relapses.

Data Limitation: None.                                                                            Outcome Measure
                                                                                                 One-Year Completion
Calculation Type: Non-Cumulative.                                                               Rate for Peer Assistance
                                                                                                       Programs

New Measure: No.

Desired Performance: Higher than target.
                                                                                                             = Key Measure

                                                                                                MEASURE PROCESS

                                                                                                                Goal

                                                                                                                Objective

                                                                                                                Strategy




                                                                                 Explanatory    Efficiency      Output     Outcome
                                                                                                     Measures




Texas State Board of Dental Examiners                                          Agency Strategic Plan 2011-2015      Page | 80
APPENDIX D
                                                                                                       Our Goal
    LIST OF MEASURE DEFINITIONS
                                                                                            To ensure quality dental
                                                                                             care for the people of
Goal:                                                                                                Texas
To ensure quality dental care for the people of Texas.

Objective:
Protect the public by ensuring that complaints are investigated.

Strategy:
Provide a system to investigate and resolve complaints
                                                                                                      Our Objective
Efficiency Measure:
Average Time for Complaint Resolution                                                             Protect the Public by
Explanatory Measure:                                                                            ensuring that complaints
                                                                                                    are investigated
Number of Jurisdictional Complaints Received
Output Measure:
Number of Complaints Resolved


Efficiency Measure: Average Time for Complaint Resolution                                              Our Strategy
Short Definition:                                                                                  Provide a system to
The average length of time to resolve a complaint, for all complaints                                investigate and
resolved during the reporting period.                                                              resolve complaints

Purpose / Importance:
The measure shows the agency’s efficiency in resolving complaints.

Source / Collection of Data:
Data is provided by the Enforcement and Legal Divisions and is
maintained internally on the Enforcement Database.
                                                                                                   Efficiency Measure
Method of Calculation:                                                                              Average Time for
The total number of calendar days per complaint resolved, summed for all                          Complaint Resolution
complaints resolved during the period, that elapsed from initiation of an
investigation following receipt of the complaint by the agency to the date
the complaint is closed (the date final action is taken by the agency)
(numerator) is divided by the number of complaints resolved during the
reporting period (denominator). The calculation excludes complaints
determined to be non- jurisdictional of the agency’s statutory responsibilities.    Explanatory Measure              Output Measure
Cases opened before 9-1-09 are calculated from the complaint opening date            Number of Jurisdictional       Number of Complaints
until the final Board Action, which can include years of delays through the civil     Complaints Received               Resolved
litigation process. This method of calculation creates an inflated days to
resolution number.

                                                                                                                = Key Measure
Data Limitation:
These factors have an influence:                                                                       MEASURE PROCESS
1. Cases opened before 9-1-09 are calculated from the complaint opening
   date until the final Board action, which can include years of delays through                                       Goal
   the civil litigation process. This method of calculation crates an inflated
   days to resolution number.                                                                                        Objective
2. Budget restrictions.
3. Employee turnover.                                                                                                 Strategy
4. Caseload carried by each of our investigators and attorneys.
Calculation Type: Non-Cumulative.
                                                                                        Explanatory    Efficiency    Output     Outcome
New Measure: No.
                                                                                                          Measures
Desired Performance: Lower than target.


Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015      Page | 81
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                 Our Goal
                                                                                     To ensure quality dental
                                                                                      care for the people of
                                                                                              Texas
Goal:
To ensure quality dental care for the people of Texas.

Objective:
Protect the public by ensuring that complaints are investigated.

Strategy:
Provide a system to investigate and resolve complaints                                       Our Objective
Efficiency Measure:                                                                      Protect the Public by
Average Time for Complaint Resolution                                                  ensuring that complaints
Explanatory Measure:                                                                       are investigated
Number of Jurisdictional Complaints Received
Output Measure:
Number of Complaints Resolved

Explanatory Measure: Number of Jurisdictional Complaints Received
                                                                                                Our Strategy
Short Definition:
                                                                                             Provide a system to
The total number of complaints received during the reporting period,                           investigate and
which are within the agency’s jurisdiction of statutory responsibility.                      resolve complaints

Purpose / Importance:
The measure shows the number of jurisdictional complaints, which
helps determine agency workload.

Source / Collection of Data:
Complaint data is maintained electronically by the agency.
                                                                                             Efficiency Measure
                                                                                              Average Time for
Method of Calculation:                                                                       Complaint Resolution
The agency sums the total number of complaints received only relative
to their jurisdiction. The agency also keeps track of the total number
of complaints that are not within our jurisdiction; however, these
complaints are not used in our calculation.
                                                                          Explanatory Measure                     Output Measure
Data Limitation: None.
                                                                          Number of Jurisdictional               Number of Complaints
                                                                           Complaints Received                       Resolved
Calculation Type: Non-Cumulative.

New Measure: No.
                                                                                                        = Key Measure
Desired Performance: Lower than target.                                                      MEASURE PROCESS
                                                                                                                Goal

                                                                                                             Objective

                                                                                                                Strategy




                                                                               Explanatory    Efficiency    Output         Outcome
                                                                                                     Measures


Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015           Page | 82
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                   Our Goal
                                                                                        To ensure quality dental
Goal:                                                                                    care for the people of
To ensure quality dental care for the people of Texas.                                           Texas
Objective:
Protect the public by ensuring that complaints are investigated.

Strategy:
Provide a system to investigate and resolve complaints

Efficiency Measure:                                                                              Our Objective
Average Time for Complaint Resolution

Explanatory Measure:                                                                        Protect the Public by
Number of Jurisdictional Complaints Received                                              ensuring that complaints
                                                                                              are investigated
Output Measure: Number of Complaints Resolved

Short Definition:
The total number of complaints resolved during the reporting period.

                                                                                                  Our Strategy
Purpose / Importance:                                                                           Provide a system to
The measure shows the workload associated with resolving complaints.                              investigate and
                                                                                                resolve complaints
Source / Collection of Data:
Data is provided by Enforcement Divisions and the Legal Division and
is electronically maintained by the agency.

Method of Calculation:
The total number of complaints during the reporting period upon which final
action was taken by the board or for which a determination is made that a
violation did not occur. A complaint that, after preliminary investigation, is                   Efficiency Measure
determined to be non-jurisdictional is not a resolved complaint.                                  Average Time for
                                                                                                 Complaint Resolution

Data Limitation:
The following factors have an influence on this measure:
1. Employee turnover;
2. Finding qualified applicants for investigator positions and attorney           Explanatory Measure              Output Measure
   positions at the current classification;
                                                                                  Number of Jurisdictional        Number of Complaints
3. budget restrictions;                                                            Complaints Received                Resolved
4. Caseload carried by each of our investigators and attorneys.

All of the above factors will affect the time it takes to resolve a complaint.

Calculation Type: Non-Cumulative.                                                               MEASURE PROCESS


New Measure: No.                                                                                                Goal

                                                                                                               Objective
Desired Performance: Higher than target.                                         = Key Measure

                                                                                                                Strategy




                                                                                  Explanatory    Efficiency   Output       Outcome
                                                                                                     Measures


Texas State Board of Dental Examiners                                            Agency Strategic Plan 2011-2015        Page | 83
APPENDIX D                                                                                              Our Goal
    LIST OF MEASURE DEFINITIONS                                                             To ensure quality dental
                                                                                             care for the people of
                                                                                                     Texas

Goal:
To ensure quality dental care for the people of Texas.

Objective:
Protect the Public by ensuring that complaints are investigated.

Strategy:                                                                                              Our Objective
Provide a system to investigate and resolve complaints.                                           Protect the Public by
                                                                                                ensuring that complaints
Efficiency Measure:                                                                                 are investigated
Average number of days that litigated complaints have been pending.


Short Definition:
The average number of days that litigated complaints have been pending.

                                                                                                         Our Strategy
Purpose / Importance:
                                                                                                       Provide a system to
The measure shows the efficiency of the process of litigated complaints.
                                                                                                     investigate and resolve
                                                                                                           complaints


Source / Collection of Data:
Data is provided by Enforcement and Legal Divisions and is electronically
maintained by the agency.

                                                                                                       Efficiency Measure
Method of Calculation:
Numerator: The total number of calendar days per complaints that is pending                          Average number of days
due to litigation, summed for all complaints pending due to litigation. The total                    that litigated complaints
number of calendar days for this measure is calculated from the time an                                 have been pending
investigation is initiated following the receipt of a complaint by the agency to
the end of the current reporting period. Denominator: The total number of
complaints that are pending due to litigation.

                                                                                                                = Key Measure
Data Limitation:
There are many factors that influence this measure, including but not limited                    MEASURE PROCESS
to court docketing, budget restrictions, and unwillingness by affected parties
to reach a resolution.                                                                                               Goal

                                                                                                                    Objective
Calculation Type: Non-Cumulative.
                                                                                                                     Strategy
New Measure: Yes.

Desired Performance: Lower than target.
                                                                                       Explanatory     Efficiency   Output     Outcome
                                                                                                          Measures




Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015     Page | 84
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                      Our Goal
                                                                                         To ensure quality dental
                                                                                          care for the people of
Goal:                                                                                             Texas
To ensure quality dental care for the people of Texas.

Objective:
Protect the Public by ensuring that complaints are investigated.

Strategy:
Provide a system to investigate and resolve complaints.

Output Measure:                                                                                     Our Objective
Number of Complaints Pending Litigation                                                          Protect the Public by
                                                                                               ensuring that complaints
                                                                                                   are investigated
Short Definition:
The total number of complaints pending litigation.

Purpose / Importance:
The measure shows the workload associated with resolving complaints
that are involved in a litigation process.
                                                                                                      Our Strategy
Source / Collection of Data:                                                                       Provide a system to
Data is provided by Enforcement Divisions and the Legal Division and is                          investigate and resolve
electronically maintained by the agency.                                                               complaints

Method of Calculation:
The total number of complaints pending litigation upon which a final offer was
made by the board after it was determined that a violation did occur.
Data Limitation:
There are many factors that influence this measure, including but not limited                         Output Measure
to court docketing, budget restrictions, and unwillingness by affected parties
to achieve a resolution.                                                                            Number of Complaints
                                                                                                      Pending Litigation
Calculation Type: Cumulative.

New Measure: Yes
                                                                                                              = Key Measure
Desired Performance: Lower than target.
                                                                                                 MEASURE PROCESS


                                                                                                                 Goal

                                                                                                                 Objective

                                                                                                                 Strategy




                                                                                 Explanatory     Efficiency     Output    Outcome
                                                                                                    Measures




Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015        Page | 85
APPENDIX D
                                                                                                   Our Goal
    LIST OF MEASURE DEFINITIONS
                                                                                       To ensure quality dental
                                                                                        care for the people of
Goal:                                                                                           Texas
To ensure quality dental care for the people of Texas.

Objective:
Protecting the public by ensuring that complaints are investigated.

Strategy:
Operate a Peer Assistance Program for Licensed Individuals.
                                                                                                 Our Objective
Output Measure:
Number of Licensed Individuals Participating in a Peer Assistance Program                   Protecting the public by
                                                                                           ensuring that complaints
                                                                                                are investigated
Output Measure:
Number of Licensed Individuals Participating in a Peer Assistance Program

Short Definition:
The number of licensed or certified individuals (dentists, dental hygienists,
and dental assistants) who participated in a peer assistance program
sponsored by the agency during the reporting period.                                               Our Strategy
                                                                                                     Operate a
Purpose / Importance:                                                                             Peer Assistance
This measure shows licensed/certified individuals who continue to practice                          Program for
in their respective field who are participating in a substance abuse program.                   Licensed Individuals

Source / Collection of Data:

This data is provided quarterly by Board-approved peer assistance program
who maintains the information in a database. This measure only includes
licensed or certified professionals who have signed a contract to participate                      Output Measure:
and are subject to ongoing monitoring requirements.                                               Numbered of Licensed
                                                                                                Individuals Participating in
                                                                                                    a Peer Assistance
Method of Calculation:                                                                                   Program
The summation of all individuals (dentists, dental hygienists, and dental
assistants) participating in the program that have not been counted in a
previous quarter of that fiscal year.

Data Limitation:                                                                                            = Key Measure

This measure will vary from quarter to quarter depending on the number of
                                                                                                MEASURE PROCESS
participants who participate because of either (a) a board order issued by the
State Board of Dental Examiners or (b) a dental professional was aware of
his/her need to participate and participates voluntarily. By either method, a
participant must sign a contract to participate in order to be counted in this                                    Goal
measure.
                                                                                                                  Objective
Calculation Type: Non-Cumulative.
                                                                                                                  Strategy
New Measure: No.

Desired Performance: Lower than target.
                                                                                  Explanatory     Efficiency     Output        Outcome
                                                                                                      Measures




Texas State Board of Dental Examiners                                            Agency Strategic Plan 2011-2015        Page | 86
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                         Our Goal
                                                                                            To ensure quality dental
                                                                                             care for the people of
Goal:                                                                                                Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Outcome Measure:
Percent of Licensees with No Recent Violations
                                                                                                       Our Objective
Outcome Measure:                                                                                       Ensure Licensing
Percent of Licensees with No Recent Violations                                                         Standards are Met


Short Definition:
The percent of the total number of licensed individuals at the end of
the reporting period who have not incurred a violation within the
current and preceding two years (three years).

Purpose / Importance:
                                                                                                       Outcome Measure
Licensing individuals helps ensure that practitioners meet legal standards
for professional education and practice which is a primary agency goal.                           Percentage of Licensees
                                                                                                      with No Recent
This measure is important because it indicates how effectively the agency’s
                                                                                                    Violations: Dentists
activities deter violations of professional standards established by statute
and rule.

Source / Collection of Data:
Data is provided by the Director of Licensing and Director of Enforcement                                       = Key Measure
and is electronically maintained by the agency.

                                                                                                       MEASURE PROCESS
Method of Calculation:
The total number of individuals currently licensed individuals by the agency
                                                                                                                       Goal
who have not incurred a violation within the current and preceding two years
divided by the total number of individuals currently licensed by the agency. The
numerator for this measure is calculated by subtracting the total number of                                          Objective
licensees with violations during the three-year period from the total number of
licensees at the end of the reporting period. The denominator is the total number                                      Strategy
of licensees at the end of the reporting period. The result is multiplied by 100 to
achieve a percentage. A violation is the same as disciplinary action. Board
disciplinary action includes agreed board orders, orders of reprimand, orders of
warning, orders of suspension, orders of probation, orders of revocation, and/or         Explanatory    Efficiency   Output    Outcome
monetary fines on which the board has acted.
                                                                                                            Measures

Data Limitation: None.

Calculation Type: Non-Cumulative.

New Measure: No.

Desired Performance: Higher than target.




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 87
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                   Our Goal
                                                                                        To ensure quality dental
                                                                                         care for the people of
Goal:                                                                                            Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Outcome Measure:
Percent of Licensees who Renew Online.
                                                                                                Our Objective
                                                                                                Ensure Licensing
Short Definition:                                                                               Standards are Met
Percent of the total number of licensed, registered, or certified individuals
that renewed their license, registration or certificate online during the
reporting period.

Purpose / Importance:
To tract use of online license renewal technology by the licensee population.
Source / Collection of Data:                                                                    Outcome Measure
Data is provided on a Deposit Voucher generated by the agency’s electronic
system. From the information on the Deposit Voucher, an excel spreadsheet                       Percent of Licensees
is maintained by the Administration Division showing the number of online                        who Renew Online
renewals per day


Method of Calculation:
Total number of individual licenses, registrations, or certifications renewed                              = Key Measure
online divided by the total number of individual license, registrations, or
certifications renewed during the reporting period. The result should be
multiplied by 100 to achieve a percentage.                                                    MEASURE PROCESS

                                                                                                             Goal
Data Limitation: None.
                                                                                                             Objective
Calculation Type: Non-Cumulative.
                                                                                                             Strategy
New Measure: No.

Desired Performance: Higher than target.
                                                                                Explanatory   Efficiency    Output     Outcome
                                                                                                 Measures




Texas State Board of Dental Examiners                                           Agency Strategic Plan 2011-2015      Page | 88
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                       Our Goal
                                                                                             To ensure quality dental
Goal:                                                                                         care for the people of
To ensure quality dental care for the people of Texas.                                                Texas

Objective:
Ensure licensing standards are met.

Outcome Measure:
Percent of New Individual Licenses Issued Online.

                                                                                                    Our Objective
Short Definition:                                                                                   Ensure Licensing
Percent of all new licenses issued online to individuals                                            Standards are Met
during the reporting period.

Purpose / Importance:
To track use of online license issuance technology by the licensee population.


Source / Collection of Data:
Data will be provided on a Deposit Voucher generated by the agency’s                                Outcome Measure
electronic system. From the information on the Deposit voucher, an
                                                                                                    Percent of Licensees
Excel spreadsheet will be maintained by the Administration Division                                  who Renew Online
showing the number of online initial applications per day.

Method of Calculation:
Total number of new licenses issued to individuals online divided by the
total number of new licenses issued to individuals during the reporting period.
The result should be multiplied by 100 to achieve a percentage. Dental                                         = Key Measure
Assistants and Dental facilities (labs) cannot apply for licensure online;
Therefore they are not included in the calculation.

Data Limitation: None.                                                                            MEASURE PROCESS

Calculation Type: Non-Cumulative.
                                                                                                                 Goal

New Measure: No.
                                                                                                                 Objective

Desired Performance: Higher than target.
                                                                                                                 Strategy




                                                                                    Explanatory   Efficiency    Output     Outcome
                                                                                                     Measures




Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015    Page | 89
APPENDIX D
    LIST OF MEASURE DEFINITIONS

Goal:                                                                                                            Our Goal
To ensure quality dental care for the people of Texas.                                                To ensure quality dental
Objective:                                                                                             care for the people of
Ensure licensing standards are met.                                                                            Texas

Strategy:
Conduct an efficient licensure process.

Efficiency Measure:
Percentage of New Individual Licenses Issued within 10 Days


Short Definition:                                                                                             Our Objective
The percentage of initial individual license applications that were processed during the
reporting period within 10 days measured from the time in days elapsed from receipt of                        Ensure Licensing
                                                                                                              Standards are Met
the initial completed application until the date the license is issued.

Purpose / Importance:
This measures the ability of the agency to process new applications
in a timely manner and its responsiveness to a primary constituent group.

Source / Collection of Data:
Licensure by examination (WREB or CRDTS): Applications received and approved for                                Our Strategy
processing by the Licensing Administrator. Certification (verification) is obtained from
                                                                                                             Conduct an Efficient
the Board Presiding Officer and the Board Secretary. Data is entered into licensing
                                                                                                              Licensure Process
database and license numbers are assigned. Applications and required documents for
licensing are maintained in paper form for one year, then microfilmed.


Method of Calculation:
The Director of Licensing requests the Average License Turnaround report from
the agency’s electronic system showing the total number of days required to issue
licenses, the average days to issue licenses and the number of licenses issued                              Efficiency Measure
within 10 days. Divided by the number of new individual licenses issued                                     Percentage of New
within 10 days by the total number of new individual licenses issued and multiple                           Individual Licenses
the result by 100 to present as a percentage. Individuals who formerly held a                                  Issued within
Texas license or registration, but are no longer under the jurisdiction of the SBDE                           10 Days: Dentist
And have subsequently applied for another license should be considered ‘new’ for
The purposes of this calculation.
                                                                                                                       = Key Measure
Data Limitation:
Applications for licensure by examination are reviewed by the Licensing Admini-
                                                                                                            MEASURE PROCESS
strator to ascertain that all criteria for licensure are met. The Board Presiding Officer
and the Board Secretary validate each group licensed by signing a Certification
of Records. These signed certifications are kept in the Licensing Division.                                              Goal
Conversely, the license by credentials applications are received and reviewed
by the Director of Licensing to ascertain that all criteria for licensure have been                                     Objective
met. The Board Presiding Officer and the Board Secretary validate each group
licensed by credentials by signing a Certification of Records.
                                                                                                                         Strategy
Calculation Type: Non-Cumulative.

New Measure: No.
                                                                                            Explanatory   Efficiency   Output     Outcome
Desired Performance: Higher than target.                                                                      Measures




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015         Page | 90
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                           Our Goal
                                                                                              To ensure quality dental
                                                                                               care for the people of
Goal:
To ensure quality dental care for the people of Texas.                                                 Texas

Objective:
Ensure licensing standards are met.


Strategy:
Conduct an efficient licensure process.

Efficiency Measure:                                                                                      Our Objective
Percentage of New Individual License Renewals Issued within 7 Days                                      Ensure Licensing
                                                                                                        Standards are Met

Short Definition:
The percentage of individual license renewal applications that were processed
during the reporting period within 7 days of receipt, measured from the time
(in calendar days) elapsed from receipt of the renewal application until
the date the renewal license is mailed.

Purpose / Importance:
This measure the ability of the agency to process renewal applications in a                                Our Strategy
timely manner and its responsiveness to a primary constituent group.
                                                                                                        Conduct an Efficient
                                                                                                         Licensure Process
Source / Collection of Data:
License renewal applications are reviewed and approved by the License
Renewal Administrator and/or the License Renewal Assistant, who determines
that the applications have all required documents, completed renewal forms
and appropriate fees. The fees are posted to each licensing record and
deposited within three business days of our receipt. A registration certificate
is generated and mailed to the licensee. All renewal applications are maintained
by the Licensing Division in paper form for one year and then destroyed.                                 Efficiency Measure
                                                                                                      Percentage of New
Method of Calculation:                                                                                Individual License
The Director of Licensing will request a report from the agency’s electronic system                 Renewals Issued within
                                                                                                        7 Days: Dentist
showing the number of renewals, total number of days to renewal, the average days to
renewal and the number of renewals processed within 7 days. Divide the number of
individual license renewals issued within 7 days by the total number of individual license
renewals issued and multiple the result by 100 to represent as a percentage. .
                                                                                                                   = Key Measure
Data Limitation:
The License Renewal Administrator accomplishes the posting of fees. If she is                            MEASURE PROCESS
not here, there is a delay in accomplishing daily processing of renewals. Any delay
is noted in a log kept in the License Renewal Administrator’s office.
                                                                                                                        Goal
Calculation Type: Non-Cumulative.
                                                                                                                        Objective
New Measure: No.
                                                                                                                        Strategy
Desired Performance: Higher than target.

                                                                                          Explanatory     Efficiency   Output   Outcome
                                                                                                             Measures




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015     Page | 91
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                 Our Goal
                                                                                      To ensure quality dental
                                                                                       care for the people of
                                                                                               Texas
Goal:
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Explanatory Measure:                                                                          Our Objective
Total Number of Individuals Licensed: Dentists                                               Ensure Licensing
                                                                                             Standards are Met


Short Definition:
Total number of individuals licensed (dentists) at the end of the reporting
period.


