Texas State Board of Dental Examiners Strategic Plan

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					Texas State Board of Dental Examiners



                        Strategic Plan
                           2009-2013
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Agency 504 – State Board of Dental Examiners                          Strategic Plan 2009 - 2013
                            STRATEGIC PLAN

                FOR THE FISCAL YEARS 2009 - 2013

                                                   BY

    TEXAS STATE BOARD OF DENTAL EXAMINERS


BOARD MEMBER                                            TERM      HOMETOWN
Tammy Lynn Allen, R.D.H.                            2001 – 2007   Fort Worth
Oscar X. Garcia, J.D.                               2001 – 2007   Brownsville
Tamela L. Gough, D.D.S.                             2005 – 2011   Allen
Norman Mason, D.D.S.                                2003 – 2009   Austin
Georgiana Matz                                      2005 – 2011   Harlingen
Gary W. McDonald, D.D.S.                            2003 – 2009   Kingwood
Helen Hayes McKibben, R.D.H.                        2003 – 2009   Lubbock
Ann G. Pauli                                        2005 – 2011   El Paso
William L. Purifoy, D.D.S.                          2005 – 2011   Fort Worth
Russell H. Schlattman II, D.D.S.                    2005 – 2011   Houston
Phyllis A. Stine                                    2001 – 2007   Abilene
George Strunk, D.D.S.                               2003 – 2009   Longview
Paul E. Stubbs, D.D.S.                              2001 – 2007   Austin
Juan D. Villarreal, D.D.S.                          2001 – 2007   Harlingen
Charles Field Wetherbee, J.D.                       2003 – 2009   Boerne


                                   Submitted June 27, 2008




SIGNED: _______________________________________
                  Sherri Sanders Meek
                  Executive Director



APPROVED: ____________________________________
                  Gary W. McDonald, D.D.S.
                  Presiding Officer




    Agency 504 – State Board of Dental Examiners                    Strategic Plan 2009 - 2013
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Agency 504 – State Board of Dental Examiners                             Strategic Plan 2009 - 2013
TABLE OF CONTENTS

STATEWIDE PLANNING ELEMENTS
 The Vision, Mission and Philosophy of State Government
   Governor Rick Perry’s Vision for Texas Government                                       1
   The Mission of Texas State Government                                                   1
   The Philosophy of Texas State Government                                                1

Relevant Statewide Goals and Benchmarks
   Regulatory                                                                              2
   General Government                                                                      2


STATE BOARD OF DENTAL EXAMINERS PLANNING ELEMENTS
 The Vision, Mission, and Philosophy of the State Board of Dental Examiners
   SBDE’s Vision                                                                           3
   SBDE’s Mission                                                                          3
   SBDE’s Philosophy                                                                       3

 Internal Assessment
   Overview of the Board’s Scope and Function
    Statutory Basis                                                                        3
    Historical Perspective                                                                 3
    The State Board of Dental Examiners (the Board)
       Main Function                                                                       4
       Board Structure                                                                     4

   Organizational Aspects
    The State Board of Dental Examiners (the Agency)
       Agency Size and Composition                                                         8
       Geographic Location                                                                 8
       Agency Organizational Structure and Processes                                       8
       Location of Service Populations                                                     13
       Human Resources                                                                     13
       Agency Use of Historically Underutilized Businesses (HUBs)                          20
       Use and Anticipated Use of Consultants

     Fiscal Aspects
       Size of Budget                                                                      22
       Budgetary Limitations                                                               22
       Fiscal Perspective                                                                  22

     Technological Development
       Impact of Technology on Current Agency Operations                                   23
       Impact of Anticipated Technological Advances                                        24
       Degree of Agency Automation and Telecommunications                                  26
       Future Automation Needs                                                             27




          Agency 504 – State Board of Dental Examiners                        Strategic Plan 2009 - 2013
Table of Contents (Continued)



       Self-Evaluation and Opportunities for Improvement
          Agency Achievements                                                                               28
          On-going Housekeeping Initiatives                                                                 28
          Future Initiatives                                                                                28
          Key Obstacles
          Relationships with Other State and Federal Agencies                                               30