Purpose / Importance:
This measure shows the total number of individual licenses currently issued
which indicates the size of one of the agency’s primary constituencies.                        Our Strategy
Source / Collection of Data:                                                                Conduct an Efficient
Data is electronically maintained by the agency. The Director of Licensing                   Licensure Process
is responsible for providing this information.

Method of Calculation:
The total unduplicated number of individuals licensed (dentists)
at the end of the reporting period. An individual who holds more than
one license is counted only once. This measure includes licensees
whose status is active, delinquent or retired.                                               Explanatory Measure:
                                                                                                Total Number of
Data Limitation: None.                                                                        Individuals Licensed:
                                                                                                     Dentists

Calculation Type: Cumulative.

New Measure: No.
                                                                                                     = Key Measure

Desired Performance: Lower than target.

                                                                                            MEASURE PROCESS



                                                                                                          Goal

                                                                                                          Objective

                                                                                                          Strategy




                                                                              Explanatory   Efficiency   Output       Outcome
                                                                                               Measures




Texas State Board of Dental Examiners                                         Agency Strategic Plan 2011-2015     Page | 92
APPENDIX D
                                                                                                 Our Goal
    LIST OF MEASURE DEFINITIONS
                                                                                       To ensure quality dental
                                                                                        care for the people of
Goal:                                                                                           Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Explanatory Measure:                                                                            Our Objective
Total Number of Individuals Licensed: Dental Hygienist
                                                                                               Ensure Licensing
                                                                                               Standards are Met


Short Definition:
The total number of individuals licensed (dental hygienists) at the end
of the reporting period.

Purpose / Importance:
This measure shows the total number of individual licenses currently
issued which indicates the size of one of the agency’s primary                                   Our Strategy
constituencies.                                                                                    Conduct an
                                                                                               Efficient Licensure
Source / Collection of Data:                                                                         Process
Data is electronically maintained by the agency. The Director of
Licensing is responsible for providing this information

Method of Calculation:
The total unduplicated number of individuals licensed (dental hygienists)
at the end of the reporting period. An individual who holds more than one                     Explanatory Measure:
license is counted only once. This measure includes licensees whose status is
active, delinquent, or retired.                                                                  Total Number of
                                                                                               Individuals Licensed:
                                                                                                 Dental Hygienist
Data Limitation: None.

Calculation Type: Cumulative.
                                                                                                           = Key Measure
New Measure: No.
                                                                                              MEASURE PROCESS
Desired Performance: Lower than target.
                                                                                                              Goal

                                                                                                              Objective

                                                                                                              Strategy




                                                                                Explanatory   Efficiency      Output    Outcome
                                                                                                 Measures




Texas State Board of Dental Examiners                                           Agency Strategic Plan 2011-2015        Page | 93
APPENDIX D
                                                                                         Our Goal
    LIST OF MEASURE DEFINITIONS
                                                                               To ensure quality dental
                                                                                care for the people of
                                                                                        Texas
Goal:
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Explanatory Measure:                                                                   Our Objective
Total Number of Business Facilities Licensed
                                                                                      Ensure Licensing
                                                                                      Standards are Met


Short Definition:
The unduplicated number of business facilities (dental laboratories)
certified by the agency at the end of the reporting period.
Purpose / Importance:
The measure shows the number of dental laboratories regulated by
the agency.                                                                             Our Strategy
                                                                                     Conduct an Efficient
Source / Collection of Data:
                                                                                      Licensure Process
Data is electronically maintained by the agency. The Director of
Licensing is responsible for providing this information.

Method of Calculation:
The unduplicated number of dental laboratories registered by the
agency is counted. A dental laboratory that hold more than one
registration is counted only once This measure includes active and
delinquent laboratories.
                                                                                     Explanatory Measure:
                                                                                     Total Number of Business
Data Limitation: None.                                                                  Facilities Licensed

Calculation Type: Cumulative.

New Measure: No.
                                                                                              = Key Measure

Desired Performance: Lower than target.
                                                                                     MEASURE PROCESS

                                                                                                   Goal

                                                                                                   Objective

                                                                                                   Strategy




                                                                       Explanatory   Efficiency   Output     Outcome
                                                                                        Measures




Texas State Board of Dental Examiners                                  Agency Strategic Plan 2011-2015     Page | 94
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                          Our Goal
                                                                                              To ensure quality dental
                                                                                               care for the people of
Goal:
To ensure quality dental care for the people of Texas.                                                 Texas

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Output Measure:                                                                                        Our Objective
Number of New Licenses Issued to Individuals: Dentists                                                 Ensure Licensing
                                                                                                       Standards are Met

Short Definition:
The number of licenses issued to previously unlicensed individuals
(dentists) during the reporting period.

Purpose / Importance:
A successful licensing structure must ensure that legal standards for
professional education and practice are met prior to licensure. This
measure is a primary workload indicator which is intended to show                                        Our Strategy
the number of unlicensed persons who were documented to have
successfully met all licensure criteria established by statute and rule                                Conduct an efficient
as verified by the agency during the reporting period.                                                  licensure process


Source / Collection of Data:
The Director of Licensing is responsible for providing the information
from the electronic system.

Method of Calculation:
This measure counts the total number of licenses issued to previously unlicensed                        Output Measure
individuals during the reporting period regardless of when the application was                          Numbered of New
originally received. Those individuals who had a license in the previous reporting                      Licenses Issued by
period are not counted. Only new licenses are counted. Individuals who formerly                        Individuals: Dentists
held a Texas license or registration but are no longer under the jurisdiction of the
SBDE, and have subsequently applied for another license, should be considered
‘new’ for the purposes of this calculation.                                                                         = Key Measure

Data Limitation:                                                                                       MEASURE PROCESS
There are a number of factors that can influence this measure (1) the number of
graduates from Texas schools and out-of-state schools, (2) exam schedules for
WREB and CRDTS, (3) the number of candidates successfully passing WREB                                                 Goal
and CRDTS, and (4) the number of credentials applicants. None of these
variables is within the SBDE’s control.                                                                                Objective

Calculation Type: Cumulative.                                                                                          Strategy

New Measure: No.

Desired Performance: Higher than target.                                                 Explanatory   Efficiency     Output   Outcome
                                                                                                           Measures




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015     Page | 95
APPENDIX D
    LIST OF MEASURE DEFINITIONS
                                                                                                            Our Goal
                                                                                                    To ensure quality dental
Goal:                                                                                                care for the people of
To ensure quality dental care for the people of Texas.
                                                                                                             Texas
Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Output Measure:
Number of Licenses Renewed (Individuals): Dentists
                                                                                                         Our Objective
                                                                                                        Ensure Licensing
Short Definition:                                                                                       Standards are Met
The number of licensed individuals (dentists) who held licenses previously and
renewed their license during the current reporting period.

Purpose / Importance:
Licensure renewal is intended to ensure that persons who want to continue to
practice in their respective profession satisfy current legal standards established
by statute and rule for professional education and practice. This measure is
intended to show the number of licenses that were issued during the reporting
                                                                                                           Our Strategy
period to individuals who currently held a valid license.
                                                                                                        Conduct an efficient
                                                                                                         licensure process
Source / Collection of Data:
The Director of Licensing is responsible for providing the information from
the agency’s electronic system and a paper listing is provided for back-up.

Method of Calculation:
The measure is calculated by querying the agency’s electronic system to produce
the total number of licenses issued to previously licensed individuals during the                          Output Measure
reporting period.                                                                                             Numbered of
                                                                                                           Licenses Renewed
                                                                                                         (Individuals): Dentists
Data Limitation:
The SBDE will always have a certain number of delinquencies during each reporting
period.
                                                                                                                  = Key Measure
Calculation Type: Cumulative.
                                                                                                     MEASURE PROCESS

New Measure: No.
                                                                                                                    Goal
Desired Performance: Higher than target.
                                                                                                                    Objective

                                                                                                                    Strategy




                                                                                      Explanatory    Efficiency    Output     Outcome
                                                                                                        Measures




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015       Page | 96
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                   Our Goal
                                                                                        To ensure quality dental
                                                                                         care for the people of
Goal:                                                                                            Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.


Strategy:
Conduct an efficient licensure process.

Output Measure:                                                                                 Our Objective
Number of New Licenses Issued to Individuals: Dental Hygienists
                                                                                                Ensure Licensing
                                                                                                Standards are Met

Short Definition:
The number of licenses issued to previously unlicensed individuals
(dental hygienists) during the reporting period..


Purpose / Importance:
A successful licensing structure must ensure that legal standards for
professional education and practice are met prior to licensure. This                              Our Strategy
measure is a primary workload indicator which is intended to show
                                                                                                     Conduct an
the number of unlicensed persons who were documented to have                                     efficient licensure
successfully met all licensure criteria established by statute and rule                                process
as verified by the agency during the reporting period.

Source / Collection of Data:
The Director of Licensing is responsible for providing the information
from the agency’s electronic system.
                                                                                                  Output Measure
Method of Calculation:
                                                                                                 Numbered of New
This measure counts the total number of licenses issued to previously                            Licenses Issued to
unlicensed individuals during the reporting period regardless of when the                            Individuals:
application was originally received. Those individuals who had a license in                      Dental Hygienists
the previous reporting period are not counted. Only new licenses are counted.
Individual who formerly held a Texas license or registration but are no longer
under the jurisdiction of the SBDE, and have subsequently applied for another
license, should be considered ‘new’ for the purposes of this calculation.                                 = Key Measure

Data Limitation:                                                                                MEASURE PROCESS
There are a number of factors that can influence this measure (1) the number
of graduates from Texas schools and out-of-state schools, (2) exam schedules                                   Goal
for WREB and CRDTS, (3) the number of candidates successfully passing
WREB and CRDTS, and (4) the number of credentials applicants. None of
                                                                                                               Objective
these variables is within the SBDE’s control.

Calculation Type: Cumulative.                                                                                  Strategy


New Measure: No.
                                                                                  Explanatory    Efficiency   Output      Outcome
Desired Performance: Higher than target.
                                                                                                    Measures




Texas State Board of Dental Examiners                                            Agency Strategic Plan 2011-2015      Page | 97
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                    Our Goal
                                                                                        To ensure quality dental
                                                                                         care for the people of
Goal:                                                                                            Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Output Measure:                                                                                  Our Objective
Number of Licenses Renewed (Individuals): Dental Hygienists
                                                                                                Ensure Licensing
                                                                                                Standards are Met

Short Definition:
The number of licensed individuals (dental hygienists) who held a license
previously and renewed the license during the current reporting period.

Purpose / Importance:
Licensure renewal is intended to ensure that persons who want to continue
to practice in their respective profession satisfy current legal standards
                                                                                                  Our Strategy
established by statute and rule for professional education and practice.
This measure is intended to show the number of licenses that were issued                        Conduct an efficient
during the reporting period to individuals who currently held a valid license.                   licensure process


Source / Collection of Data:
The Director of Licensing is responsible for providing the information from
the agency’s electronic system and a paper listing is provided for back-up.


Method of Calculation:                                                                            Output Measure:
This measure is calculated by querying the agency’s electronic system.                            Numbered of New
to produce the total number of licenses issued to previously licensed                             Licenses Renewed
individuals during the reporting period.                                                             (individuals):
                                                                                                   Dental Hygienists

Data Limitation:
The SBDE will always have a certain number of delinquencies during each
reporting period.                                                                                          = Key Measure

Calculation Type: Cumulative.
                                                                                                MEASURE PROCESS

New Measure: No.
                                                                                                                Goal

Desired Performance: Higher than target.                                                                       Objective

                                                                                                                Strategy




                                                                                  Explanatory     Efficiency   Output      Outcome
                                                                                                     Measures




Texas State Board of Dental Examiners                                            Agency Strategic Plan 2011-2015       Page | 98
APPENDIX D
                                                                                                   Our Goal
    LIST OF MEASURE DEFINITIONS
                                                                                          To ensure quality dental
                                                                                           care for the people of
Goal:                                                                                              Texas
To ensure quality dental care for the people of Texas.

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Output Measure:                                                                                  Our Objective
Number of New Registrations Issued: Dental Assistants
                                                                                                 Ensure Licensing
                                                                                                 Standards are Met

Short Definition:
The number of certificates issued to previously uncertified individuals
(dental assistants) during the reporting period.

Purpose / Importance:
A successful licensing structure must ensure that legal standards for
professional practice are met prior to certification. This measure is a                           Our Strategy
primary workload indicator which is intended to show the number of
dental assistants who have successfully met all certification criteria                         Conduct an efficient
established by statute and rule as verified by the agency during the                            licensure process
reporting period.

Source / Collection of Data:
The Director of Licensing is responsible for providing information from
the agency’s electronic system.

Method of Calculation:                                                                            Output Measure
This measure counts the total number of certificates issued to previously                         Numbered of New
                                                                                                 Registrations Issued:
uncertified dental assistants during the reporting period. Those individuals
who received a certificate in the previous reporting period are not counted.                      Dental Assistants
Only new certificates are counted.


Data Limitation:
Data is limited to the number of persons who wish to take dental x-rays in a                           = Key Measure
dental office. This number is beyond the control of the SBDE. This data will
show the workload in the licensing area.
                                                                                              MEASURE PROCESS

Calculation Type: Cumulative.
                                                                                                             Goal
New Measure: No.
                                                                                                            Objective
Desired Performance: Lower than target.
                                                                                                             Strategy




                                                                                Explanatory   Efficiency   Output    Outcome
                                                                                                  Measures




Texas State Board of Dental Examiners                                          Agency Strategic Plan 2011-2015   Page | 99
APPENDIX D
    LIST OF MEASURE DEFINITIONS                                                                             Our Goal
                                                                                                To ensure quality dental
                                                                                                 care for the people of
Goal:
To ensure quality dental care for the people of Texas.
                                                                                                         Texas

Objective:
Ensure licensing standards are met.

Strategy:
Conduct an efficient licensure process.

Output Measure:                                                                                           Our Objective
Number of Registrations Renewed: Dental Assistants
                                                                                                         Ensure Licensing
                                                                                                         Standards are Met

Short Definition:
The number of certified individuals (dental assistants) who held certifications
previously and renewed their certification during the current reporting period.


Purpose / Importance:
To determine the number of dental assistants who renew their Texas certificate.
This measure can be used to determine the impact to the agency workload as                                  Our Strategy
this number increases.                                                                                        Conduct an
                                                                                                          efficient licensure
Source / Collection of Data:                                                                                    process
The Director of Licensing is responsible for providing the information from the
agency’s electronic system and a paper listing is provided for back-up.

Method of Calculation:
This measure counts the total number of certificates renewed by dental assistants
during the reporting period. Those individuals who renewed their certificate in the
previous reporting period are not counted. Only new certificate renewals are counted.                      Output Measure
                                                                                                              Numbered of
Data Limitation:                                                                                         Registrations Renewed:
                                                                                                           Dental Assistants
Data is dependent on the actual number of individuals that choose to continue their
certification as a dental assistant. This data shows the workload in the licensing area.

Calculation Type: Cumulative.                                                                                     = Key Measure

New Measure: No.
                                                                                                         MEASURE PROCESS

Desired Performance: Lower than target.                                                                                  Goal

                                                                                                                        Objective

                                                                                                                         Strategy




                                                                                           Explanatory     Efficiency   Output    Outcome
                                                                                                              Measures




Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015        Page | 100
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                         For the Period
                                                                                                         2011 - 2015

 
                                                      Appendix E
                                                   Workforce Plan

Our Vision                                                        Our Customer Service Principles
     To rise to the challenge of creating and sustaining a             The SBDE uses seven principles of quality customer
successful State Agency by increasing and embracing open          service for our populations:
communication, respecting opposing opinion, maintaining an           Accessible Facilities and Staff.
open mind, and finding the balance of compassion and duty.           Timely Assistance.
                                                                     Quality Work.
Our Mission                                                          Fast Response to Problems.
     The State Board of Dental Examiners will safeguard the
                                                                     Fair and Equitable Treatment.
dental health of Texans by developing and maintaining
                                                                     Privacy and Confidentiality.
programs to ensure that only qualified persons are licensed to
provide dental care; and ensure that violators of laws and           Innovation and Improvement.
rules regulating dentistry are sanctioned as appropriate.
                                                                  Accessible Staff and Facilities
                                                                  Agency staff can be contacted by e-mail, telephone or letter.
Our Philosophy
      We will act with the highest standard of ethics, account-        Dental Board Address:
ability, efficiency, and openness. We will earn the public               Texas State Board of Dental Examiners
trust by regulating the practice of dentistry in a balanced and          333 Guadalupe, Tower 3, Suite 800
sensible manner.                                                         Austin, Texas 78701-3942

                                                                       Agency Switchboard:
Our Compact with Texans –
                                                                         (512) 463-6400
What You Can Expect From Us                                              (8 a.m. – 5 p.m., Central Standard Time, Mon – Fri)
     The Texas State Board of Dental Examiners (SBDE), we
recognize our responsibilities to both consumers and the               Fax Machine:
dental industry. We work to fulfill our legislative mandate to           (512) 463-7452
regulate the dental industry while protecting the people and
                                                                       E-Mail:
businesses that are served by dentistry. We pledge to provide
quality service to all of our customers.                                 Correspondence:     information@tsbde.state.tx.us
                                                                         Complaints:         complaints@tsbde.state.tx.us
The SBDE strives for excellent customer service through our              Open Records:       openrecords@tsbde.state.tx.us
professional attitude, competence and efficiency. As a
customer of the SBDE, you can expect us to:                       Timely Assistance
    Treat you with courtesy and respect.                             Helpful information resources are available at our main
    Be fair, ethical and professional.                               office and with our field investigative staff. Information
                                                                     is also available online at www.tsbde.state.tx.us.
    Provide timely and responsible service.
                                                                     You will get fast, accurate responses to your information
    Give you clear, accurate and consistent information.             needs.
    Strive for continuous improvement in all our services.
                                                                     If you have a complaint, it will be handled by an agency
                                                                     expert.
                                                                     The rule, publications and forms are readily available and
                                                                     written clearly.


Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015   Page | 101
     The main office of the SBDE is open between 8 a.m. and        The SBDE regularly assesses its customer service satisfaction
5 p.m., Central Standard Time, Monday through Friday.              levels through surveys. The agency also monitors its progress
Information is available on the agency’s website 24 hours a        through the use of performance measures designed to evaluate
day, 7 days a week. A Fax machine is available 24 hours a          the level of customer satisfaction with major areas of the
day, 7 days a week as well.                                        agency.


Quality Work                                                       Our Goals
     The agency’s trained, professional staff strive to get             To ensure quality dental care for the people of Texas.
every aspect of a customer’s affairs right the first time.
                                                                        The Dental Board’s office offers a work environment
                                                                   based on the concepts of innovation, inspiration and
Fast Response to Problems                                          creativity. Recruiting and retaining a skilled work force to
     Agency staff will treat all customers with care and           meet the overall goal and objectives, both short and long term,
attention whether applying or renewing a license, seeking          are critical to the agency’s continued success. Through
information, filing a complaint on a dental professional with      innovative employees come innovative ideas that improve the
the Board or conducting business regarding an on-going             way the agency functions.
investigation.
                                                                   Our Objectives
    Despite the agency’s best efforts, there are anticipated           During the 2011-2015 biennium and beyond, the Dental
complications that can cause delays when delays arise. All         Board will strive to maintain optimum staffing levels. Each
complaints are handled with a sense of urgency. If a               and every employee is critical to the Agency’s functions
complaint is filed, a response can be expected within 30 days.     which include:
                                                                       Providing customer service.
Fair and Equitable Treatment
                                                                       Providing administrative services.
     The SBDE promises all of its processes are fair,                  Licensing qualified dentists and dental hygienists.
equitable and timely. For special needs, staff are available for
                                                                        Registering dental laboratories and qualified dental
assistance at: information@tsbde.state.tx.us.
                                                                        assistants.
                                                                       Issuing permits to Mobile Dental Facilities.
Privacy and Confidentiality
                                                                        Annually renewing the license or registration of dentists,
    The Dental Board office will follow the letter of the law           dental hygienists, dental assistants, dental laboratories
when it comes to customer privacy and confidentiality.                  and mobile dental facilities.
                                                                       Investigating all complaints received.
Innovation and Improvement
                                                                        Prosecuting complaints through informal and formal dis-
     Customer input is critical to the agency’s continuous              ciplinary means.
improvement efforts. Customers are surveyed on a regular               Monitoring on-going compliance of disciplined licensees
basis to obtain input and ideas to improve agency processes.           and registrants.
Constructive criticism is encouraged and welcomed.

                                                                   Strategies
Our Customer Service Standards
      Licensure information is available online 24 hours a         Equal Employment Opportunity Program
      day, 7 days a week.                                               The Dental Board office successfully implements the
      The complaint process is explained online and is             Equal Employment Opportunity Program which ensures
      available for customers to read 24 hours a day, 7 days a     ethnic minorities and females are utilized in proportion to
      week.                                                        their availability in the work force. Currently, minorities
                                                                   comprise 15 percent of the agency’s total labor force and
      Telephone messages will be returned within 48 hours.
                                                                   women comprise 70 percent of the agency’s labor force.
      Consumers who file a complaint on a dental pro-
      fessional with the Board will receive a response within           The Texas Workforce Commission lists statistics for the
      30 days.                                                     statewide civilian work force using a series of broad job
                                                                   categories. Exhibit 1 compares these statistics with Dental
                                                                   Board staffing patterns:



Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 102
  EXHIBIT 1
  Statewide Employment Statistics
                                 Caucasian                African                Hispanic
                                                                                                         Females                Males
                                 Americans               Americans              Americans
        Job Category

                            No     SBDE     State   No    SBDE     State   No    SBDE     State    No    SBDE      State   No   SBDE     State
      Officials /
      Administrators         5    100%      74%      0     0%       9%      0     0%      13%       5    100%      49%     0    0%       51%

      Professionals         13    100%      62%      0     0%      11%      0     0%       0%       4    30%       55%     9    70%      45%

      Technical              1    100%      52%      0     0%      15%      0     0%       0%       0     0%       0%      1    100%     48%
      Para-
      Professionals          2    100%        *      0     0%        *      0     0%        *       2    100%       *      0    0%        *
      Administrative
      Support                7     58%      50%      2    17%      20%      3     25%     28%      12    100%      88%     0    0%       12%
   Source: State statistics extracted from "Equal Employment Opportunity and Minority Hiring Practices Report, January 2008."
   * - Statistics on Statewide Para-professionals is not available.


Training
                                                                           a wide range of issues, from everyday concerns to serious
     To facilitate employee training, the agency’s Human                   problems.
Resources Staff continually monitor required Equal Oppor-
tunity Employment (EEO) training for all employees.                              Employees are also eligible for a one-time merit salary
                                                                           increase as funds allow. Administrative leave is also awarded
     Training opportunities in professional and personal                   to staff for outstanding performance.
development are available through the Texas Comptroller’s
Office, the State Office of Risk Management, and Health                    Health and Wellness Program
Professions Council.                                                             To improve the health, fitness, well-being and pro-
                                                                           ductivity of Dental Board employees, the Human Resources
     The Director of Enforcement (DoE) monitors required                   staff routinely distribute a Wellness Newsletter prepared by
Texas Commission on Law Enforcement Officer Standards                      Alliance Work Partners that includes tips for healthier living.
and Education (TCLEOSE) training for all agency investi-
gators. The DoE attends biennial Police Chief Training                           To maintain morale, welfare, and encourage cama-
conducted at the Bill Blackwood Institute, Law Enforcement                 raderie, Agency staff periodically host luncheons and
management Institute of Texas, at Sam Houston State                        activities throughout the year and will invite staff from other
University.                                                                state agencies as well.

     The agency also supports training and Continuing Legal
                                                                           Outsourcing
Education for the General Counsel, staff attorneys and legal
                                                                                 The SBDE is committed to the quality of service it
assistants.
                                                                           provides to the citizens of Texas. The agency evaluates its
      Agency staff also take advantage of business-oriented                functions to determine if the functions can be done more
training seminars, workshops, conferences and technical                    efficiently at a lower cost by utilizing other state agencies or
training courses offered by SkillPath.                                     the private sector.


Additional Incentives                                                      Organizational Structure
     To further retain skilled employees, the Dental Board                      The Dental Board’s office accomplishes its mission
offers a flexible daily work schedule and compressed work                  through give program divisions: Executive; Administration;
week option. This program allows the agency to benefit from                Licensing; Enforcement; and Legal. Within this framework,
reduced absenteeism and leave usage, as well as higher                     the agency is a cohesive organization dedicated to carry out
employee morale and lower turnover.                                        its mission in a manner consistent with statutory requirements
                                                                           to ensure dental health and safety of the public.
      Another support program offered to agency personnel
is the Employee Assistance Program offered through Alliance
Work Partners. Alliance Work Partners provides employees
with confidential, personal support for



Texas State Board of Dental Examiners                                                             Agency Strategic Plan 2011-2015      Page | 103
HUMAN RESOURCES
      The Dental Board has complex and varied duties that
                                                                  EXHIBIT 3
require experienced and highly skilled employees. The
agency meets this challenge by offering minimum com-              Tenure
petitive salaries, training opportunities, innovative human
resources policies and a participatory management team.


Staffing Pattern and Profile
     The agency strives to hire qualified employees and seeks
to develop a “team approach” to problem solving in order to
accomplish the SBDE’s mission and to serve the citizens of
Texas in an efficient and cost efficient manner.

                                                                  EXHIBIT 4
     Funding for parity was approved by the 80th Texas
Legislature (Regular Session) which has resulted in the           Turnover
agency seeing stabilization in the Enforcement and Legal
Divisions.


Demographic Age of Employees and Tenure
     Over 51 percent of the Dental Board employees are 50
years or older (See Exhibit 2). Statistics show that almost
one-half of the work force has less than two years of
experience working for the Dental Board. (See Exhibit 3)


Employee Turnover
     Depicted in Exhibit 4, is the historical turnover rate for   EXHIBIT 5
the agency. Turnover for the SBDE is markedly higher to that
of other State agencies within Article VIII and statewide.
                                                                                  Work Force
                                                                                   Ethnicity
     As of May 15, 2010, the turnover rate for Fiscal Year
2010 is 15.4 percent. State employees report that they
primarily leave state employment voluntarily. In the last two
to three years, many have reported that higher pay in other
positions, or in the private sector, as the primary reason for
leaving the SBDE.

     Despite high turnover rates reported in past years, the
Dental Board continues to monitor and analyze the reasons
why employees leave the agency. Sixty percent of those
responding to the Texas Employee Exit Survey indicated that       EXHIBIT 2
they would want to work for the SBDE again in the future.
                                                                  Age
Ethnicity
    Exhibit 5 depicts Dental Board workforce ethnicity as of
May 15, 2010.




Texas State Board of Dental Examiners                                         Agency Strategic Plan 2011-2015   Page | 104
Projected Retirement Eligibility                                  Bridging the Gap
     The SBDE could potentially see over 50 percent of its             In order to address deficits within the agency’s current
employees retire within the next 5 to 10 years. Exhibit 6         work force and future demands, four key strategic objectives
depicts Dental Board workforce retirement eligibility over the    that have been incorporated into this work force plan:
next six years. Exhibit 7 illustrates retirement eligibility by
job category.                                                       1     Attract and develop a skilled work force committed
                                                                          to outstanding performance.
  EXHIBIT 6
                                                                    2. Retain the right employees for the job.
  Projected Retirement Eligibility
                                                                    3. Achieve results with a customer-focused,
                                         Percentage of                 performance-based agency culture.
                        Projected       Total FTEs (FTE
      Fiscal Year      Retirements         Cap = 37)                4. Cultivate leaders among the staff – Doing more
          2010               1              2.70%                      with less.
          2011               2              5.41%
          2012               1              2.78%                 1. Attract and develop a skilled work force
          2013               2              5.56%                    committed to outstanding performance.
          2014               0               0%
          2015               2              5.56%                       Goal
                                                                              Become the employer of choice.

Future Work Force Profile                                               Rationale
     After analyzing work force information gathered from                      There is a competitive job market for qualified
agency divisions, it has been determined that the agency work           individuals. The agency will continue to reward
force currently has the necessary skills to do the required             exceptional performance within statutory limitations, pro-
work. In the next five years, however, the agency could                 vide staff development through training opportunities,
experience a shortage of required skills, particularly in               provide career opportunities, and support innovation and
management due to potential retirements and normal attrition.           excellence.

     There is a potential skills imbalance “gap” between                Practical Steps
tenured/skilled employees (employees with 10+ years of
                                                                           Create customized recruitment strategies based on
service) with institutional business knowledge and technical
                                                                           managers’ staffing goals, current/future program
expertise and employees with less tenure (10 years or less
                                                                           priorities and specific job vacancies.
service). Consequently the future work force may lack
mission critical skills unless steps are taken to develop less             Provide assessment tools to identify applicants who
tenured employees.                                                         have an aptitude for the position for which they apply.
                                                                           Offer alternative work schedules to attract applicants,
    The agency will continue to work with divisions on                     telecommuting, flexible work hours.
succession plan and developing desired skill sets and
competencies for these positions.                                          Identify and cross-train employees.

  EXHIBIT 7
                                                                  2. Retain the right employees for the job.
     Retirement Eligibility by Job Category
                                                                        Goal
                                                                            Ensure that the Dental Board work force has the
                                                                        appropriate skills, knowledge and motivation to achieve
                                                                        the agency mission.

                                                                        Rationale
                                                                            The Dental Board, like many State agencies, faces the
                                                                        threat of high turnover due mostly to salary limitations.
                                                                        The loss of experienced, trained employees directly
                                                                        impacts service delivery. To address the deficits between


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 105
   the current work force and future demands, the agency has                 Recognize employees who align and support the
   developed several practical steps based on a range of                     vision and mission of the agency.
   factors identified through analyzing the agency and its                   Provide training for supervisors and managers, and
   work force.                                                               require attendance and successful completion, on
                                                                             topics of agency policy and positive performance
Practical Steps                                                              to ensure that new employees receive better on-
                                                                             the-job training.
       Implement a fair compensation program intended to
       retain and reward employees.                                          Explore opportunities for job rotation for
                                                                             employees in extremely difficult and stressful jobs.
       Develop strategic to address turnover, including:
             Ensure sufficient FTEs are available for the
                                                                   3. Achieve results with a customer-focused,
             volume of work to be accomplished.
                                                                      performance-based agency culture.
             Provide a realistic preview of the job during the
             interview process.                                      Goal
             Ensure that supervisors set clear expectations of            Improve the quality of services we provide to our
             the new hire (and all employees).                       customers both external and internal.
             Assign a current employee as a peer mentor in
             the same job to assist the new employee in              Practical Steps
             acclimating to the new position and ensure                Exemplify customer service from the top down.
             support from the lead worker; and                         Value your employees so they can value your cus-
             Have the supervisor, or division director, hold           tomers.
             frequent meetings with the new employee to                Align the organization around the customer-focused
             provide immediate feedback and information on             vision.
             how to improve within the position.                       Engage staff buying into and living new behaviors.
       Ensure separating employees participate in the State              Measure progress at the individual, team and
       Auditor Office Exit Survey process and analyze the                organizational levels
       survey responses to determine appropriate actions for
                                                                         Align all internal systems and components for con-
       improving retention.                                              sistency
       Grant administrative leave for outstanding perform-               Reward and recognize people who embody the
       ance.                                                             desired culture
       Establish flexible work schedules to retain staff and             Coach those who do not reflect the desired culture
       meet the needs of the agency using:
                                                                       Consistently monitor the level of customer satisfaction.
           Telecommuting.
           Flexible Hours.                                         4. GROW leaders among the staff.
           Provide professional development training in the            G–    Goal       What do you want?
           employee’s career field.                                    R –   Reality    What is happening now?
           Expand the Wellness Program to promote organi-              O–    Options    What could you do?
           zational satisfaction, reduce employee stress, and          W–    Will       What will you do?
           reduce turnover.
                                                                     Goal
           Ensure the Employee Assistance Program makes
                                                                        Provide employees with developmental opportunities,
           regular presentations to staff on topics of interest,
           such as stress in the work place, employee                challenges and training designed to expose them to new
           burnout, and prevention strategies.                       and increased responsibilities.
           Implement an agency recognition program to                Rationale
           ensure that employees know that their work is                 Workload increases while resources dwindle. The
           valued and appreciated by:
                                                                     agency finds their value compromised by these fiscal
                 Providing non-monetary incentive awards             limitations. The answer lies in leveraging the power of the
                 high-performing employees.                          people who work in the agency every day by
                 Have management send notes, memos, and e-           empowerment to use and implement creative method-
                 mails, thanking and congratulating employees        ologies. By developing the leadership abilities of the staff,
                 who perform exceptionally well on special           we bring greater meaning and satisfaction to the work we
                 projects and provide exceptional customer
                                                                     do and increase the performance of our team.
                 service to internal and external customers.



Texas State Board of Dental Examiners                                               Agency Strategic Plan 2011-2015     Page | 106
   Practical Steps
       Identify staff who would benefit from coaching and
       mentoring to aid their transition into a new role and
       development within it.
       Identify the nature of the coaching or mentoring that
       would best support the staff member’s induction and
       development. Include a strong focus on leading and
       managing people.
       Identify individuals who can offer coaching and
       mentoring.
       Identify individuals externally who can offer coaching
       and mentoring.
       Develop and implement training activities that meet
       individual needs.
       Set a vision for agency improvement and create a
       leadership strategy to achieve this vision which
       includes potential and emergent leaders.
       Create job descriptions and role profiles to reflect
       improvement objectives and opportunities for leaders
       to develop new skills.
       Establish a collaborative approach to encouraging
       leadership.
       Document and benchmark the evaluation process.
       Develop a culture for learning.

Succession Planning
     Management promotes succession planning and the
development of future organizational leaders through mentor-
ing, on-the-job training, and cross-training.

     The agency is implementing an updated performance
evaluation process. The revised performance appraisal
process will allow for the inventory of position competencies
and skill requirements and include an employee professional
development plan. This model will also include the inte-
gration of employee job descriptions, accomplishments and
specific behaviors expected for each performance rating as
well as manager/employee feedback.




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 107
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Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                 For the Period
                                                                                 2011 - 2015

 




                                              Appendix F

                                        Customer Service Survey




                                               Linking  
                 
                                        Individual Strengths 




                                                                                           




Texas State Board of Dental Examiners                        Agency Strategic Plan 2011-2015   Page | 109
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Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 110
Appendix F


Customer Service Survey
   Strategic Plan 2011-2015


 Board Leadership:
          Dr. William L. Purifoy, Presiding Officer
          Dr. Tamela Gough, Board Secretary

 Agency Leadership:
          Ms. Sherri Sanders Meek, Executive Director


Survey Administrative Profile
Collection Period:
  April 1, 2010 – May 7, 2010


Agency Contact Information:
  Texas State Board of Dental Examiners
  333 Guadalupe, Tower 3, Suite 800
  Austin, Texas 78701-3942
  Phone: (512) 463-6400
  Fax: (512) 463-7452
  E-Mail: information@tsbde.state.tx.us
  Website: www.tsbde.state.tx.us


Collection Methods:
   Internet Survey and Paper Survey by Mail


Survey Liaison:
  Vicki J. Shoesmith
  Assistant to the Executive Director


Report Date:
   June 1, 2010




Texas State Board of Dental Examiners                   Agency Strategic Plan 2011-2015   Page | 111
 TABLE OF CONTENTS

Introduction………………………………………………………………………………………………………..                                             3

Compact with Texans…………………………………………………………………………………………….                                           3

Report on Customer Service…………………………………………………………………………………….                                       3

     Overview………………………………………………………………………………………………………                                              3

     Methodology………………………………………………………………………………………………….                                            4

     Customer Feedback Process……………………………………………………………………………….                                     5
         Figure 1. Five Key Points of Customer Feedback

     Survey Distribution…………………………………………………………………………………………..                                      5

     Objectivity and Confidentiality of the Survey……………………………………………………………..                       6

     Survey Questions and Format……………………………………………………………………………..                                   6

     Survey Timeline……………………………………………………………………………………………..                                         6

     Customers Surveyed………………………………………………………………………………………..                                        7
         Table 1. Active Jurisprudence Assessment Registrations

     Customer Group Limitations………………………………………………………………………………..                                   7

     Efficiency Measure…………………………………………………………………………………………..                                       7
          Figure 2. Cost Comparison

     Response Rates……………………………………………………………………………………………..                                          8
         Table 2. Licensee Survey Responses
         Table 3. Public Consumer Responses

     Notes on the Results of this Survey……………………………………………………………………….                              9

     Historical Data………………………………………………………………………………………………..                                        9

     Survey Summary..………………………………………………………………………………………......                                      9

     Survey Conclusion………………………………………………………………………………………….. 11

Acknowledgements………………………………………………………………………………………………                                             11

Appendices
    1. Compact with Texans
    2. E-Mail Invitation Content
    3. Reminder E-Mail Invitation Content
    4. Customer Service Survey - Licensee Questions
    5. Customer Service Survey Form – Public Consumers
    6. Licensee Survey Response Charts
    7. Public Consumer Survey Response Charts




Texas State Board of Dental Examiners                      Agency Strategic Plan 2011-2015   Page | 112
Introduction
State law (Texas Government Code, Section 2114.002) requires State agencies to report, not later than June 1, of each even-
numbered year, on the customer service information gathered under this statute
to the Governor’s Office of Budget and Planning and Policy (GOBPP) and the Legislative Budget Board (LBB).

The customer service report was prepared for submission to state leadership in fulfillment of these statutory requirements. The
State Board of Dental Examiners (SBDE) is pleased to report on its concentrated efforts to provide outstanding customer service
to everyone who conducts business or otherwise interacts with the agency.

The SBDE has placed a strong emphasis on excellence in customer service and is committed to an ongoing collaboration with
stakeholders, fellow agencies, educators and the public in improving the quality of life for all Texans.

Exemplary customer service is a routine component of every SBDE initiative. We will continue to hold ourselves to the highest
standards of outstanding customer service as an integral part of implementing the technology vision that is transforming state
government to best service all Texans, now and in the future.


Compact with Texans
In accordance with Texas Government Code, Section 2114.006, each state agency shall create a “Compact With Texans.” The
Compact with Texans is available on the SBDE website under Agency Publications at www.tsbde.state.tx.us. A copy of the
SBDE Compact with Texans is at Appendix 1.


Report on Customer Service
OVERVIEW
The 2010 survey was designed to measure the elements specified in the LBB’s Strategic Planning Instructions in a cost-effective
and statistically sound method. These elements are:

     (1) Facilities, including cleanliness and customer access to these facilities;

     (2) Staff, including helpfulness, willingness to listen, and overall professionalism;

     (3) Communications, including e-mail and by telephone; access to staff, ability to timely serve customers; number and
         reason for contacting the Board,

     (4) Internet site, including ease of use of the site, accessibility and helpfulness of information online;

     (5) Complaint handling process, including the clarity of the Complaint Form and Release of Records Form, professional
         management of the complaint and receipt of status updates;

     (6) Complaint resolution process, including the communication of the complaint, guidance in responding to the
         complaint and overall professionalism in case management;

     (7) Printed materials, to include forms and applications are assessed within specific elements listed above.




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015   Page | 113
Overview (Continued)

The SBDE added several new elements to its 2010 Customer Service Survey. These new elements include:

     (1) Demographics, including gender and age.

     (2) Professional membership, including membership status within the dental community.

     (3) Profession questions. Including the following:

                   Dentists. Delegation of x-rays to a Dental Assistant, verification of an Registered Dental Assistant (RDA)
                   Credential on the SBDE website, and knowledge of the Texas Disaster Volunteer Registry.

                   Dental Hygienists. Knowledge on Board appointment eligibility; recording treatment in dental records;
                   awareness of the Dental Hygiene Advisory Committee.

                   Dental Assistants. Knowledge of fines and possible disciplinary action; verifying the status of an Registered
                   Dental Assistant (RDA) Credential on the SBDE website.

                   Dental Laboratories. Knowledge of outsourced work orders and Professional Development Credit for
                   completion of the SBDE Jurisprudence Assessment.

     (4) Modern technology, including the maintenance of electronic records, taking of digital x-rays, completion of
         continuing education online, and computer technology with internet access in the dental office.

     (5) News and information, including interest in subscribing to a quarterly newsletter, a suggested fee associated with a
         quarterly newsletter, list of suggested topics to be covered in a newsletter and where licensees are currently obtaining
         information on the regulation of their respective profession.

     (6) Rules and laws, including location of information published on the website; licensees submitting comments on
         proposed rulemaking actions; and interest in participating in the rulemaking process.

     (7) License renewal, including knowledge and interest in renewing online and reasoning for non-renewal online.

METHODOLOGY
The surveys were designed to establish a forum in which the direct recipients of services could evaluate interactions, recognize
outstanding service and offer insights into how service is received and where it could be improved. The objective of both surveys
was to represent the perception of all SBDE customers.

The SBDE revised its strategy in conducting its Customer Service Survey for 2010. Survey participants were categorized into
two customer groups: Licensees and public consumers.

Licensees who were asked participated in the online Customer Service Survey included dentists, registered dental hygienists,
dental assistants and dental laboratory owners, managers or certified dental technician employees who have completed the online
SBDE Jurisprudence Assessment. User e-mail addresses were derived from the online Jurisprudence Assessment registration
process over the period of November 1, 2007 to March 22, 2010.




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015    Page | 114
CUSTOMER FEEDBACK PROCESS
The SBDE continues to look at customer-related initiatives in support of Strategic Planning. They have included:

       Conducting Stakeholder Meetings
       Training employees on customer service delivery
       Completing the 2009 Customer Service Survey and Report.
       Completing the 2010 Customer Service Survey that is the subject of this report.

To give a broader perspective, the Customer Service Survey is part of the SBDE customer feedback process, illustrated in Figure
1. Therefore, this report is part, but certainly not all, of the means by which the SBDE captures and uses customer feedback.


                     FIGURE 1. – Five Key Points of Customer Feedback




SURVEY DISTRIBUTION
     Licensee Survey.
     SBDE licensees were invited via e-mail to participate in the survey. The e-mail invitation emphasized the importance of
     customer input to the agency, assured the confidentiality of every survey participant and, for convenience, provided a direct
     link to the online survey instrument.

     Public Consumer Survey.
     Public consumers who have filed a complaint regarding a dental professional with the Dental Board were mailed a paper
     survey and asked return the survey in a SBDE-addressed, postage-paid envelope by an established due-date. The selection
     of consumers was made using true random number generator computer software.




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 115
OBJECTIVITY AND CONFIDENTIALITY OF THE SURVEY
     Licensee Online Survey.
     As the survey was conducted directly by the SBDE, a number of steps were taken to ensure
     objectivity and confidentiality.

             The initial invitation E-Mail was sent on the day the opening date of the survey. (Appendix 2)

             A reminder invitation E-Mail was sent three days prior to the closing date. (Appendix 3).

             The e-mail explained the reasons for conducting the survey, explained that the SBDE was conducting the
             survey, and that all responses would be treated confidentially. These points were repeated on the survey
             website as well. The data from participants was captured and analyzed by the Assistant to the Executive
             Director, and is only accessible to the SBDE.

             Contact names and telephone numbers for the SBDE Assistant to the Executive Director was clearly
             provided in the E-Mail. Participants were advised to contact the Assistant if clarification regarding any
             aspect of the survey was required.

             The questions were worded in a neutral way so as to minimize bias in the responses of the participants.

             Where appropriate, the option of a “Not Applicable” answer was provided.

             Comment boxes were offered throughout the survey. Of those who participated, 466 took the opportunity to
             offer comments or feedback, many of which were honest and open, suggesting participants’ confidence in
             the integrity of the survey.

The SBDE is committed to listening to its customers, and to acting on the information gained from comments and feedback.
The SBDE will examine the comments and feedback provided by the public concerns who participated in the survey to
determine any specific areas of customer concern that need to be addressed.


SURVEY QUESTIONS/FORMAT
A copy of the questions asked in the online survey given to licensees is provided at Appendix 4.
A copy of the paper survey distributed to public consumer complainants is available at Appendix 5.


SURVEY TIMELINE
     Licensee Survey.
     The online sample survey opened on April 12, 2010 and closed on May 7, 2010. The full survey launch opened on
     April 26, 2010 and closed on May 7, 2010.

     Public Consumer Survey.
     The consumer survey opened on April 1 and closed on April 30, 2010.




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 116
CUSTOMERS SURVEYED
     Licensee Survey.
     As illustrated in Table 1, 14,866 licensees having a active, unduplicated registration with the online SBDE Jurisprudence
     Assessment were invited to participate in the 2010 SBDE Customer Service Survey. Active registrations covered the
     timeframe from November 1, 2007 through March 22, 2010.