  External Assessment
     Service Population Demographics
       Historical Characteristics                                                                           35
       Current Characteristics.                                                                             36
       Programs Implemented Since the Last Strategic Plan                                                   37
       Future Trends and Their Impact                                                                       37

     Economic Variables
       Identification of Key Economic Variables                                                             38
       Extent to which Service Populations are Affected by Economic Conditions                              38
       Agency Response to Changing Economic Conditions                                                      39

     Impact on Federal Statutes/Regulations
       Historical Role of Federal Involvement                                                               39
       Description of Current Federal Activities                                                            39
       Anticipated Impact on Service Populations and Agency Operations on Future Federal Actions            39

     Customer Assessment of the SBDE’s Services
       Stakeholder Evaluation                                                                               40

AGENCY GOALS, OBJECTIVES, STRATEGIES AND MEASURES                                                           44

TECHNOLOGY INITIATIVE ALIGNMENT                                                                             46

APPENDICES
A.   Description of Agency’s Planning Process for 2009-2013                                                 47
B.   Current Organizational Chart                                                                           48
C.   Five-year Projections for Outcomes                                                                     49
D.   List of Measure Definitions                                                                            50a – 50z
E.   Implementing the Texas Transformation                                                                  51
F.   Workforce Plan                                                                                         55
G.   Customer Service Survey                                                                                63




              Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
STATEWIDE PLANNING ELEMENTS

The Vision, Mission and Philosophy of Texas State Government

Governor Rick Perry’s Vision for Texas
Working together, I know we can accomplish our mission and address the
priorities of the people of Texas. My administration is dedicated to creating
greater opportunity and prosperity for our citizens, and to accomplish that
mission, I am focused on the following critical priorities:

Assuring open access to an educational system that not only guarantees the
basic core knowledge necessary for citizenship, but also emphasizes
excellence and accountability in all academic and intellectual undertakings;

Creating and retaining job opportunities and building a stronger economy
that will lead to more prosperity for our people, and a stable source of
funding for core priorities;

Protecting and preserving the health, safety and well-being of our citizens
by ensuring healthcare is accessible and affordable, and our neighborhoods       Rick Perry, Governor of Texas
and communities are safe from those who intend to harm; and

Providing disciplined, principled government that invests public funds wisely and efficiently.


The Mission of Texas State Government
Texas state government must be limited, efficient, and completely accountable. It should foster opportunity and
economic prosperity, focus on critical priorities, and support the creation of strong family environments for our
children. The stewards of the public trust must be men and women who administer state government in a fair,
just, and responsible manner. To honor the public trust, state officials must seek new and innovative ways to meet
state government priorities in a fiscally responsible manner.

AIM HIGH . . . WE ARE NOT HERE TO ACHIEVE INCONSEQUENTIAL THINGS!


Philosophy
The task before all state public servants is to govern in a manner worthy of this great state. We are a great
enterprise, and as an enterprise we will promote the following core principles.

    •    First and foremost, Texas matters most. This is the overarching, guiding principle by which we will
         make decisions. Our state, and its future, is more important than party, politics, or individual
         recognition.
    •    Government should be limited in size and mission, but it must be highly effective in performing the tasks
         it undertakes.
    •    Decisions affecting individual Texans, in most instances, are best made by those individuals, their
         families, and the local government closest to their communities.



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          Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
   •    Competition is the greatest incentive for achievement and excellence. It inspires ingenuity and requires
        individuals to set their sights high. And just as competition inspires excellence, a sense of personal
        responsibility drives individual citizens to do more for their future and the future of those they love.
   •    Public administration must be open and honest, pursuing the high road rather than the expedient course.
        We must be accountable to taxpayers for our actions.
   •    State government has a responsibility to safeguard taxpayer dollars by eliminating waste and abuse, and
        providing efficient and honest government.

   Finally, state government should be humble, recognizing that all its power and authority is granted to it by the
   people of Texas, and those who make decisions wielding the power of the state should exercise their authority
   cautiously and fairly.


Relevant Statewide Goals and Benchmarks

 Regulatory
       Goal              To ensure Texans are effectively and efficiently served by high-quality professionals and
                         businesses by implementing clear standards, ensuring compliance; establishing market-
                         based solutions; and reducing the regulatory burden on people and business.