             TABLE 1 - Active Jurisprudence Assessment Registrations
                           (Unduplicated - Classified by License Type)                                    * - The collection of data on the
                                                                                                              classification of users by
                  No Classification (by License Type - Prior to July 2009)    11,733*                         “License Type” began in July
                                                                                                              2009.
                  Dentists                                                      1,588     (50.68%)
                                                                                                              The total sum of survey parti-
                  Dental Hygienists                                             1,379     (44.01%)
                                                                                                              cipants with no classification
                  Dental Lab Owners/Managers                                       68      ( 2.17%)           (by license type) will consist
                  Certified Dental Assistants                                      98      ( 3.13%)           of all “License Types” listed in
                                                                              + 3,133    (100.00%)

                  Total:                                                      14,866

     Public Consumer Survey:
     A total of 84 public consumers were randomly selected to participate in the 2010 Survey.


CUSTOMER GROUP LIMITATIONS
Because the Survey taken by licensees was not a simple random sample (based on the fact that only those individuals having a
e-mail address who have registered to take the Jurisprudence Assessment could be surveyed), it is not possible to calculate the
proper confidence level and interval for this Survey. Due to this, the Survey will not be used to reflect the entire SBDE licensee
customer base, but will instead be used for informational purposes.


EFFICIENCY MEASURE
     2010 Survey: Average cost per customer surveyed: $1.00
         Licensee Survey: No Cost Incurred*                                                              * - The 2010 Survey was con-ducted
         Consumer Survey: 84 Surveys Mailed = $84.00                                                         online. Survey software was avail-
                                                                                                             able free online and came with a
     Cost Comparison:                                                                                        survey results and filtering
                                                                                                             feature.
         2009:     $1,000         (1,000 surveys @ $1.00 each)
         2010:     $ 84           (84 Surveys @ $1.00 each)
         Saving: $ 916

          FIGURE 2. - Cost Comparison
                     2009 SURVEY:

                                                                             Total

                                                                             Spent



                     2010 SURVEY:

                                                                             Total


                                                                             Spent




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015     Page | 117
RESPONSE RATES

  Licensee Survey:
  A total of 14,866 licensees were invited to participate in the 2010 Survey. A total of 3,591 responses
  were received resulting in a 24% response rate.

          TABLE 2. Licensee Survey Responses
                  Licensee Survey                                          Responded
                  Dentists                                                      1,949     (54.27%)

                  Dental Hygienists                                             1,571     (43.75%)

                  Dental Lab Owners/Managers                                        48    (1.34%)

                  Certified Dental Assistants                                       23     (0.64%)
                       Total:                                                  3,591       (100%)




  Public Consumer Survey:
  A total of 84 public consumers were mailed a paper survey. A total of 24 responses were received resulting in a 29%
  response rate.


          TABLE 3. Public Consumer Responses

                  Public Consumers

                          Invited:        84    (100%)
                          Responded:      24    (29%)




Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 118
NOTES ON THE RESULTS IN THIS SURVEY
The questions asked in the survey in some instances allowed respondents to indicate more than one category as a response. Thus
categories are not mutually exclusive in many instances. This needs to
be borne in mind when considering percentages and total figures quoted in this report. In addition, most results using percentages
have been rounded for clarity.


HISTORICAL DATA

     Analysis of Findings in 2009
     The SBDE conducted a paper Survey and invited 1,000 customers* to participate at a cost of $1.00 per survey.
     In the SBDE Strategic Plan for FY 2009-2013 we reported that 378 responses were received which resulted in a
     38% response rate.


     Due to differences in the survey methodology, content, and categorizing of customer groups, an illustration
     showing a comparison of response rates from past years was not possible.


     * - Customers consisted of dental professionals, public consumer complainants, and professional association leadership.



SURVEY SUMMARY
     Staff
     The majority of licensee survey respondents clearly expressed their appreciation to the SBDE for listening and involving
     them in the regulatory process and indicated that staff are professional and helpful. While numerous respondents indicated a
     satisfaction in this area, there appears to be room for improvement in the area of returning phone calls. This report and the
     detailed comments are being provided to directors. The majority of public consumers felt communications with Staff by
     phone were Excellent. The majority of public consumers surveyed indicated they had not communicated with Staff by e-
     mail.

     Facility
     The SBDE is headquartered in the William P. Hobby Jr., Building in located on 3rd and Guadalupe Streets. This location
     does not have free parking nearby, however metered spots and a classified parking lot are located around the Hobby Building
     and across the street, respectively.

     The majority of the respondents indicated they had never visited the Dental Board offices, however those that have agreed
     that facilities are clean and orderly, hours of operation are convenient and that the office was accessible to persons with
     disabilities. Eight-three percent agreed that parking was accessible to the Board Office. A couple of comments did mention
     the cost of metered parking on days when Board Meeting were held. The SBDE is unable to address parking issues, however
     when possible visitors are encouraged to allow extra time in finding parking in and around the Hobby Building due to heavy
     construction during the last year.

     Communications
     In FY 2008, the SBDE was approved funding by the Texas Legislature for the hiring of a full time employee to answer the
     main telephone line. In addition to this dedicated employee, an Automated Attendant system is also used in an effort to
     accommodate all callers who are unable to reach a live person.

     Numerous licensee respondents commented positively with the quality of service provided by staff via phone and e-mail,
     while some comments expressed frustration over the inability to reach a live person. Staff recognizes that, at certain times of
     the month, high call volume occurs; however, full-time employees are dedicated to returning calls timely. Customers are also
     encouraged to send their questions by e-mail or visit the website for information.

     Licensee survey results showed over 61 percent of respondents have contacted the SBDE by phone. Of that percentage, the
     response was split 50/50 between services being Excellent and Good with less than 1 percent indicating Poor to
     Unsatisfactory.

     Public consumers response showed that 29 percent had not communicated with the SBDE by phone, 12 percent felt the
     service they received was Excellent, 20 percent Good, 8 percent Neutral, 17 percent felt services Needs Improvement, no one


Texas State Board of Dental Examiners                                                  Agency Strategic Plan 2011-2015   Page | 119
     felt services were Poor and 12 percent felt the services they received were Unsatisfactory. The majority of public consumer
     respondents indicated “Not Applicable” in the area of communicating with the SBDE by E-Mail.

     Website
     The SBDE strives to make all information and documents available on the website. The majority of licensee respondents
     agreed that website is easy to navigate and that information online is helpful to them. Several respondents commented
     positively with the SBDE’s efforts to automate its processes via web interface. Approximately 10 percent of respondents
     completed the question asking for what type of information they would like to see added to the Board’s website. The SBDE
     continues to improve the functionality and accessibility of information on its website.

     Public Consumer response shows 54 percent Not Applicable, 17 to 21 percent felt the website was easy to navigate, easy to
     find information and reported that information provided on the SBDE website was helpful to them.

     Printed Information
     The SBDE produces various forms of written information including website text, printed and bound documents required by
     state mandates, legal forms and documents for program compliance, licensing documents and a variety of other documents.

     While most licensee survey respondents agreed that SBDE documents are clear and concise, a few noted that terminology
     online and on printed materials could be simplified. The SBDE values these comments and is always looking for ways to
     improve its forms and applications. Thirty-three percent of the public consumers answered ‘Strongly Agree’ and 29 percent
     responded that printed information was clear and easy to understand

     The SBDE plans to clarify terminology throughout its website and will be evaluating all written materials within the agency
     to ensure we are communicating instructions, processes and information clearly and concisely.

     Complaint Processes
     The SBDE has plans to improve accessibility and education on how to file a complaint and open records requests. Staff plans
     to create web pages to help educate and inform the public on the investigatory and disciplinary processes, recent disciplinary
     actions, board order compliance and include matrices covering rules and laws on professional conduct and administrative
     penalties.

     Plans also include ratified board orders to be made available to the public for immediate download from its website.
     Consideration is also being given to adding an ‘Administrative Summary’ section to each Board Order that will offer a
     synopsis of factors used in determining sanctions.

          Complaint Handling Process
          Approximately 98 percent of the licensees responded they had not filed a complaint against a licensee of the Board. Of
          the 1 percent who responded that they have filed a complaint against a licensee most agreed that the complaint form and
          release of records forms are clear and concise. Sixty-six percent felt their complaint was managed professionally and 57
          percent had received an update on the status of their complaint.

          Public consumer response to the Complaint Handling Process showed that 33 percent strongly agreed that their
          complaint was handled professionally. The remainder of the responses indicated that 17 percent agreed, 13 percent
          disagreed and 29 percent strongly disagreed.

          Complaint Resolution Process
          Only licensees surveyed were asked questions relative to this process. Approximately 16 percent of licensees surveyed
          has been the subject of a complaint with the SBDE. Of that16 percent, 81 percent felt the SBDE provided adequate
          details of the complaint, 72 percent responded that staff had provided them sufficient guidance to respond to the
          complaint, 81 percent felt their case was managed professionally and 79 percent had received an update on the status of
          their case.

     Service Timeliness
     The SBDE strives to answer all phone calls, e-mails and letters as quickly as possible. The majority of survey respondents
     agreed that requests for information and assistance are answered by SBDE staff in a timely manner. The majority of those
     who have contacted the SBDE by phone or e-mail responded that they received a return call or e-mail within 48 hours.

     Comments and Suggestions
     Approximately 13 percent of licensee respondents filled out the “Comments and Suggestions” question, which provided
     valuable insight from customers.




Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015   Page | 120
     General Questions
     Statistics pertaining to Demographics, Profession, Association Membership, Contact with the SBDE, Licensing, Modern
     Technology, Laws and Rules, News and Information are available in the response charts provided at Appendix 6.

     Survey Responses
     A breakdown of all Licensee Survey Responses is available at Appendix 6.
     A breakdown of all Public Consumer Survey Responses is available at Appendix 7.


SURVEY CONCLUSION
In conclusion, we have gained valuable insight and feedback from our customers. Linking in to our key objectives and our
overall business question of where improvement is needed, we will develop an action plan to move forward with. The SBDE
remains committed to providing exemplary customer service and will continue to work with all of its customers to improve their
satisfaction with its services.


ACKNOWLEDGEMENTS
The SBDE would like to thank the many licensees and public consumers who participated in SBDE Customer Service Survey for
2010. The information produced will be used to review and improve the SBDE’s service to the citizens of Texas.

A sincere thanks goes to Mr. Todd Landry, Systems Analyst, with the Health Professions Council.
Mr. Landry contributed his expertise and technical services in the acquisition of survey software, database management, web-
based set-up, site administration and access control.

We wish to extend our gratitude to Mr. Steve Matt, Director of Information Technology, at eStrategy
Solutions, Inc. Under contract with the Texas Department of Information Resources, eStrategy Solutions, serves as host for the
SBDE online Jurisprudence Assessment. As a value added service, at no cost to the Dental Board, Mr. Matt provided strategic
consulting in the design, execution, delivery and follow-up e-mail performance tracking of this Survey.




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Customer Service Survey
   Strategic Plan 2011-2015




Appendix 1
Texas State Board of Dental Examiners
Compact with Texans




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




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APPENDIX 1.
Texas State Board of Dental Examiners - Compact with Texans



Customer Service Principles
At the Texas State Board of Dental Examiners (SBDE), we recognize our responsibilities to both consumers and the dental
industry. We work to fulfill our legislative mandate to regulate the dental industry while protecting the people and businesses that
are served by dentistry. We pledge to
provide quality service to all of our customers.

The SBDE strives for excellent customer service through our professional attitude, competence and efficiency. As a customer of
the SBDE, you can expect us to:

          Treat you with courtesy and respect
          Be fair, ethical and professional
          Provide timely and responsible service
          Give you clear, accurate and consistent information, and
          Strive for continuous improvement in all our services


Contact the SBDE
You can contact the Texas State Board of Dental Examiners in person, by writing, by telephone, or through our website:

          Location:       333 Guadalupe, Tower 3, Suite 800, Austin, Texas 78701
          Phone:          (512) 463-6400
          Fax:            (512) 463-7452
          E-Mail:         information@tsbde.state.tx.us
          Website:        www.tsbde.state.tx.us


Complaint Process
Please visit the Enforcement Section of our website for an explanation of the complaint process and Complaint Form.
(http://www.tsbde.state.tx.us/fileComplaint)

          Mail in a completed SBDE Complaint Form to:
                 Texas State Board of Dental Examiners
                 Attention: Enforcement Division
                 333 Guadalupe, Tower 3, Suite 800
                 Austin, Texas 78701-3942

          Fax your completed SBDE Complaint Form to: (512) 463-7452

          Submit your complaint electronically to: complaints@tsbde.state.tx.us




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Customer Service Survey
   Strategic Plan 2011-2015




Appendix 2
E-Mail Survey Invitation Content




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




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Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 128
APPENDIX 2.
E-Mail Survey Invitation Content



E-Mail invitation included the following language:


     Dear Licensees and Members of the Dental Community,

     The Texas State Board of Dental Examiners is committed to listening to you and improving our
     services. To maintain a high level of customer satisfaction, we need your input and feedback.

     We are asking our licensees, registrants and members of the dental community to complete an
     online survey to determine major changes that will have a significant impact on the dental
     community and to measure service performance and customer satisfaction.

     This online survey only takes a few minutes to complete and will be available only through
     May 7, 2010.

     The information will be compiled and analyzed for inclusion in the Dental Board Strategic Plan
     to be released in June 2010. If you have any questions about this survey contact:

     Assistant to the Executive Director
     information@tsbde.state.tx.us
     (512) 463-6400

     Please click on the link below to go to the survey site. Enter your unique survey code, exactly as
     it appears below. Your unique Survey Code is: xxxxxxxx

     Your survey code limits unauthorized access to the survey and does not personally identify your
     survey responses. All survey responses are anonymous.

     If you have trouble accessing your survey using the button above, please cut and paste this web address into your Web
     browser: http://www.tsbde.state.tx.us/survey/survey.php?sid=31

     We appreciate you taking the time to complete this survey and value your feedback and
     comments.

     Sincerely,
     Texas State Board of Dental Examiners




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Customer Service Survey
   Strategic Plan 2011-2015




Appendix 3
Reminder E-Mail Invitation Content




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010



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APPENDIX 3.
Reminder E-Mail Invitation Content



A reminder E-Mail was sent to participants three days prior to the closing date of the survey. This e-mail included the
following information:


     Dear Licensees and Members of the Dental Community,

     Thanks to those of you who have completed the State Board of Dental Examiners Customer
     Service Survey. If you haven’t yet, consider this a friendly reminder that we will greatly appreciate
     your input. Thanks again for participating!

     Please click on the button below to go to the survey site and start your survey. Enter your unique survey code, exactly
     as it appears below.

     Your unique Survey Code is: xxxxxxxx

      If you have trouble accessing your survey using the button above, please cut and paste this web address into your Web
     browser: http://www.tsbde.state.tx.us/survey/survey.php?sid=31

     Sincerely,
     Texas State Board of Dental Examiners

     If you have any questions about this survey contact the Dental Board Assistant to the Executive
     Director by e-mail at: information@tsbde.state.tx.us or by phone at (512) 463-6400.




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Customer Service Survey
   Strategic Plan 2011-2015




Appendix 4
Customer Service Survey
Licensee Questions




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 135
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 136
APPENDIX 4.
Customer Service Survey - Licensee Questions




STATE BOARD OF DENTAL EXAMINERS CUSTOMER SERVICE SURVEY

Thank you for taking the time to complete our survey. Your feedback is very important to us.
Questions marked with an asterisk (*) require an answer in order to progress through the survey.
To progress through this survey, please use the following navigation buttons:
     • Click the "Next Page" button to continue to the next page.
     • Click the "Previous Page" button to return to the previous page.
     • Click the "Quit Survey - Do Not Save Answers" button to exit the survey.
     • Click the "Finish" button to submit your survey.
If you have any questions about this survey, contact us at by e-mail at information@tsbde.state.tx.us or call (512) 463-
6400, 8:00am - 5:00pm, CST.

                                                   Quit Survey - Do not save answ ers              << Previous Page      Next Page >>

___________________________________________________________________________________

DEMOGRAPHICS
1. [ ] I am:
         Male
         Female

2. [ ] My age is:
         Male
         Female

3. [ ] I am a:
         Dentist.
         Registered Dental Hygienist.
         Dental Assistant.
         Dental Laboratory Owner, Manager or CDT Employee.

4. [ ] Are you a member of your Professional Association in Texas?
         If you are not sure, Check “No”. (Professional Association Examples: TDA, TAGD, TDHA, TDAA, DLAT, and so on…)
         Yes.
         No.

___________________________________________________________________________________




Texas State Board of Dental Examiners                                                             Agency Strategic Plan 2011-2015   Page | 137
APPENDIX 4.
Customer Service Survey – Licensee Questions (Continued)


BOARD CONTACT

5. [ ] How many total times have you made contact with the Dental Board within the last 12 months:
         1
         2
         3
         4
         5+

6. [ ] What as the purpose in your contact with the Board?
         Laws / Rules / Policy Contact
         How to – Apply for a License or Registration
         How to – Activate your License or Registration
         How to – Renew your License or Registration
         Follow-up on your Initial Application
         Follow-up on Renewal
         Continuing Education Information
         Name / Address Change
         Other
_________________________________________________________________________________________________________


PROFESSION QUESTIONS – Dentists (Only)

Verification of Registration
Texas law requires a dental assistant who makes x-rays to hold a Registered Dental Assistant (RDA) Certificate issued by
the Dental Board.

D1. [ ] Do you delegate the duty of making x-rays to a dental assistant?
         No
         Yes

     D1a. [ ] Do you know you can verify the status of an RDA registration certificate on the Board website
     to ensure it is current?
                 No
                 Yes

     D1b. [ ] Do you verify the annual status of the RDA registration certificate issued to your Dental
     Assistant?
                 No
                 Yes

D1c. [ ] Do you know that dentists can sign-up for the Texas Disaster Volunteer Registry and assist with
healthcare response to disasters that effect our State?
         Yes, I am familiar with this Registry.
         I did not know about it but will visit the Board’s website for more information.
         I volunteer my services for other programs and I am not interested at this time.
         I am not interested.
________________________________________________________________________________________________________




Texas State Board of Dental Examiners                                                       Agency Strategic Plan 2011-2015   Page | 138
APPENDIX 4.
Customer Service Survey – Licensee Questions (Continued)


PROFESSION QUESTIONS – Dental Hygienist                    (Only)

H1. [ ] Are you a Dental Hygiene Educator?
         No
         Yes

     H1a. [ ] Do you know that a dental hygienist who serves as a faculty member is now eligible for an
     appointment to the State Board of Dental Examiners?
                No
                Yes

H1b. [ ] Are you aware that a dental hygienist must record treatments delegated by a dentist that are
performed for and upon each patient for reference, identification, and protection of the patient, dentist and
the dental hygienist?
           No
          Yes

H1c. [ ] Are you aware that the Dental Board is advised on matters relating to dental hygiene by the Dental
Hygiene Advisory Committee which includes three (3) dental hygienists appointed by the Governor of
Texas?
           No
          Yes
______________________________________________________________________________________________________

PROFESSION QUESTIONS – Dental Assistants                    (Only)

A1. [ ] Do you know a Dental Assistant is subject to a fine and possible disciplinary action for performing a
procedure on a patient that has not delegated by a licensed dentist?
         No
         Yes

A1a. [ ] Do you know you can verify the status of an RDA Credential on the SBDE Website?
         No
         Yes

A1b. [ ] Do you visit the Dental Board website?
         No
         Yes
______________________________________________________________________________________________________


PROFESSION QUESTIONS – Dental Laboratories                    (Only)

L1. [ ] Are you aware that a dental laboratory is required to maintain all outsourced work order documents
for two years?
         No
         Yes

L1a. [ ] Do you know that one (1) hour of Professional Development Credit is awarded by the National
Board of Certification (NBC) for completion of the SBDE Jurisprudence Assessment?
         No
         Yes



Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 139
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



MODERN TECHNOLOGY

7. [ ] Do you maintain Electronic Records (Digital Patient Records) in your office?
         No
         Yes

8. [ ] Do you take Digital X-Rays in your office?
         No
         Yes

9. [ ] Do you complete Continuing Education by online course?
         No
         Yes

10. [ ] Does your office have a computer with internet access?
         No
         Yes
_____________________________________________________________________________________________________


NEWS AND INFORMATION

11. [ ] Would you subscribe to a quarterly newsletter if one were published by the Dental Board?
         No
         Yes

12. [ ] Would you play an annual subscription fee of $20 for a quarterly Dental Board Newsletter?
         No
         Yes

13. [ ] Where do you currently receive information on the regulation of your profession? (Example:
Changes in Laws, Rules, Fees, CE Requirements, etc.)
         Dental Board Website or I call the Board for the latest information.
         Professional Association Newsletters / Magazines / Website or Annual Meetings.
         Local Dental Society Meetings or Websites.
         Continuing Education Courses.
         Friends and Coworkers.
         Other.

14. [ ] What topics would you like to see covered in your quarterly newsletter?
         Rule Changes.
         Board and Advisory Committee Meetings Schedule.
         Summary of Board and Advisory Committee Actions.
         Practice Questions and Answers.
         Notice of Disciplinary Actions.

15.      Other Topics:



___________________________________________________________________________________________________




Texas State Board of Dental Examiners                                                     Agency Strategic Plan 2011-2015   Page | 140
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



RULES AND LAWS

Dental professionals can help the Board protect the citizens of Texas by staying informed on changes to
Board Rules and Texas Laws.

16. [ ] Do you know that rule changes affecting the dental profession are published on the Board website?
         No
         Yes

17. [ ] Are you aware that you can submit comments to the Board on proposed changes to Rules affecting
your profession?
         No
         Yes

18. [ ] The Dental Board is considering creating a pamphlet for its website to educate dental professionals
on the rulemaking process and how to submit comments on proposed rule changes.

Would you submit comments on proposed rule changes if you had a better understanding of the process?
         No
         Yes

___________________________________________________________________________________


RENEWING YOUR LICENSE OR REGISTRATION

The Dental Board is attempting to automate our services to better serve you.

19. [ ] Do you know you can renew a License or Registration online through the Board website?
         No
         Yes


20. [ ] Will you renew online next time?
         No
         Yes


     20a. [ ] Which answer best describes why you will not renew online next time.
                  I could renew online but I prefer to renew by mail.
                  I never pay for services online.
                  I do not have a bank card or a credit card.
                  I do not have a checking account.
                  Other.


_______________________________________________________________________________________________________




Texas State Board of Dental Examiners                                          Agency Strategic Plan 2011-2015   Page | 141
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



COMPLAINT HANDLING PROCESS
Filing a Complaint

21. [ ] Have you ever filed a complaint against a licensee of the Dental Board?
         No
         Yes

     21a. [ ] Was the Complaint Form and Release of Records Form clear and concise?
                  No
                  Yes

     21b. [ ] My complaint was managed professionally.
                  No
                  Yes

     21c. [ ] I received updates on the status of my complaint.
                  No
                  Yes


___________________________________________________________________________________________________


COMPLAINT RESOLUTION PROCESS
Dental Professional – Respondent to a Complaint

22. [ ] Have you been the subject of a complaint filed with the Dental Board?
         No
         Yes

     22a. [ ] Do you feel the Dental Board provided you adequate details of the complaint?
                  No
                  Yes

     22b. [ ] Board Staff provided me sufficient guidance to respond to the complaint.
                  No
                  Yes

     22c. [ ] My case with the Dental Board was managed professionally.
                  No
                  Yes

     22d. [ ] I received updates on the status of my case.
                  No
                  Yes


___________________________________________________________________________________________________




Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 142
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



COMMUNICATION WITH THE BOARD – BY PHONE

23. [ ] Have you communicated with the Board by phone?
         No
         Yes


         23a. [ ] Did you request a return phone call?
                      No
                      Yes


         23b. [ ] Was your call returned within 48 hours?
                      No
                      Yes
                      Not Applicable


                  Please rate your overall experience.
                  23c. [ ] Helpfulness and willingness to listen to you.
                              Rate your overall experience (Check One)
                              Excellent
                              Good
                              Neutral
                              Needs Improvement
                              Poor
                              Unsatisfactory


                  23d. [ ] Professionalism.
                              Rate your overall experience (Check One)
                              Excellent
                              Good
                              Neutral
                              Needs Improvement
                              Poor
                              Unsatisfactory


                  23e. [ ] Overall quality of service provided by the Board Staff.
                              Rate your overall experience (Check One)
                              Excellent
                              Good
                              Neutral
                              Needs Improvement
                              Poor
                              Unsatisfactory


______________________________________________________________________________________________________




Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015   Page | 143
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



COMMUNICATION WITH THE BOARD – BY E-MAIL

24. [ ] Have you communicated with the Board by E-Mail?
         No
         Yes


         24a. [ ] Did you request a response to your E-Mail?
                      No
                      Yes


         24b. [ ] Did you receive a response to your E-Mail within 48 hours?
                      No
                      Yes
                      Not Applicable


                  Please rate your overall experience.
                  24c. [ ] The Board’s response to your E-Mail was clear and thorough.
                              Rate your overall experience (Check One)
                              Excellent
                              Good
                              Neutral
                              Needs Improvement
                              Poor
                              Unsatisfactory


                  24d. [ ] Overall quality of service provided by Board Staff by E-Mail.
                              Rate your overall experience (Check One)
                              Excellent
                              Good
                              Neutral
                              Needs Improvement
                              Poor
                              Unsatisfactory


______________________________________________________________________________________________________




Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015   Page | 144
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)

DENTAL BOARD WEBSITE
Indicate your level of agreement with the following statements:

25. [ ] The Board website is easy to navigate.
           Rate your overall experience (Check One)
           Strongly Agree
           Agree
           Neutral
           Disagree
           Strongly Disagree

26. [ ] I easily find information I am looking for on the Board website
           Rate your overall experience (Check One)
           Strongly Agree
           Agree
           Neutral
           Disagree
           Strongly Disagree

27. [ ] The information on the Board website is helpful to me.
           Rate your overall experience (Check One)
           Strongly Agree
           Agree
           Neutral
           Disagree
           Strongly Disagree

28.        What type of information would you like to see added to the Board website?




____________________________________________________________________________________________

FACILITIES

29. [ ] I have visited the Dental Board Office
           No
           Yes

         29a. [ ] The office facilities of the Board were clean and orderly.
                      No
                      Yes

         29b. [ ] The Board hours of operation (8am – 5pm) are convenient.
                      No
                      Yes

         29c. [ ] The Board Office was accessible to persons with disabilities.
                      No
                      Yes

         29d. [ ] The location of parking was accessible to the Board Office.
                      No
                      Yes
_______________________________________________________________________________________________________



Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015   Page | 145
APPENDIX 4.
Customer Service Survey - Licensee Questions (Continued)



COMMENTS AND SUGGESTIONS

30.     Do you have any further comments, suggestions or constructive feedback that would help improve
our services?




________________________________________________________________________________________________________

INFORMATION ABOUT YOU

Information you provide about yourself is Optional

31.        Name / Title:




________________________________________________________________________________________________________

32.        Mailing Address:




________________________________________________________________________________________________________

33.        Phone Number (Including Area Code):




________________________________________________________________________________________________________

34.        E-Mail Address:




________________________________________________________________________________________________________

(LAST PAGE)

Click "FINISH" to submit your responses.
Thank you for taking the time to complete this survey.

Bookmark the Dental Board website for your future use.
Our website address is: www.tsbde.state.tx.us

                                          Quit Survey - Do not save answ ers   << Previous Page     Finish



Customers are redirected to the Dental Board Website when clicking the “Finish Button”.



Texas State Board of Dental Examiners                                                Agency Strategic Plan 2011-2015   Page | 146
Customer Service Survey
   Strategic Plan 2011-2015




Appendix 5
Customer Service Survey Form
for Public Consumers




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 147
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 148
Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 149
Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 150
Customer Service Survey
   Strategic Plan 2011-2015




Appendix 6
Licensee Survey Response Charts




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 151
                                        This Page Intentionally Left Blank




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 152
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DEMOGRAPHICS

       Gender
         I am a:
         41% of the participants answered Male
         59% of the participants answered Female


                     Male:        1,468 (40.88%)
                     Female:      2,123 (59.12%)
                       Total:     3,591 (100%)




       Breakdown of Gender by License-type:
       Dentists:                                        Dental Hygienists:

                     Male         1,427      (73.22%)     Male          23 (1.46%)
                     Female         522      (26.78%)     Female     1,548 (98.54%)
                       Total:     1,949        100%          Total: 1,571  100%




       Dental                                           Dental Labs:
       Assistants:

                     Male                1    (2.08%)      Male            17 (73.91%)
                     Female             47   (97.92%)      Female      6    (26.09%)
                         Total:         48      100%       Total:          23    100%




Texas State Board of Dental Examiners                               Agency Strategic Plan 2011-2015   Page | 153
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DEMOGRAPHICS

       Age
       May age is:
          0% of the participants were Under 18
          0% of the participants were 18 – 20
         12% of the participants were 21 – 30
         33% of the participants were 31 – 45
         41% of the participants were 46 – 59
         14% of the participants were 60 or older


               Under 18:           0     (0.00%)
               18 – 20:           0     (0.00%)
               21 – 30:         443 (12.34%)
               31 – 45:       1,176     (32.74%)
               46 – 59:       1,478     (41.16%)
               60 or older:    494      (13.76%)
                     Total:   3,591      (100%)




       Breakdown of Age by License-type:

         Dentists:    Total: 1,949                  Dental Hygienists:      Total: 1,571

                 Age 21-30:                8.00%         Age 21-30:             17.63%
                 Age 31-45:               31.55%         Age 31-45:             33.74%
                 Age 46-59:               40.77%         Age 46-59:             42.46%
                 Age 60 or Older:       20.37%           Age 60 or Older:    6.17%




         Dental Assistants:       48                Dental Labs:            Total: 23

                 Age 21-30:                8.00%         Age 21-30:             8.70%
                 Age 31-45:               25.00%         Age 31-45:            26.90%
                 Age 46-59:               15.00%         Age 46-59:            65.22%
                 Age 60 or Older:        0.00%           Age 60 or Older:     0.0%




Texas State Board of Dental Examiners                          Agency Strategic Plan 2011-2015   Page | 154
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DEMOGRAPHICS

     Professional License
     I am a:
     54% answered Dentists
     44% answered Dental Hygienists
      1% answered Dental Assistants
      1% answered Dental Lab Owner,
                      Manager, or CDT


           Dentist:                 1,949 (54.27%)
           Dental Hygienist         1,571 (43.75%)
           Dental Assistant            48 (1.34%)
           Dental Lab                  23 (0.64%)
             Total:                 3,591 (100%)




     Professional Association Membership
     Are you a member of your
      Professional Association?
     47% of the participants answered Yes
     53% of the participants answered No
               Yes:      1,672     (46.56%)
               No:       1,919     (53.44%)




     Breakdown by License-type
     Dentists:                                                 Dental Hygienists
         67% - Yes               1,306 Responses                   22% - Yes             352 Responses
         33% - No                  643 Responses                   78% - No            1,219 Responses
         100%                    1,949 Total                       100%                1,571 Total



     Dental Assistants      Dental Lab Owner, Manager or CDT
         15% - Yes              7 Responses                        30% - Yes               7 Responses
         85% - No           41 Responses                           70% - No               16 Responses
         100%                 48 Total                             100%                   23 Total




Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 155
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      BOARD CONTACT

         Number of Contacts

         How many total times have you made
          contact with the Dental Board within
          the last 12 months?
          50% of the participants contacted 1 Time
          24% of the participants contacted 2 Times
          12% of the participants contacted 3 Times
           5% of the participants contacted 4 Times
           9% of the participants contacted 5+ Times

                  1 Contact:         1,809     (50.38%)
                  2 Contacts:          855     (23.81%)
                  3 Contacts:          416     (11.58%)
                  4 Contacts:        179   (4.98%)
                  5+ Contacts:         332 (9.25%)
                       Total:        3,591       (100%)



          Breakdown by License-type

          Dentists:    1 Contact         971     49.82%   Dental       1 Contact   816        51.94%
                       2 Contacts        432     22.17%   Hygienists: 2 Contacts   405        25.78%
                       3 Contacts        206     10.57%                3 Contacts 199         12.67%
                       4 Contacts        112      5.75%                4 Contacts   56         3.56%
                       5+ Contacts       228     11.70%                5+ Contacts 95          6.05%
                         Total:         1,949      100%                Total:       1,571      100%




         Dental          1 Contact       13      27.08%   Dental      1 Contact        9       39.13%
         Assistants:     2 Contacts       8      16.67%   Labs:       2 Contacts      10       43.48%
                         3 Contacts      11      22.92%               3 Contacts       0        0.00%
                         4 Contacts      11      22.92%               4 Contacts       0        0.00%
                         5+ Contacts      5      10.42%               5+ Contacts      4       17.39%
                          Total:         48       100%                  Total:        23        100%




Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 156
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

  BOARD CONTACT

 Purpose of Contact
 What was the purpose in
  your contact with the Board?
20% - Laws / Rules / Policy Question
 5% - How to – Apply for a License
 2% - How to Activate your License
29% - How to Renew your License
 3% - Follow-up on Initial Application
10% - Follow on Renewal
15% - Continuing Education Information
 7% - Name / Address Change
10% - Other



     Total Responses:
       Laws / Rules / Policy Question      1,198    19.92%     Follow-up on Renewal               574        9.54%
       How to – Apply for a License          354     5.89%     Continuing Education Info.         881       14.65%
       How to Activate your License          132     2.19%     Name / Address Change 392          6.52%
       How to Renew your License           1,723    28.65%     Other                              608       10.11%
       Follow-up on Initial Application      153     2.54%
                                                                    Total                       6,015       100%


     DENTISTS                                                DENTAL HYGIENISTS
     Laws / Rules / Policy Question       661      20.77%    Laws / Rules / Policy Question        510      18.97%
     How to Apply for a License           215       6.76%    How to Apply for a License            122       4.54%
     How to Activate your License          68       2.14%    How to Activate your License           55       2.05%
     How to Renew your License            879      27.62%    How to Renew your License             815      30.31%
     Follow-up on Initial Application     102       3.21%    Follow-up on Initial Application       44       1.64%
     Follow-up on Renewal                 293       9.21%    Follow-up on Renewal                  265        9.85%
     Continuing Education Information     374      11.75%    Continuing Education Information      485      18.04%
     Name / Address Change                207       6.51%    Name / Address Change 178              6.62%
     Other                                383      12.04%    Other                                 215       8.00%
       Total:                             3,182     100%       Total:                            2,689       100%


     DENTAL ASSISTANTS                                       DENTAL LABS
     Laws / Rules / Policy Question        20      19.23%    Laws / Rules / Policy Question         7     17.50%
     How to Apply for a License            12       11.54%   How to Apply for a License             5      12.50%
     How to Activate your License           7        6.73%   How to Activate your License           2       5.00%
     How to Renew your License             22      21.15%    How to Renew your License              7     17.50%
     Follow-up on Initial Application       6       5.77%    Follow-up on Initial Application       1       2.50%
     Follow-up on Renewal                   9       8.65%    Follow-up on Renewal                   7      17.50%
     Continuing Education Information      16      15.38%    Continuing Education Information       6      15.00%
     Name / Address Change                  6       5.77%    Name / Address Change 1                  2.50%
     Other                                  6       5.77%    Other                                  4      10.00%
       Total:                              104      100%       Total:                              40        100%




Texas State Board of Dental Examiners                                     Agency Strategic Plan 2011-2015   Page | 157
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      PROFESSION QUESTIONS

     Dentists
     Do you delegate the duty of making
      x-rays to a dental assistant?
       86% answered Yes
       14% answered No
               Yes:        1,671 (85.74%)
               No:           278 (14.26%)
                 Total     1,949 100%

     Do you know you can verify the status
      of an RDA registration certificate on
      the Board website to ensure it is current?
       86% answered Yes
       14% answered No
               Yes:        1,127 (67.44%)
               No:           544 (32.56%)
                 Total     1,671   100%

               The 1,127 who answered“Yes”were asked:

               Do you verify the annual status of the
                RDA registration certificate issued to
                your Dental Assistant?
                  76% answered Yes
                  24% answered No
                       Yes:           276 (75.51%)
                       No:            851 (24.49%)
                         Total      1,127    100%

     Texas Disaster Volunteer Registry
     Do you know that dentists can sign-up for the Texas
      Disaster Volunteer Registry and assist with health-
      care in response to disasters that effect our State?
       13% answered Yes, I am.
       57% answered I did not know.
       16% answered I volunteer elsewhere,
                                 not interested at this time.
       14% answered I am not interested.
          Yes:         1,671 (85.74%)
          No:            278 (14.26%)
            Total      1,949    100%




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 158
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      PROFESSION QUESTIONS

     Dental Hygienists
     Are you a Dental Hygiene Educator?
       91% answered Yes
        9% answered No

               Yes:        1,427 (90.83%)
               No:           144 (9.17%)
                 Total     1,571   100%




          Do you know a dental hygienist who serves as a faculty
           member is now eligible for an appointment to the
           State Board of Dental Examiners?
             28% answered Yes
             72% answered No

               Yes:           404 (27.28%)
               No:           104 (72.22%)
                 Total       144   100%



     Are you aware that a dental hygienist must record
      treatments delegated by a dentist that are performed
      for and upon each patient for reference, identification,
      and protection of the patient, dentist and the dental
      hygienist?
       97% answered Yes
        3% answered No
               Yes:    1,519 (96.69%)
               No:        52 ( 3.31%)
                 Total 1,571    100%



     Are you that the Dental Board is advised on matters
      relating to dental hygiene by the Dental Hygiene
      Advisory Committee which includes three (3) dental
      hygienists appointed by the Governor of Texas?
       84% answered Yes
       16% answered No
               Yes:   1,324 (84.28%)
               No:      247 (15.72%)
                Total 1,571   100%




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015   Page | 159
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      PROFESSION QUESTIONS


     Dental Assistants
     Do you know a Dental Assistant is subject to a fine
      and possible disciplinary action for performing a
      procedure on a patient that has not been delegated
      by a licensed Texas Dentist?
        85% answered Yes
        20% answered No

               Yes:            7 (90.83%)
               No:            41 (9.17%)
                 Total        48 100%




     Dental Assistants
     Do you know you can verify the status of an
      RDA Credential on the SBDE Website?
       85% answered Yes
       15% answered No

               Yes:           41 (84.42%)
               No:             7 (14.58%)
                 Total        48   100%




     Dental Assistants
     Do you visit the Dental Board website?
       85% answered Yes
       15% answered No

               Yes:           41 (84.42%)
               No:             7 (14.58%)
                 Total        48   100%




Texas State Board of Dental Examiners                      Agency Strategic Plan 2011-2015   Page | 160
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      PROFESSION QUESTIONS


     Dental Laboratory Owner, Manager or CDT Employee
     Are you aware that a dental laboratory is
      required to maintain all outsourced work
      order documents for two years?
       83% answered Yes
       17% answered No

               Yes:            4 (82.61%)
               No:            19 (17.39%)
                 Total        23 100%




     Dental Laboratory Owner, Manager or CDT Employee

     Do you know that one (1) hour of Professional
      Development Credit is awarded by the
      National Board of Certification (NBC)
      for completion of the SBDE Jurisprudence
      Assessment?
       83% answered Yes
       17% answered No

               Yes:            4 (82.61%)
               No:            19 (17.39%)
                 Total        23 100%




Texas State Board of Dental Examiners                Agency Strategic Plan 2011-2015   Page | 161
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      MODERN TECHNOLOGY


     Electronic Records (Digital Patient Records)
     Do you maintain Electronic Records
      (Digital Patient Records) in your office?

       57% answered Yes
       43% answered No

                 Yes:      2055 (57.22%)
                 No:       1.407 (43.77%)
                   Total    3,591 100%




     Breakdown of making Digital Records by License-type


     Dentists:                                    Dental Hygienists
          57% - Yes             1,107 Responses        57% - Yes            899 Responses
          43% - No                842 Responses        43% - No             672 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs
           62% - Yes               30 Responses        83% - Yes             19 Responses
           38% - No                18 Responses        17% - No               4 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 162
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      MODERN TECHNOLOGY


     Digital X-Rays
     Do you take Digital X-Rays in your office?
       61% answered Yes
       39% answered No

                 Yes:      2,184 (60.82%)
                 No:       1,407 (39.18%)
                   Total   3,591 100%




     Breakdown of making Digital Records by License-type


     Dentists:                                    Dental Hygienists

          59% - Yes             1,155 Responses        64% - Yes            998 Responses
          41% - No                794 Responses        36% - No             573 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs

           58% - Yes               20 Responses        13% - Yes              3 Responses
           42% - No                28 Responses        87% - No              20 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 163
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      MODERN TECHNOLOGY


     Continuing Education
     Do you complete Continuing Education by
      online course?

       58% answered Yes
       42% answered No

                 Yes:      1,525 (57.53%)
                 No:       2,066 (42.47%)
                   Total   3,591    100%




     Breakdown of making Digital Records by License-type

     Dentists:                                    Dental Hygienists

          53% - Yes             1,032 Responses        64% - Yes            991 Responses
          47% - No                917 Responses        36% - No             580 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs

           67% - Yes               32 Responses        48% - Yes             11 Responses
           33% - No                16 Responses        52% - No              12 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 164
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      MODERN TECHNOLOGY


     Office Computer with Internet Access
     Does your office have a computer
      with Internet access?
       10% answered Yes
        6% answered No

                 Yes:      3,361 (93.60%)
                 No:         230 ( 6.40%)
                   Total   3,591 100%




     Breakdown of an Office Computer with Internet Access by License-type

     Dentists:                                    Dental Hygienists

          94% - Yes             1,835 Responses        93% - Yes           1,458 Responses
           6% - No                114 Responses         7% - No              113 Responses
          100%                  1,949 Total           100%                 1,571 Total




     Dental Assistants:     Dental Labs

           94% - Yes               45 Responses       100% - Yes             23 Responses
            6% - No                 3 Responses         0% - No               0 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 165
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      NEWS AND INFORMATION


     Newsletter Subscription
     Would you subscribe to a quarterly newsletter
      If one were published by the Dental Board?
       79% answered Yes
       21% answered No

                 Yes:      2,828 (78.75%)
                 No:         863 (21.25%)
                   Total   3,591 100%




     Breakdown of Interest in a Newsletter Subscription by License-type

     Dentists:                                       Dental Hygienists

          79% - Yes             1,542 Responses           78% - Yes           1,229 Responses
          21% - No                407 Responses           22% - No              342 Responses
          100%                  1,949 Total              100%                 1,571 Total




     Dental Assistants:     Dental Labs

           75% - Yes               36 Responses           91% - Yes             21 Responses
           25% - No                12 Responses            9% - No               2 Responses
          100%                     48 Total              100%                   23 Total




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 166
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      NEWS AND INFORMATION


     Newsletter Subscription
     Would you subscribe to a quarterly newsletter
      If one were published by the Dental Board?

        Answered Yes: 2,828 (79%)




         Newsletter Subscription Fee
         The 2,828 who answered“Yes”were asked:

           Would you pay an annual subscription fee of
            $20 for a quarterly Dental Board Newsletter?
               47% answered Yes
               537% answered No

                 Yes:   1,329 (46.99%)
                 No:    1,499 (53.01%)
                  Total 2,828 100%



         Breakdown of Paying a subscription fee $20 by License-type
         Dentists:          Dental Hygienists

           79% - Yes              839 Responses           78% - Yes            763 Responses
           21% - No               703 Responses           22% - No             466 Responses
           100%                 1,542 Total              100%                1,229 Total




         Dental Assistants:                          Dental Labs

           31% - Yes               11 Responses           62% - Yes             13 Responses
           69% - No                25 Responses           38% - No               8 Responses
           100%                    36 Total              100%                   21 Total




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 167
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      NEWS AND INFORMATION

     Newsletter Topics
     What topics would you like to see covered in your Quarterly Newsletter?
     31% answered Rule Changes
      9% answered Board and Advisory Committee Meeting Schedule
     21% answered Summary of Board and Advisory Committee Actions
     23% answered Practice Questions and Answers
     16% answered Notice of Disciplinary Actions




     Responses:
     Rule Changes:                      2,702   (31.82%)
     Board & Committee Schedule:          771    (9.08%)
     Summary of Actions:                1,753   (20.64%)
     Practice Questions and Answers:    2,008   (23.65%)
     Notice of Disciplinary Actions:    1,258   (14.81%)
        Total:                          8,492     100%



     Breakout by License-type

     Dentists                                                 Dental Hygienists
     Rule Change                           1,472     27.04%   Rule Changes                          1,180     33.41%
     Board & Committee Schedule              442     45.97%   Board & Committee Schedule              309      8.75%
     Summary of Actions                      989      8.93%   Summary of Actions                      733     20.75%
     Practice Questions & Answers          1,183      8.21%   Practice Questions & Answers            793     22.45%
     Notice of Disciplinary Action           717     7.64%    Notice of Disciplinary Actions          517     14.65%
       Total:                              4,803      100%      Total:                             3,532      100%


     Dental Assistants                                        Dental Labs
     Rules Changes                              31   33.70%   Rule Changes                          19        29.23%
     Board & Committee Schedule                  7    7.61%   Board & Committee Schedule            13        20.00%
     Summary of Actions                         19   20.65%   Summary of Actions                    12        18.46%
     Practice Questions & Answers               23   25.00%   Practice Questions & Answers           9        13.85%
     Notice of Disciplinary Action              12   13.04%   Notice of Disciplinary Actions        12         18.46%
       Total:                                   92    100%      Total:                              65         100%




Texas State Board of Dental Examiners                                       Agency Strategic Plan 2011-2015   Page | 168
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     What topics would you like to see covered in your quarterly newsletter?

     Participants were give the option of responding to this question. The responses listed below are
     categorized by topic:

     Licensure                                                  Board and Committee Processes
          Reminder of License Renewal.                              Introduction of all the SBDE Members.
          Newly approved lab licenses and expired ones.             Board and Committee Meeting Schedule.
          Statistics and demographics.                              Summary of Board and Committee actions.
          Licensing process.
                                                                Practice
     Continuing Education                                           Ethics.
          CE Requirements.                                          Business trends.
          CE and OSHA courses approved by the Board.                Hygiene labor laws.
          Online links for CE courses.                              Volunteer opportunities.
                                                                    New techniques or protocols.
     Enforcement and Legal                                          Permitted duties of dental auxiliaries.
          Disciplinary Actions.
                                                                    Dentistry in the Air Force Dental Service.
          Specific and timely challenges to Board rulings.          Topics on the horizon of issues that are arising.
          Explain the judicial system used in the complaint         Practical advice to help prevent common problems
          process.                                                  brought to the Board.
          Cases involving dentists and SBDE/Medicaid or             Latest technology in dentistry and advancements in
          other government agencies.                                the Dental Hygiene field.
          What the Board is doing to help stop the illegal          Advice or suggestions that would help us in the
          practice of dentistry without a license.                  improvement of public dental health.
                                                                    Dental hygiene for nursing home patients unable to
     Rules
                                                                    leave the facility for dental services.
          Clarification on rules.
          Proposed rule changes.                                Miscellaneous
          Purpose of proposed rules.                                Salary Survey.
          FAQ on new and changing rules.
                                                                    Results of surveys.
          What rules are commonly neglected.
                                                                    Dental meeting and conventions.
          Highlight on one rule (per issue), especially those
          most violated.                                            Fee decreases and increases.
                                                                    Question and answer section between the Board and
     Legislative                                                    dental professionals.
          New laws introduced during legislative sessions.          Central information center where schools would
          Possible “riders” on legislation affective the            post refresher courses available to those wishing to
          profession.                                               get back into the profession.
          New national health care initiatives effecting
          dentistry.




Texas State Board of Dental Examiners                                      Agency Strategic Plan 2011-2015    Page | 169
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      NEWS AND INFORMATION

     Current Information
     Where do you currently receive information on the Regulation of your profession?
          (Example: Changes in Laws, Rules, Fees, CE Requirements, etc.)

     30% answered Board Website or they called the Board
     37% answered Professional Association Newsletters / Magazines / Website or Annual Meetings
      8% answered Local Dental Society Meetings or Website
     13% answered Continuing Education Courses
     10% answered Friends and Coworkers
      2% answered Other




     Responses:
     Board Website or called Board:         1,065
     Association Newsletters, Magazines: 1,327
     Dental Society Meeting/Website:          273
     Continuing Education Courses:            482
     Friends and Coworkers:                   358
     Other:                                    86
        Total:                              3,591

     Breakout by License-type
     Dentists                                                              Dental Hygienists
     Board Website or Called                  527    27.04%                Laws Board Website or Called          514      32.72%
     Association Newsletters, Magazines       896    45.97%                Association Newsletters, Magazines    411      26.16%
     Dental Society Meetings or Website       174     8.93%                Dental Society Meetings or Website     96       6.11%
     Continuing Education Courses             160     8.21%                Continuing Education Courses          309      19.67%
     Friends and Coworkers                    149     7.64%                Friends and Coworkers                 199      12.67%
     Other                                     43     2.21%                Other                                  42       2.67%
       Total:                              1,949      100%                   Total:                             1,571     100%

     Dental Assistants                                                     Dental Labs
     Board Website or Called                   17    35.42%                Laws Board Website or Called            7      30.43%
     Association Newsletters, Magazines        10    20.83%                Association Newsletters, Magazines     10      43.48%
     Dental Society Meetings or Website         2     4.17%                Dental Society Meetings or Website      1       4.35%
     Continuing Education Courses              10     20.83%               Continuing Education Courses            3      13.04%
     Friends and Coworkers                      8    16.67%                Friends and Coworkers                   2       8.70%
     Other                                      1      2.08%               Other                                   0       0.00%
       Total:                                  48      100%                  Total:                                23     100%




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015   Page | 170
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RULES AND LAWS


     Do you know that rule changes affecting
      the dental profession are published are
      published on the Board website?

       75% answered Yes
       25% answered No

                 Yes:      2,684 (74.77%)
                 No:         906 (25.23%)
                   Total   3,591    100%




     Breakdown of an knowledge about rules on the SBDE website by License-type

     Dentists:                                            Dental Hygienists

           73% - Yes            1,428 Responses                  76% - Yes         1,201 Responses
           27% - No               521 Responses                  24% - No           370 Responses
          100%                  1,949 Total                     100%              1,571 Total




     Dental Assistants:                           Dental Labs

           79% - Yes               10 Responses                  78% - Yes          18 Responses
           21% - No                38 Responses                  22% - No            5 Responses
          100%                     48 Total                     100%                23 Total




Texas State Board of Dental Examiners                                   Agency Strategic Plan 2011-2015   Page | 171
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RULES AND LAWS


     Are you aware that you can submit comments to
      the Board on proposed changes to Rules
      affecting your profession?

       71% answered Yes
       29% answered No

                 Yes:      2,685 (74.77%)
                 No:         906 (25.23%)
                   Total   3,591    100%




     Breakdown by License-type

     Dentists:                                    Dental Hygienists

           73% - Yes            1,428 Responses        71% - Yes          1,115 Responses
           27% - No               521 Responses        29% - No             456 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs

           31% - Yes               15 Responses        43% - Yes             13 Responses
           69% - No                33 Responses        57% - No              10 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 172
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RULES AND LAWS


     Would you submit comments on proposed rule
      changes if you had a better understanding
      of the process?

       84% answered Yes
       16% answered No

                 Yes:      3,003 (74.77%)
                 No:         588 (25.23%)
                   Total   3,591    100%




     Breakdown by License-type

     Dentists:                                    Dental Hygienists

           73% - Yes            1,428 Responses        71% - Yes          1,115 Responses
           27% - No               521 Responses        29% - No             456 Responses
          100%                  1,949 Total           100%                1,571 Total



     Dental Assistants:     Dental Labs

           69% - Yes               15 Responses        43% - Yes             13 Responses
           31% - No                33 Responses        57% - No              10 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 173
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RENEWING A LICENSE OF REGISTATION


     Do you know you can renew a License or
      Registration online through the Board Website?

       96% answered Yes
        4% answered No

                 Yes:      3,441 (95.82%)
                 No:         150 ( 4.18%)
                   Total   3,591        100%




     Breakdown of Knowledge of Renewing Online by License-type
     Dentists:                                    Dental Hygienists

           95% - Yes            1,855 Responses        97% - Yes          1,520 Responses
            5% - No                94 Responses         3% - No              51 Responses
          100%                  1,949 Total            100%               1,571 Total




     Dental Assistants:     Dental Labs

           92% - Yes               44 Responses        96% - Yes             22 Responses
            8% - No                 4 Responses         4% - No               1 Responses
          100%                     48 Total            100%                  23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 174
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RENEWING A LICENSE OF REGISTATION


     Will you renew online next time?

       95% answered Yes
        5% answered No

                 Yes:      3,436 (95.68%)
                 No:         155 ( 4.32%)
                   Total   3,591  100%




     Breakdown of Renewing Online Next Time by License-type

     Dentists:                                    Dental Hygienists

           94% - Yes            1,840 Responses        97% - Yes          1,527 Responses
            6% - No               109 Responses         3% - No              44 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs

           98% - Yes               47 Responses        96% - Yes             22 Responses
            2% - No                 1 Responses         4% - No               1 Responses
          100%                     48 Total           100%                   23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 175
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      RENEWING A LICENSE OF REGISTATION


     Which answer best describes why you will not renew online next time:

     57%    answered Prefer to renew by mail
     15%    answered I never pay for services online
      2%    answered Do not have a bank or credit card
      0%    answered Do not have a checking account
     25%    answered Other




     Renew by Mail: 89
     Never Pay Online:             24
     No Bank/Credit Card:           3
     No Checking Acct:              0
     Other:                        39
       Total:                     155




     Breakdown by License-type
     Dentists:                                           Dental Hygienists
     Renew by Mail              62      (56.88%)         Renewal by Mail        27     (61.36%)
     Never Pay Online           16      (14.68%)         Never Pay Online        7     (15.91%)
     No Bank/Credit Card         1      ( 0.92%)         No Bank/Credit Card     1     ( 2.27%)
     No Checking Acct            0      ( 0.00%)         No Checking Account     0     ( 0.00%)
     Other                      30      (27.52%)         Other                   9     (20.45%)
      Total:                   109       100%                Total:             44      100%


     Dental Assistants:                                  Dental Labs:
     Renew by Mail                0     ( 0.00%)         Renewal by Mail          0    ( 0.00%)
     Never Pay Online             1      (100%)          Never Pay Online         0    ( 0.00%)
     No Bank/Credit Card          0     ( 0.00%)         No Bank/Credit Card      1      (100%)
     No Checking Acct             0     ( 0.00%)         No Checking Account      0    ( 0.00%)
     Other                        0     ( 0.00%)         Other                    0    ( 0.00%)
      Total:                      1      100%                Total:               1     100%




Texas State Board of Dental Examiners                                 Agency Strategic Plan 2011-2015   Page | 176
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT HANDLING PROCESS


     Filing a Complaint

     Have you ever filed a complaint against a
      licensee of the Dental Board?

       95% answered Yes
        5% answered No

                 Yes:      3,526 (98.19%)
                 No:          65 ( 1.81%)
                   Total   3,591  100%




     Breakdown of Filing a Complaint by License-type

     Dentists:                                    Dental Hygienists

           98% - Yes            1,901 Responses         99% - Yes         1,555 Responses
            2% - No                48 Responses          1% - No             16 Responses
          100%                  1,949 Total            100%               1,571 Total



     Dental Assistants:     Dental Labs

           98% - Yes               47 Responses          0% - Yes            0 Responses
            2% - No                 1 Responses        100% - No            23 Responses
          100%                     48 Total            100%                 23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 177
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT HANDLING PROCESS

     Filing a Complaint
     Have you ever filed a complaint against a
      licensee of the Dental Board?

       95% answered Yes
               Yes: 65        (76.92%)




          Filing a Complaint
          The 65 who answered“Yes”were asked:

            Was the Complaint Form and Release of
             Records Form clear and concise?
               77% answered Yes
               23% answered No
                 Yes:           50 (76.92%)
                 No:            15 (23.08%)
                      Total: 65     100%




          Breakdown of by License-type:
          Dentists:     Yes:              40 (83.33%)   Dental Hygienists: Yes:             9 (43.75%)
                        No:                8 (16.67%)                          No:          7 (56.25%)
                          Total:          48   100%                               Total:   16   100%



          Dental                                        Dental Labs:
          Assistants:     Yes:            1 (100%)
                          No:            47 (0.0%)      No Labs were asked answer this
                           Total:        48 100%        question based on their ‘No’ response
                                                        to filing a complaint with the Board.




Texas State Board of Dental Examiners                                   Agency Strategic Plan 2011-2015   Page | 178
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT HANDLING PROCESS

     Filing a Complaint
     Have you ever filed a complaint against a
      licensee of the Dental Board?

       95% answered Yes
               Yes: 65         (76.92%)




          Filing a Complaint
          The 65 who answered“Yes”were asked:

            My complaint was managed professionally?
               66% answered Yes
               34% answered No
                 Yes:         43 (66.15%)
                 No:          22 (33.85%)
                      Total: 65  100%




          Breakdown of by License-type:
          Dentists:     Yes:            40 (27.08%)   Dental Hygienists: Yes:              9 (56.25%)
                        No:              8 (72.92%)                       No:             7 (43.75%)
                         Total:         48   100%                               Total:   16      100%



          Dental                                      Dental Labs:
          Assistants:     Yes:           1 (100.0%)
                          No:           47 (0.00%)    No Labs were asked this question
                           Total:       48   100%     based on their ‘No’ response to filing a
                                                      complaint with the Board.




Texas State Board of Dental Examiners                                Agency Strategic Plan 2011-2015    Page | 179
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT HANDLING PROCESS

     Filing a Complaint
     Have you ever filed a complaint against a
      licensee of the Dental Board?

       95% answered Yes
               Yes: 65         (76.92%)




          Filing a Complaint
          The 65 who answered“Yes”were asked:

            I received updates on the status of my complaint?
               57% answered Yes
               43% answered No
                 Yes:           37 (56.92%)
                 No:            28 (43.08%)
                      Total: 65     100%




          Breakdown of by License-type:
          Dentists:     Yes:              31 (35.42%)   Dental Hygienists: Yes:               5 (68.75%)
                        No:               17 (72.92%)                       No:             11 (31.25%)
                          Total:          48   100%                                Total:   16




          Dental                                        Dental Labs:
          Assistants:     Yes:           1 (100.0%)
                          No:           47 (0.00%)      No Labs were asked this question
                           Total:       48 100%         based on their ‘No’ response to filing a
                                                        complaint with the Board.




Texas State Board of Dental Examiners                                   Agency Strategic Plan 2011-2015    Page | 180
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT RESOLUTION PROCESS


     Have you been the subject of a
      complaint filed with the Dental Board?

       84% answered Yes
       16% answered No

                 Yes:        582 (83.79%)
                 No:       3,009 (16.21%)
                   Total   3,591        100%




     Breakdown by License-type
     Dentists:                                    Dental Hygienists

           71% - Yes              566 Responses         1% - Yes             15 Responses
           29% - No             1,383 Responses        99% - No           1,556 Responses
          100%                  1,949 Total           100%                1,571 Total




     Dental Assistants:     Dental Labs

            0% - Yes                0 Responses          4% - Yes            1 Responses
           48% - No                48 Responses         96% - No            22 Responses
          100%                     48 Total           100%                  23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 181
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT RESOLUTION PROCESS

     Have you been the subject of a
      complaint filed with the Dental Board?

       84% answered Yes
               Yes:      582    (83.79%)




          Complaint Resolution Process
          The 582 who answered“Yes”were asked:

           Do you feel the Dental Board provided you
            adequate details of the complaint?
               81% answered Yes
               19% answered No
                 Yes:          473 (81.27%)
                 No:           109 (18.73%)
                      Total:   582      100%




          Breakdown by License-type
          Dentists:                                    Dental Hygienists

           81% - Yes                 459 Responses          87% - Yes           13 Responses
           19% - No                  107 Responses          13% - No             2 Responses
          100%                       566 Total             100%                 15 Total



          Dental Assistants:                           Dental Labs

          No Assistants were not asked                     100% - Yes          1 Response
          this question based on their                       0% - No           0 Response
          ‘No’ response to filing a                        100%                1 Total
          complaint with the Board.




Texas State Board of Dental Examiners                                Agency Strategic Plan 2011-2015   Page | 182
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT RESOLUTION PROCESS

     Have you been the subject of a
      complaint filed with the Dental Board?

       84% answered Yes
               Yes:     582    (83.79%)




          Complaint Resolution Process
          The 582 who answered“Yes”were asked:

           Board Staff provided me sufficient guidance
            to respond to the complaint.
               72% answered Yes
               28% answered No
                 Yes:      420 (72.16%)
                 No:       162 (27.84%)
                   Total: 582 100%




          Breakdown of Sufficient Guidance to Respond to the Compliant by License-type
          Dentists:                                 Dental Hygienists

           81% - Yes              459 Responses           87% - Yes            13 Responses
           19% - No               107 Responses           13% - No              2 Responses
          100%                    566 Total              100%                  15 Total



          Dental Assistants:                        Dental Labs
          No Assistants were not asked                  100% - Yes          1 Response
          this question based on their                     0% - No          0 Response
          ‘No’ response to filing a                     100%                1 Total
          complaint with the Board.




Texas State Board of Dental Examiners                             Agency Strategic Plan 2011-2015   Page | 183
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT RESOLUTION PROCESS

     Have you been the subject of a
      complaint filed with the Dental Board?

       84% answered Yes
               Yes:     582    (83.79%)




          Complaint Resolution Process
          The 582 who answered“Yes”were asked:

           My case with the Dental Board was
            managed professionally.
               81% answered Yes
               19% answered No
                 Yes:     474 (81.44%)
                 No:      108 (18.56%)
                   Total: 582 100%




          Breakdown of Case Managed Professionally by License-type
          Dentists:                               Dental Hygienists

           81% - Yes              461 Responses        87% - Yes           13 Responses
           19% - No               105 Responses        13% - No             2 Responses
          100%                    566 Total           100%                 15 Total



          Dental Assistants:                      Dental Labs
          No Assistants were not asked                   0% - Yes         0 Response
          this question based on their                100% - No           1 Response
          ‘No’ response to filing a                   100%                1 Total
          complaint with the Board.




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 184
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMPLAINT RESOLUTION PROCESS

     Have you been the subject of a
      complaint filed with the Dental Board?

       84% answered Yes
               Yes:     582    (83.79%)




          Complaint Resolution Process
          The 582 who answered“Yes”were asked:

           I received updates on the status of my case.
               80% answered Yes
               20% answered No
                 Yes:     464 (79.73%)
                 No:      118 (20.27%)
                  Total: 582 100%




          Breakdown by License-type

          Dentists:                                  Dental Hygienists

           80% - Yes              453 Responses            73% - Yes          11 Responses
           20% - No               113 Responses            27% - No            4 Responses
          100%                    566 Total               100%                15 Total



          Dental Assistants:                         Dental Labs
          No Assistants were not asked                       0% - Yes         0 Response
          this question based on their                    100% - No           1 Response
          ‘No’ response to filing a                       100%                1 Total
          complaint with the Board.




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 185
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION WITH THE BOARD


     Communication - By Phone
     Have you communicated with the Board
      by Phone?

       62% answered Yes
       38% answered No

                 Yes:      2,214 (61.65%)
                 No:       1,377 (38.35%)
                   Total   3,591 100%




     Breakdown of Communication by Phone by License-type

     Dentists:                                    Dental Hygienists

          67% - Yes             1,315 Responses        55% - Yes            868 Responses
          33% - No                634 Responses        45% - No             703 Responses
          100%                  1,949 Total           100%                1,571 Total



     Dental Assistants:     Dental Labs

           48% - Yes               25 Responses        35% - Yes             8 Responses
           52% - No                23 Responses        65% - No             15 Responses
          100%                     48 Total           100%                  23 Total




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015   Page | 186
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION WITH THE BOARD


   Communication - By Phone
   Did you request a return phone call?

       48% answered Yes
       52% answered No

                 Yes:      1,141 (51.54%)
                 No:       1,073 (48.46%)
                   Total   2,214    100%




     Breakdown of by License-type
     Dentists:                                     Dental Hygienists

          48% - Yes                627 Responses        50% - Yes            432 Responses
          52% - No                 688 Responses        50% - No             436 Responses
          100%                  1,315 Total            100%                  868 Total




     Dental Assistants:     Dental Labs

           61% - Yes               14 Responses         87% - Yes            7 Responses
           39% - No                 9 Responses         13% - No             1 Responses
          100%                     23 Total            100%                  8 Total




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015   Page | 187
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION WITH THE BOARD

   Communication - By Phone
   Did you request a return phone call?

       48% answered Yes
          Yes: 1,141 (51.54%)




          Communication – By Phone
          The 1,141 who answered“Yes”were asked:
             Was your call returned within 48 hours?
             46% answered Yes
              8% answered No
             46% answered N/A

                 Yes:       1,014 (45.80%)
                 No:          181 ( 8.18%)
                 N/A:       1,019 (46.03%)
                   Total 2,214      100%




           Breakdown of by License-type
           Dentists:                                   Dental Hygienists:

                 46% - Yes        612 Responses              44% - Yes          386 Responses
                  9% - No         116 Responses               7% - No            59 Responses
                 45% - N/A          587 Responses            49% - N/A          423 Responses
                 100%             1,315 Total               100%                868 Total



           Dental Assistants:                          Dental Labs:

                 39% - Yes          9 Responses              87% - Yes            7 Responses
                 26% - No          6 Responses                0% - No             0 Responses
                 35% - N/A          8 Responses              13% - N/A            1 Response
                 100%              23 Total                 100%                  8 Total




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015   Page | 188
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

       By Phone
         Helpfulness and willingness to listen.
         41% answered Excellent
         40% answered Good
         11% answered Neutral
          6% answered Needs Improvement
          1% answered Poor
          1% answered Unsatisfactory




         Excellent:                 902 Responses
         Good:                      892 Responses
         Neutral:                   242 Responses
         Needs Improvement:         122 Responses
         Poor:                        26 Responses
         Unsatisfactory               30 Responses
           Total:                 2,214




          Breakdown of by License-type
          Dentists:             Dental Hygienists:
              Excellent                  526 (40.00%)      Excellent               362 (41.71%)
              Good                       529 (40.23%)      Good                    354 (40.78%)
              Neutral                    138 (10.49%)      Neutral                 101 (11.64%)
              Needs Improvement           78 (5.93%)       Needs Improvement      41       (4.72%)
              Poor                        21 (1.60%)       Poor                      4        (0.46%)
              Unsatisfactory              23 (1.75%)       Unsatisfactory          __6       (0.69%)
                Total                   1,315     100%      Total                  868        100%


          Dental Assistants: Dental Labs:
              Excellent                   9 (39.13%)       Excellent                   5     (62.50%)
              Good                        7 (30.43%)       Good                        2     (25.00%)
              Neutral                     2      (8.70%)   Neutral                     1     (12.50%)
              Needs Improvement           3     (13.04%)   Needs Improvement           0      (0.00%)
              Poor                        1      (4.35%)   Poor                        0      (0.00%)
              Unsatisfactory              1      (4.35%)   Unsatisfactory              0      (0.00%)
                 Total                   23       100%       Total                     8       100%



Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015        Page | 189
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

       By Phone
         Professionalism
         44% answered Excellent
         41% answered Good
          9% answered Neutral
          4% answered Needs Improvement
          1% answered Poor
          1% answered Unsatisfactory




         Excellent:                  981 Responses
         Good:                       901 Responses
         Neutral:                    204 Responses
         Needs Improvement:            94 Responses
         Poor:                         20 Responses
         Unsatisfactory:               14 Responses
          Total:                   2,214


          Breakdown of by License-type
          Dentists:             Dental Hygienists:
              Excellent                  584 (44.41%)      Excellent               382 (44.01%)
              Good                       526 (40.00%)      Good                    369 (42.51%)
              Neutral                    116     (8.82%)   Neutral                  82 (9.45%)
              Needs Improvement           62     (4.71%)   Needs Improvement      30 (3.46%)
              Poor                        16     (1.22%)   Poor                      3 (0.35%)
              Unsatisfactory              11     (0.84%)   Unsatisfactory            2 (0.23%)
                Total                   1,315     100%       Total                 868    100%



          Dental Assistants: Dental Labs:
              Excellent                    10 (43.48%)     Excellent                 5   (62.50%)
              Good                          4 (17.39%)     Good                      2   (25.00%)
              Neutral                       5 (21.74%)     Neutral                   1   (12.50%)
              Needs Improvement             2 (8.70%)      Needs Improvement         0    (0.00%)
              Poor                          1 (4.35%)      Poor                      0    (0.00%)
              Unsatisfactory                1 (4.35%)      Unsatisfactory            0    (0.00%)
                  Total                     23    100%        Total                  8     100%




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015    Page | 190
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

       By Phone
         Overall quality of service provided by
           the Board Staff.
         41% answered Excellent
         40% answered Good
         11% answered Neutral
          6% answered Needs Improvement
          1% answered Poor
          1% answered Unsatisfactory




         Excellent:               902 Responses
         Good:                    892 Responses
         Neutral:                 242 Responses
         Needs Improvement: 122 Responses
         Poor:                 26 Responses
         Unsatisfactory:           30 Responses
          Total:               2,214



          Breakdown of by License-type
          Dentists:             Dental Hygienists:
              Excellent                   545 (44.41%)     Excellent              369 (44.01%)
              Good                        525 (40.23%)     Good                   368 (42.51%)
              Neutral                     126 (9.58%)      Neutral                 86 (9.45%)
              Needs Improvement            85 (6.46%)      Needs Improvement     38 (3.46%)
              Poor                         17 (1.29%)      Poor                     5 (0.35%)
              Unsatisfactory               17 (1.29%)      Unsatisfactory           2 (0.23%)
                Total                   1,315    100%        Total                868   100%



          Dental Assistants: Dental Labs:
              Excellent                    10   (43.48%)   Excellent                5   (62.50%)
              Good                          4   (17.39%)   Good                     2   (25.00%)
              Neutral                       5   (21.74%)   Neutral                  1   (12.50%)
              Needs Improvement             2    (8.70%)   Needs Improvement        0    (0.00%)
              Poor                          1    (4.35%)   Poor                     0    (0.00%)
              Unsatisfactory                1    (4.35%)   Unsatisfactory           0    (0.00%)
                    Total                  23     100%        Total                 8     100%




Texas State Board of Dental Examiners                           Agency Strategic Plan 2011-2015    Page | 191
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

       By E-Mail
         Have you communicated with the
          Board by E-Mail?

         19% answered Yes
         81% answered No

               Yes:           670 Responses
               No:          2,921 Responses
                Total:      3,591




         Breakdown of by License-type

         Dentists:                             Dental Hygienists:

           81% - No          1,569 Responses       82% - No               1,301 Responses
           20% - Yes        380 Responses          17% - Yes                270 Responses
          100%               1,949 Total           100%                   1,571 Total



         Dental Assistants:                    Dental Labs:

           52% - No             33 Responses       78% - No                  18 Responses
           48% - Yes          15 Responses         22% - Yes                  5 Responses
          100%                  48 Total          100%                      23 Total




Texas State Board of Dental Examiners                         Agency Strategic Plan 2011-2015   Page | 192
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

       By E-Mail
          Have you communicated with the
           Board by E-Mail?
          19% answered Yes
               Yes: 670 Responses




          Communication – By E-Mail
          The 670 who answered“Yes”were asked:

             Did you request a response to your E-Mail?
             73% answered Yes
             27% answered No

               Yes:  488 Responses
               No:    182 Responses
                Total: 670




         Breakdown of by License-type
          Dentists:                                       Dental Hygienists:

           25% - No           96 Responses                      31% - No         84 Responses
           75% - Yes       284 Responses                        69% - Yes       186 Responses
          100%               380 Total                         100%             270 Total


          Dental Assistants:                              Dental Labs:
           13% - No           13 Responses                        0% - No         0 Responses
           87% - Yes         2 Responses                       100% - Yes         5 Responses
          100%                15 Total                         100%               5 Total




Texas State Board of Dental Examiners                               Agency Strategic Plan 2011-2015   Page | 193
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

      Have you communicated with the
       Board by E-Mail?
         19% answered Yes
           Yes: 670 Responses




          The 670 who answered“Yes”were asked:
             Did you request a response to your E-Mail?
              73% answered Yes

                 Yes: 488 Responses




          The 488 who answered “Yes” were asked:
               Did you receive a response to your E-Mail
                 within 48 hours?
                   63% answered Yes
                   14% answered No
                   23% answered N/A
                             Yes:   306   Responses
                             No:     70   Responses
                             N/A:   112   Responses
                                    488   Total




                 Breakdown of by License-type
                 Dentists:                   Dental Hygienists:
                      58% - Yes              114 Responses             65% - Yes    175 Responses
                      21% - No                41 Responses             10% - No       28 Responses
                      22% - N/A               43 Responses             25% - N/A 67 Responses
                     100%                    198 Total                100%          270 Total

                 Dental Assistants:                               Dental Labs:
                      80% - Yes               12 Responses            100% - Yes         5 Responses
                       7% - No                 1 Responses              0% - No          0 Responses
                      13% - N/A                2 Responses              0% - N/A         0 Responses
                     100%                     15 Total                100%               5 Total




Texas State Board of Dental Examiners                                  Agency Strategic Plan 2011-2015   Page | 194
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS
 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

      Have you communicated with the
       Board by E-Mail?
        19% answered Yes
           Yes: 670 Responses




          The 670 who answered“Yes”were asked:
            Did you request a response to your E-Mail?
             73% answered Yes
                 Yes: 488 Responses




               The 488 who answered “Yes” were asked:
               The Board response to your E-Mail was clear and thorough.
               47%     answered Excellent
               36%     answered Good
                8%     answered Neutral
                5%     answered Needs Improvement
                1%     answered Poor
                3%    answered Unsatisfactory
                   Excellent:           230 Responses
                   Good:                178 Responses
                   Neutral:              37 Responses
                   Needs Imp:            23 Responses
                   Poor                   3 Responses
                   Unsatisfactory:      17 Responses
                                        488 Total



                 Breakdown of by License-type
                 Dentists:                                             Dental Hygienists:
                  46% - Excellent                   131 Responses             51% - Excellent                94 Responses
                  38% - Good                        107 Responses            32% - Good                      60 Responses
                   6% - Neutral 18 Responses                                   8% - Neutral                  14 Responses
                   8% - Needs Improvement          19 Responses                5% - Needs Improvement        10 Responses
                   0% - Poor                           1 Response              1% - Poor                      1 Response
                   3% - Unsatisfactory                 8 Responses             4% - Unsatisfactory            7 Responses
                  100%                               284 Total              100%                            186 Total

                 Dental Assistants:                                    Dental Labs
                  31% - Excellent                        4 Responses          60% - Excellent                 3 Responses
                  53% - Good                             7 Responses         40% - Good                       2 Responses
                   0% - Neutral 0 Responses                                    0% - Neutral                   0 Responses
                   0% - Needs Improvement                0 Responses           0% - Needs Improvement         0 Responses
                   8% - Poor                             1 Response            0% - Poor                      0 Response
                   8% - Unsatisfactory                   1 Response            0% - Unsatisfactory            0 Responses
                  100%                                  13 Total            100%                              5 Total




Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015   Page | 195
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      COMMUNICATION

      Have you communicated with the
       Board by E-Mail?
        19% answered Yes
          Yes: 670 Responses




          The 670 who answered“Yes”were asked:
            Did you request a response to your E-Mail?
             73% answered Yes
                Yes: 488 Responses




               The 488 who answered “Yes” were asked:
               Overall quality of service provided by Board Staff by E-Mail.
                   48%    answered Excellent
                   36%    answered Good
                    6%    answered Neutral
                    1%    answered Needs Improvement
                    0%    answered Poor
                    3%    answered Unsatisfactory

                   Excellent:           235 Responses
                   Good:                174 Responses
                   Neutral:              31 Responses
                   Needs Imp:            31 Responses
                   Poor:                  2 Responses
                   Unsatisfactory:       15 Responses
                                           488 Total



                 Breakdown of by License-type
                 Dentists:                                              Dental Hygienists:
                  46% - Excellent                       131 Responses          52% - Excellent                96 Responses
                  38% - Good                            107 Responses         32% - Good                      59 Responses
                   6% - Neutral 18 Responses                                    7% - Neutral                  13 Responses
                   8% - Needs Improvement           19 Responses                6% - Needs Improvement        11 Responses
                   0% - Poor                            1 Response              1% - Poor                      1 Response
                   3% - Unsatisfactory                  8 Responses             3% - Unsatisfactory            6 Responses
                  100%                                284 Total              100%                            186 Total

                 Dental Assistants:                                     Dental Labs
                  38% - Excellent            5 Responses                       60% - Excellent                  3 Responses
                  46% - Good                 6 Responses                      40% - Good                        2 Responses
                   0% - Neutral 0 Responses                                     0% - Neutral                    0 Responses
                   8% - Needs Improvement    1 Responses                        0% - Needs Improvement          0 Responses
                   0% - Poor                 0 Response                         0% - Poor                       0 Response
                   8% - Unsatisfactory       1 Response                         0% - Unsatisfactory             0 Responses
                  100%                      13 Total                         100%                               5 Total



Texas State Board of Dental Examiners                                              Agency Strategic Plan 2011-2015   Page | 196
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD WEBSITE


     The Board website is easy to navigate.
      9% answered Strongly Agree
     53% answered Agree
     30% answered Neutral
      6% answered Disagree
      1% answered Strongly Disagree

      Strongly Agree:           323        (8.99%)
      Agree                   1,917      (53.58%)
      Neutral                 1,091     (30.38%)
      Disagree                  233       (6.49%)
      Strongly Disagree:         27       (0.75%)
         Total                3,591         100%




     Breakdown by License-type
     Dentists:                                       Dental Hygienists
         Strongly Agree:          167 (8.57%)          Strongly Agree         141 (8.98%)
         Agree                  1,025 (52.59%)         Agree                 859 (54.68%)
         Neutral                  624 (32.02%)         Neutral               446 (28.39%)
         Disagree                 114 (5.85%)          Disagree               117 (7.45%)
         Strongly Disagree:        19 (0.97%)          Strongly Disagree        8 (0.51%)
                 Total          1,949   100%                Total          1,571   100%



     Dental Assistants:     Dental Labs
         Strongly Agree:             9 (18.75%)        Strongly Agree           6   (21.74%)
         Agree                      23 (47.92%)        Agree                   10   (43.48%)
         Neutral                    15 (31.25%)        Neutral                  6   (26.09%)
         Disagree                    1 (2.08%)         Disagree                 1    (8.70%)
         Strongly Disagree:          0 (0.00%)         Strongly Disagree        0    (0.00%)
                 Total              48   100%               Total             23      100%




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 197
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD WEBSITE


     I easily find information I am looking
        for on the Board website.
        8%       answered Strongly Agree
       52%       answered Agree
       31%       answered Neutral
        8%       answered Disagree
        1%       answered Strongly Disagree

         Strongly Agree:              301 (8.38%)
         Agree                      1,855 (51.66%)
         Neutral                    1,105 (30.77%)
         Disagree                      299 (8.33%)
         Strongly Disagree:             31 (0.14%)
            Total                    3,591  100%




     Breakdown by License-type
     Dentists:                                       Dental Hygienists

         Strongly Agree:            159 (8.16%)        Strongly Agree         131 (8.34%)
         Agree                      996 (51.10%)       Agree                  823 (52.39%)
         Neutral                    637 (32.68%)       Neutral                450 (28.64%)
         Disagree                   140 (7.18%)        Disagree               154 (9.80%)
         Strongly Disagree:          17 (0.87%)        Strongly Disagree       13 (0.83%)
                   Total          1,949   100%              Total           1,571     100%


     Dental Assistants:     Dental Labs

         Strongly Agree:              6 (12.50%)       Strongly Agree            5   (21.74%)
         Agree                       24 (50.00%)       Agree                    12   (52.17%)
         Neutral                     14 (29.17%)       Neutral                   4   (17.39%)
         Disagree                     3 (6.25%)        Disagree                  2    (8.70%)
         Strongly Disagree:           1 (2.08%)        Strongly Disagree         0    (0.00%)
                   Total             48   100%              Total               23    100%




Texas State Board of Dental Examiners                               Agency Strategic Plan 2011-2015   Page | 198
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD WEBSITE


     The information on the Board website is helpful to me
       17%       answered Strongly Agree
       61%       answered Agree
       21%       answered Neutral
        1%       answered Disagree
        0%       answered Strongly Disagree



         Strongly Agree: 596 (16.60%)
         Agree              2,185 (60.85%)
         Neutral              768 (21.39%)
         Disagree              37 (1.03%)
         Strongly Disagree:     5 (0.14%)
            Total           3,591   100%




     Breakdown by License-type
     Dentists:                                     Dental Hygienists

         Strongly Agree           302 (15.50%)       Strongly Agree          274   (17.44%)
         Agree                  1,172 (60.13%)       Agree                  976    (62.13%)
         Neutral                  449 (23.04%)       Neutral                305    (19.41%)
         Disagree                  22 (1.13%)        Disagree                 15    (0.95%)
         Strongly Disagree:         4 (0.21%)        Strongly Disagree         1    (0.06%)
                 Total          1,949   100%              Total           1,571      100%



     Dental Assistants:     Dental Labs

         Strongly Agree:              6 (12.50%)     Strongly Agree            5   (21.74%)
         Agree                       24 (50.00%)     Agree                    12   (52.17%)
         Neutral                     14 (29.17%)     Neutral                   4   (17.39%)
         Disagree                     3 (6.25%)      Disagree                  2    (8.70%)
         Strongly Disagree:           1 (2.08%)      Strongly Disagree         0    (0.00%)
                   Total             48   100%            Total               23    100%




Texas State Board of Dental Examiners                             Agency Strategic Plan 2011-2015   Page | 199
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

 DENTAL BOARD WEBSITE


What type of information would you like to see added to the Board website?

Participants were give the option of responding to this question. The responses listed below are categorized
by topic:


General Suggestions                                               Licensing
  Forums:                                                          Initial Licensing:
    Discussion Forum for case studies.                               Clarify the licensure process for out-of-state dental
    List information by profession versus by topic.                  professionals.
    Ability to search for licensees by Zip Code & Specialty.
    Helpful Hints on how to make life easier in the dental         Continuing Education and Jurisprudence:
    practice, i.e., easier note taking or documentation.             More details on CE courses, dates, locations, websites
                                                                     that have been approved by the Board.
    Information identifying dentists who meet the criteria for
    administering IV sedation for patient referrals.                 Ability to submit completed CE by licensees.
    More online/e-mail capabilities for notifying the Board of       Method for keeping a record completed CE.
    updated information.                                             Jurisprudence Assessment requirement reminder.
                                                                     A pre-made form to help with CE recordkeeping.
  Topics:
    Volunteer opportunities.                                       License Renewal:
    Required steps for a legal patient visit.                        Simplify the online renewal process.
    More supportive materials for practices.                         E-mail notification of license renewal.
    Update pre-medication requirements for patients.                 Option to order a duplicate license at the time of renewal
    Discuss common pitfalls to prevent dental professionals          so licensees stay in compliance with the law.
    from receiving complaints.                                       Method to follow-up on the status of my renewal.
    Information on new health reform and latest advances in          Information on out-of-state licensees renewing.
    the dental profession.                                           Notices when online renewal will be down for
    Links to related guidelines, such as OSHA, American              maintenance.
    Heart Association, Antibiotic prophylaxis guidelines.
    Information on what constitutes an employee as opposed         Sedation Permits:
    to contract labor.                                               Easier listing of requirements for different sedation
                                                                     permits.
    List the company name or assumed name of dentists if
    practicing in a dental “chain” office.                           Required CE for renewal of parenteral and enteral
                                                                     permits; include links to accredited CE courses.
    Suggest changing the word “complaint” to the word
    “concern”. Perception is key.                                    Assistance with DEA and DPS registration.

                                                                   Miscellaneous:
Laws, Rules and Policy Statements
                                                                    Licensee statistics and demographics.
     Ability to search laws and rules.
                                                                    List of delegated duties for dental auxiliaries.
     Legislation “in progress” that would have “riders”.
                                                                    Information on transferring a license to/from Texas.
     Dental Office rules and regulations checklist that would
     help to start or bring an office into compliance.            Enforcement and Legal
                                                                     Details on the disciplinary actions taken on licensees.
Board and Agency
                                                                     Status of pending complaints and possible timeline for
     Standards of care and Board-recommended practices that
                                                                     them to be decided.
     are not regulations.
                                                                     Peer Assistance. A way to discuss problems with
     A section to help educate the public on the board function
                                                                     referring dentists that have difficulty in choosing
     and what to expect from their dentist.
                                                                     appropriate cases to treat and to refer.




Texas State Board of Dental Examiners                                             Agency Strategic Plan 2011-2015      Page | 200
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     FACILITIES

     I have visited the Dental Board Office.

       10% answered Yes

               Yes:          373 (10.39%)
               No:         3,218 (89.61%)
                 Total     3,591 100%




     Breakdown by License-type

                          DENTISTS                      DENTAL HYGIENISTS
               Yes                  253 (12.98%)       Yes                  118      (7.51%)
               No                 1,696 (87.02%)       No                 1,453    (92.49%)
                 Total            1,949  100%            Total            1,571     100%




                   DENTAL ASSISTANTS                        DENTAL LABS
                Yes                      0   (0.00%)   Yes                  2      (8.70%)
                No                      48   (100%)    No                  21     (91.30%)
                  Total                 48    100%      Total              23       100%




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015   Page | 201
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     FACILITIES
       I have visited the Dental Board Office.

           10% answered Yes
                Yes: 373 (10.39%)




          The 373 who answered“Yes”were asked:

             The office facilities of the Board
               were clean and orderly.
               98% answered Yes
                 1% answered No

                      Yes: 366 Responses
                      No:    7 Responses
                           373 Total




          Breakdown by License-type


                          DENTISTS                          DENTAL HYGIENISTS
               Yes                  246   (97.23%)         Yes                 118 (90.12%)
               No                     7    (2.77%)         No                    0 (0.00%)
                 Total              253     100%            Total              118  100%



                   DENTAL ASSISTANTS                            DENTAL LABS

          Dental Assistants were not asked this question   Yes                 2     (100%)
          based on their response to the question of       No                  0     (0.00%)
          visiting the Board Office.                        Total              2      100%




Texas State Board of Dental Examiners                               Agency Strategic Plan 2011-2015   Page | 202
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     FACILITIES
       I have visited the Dental Board Office.

           10% answered Yes
                Yes: 373 (10.39%)




          The 373 who answered“Yes”were asked:

             The Board hours of operation
              (8am – 5pm) are convenient.
               99% answered Yes
                 1% answered No

                      Yes: 323    Responses
                      No:   50 Responses
                            373 Total




          Breakdown by License-type

                          DENTISTS                         DENTAL HYGIENISTS
               Yes                  228 (90.12%)          Yes                  93    (78.81%)
               No                    25 (9.88%)           No                   25    (21.19%)
                  Total             253   100%             Total              118    100%



                     DENTAL ASSISTANTS                             DENTAL LABS


         Dental Assistants were not asked this question   Yes                  2    (100%)
         based on their response to the question of       No                   0    (0.00%)
         visiting the Board Office.                        Total               2     100%




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 203
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     FACILITIES
       I have visited the Dental Board Office.

           10% answered Yes
                Yes: 373 (10.39%)




          The 373 who answered“Yes”were asked:

             The Board Office was accessible to
              persons with disabilities.
               99% answered Yes
                 1% answered No

                      Yes: 369    Responses
                      No:    4 Responses
                            373 Total




          Breakdown by License-type

                          DENTISTS                             DENTAL HYGIENISTS
               Yes                  252 (99.60%)              Yes                 115    (97.46%)
               No                     1 ( 0.40%)              No                    3     (2.54%)
                  Total             253   100%                 Total              118      100%




                   DENTAL ASSISTANTS                                DENTAL LABS
        Dental Assistants were not asked this question        Yes                 2     (100%)
        based on their response to the question of visiting   No                  0     (0.00%)
        the Board Office.                                      Total             23      100%




Texas State Board of Dental Examiners                                  Agency Strategic Plan 2011-2015   Page | 204
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      DENTAL BOARD FACILITIES


     FACILITIES
       I have visited the Dental Board Office.

           10% answered Yes
                Yes: 373 (10.39%)




          The 373 who answered“Yes”were asked:

             The location of parking was accessible
               to the Board Office.
               84% answered Yes
                16% answered No

                      Yes: 311    Responses
                      No:   62 Responses
                             373 Total




          Breakdown by License-type

                          DENTISTS                             DENTAL HYGIENISTS
               Yes                  217 (85.77%)              Yes                  92 (77.97%)
               No                    36 (14.23%)              No                   26 (22.03%)
                 Total              253  100%                  Total              118  100%



                     DENTAL ASSISTANTS                                 DENTAL LABS


        Dental Assistants were not asked this question        Yes                 2 (100%)
        based on their response to the question of visiting   No                  0 (0.00%)
        the Board Office.                                      Total             23  100%




Texas State Board of Dental Examiners                                  Agency Strategic Plan 2011-2015   Page | 205
APPENDIX 6. LICENSEE SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – LICENSEE SURVEY

      FURTHER COMMENTS, SUGGESTIONS OR FEEDBACK


     Summary of Qualitative Comments Made by Survey Respondents
     This summary contains a qualitative analysis of written comments submitted by survey respondents. Comments were
     analyzed to allow for the identification of subject-specific themes.

     Comments, suggestions and constructive feedback are viewed as an invaluable resource and source of information without
     which the SBDE cannot be successful. Comments, suggestions and feedback in this survey are recognized as an efficient
     and cost-effective way of obtaining information about customer expectations. The SBDE will analyze all comments,
     suggestions and constructive feedback in an effort to determine strengths and areas for improvement for the agency.

     The following themes were identified as a result of this analysis

     General:
         Services via web interface.
         Contacting agency staff.
         Continued communication between the SBDE and licensees via phone, e-mail and the web.
         Surveys to improve services.

     Licensing:
         Registration certificates (e.g. dimensional size, requesting a duplicate license online)
         Continuing Education information and opportunities.
         Electronic notification or reminders for renewal and jurisprudence.
         Online license renewal process.

     Laws and Rules:
        Understanding the rulemaking process.
        Clarification of rules.
        Electronic notification of changes.

     Enforcement and Legal:
         Case Resolution Process.
         Details pertaining to disciplinary action issued on dental professionals.

     Miscellaneous:
         One Comment:          Create a networking account such as Facebook.
         One Comment:          Recognition of how rules impact dental professionals providing services in an institutional setting.
         One Comment:          Implement an online renewal process for active duty military.
         One Comment:          Due to the economic recession, could the Board help new graduate dentists find locations were the
                               dentists are needed, thanks.
          One Comment:         Make the fee higher for registration and include the newsletter - everyone needs this information.
                               You could also do an e-newsletter which is inexpensive.




Texas State Board of Dental Examiners                                                   Agency Strategic Plan 2011-2015    Page | 206
Customer Service Survey
   Strategic Plan 2011-2015




Appendix 7
Public Consumer Survey
Response Charts




Texas State Board of Dental Examiners
333 Guadalupe Street
Tower 3, Suite 800
Austin, Texas 78701-3942

Phone: (512) 463-6400
Fax: (512) 463-7452
E-Mail: information@tsbde.state.tx.us
Website: www.tsbde.state.tx.us




Collection Period:
April 1, 2010 – May 7, 2010

Report Date:
June 1, 2010




Texas State Board of Dental Examiners   Agency Strategic Plan 2011-2015   Page | 207
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Texas State Board of Dental Examiners                                    Agency Strategic Plan 2011-2015   Page | 208
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMMUNICATION – BY PHONE



       1A. Timeliness of services and information
           to you within 24-48 hours.
              29% answered Not Applicable
              12% answered Excellent
              21% answered Good
               8% answered Neutral
              17% answered Needs Improvement
              00% answered Poor
              13% answered Unsatisfactory

              Not Applicable:            7    (29.16%)
              Excellent:                 3    (12.50%)
              Good:                      5    (20.83%)
              Neutral:                   2    ( 8.33%)
              Needs Improvement:         4    (16.66%)
              Poor:                      0    ( 0.00%)
              Unsatisfactory:            3    (12.50%)
                Total:                  24      100%




       2A. Helpfulness and willingness to listen to you.
               17% answered Not Applicable
               29% answered Excellent
               17% answered Good
                4% answered Neutral
               13% answered Needs Improvement
               12% answered Poor
                8% answered Unsatisfactory

              Not Applicable:            4   (16.66%)
              Excellent:                 7   (29.16%)
              Good:                      4   (16.66%)
              Neutral:                   1   ( 4.16%)
              Needs Improvement:         3   (12.50%)
              Poor:                      3   (12.50%)
              Unsatisfactory:            2   ( 8.33%)
                  Total:                24     100%




Texas State Board of Dental Examiners                      Agency Strategic Plan 2011-2015   Page | 209
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMMUNICATION – BY PHONE


       3A. Professionalism.
               12% answered Not Applicable
               33% answered Excellent
               17% answered Good
               13% answered Neutral
               13% answered Needs Improvement
                8% answered Poor
                4% answered Unsatisfactory

               Not Applicable:                3   (12.50%)
               Excellent:                     8   (33.33%)
               Good:                          4   (16.66%)
               Neutral:                       3   (12.50%)
               Needs Improvement:             3   (12.50%)
               Poor:                          2   ( 8.33%)
               Unsatisfactory:                1   ( 4.16%)
                 Total:                      24    100%




       4A. Overall Quality of Service Provided.
               13% answered Not Applicable
               21% answered Excellent
               25% answered Good
                8% answered Neutral
                4% answered Needs Improvement
                8% answered Poor
               21% answered Unsatisfactory

               Not Applicable:          3    (12.50%)
               Excellent:               5    (20.83%)
               Good:                    6    (25.00%)
               Neutral:                 2    ( 8.33%)
               Needs Improvement:       1    ( 4.16%)
               Poor:                    2    ( 8.33%)
               Unsatisfactory:              5 (20.83%)
                    Total:              24        100%




Texas State Board of Dental Examiners                        Agency Strategic Plan 2011-2015   Page | 210
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMMUNICATION – BY E-MAIL


       1B. Timeliness of services and information provided to you within 48 hours.
               58% answered Not Applicable
               13% answered Excellent
                4% answered Good
                8% answered Neutral
                4% answered Needs Improvement
                0% answered Poor
               13% answered Unsatisfactory

               Not Applicable:          14   (58.33%)
               Excellent:                3   (12.50%)
               Good:                     1   ( 4.16%)
               Neutral:                  2   ( 8.33%)
               Needs Improvement:        1   ( 4.16%)
               Poor:                     0   ( 0.00%)
               Unsatisfactory:           3   (12.50%)
                 Total:                 24    100%




       2B. The Board response by E-Mail was clear and thorough.
               58% answered Not Applicable
               13% answered Excellent
                8% answered Good
                0% answered Neutral
                0% answered Needs Improvement
                8% answered Poor
               13% answered Unsatisfactory

               Not Applicable:          14   (58.33%)
               Excellent:                3   (12.50%)
               Good:                     2   ( 8.33%)
               Neutral:                  0   ( 0.00%)
               Needs Improvement:        0   ( 0.00%)
               Poor:                     2   ( 8.33%)
               Unsatisfactory:           3   (12.50%)
                    Total:              24    100%




Texas State Board of Dental Examiners                         Agency Strategic Plan 2011-2015   Page | 211
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMMUNICATION – BY E-MAIL



       2C. Overall Quality of Service provided.
               58% answered Not Applicable
               13% answered Excellent
                8% answered Good
                0% answered Neutral
                0% answered Needs Improvement
                4% answered Poor
               17% answered Unsatisfactory

               Not Applicable:          14   (58.33%)
               Excellent:                3   (12.50%)
               Good:                     2   ( 8.33%)
               Neutral:                  0   ( 0.00%)
               Needs Improvement:        0   ( 0.00%)
               Poor:                     1   ( 4.16%)
               Unsatisfactory:           4   (16.66%)
                 Total:                 24    100%




SURVEY IS CONTINUED ON THE NEXT PAGE




Texas State Board of Dental Examiners                    Agency Strategic Plan 2011-2015   Page | 212
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      BOARD WEBSITE


       1C. The Board website is easy to navigate.

               54% answered Not Applicable
               17% answered Strongly Agree
               17% answered Agree
                8% answered Neutral
                4% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:          13   (54.16%)
               Strongly Agree:           4   (16.66%)
               Agree:                    4   (16.66%)
               Neutral:                  2   ( 8.33%)
               Disagree:                 1   ( 4.16%)
               Strongly Disagree:        0   ( 0.00%)
                    Total:              24     100%




       3C. I easily find information I am looking for.

               54% answered Not Applicable
               21% answered Strongly Agree
               13% answered Agree
                8% answered Neutral
                4% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:          13   (54.16%)
               Strongly Agree:           4   (16.66%)
               Agree:                    3   (12.50%)
               Neutral:                  3   (12.50%)
               Disagree:                 0   ( 0.00%)
               Strongly Disagree:        1   ( 4.16%)
                    Total:              24     100%




Texas State Board of Dental Examiners                    Agency Strategic Plan 2011-2015   Page | 213
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      BOARD WEBSITE


       1C. The information on the website is helpful to me.

               54% answered Not Applicable
               17% answered Strongly Agree
               12% answered Agree
               13% answered Neutral
                0% answered Disagree
                4% answered Strongly Disagree

               Not Applicable:          13   (54.16%)
               Strongly Agree:           4   (16.66%)
               Agree:                    4   (16.66%)
               Neutral:                  2   ( 8.33%)
               Disagree:                 1   ( 4.16%)
               Strongly Disagree:        0   ( 0.00%)
                    Total:              24    100%




SURVEY IS CONTINUED ON THE NEXT PAGE




Texas State Board of Dental Examiners                         Agency Strategic Plan 2011-2015   Page | 214
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      PRINTED INFORMATION


       1D. The printed information was clear and easy to understand.

               13% answered Not Applicable
               33% answered Strongly Agree
               33% answered Agree
               13% answered Neutral
                8% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:               3   (12.50%)
               Excellent:                    8   (33.33%)
               Good:                         8   (33.33%)
               Neutral:                      3   (12.50%)
               Needs Improvement:            2   ( 8.33%)
               Poor:                         0   ( 0.00%)
                    Total:               24        100%




       2D. The printed information was accurate and thorough.

               17% answered Not Applicable
               29% answered Strongly Agree
               29% answered Agree
               17% answered Neutral
                0% answered Disagree
                8% answered Strongly Disagree

               Not Applicable:          4    (16.66%)
               Strongly Agree:          7    (29.16%)
               Agree:                   7    (29.16%)
               Neutral:                 4    (16.66%)
               Disagree:                0    ( 0.00%)
               Strongly Disagree:       2    ( 8.33%)
                    Total:              24       100%




Texas State Board of Dental Examiners                        Agency Strategic Plan 2011-2015   Page | 215
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      BOARD FACILITIES


       1E. The Board Office facilities were clean and orderly.

               88% answered Not Applicable
                0% answered Strongly Agree
                8% answered Agree
                4% answered Neutral
                0% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:          21   (87.50%)
               Strongly Agree:           0   ( 0.00%)
               Agree:                    2   ( 8.33%)
               Neutral:                  1   ( 4.16%)
               Disagree:                 0   ( 0.00%)
               Strongly Disagree:        0   ( 0.00%)
                    Total:              24    100%




       2E. The Board hours of operation (8 am to 5pm) are convenient.

               67% answered Not Applicable
                0% answered Strongly Agree
               25% answered Agree
                8% answered Neutral
                0% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:          16   (66.66%)
               Strongly Agree:           0   ( 0.00%)
               Agree:                    6   (25.00%)
               Neutral:                  2   ( 8.33%)
               Disagree:                 0   ( 0.00%)
               Strongly Disagree:        0   ( 0.00%)
                    Total:              24    100%




Texas State Board of Dental Examiners                            Agency Strategic Plan 2011-2015   Page | 216
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      BOARD FACILITIES


       3E. The Board Office was accessible to persons with disabilities.

               88% answered Not Applicable
                0% answered Strongly Agree
                4% answered Agree
                8% answered Neutral
                0% answered Disagree
                0% answered Strongly Disagree

               Not Applicable:      21   (87.50%)
               Strongly Agree:       0   ( 0.00%)
               Agree:                1   ( 4.16%)
               Neutral:              2   ( 8.33%)
               Disagree:             0   ( 0.00%)
               Strongly Agree:       0   ( 0.00%)
                    Total:          24     100%




       4E. The location of parking was accessible to the Board Office.

               88% answered Not Applicable
                0% answered Strongly Agree
                4% answered Agree
                4% answered Neutral
                0% answered Disagree
                4% answered Strongly Disagree

               Not Applicable:           21   (87.50%)
               Strongly Agree:            0   ( 0.00%)
               Agree:                     1   ( 4.16%)
               Neutral:                   1   ( 4.16%)
               Disagree:                  0   ( 0.00%)
               Strongly Disagree:         1   ( 4.16%)
                    Total:               24    100%




Texas State Board of Dental Examiners                          Agency Strategic Plan 2011-2015   Page | 217
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMPLAINT HANDLING PROCESS


       1F. Was the Complaint Form and Release of Records Form clear and concise.

               17% answered Not Applicable
               25% answered Strongly Agree
               34% answered Agree
                8% answered Neutral
                8% answered Disagree
                8% answered Strongly Disagree

               Not Applicable:          4    (16.66%)
               Strongly Agree:          6    (25.00%)
               Agree:                   8    (33.33%)
               Neutral:                 2    ( 8.33%)
               Disagree:                2    ( 8.33%)
               Strongly Disagree:       2    ( 8.33%)
                    Total:              24     100%




       2F. Board Staff provided sufficient guidance that allowed me to provide the
             necessary information regarding my complaint.

               12% answered Not Applicable
               29% answered Strongly Agree
               25% answered Agree
               13% answered Neutral
                0% answered Disagree
               21% answered Strongly Disagree

               Not Applicable:          3      (12.50%)
               Strongly Agree:          7      (29.16%)
               Agree:                   6      (25.00%)
               Neutral:                 3      (12.50%)
               Disagree:                0      ( 0.00%)
               Strongly Disagree:        5     (20.83%)
                    Total:              24      100%




Texas State Board of Dental Examiners                         Agency Strategic Plan 2011-2015   Page | 218
APPENDIX 7. PUBLIC CONSUMER SURVEY RESPONSE CHARTS

 SBDE CUSTOMER SERVICE SURVEY – PUBLIC CONSUMER SURVEY

      COMPLAINT HANDLING PROCESS


       3F. My complaint was managed professionally.

                4% answered Not Applicable
               33% answered Strongly Agree
               17% answered Agree
                4% answered Neutral
               13% answered Disagree
               29% answered Strongly Disagree

               Not Applicable:          1      ( 4.16%)
               Strongly Agree:          8      (33.33%)
               Agree:                   4      (16.66%)
               Neutral:                 1      ( 4.16%)
               Disagree:                3      (12.50%)
               Strongly Disagree:       7      (29.16%)
                    Total:              24      100%




       4F. I received updates on the status of my complaint.

                0% answered Not Applicable
               46% answered Strongly Agree
               25% answered Agree
                8% answered Neutral
                8% answered Disagree
               13% answered Strongly Disagree

               Not Applicable:           0   ( 0.00%)
               Strongly Agree:          11   (45.83%)
               Agree:                    6   (25.00%)
               Neutral:                  2   ( 8.33%)
               Disagree:                 2   ( 8.33%)
               Strongly Disagree:        3   (12.50%)
                    Total:              24    100%




Texas State Board of Dental Examiners                          Agency Strategic Plan 2011-2015   Page | 219
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Texas State Board of Dental Examiners                                        Agency Strategic Plan 2011-2015   Page | 220
Texas State Board of Dental Examiners


Agency Strategic Plan 
 
                                                                                                          For the Period
                                                                                                          2011 - 2015

 
 
                                                Glossary of Terms

Administrative Rules                                              program and service changes to internally managed processes.
      Rules passed by state agencies that implement relevant      It helps define any needed improvements to individual
sections of state law and are codified in the Texas Admini-       subfunctions within an organ-ization.
strative Code.
                                                                  Best Practices
Agency Strategic Plan                                                  A term used to describe generally agreed upon pro-
    An internal document used to communicate to all               cesses, derived from experienced industry experts, which
employees an overview of divisional plans and the path the        should be undertaken when deploying projects in order to
agency will follow to reach its goals.                            decrease operational and financial risk.

Agency Goals                                                      Core Functions
     The general ends toward which agencies direct their               The core function is a unit’s reason for existence similar
efforts. A goal addresses issues by stating policy intention.     to how a mission defines the organization’s purpose. Core
They are both qualitative and quantifiable, but not quantified.   functions align divisions, departments, and units with the
In a strategic planning system, goals are ranked for priority.    mission.
Goals stretch and challenge an agency, but they are realistic
and achievable.                                                   Customer Compact
                                                                        An agreement made with the customers of an agency or
Agency Mission                                                    institution to provide services that follow a pre-determined set
      The reason for an agency’s existence. It succinctly iden-   of guiding principles. It sets forth the rights of the customer
tifies what the agency does, and why and for whom it does it.     and defines the standards that customers should expect.
A mission statement reminds everyone — the public, the
Governor, legislators, the courts, and agency personnel — of      Efficiency Measures
the unique purpose promoted and served by the agency.
                                                                       Indicators of the input resources required to produce a
                                                                  given level of output. They measure resource cost in dollars,
Agency Philosophy
                                                                  employee time, or equipment used per unit of product or
     The expression of core values and operating principles
                                                                  service output. An efficiency measure relates agency efforts
for the conduct of the agency in carrying out its mission. It
                                                                  to agency outputs. Indicators of average cost and average time
describes how the agency conducts itself as it does its work.
                                                                  normally serve as efficiency measures for agency processes,
                                                                  but they may also serve as outcome measures when cost-per-
Benchmark
                                                                  unit-of-outcome is the focus and can be meaningfully
     Benchmark is the quantified standard against which
                                                                  captured.
achievement of a stated goal, objective, or strategy can be
measured. It is a tool for gauging “added value” performance
that benefits the customer/stakeholder or progress toward
                                                                  Explanatory Measures
achieving increased productivity and strategic efficiency.             Provide information that can help users to assess the
                                                                  significance of performance reported on other types of
                                                                  measures. An agency may have limited or no control over
Benchmarking Process
                                                                  factors addressed by explanatory measures, including
      An integral part of the external and internal assessment
                                                                  environmental or demographic characteristics related to
conducted during the strategic planning process. It is an
                                                                  agency target populations. A major use of this type of
iterative method of identifying, analyzing, and emulating the
                                                                  measure is to describe the level of customer demand or public
standards and best practices of external organizations that
                                                                  need for an agency’s products and services. Explanatory
achieve a high degree of productivity or innovative success in
                                                                  measures also may focus on variables over which an agency


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has significant control, such as staffing patterns for specific    greater efficiency and effectiveness in short-term or long-term
functions.                                                         operations. A management goal and sub-elements frequently
                                                                   may be nonbudgetary in nature, that is, not included as a
External and Internal Assessment                                   distinct and separate item in the appropriations request. It may
      An evaluation of key factors that influence an agency’s      have measures associated with successful implementation or
success in achieving its mission and goals. Detailed               accomplishments that remain internal to the agency and are
evaluation of trends, conditions, opportunities, and obstacles     not reported on a routine basis to oversight entities.
directs the development of each element of the Strategic Plan.
This type of assessment should be heavily quantitative. Key        Objectives
external factors may include economic conditions, population            Clear targets for specific action. They mark interim steps
shifts, technological advances, geographical changes, and/or       toward achieving an agency’s long-range mission and goals.
statutory changes. Key internal factors include management         Linked directly to agency goals, objectives are measurable,
policies, resource constraints, organizational structure,          time-based statements of intent. They emphasize the results of
automation, personnel, and operational procedures.                 agency actions at the end of a specific time.

Fiscal Year (FY)                                                   Outcome Measures
     Fiscal Year, e.g., September 1, 2009 – August 31, 2010             Indicators of the actual impact or effect on a stated
is FY 2010.                                                        condition or problem. They are tools to assess the
                                                                   effectiveness of an agency’s performance and the public
Goal                                                               benefit derived therefrom. An outcome measure is typically
     Goals are the general ends toward which an agency             expressed as a percentage, rate, or ratio.
directs its efforts. A goal addresses issues by stating policy
intention. Goals are both qualitative and quantifiable, but not    Output Measures
quantified. In a strategic planning system, goals are ranked            Tools, or indicators, to count the services and goods
for priority. Goals stretch and challenge an agency but they       produced by an agency. The number of people receiving a
are realistic and achievable.                                      service and the number of services delivered are often used as
                                                                   measures of output.
HUB
     HUB refers to a historically underutilized business that is   State Agencies
a corporation, sole proprietorship, partnership, joint venture,         State agencies covered by strategic planning require-
or supplier contract formed for the purpose of making a profit     ments are departments, commissions, boards, offices, or other
in which at least 51 percent of all classes of the shares of       agencies within the executive branch of state government.
stock or other equitable securities are owned by one or more       Such state agencies are created by statute or constitutional
persons who (1) are economically disadvantaged because of          provision and have statewide jurisdiction. They possess
their identification as members of certain groups, including       administrative authority and resources independently of other
African Americans, Hispanic Americans, women, Asian                state agencies. Entities created with the primary purpose of
Pacific Americans, and Native Americans, and have suffered         advising a state agency are specifically excluded from this
the effects of discriminatory practices or similar insidious       definition.
circumstances over which they have no control; and (2) have
a proportionate interest and demonstrate active participation      Statewide Goals
in the control, operation, and management of the business               The general ends toward which the state directs its
entity’s affairs.                                                  efforts. Statewide goals address the primary issues facing the
                                                                   state within broad groupings of interrelated state concerns.
Inputs                                                             Statewide goals are founded on the statewide vision and may
The resources, including human, financial, facility, or            involve coordination among several agencies with similar
material, that an agency uses to produce services.                 functions.

Management Goals                                                   Strategic Planning
      Management goals reflect agency or institution                     A long-term, future-oriented process of assessment, goal
management approaches in its overall administration. They          setting, and decision-making that maps an explicit path
may encompass activities and management approaches such            between the present and a vision of the future; that relies on
as Total Quality Management training, customer service             careful consideration of an organization’s capabilities and
initiatives, and other managerial techniques that support


Texas State Board of Dental Examiners                                                 Agency Strategic Plan 2011-2015    Page | 222
environment; and that leads to priority-based resource
allocation and other decisions.

Strategies
Methods to achieve goals and objectives. Formulated from
goals and objectives, a strategy is the means for transforming
inputs into outputs and, ultimately, outcomes, with the best
use of resources. A strategy reflects budgetary and other
resources.

Vision
     An inspiring picture of a preferred future. A vision is not
bound by time, represents global and continuing purposes and
serves as a foundation for a system of strategic planning. A
statewide vision depicts an ideal future for the people of
Texas and the contributions that state government can make
to that end.




Texas State Board of Dental Examiners                              Agency Strategic Plan 2011-2015   Page | 223
                                   Texas State Board of Dental Examiners
                                        Strategic Plan for the Period 2011-2015
                                                     June 18, 2010




Texas State Board of Dental Examiners                                     Agency Strategic Plan 2011-2015   Page | 224

				
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