       Benchmarks        Percent of state professional licensee population with no documented violations.
                         Percent of new professional licensees as compared to the existing population.
                          Percent of documented complaints to professional licensing agencies resolved within six
                          months.
                         Percent of individuals given a test for licensure who received a passing score.
                          Percent of new and renewed licenses issued via Internet.

 General Government
       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.

       Benchmarks        Total state spending per capita.
                          Number of state employees per
                          10,000 population.
                          Number of state services accessible
                          by Internet.
                          Savings realized in state spending by
                          making reports/documents/processes
                          available on the Internet.




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              Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
STATE BOARD OF DENTAL EXAMINERS STRATEGIC PLANNING ELEMENTS

The Vision, Mission, and Philosophy of the State Board of Dental Examiners
 SBDE’s Vision
 To rise to the challenge of creating and sustaining a successful State Agency
 by increasing and embracing open communication, respecting opposing
 opinion, maintaining an open mind, and finding the balance of compassion
 and duty.

 SBDE’s Mission
 To safeguard the dental health of Texas by developing and maintaining
 programs to:
     Ensure that only qualified persons are licensed to provide dental care; and
     Ensure that violators of laws and rules regulating dentistry are sanctioned
     as appropriate.

 SBDE’s Philosophy
 To act with the highest standard of ethics, accountability, efficiency, and openness. We will earn the public
 trust by regulating the practice of dentistry in a balanced and sensible manner.


Internal Assessment
 Overview of the Board and Agency
   Statutory Basis
   The Occupations Code, Title 1, 2, 3 in general, and specifically Title 3, Subtitle D, Chapters 251 et. seq.,
   defines the practice of dentistry and charges the SBDE with responsibility for regulation of such practice.
   Further, the Health and Safety Code, Title 6, Chapter 467, Peer Assistance Program authorizes the SBDE to
   make contract peer assistance services available to licensees.

   General rulemaking authority is granted to the SBDE under Section 254.001 of the Occupations Code and
   authority to address specific subjects is granted throughout the Dental Practice Act.

   The State Board of Dental Examiners (Board) sets policy, directs the Executive Director to implement policy,
   and monitors the implementation and outcome of policy.

   Historical Perspective
   The Texas Legislature first provided for licensure of dentists in 1897,
   whereby district judges were empowered to appoint a Board for their
   districts consisting of three practicing dentists living in the district.
   Today, the Board consists of 15 members appointed by the Governor.

   In 1911, the Legislature created a board of examiners which
   consisted of six practicing dentists to serve the entire State. Between
   1911 and the present, various amendments to the Dental Practice Act
   have been enacted.

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           Agency 504 – State Board of Dental Examiners                                Strategic Plan 2009 - 2013
Main Function
The main function of the SBDE is as follows:

    •   License qualified dentists and dental hygienists after successful completion of a clinical
        examination, and or by credentials;

    •   Register dental assistants after successful completion of an approved course and competency
        examination;

    •   Register qualified dental laboratories;

    •   Annually renew dental and dental hygiene licenses, dental assistant and dental laboratory
        registrations;

    •   Investigate all complaints received;

    •   Prosecute complaints through informal or formal disciplinary means as provided by applicable
        statutes (e.g., DPA, Administrative Procedure Act); and

    •   Monitor on-going compliance of disciplined licensees/registrants with their respective Board Orders.



The Texas State Board of Dental Examiners (the Board)
The Board is composed of 15 members, including 8 dentists, 2 dental hygienists and 5 public members. The
members of the Board are appointed by the Governor, with the advice and consent of the Senate, for
staggered, non-renewable, six-year terms. The Presiding Officer is appointed by the Governor. The Board
elects a Secretary annually.




                               Front Row (Seated L-R): Ms. Phyllis Stine, Ms. Georgiana Matz

                               Middle Row (Standing L-R): Dr. Tamela Gough, Dr. William Purifoy, Ms. Helen
                               McKibben, RDH, Ms. Ann Pauli, Dr. Norman Mason

                               Back Row (Standing L-R): Dr. Russell Schlattman, Dr. Gary McDonald, Dr. George         Ms. Tammy Allen, RDH
                               Strunk, Dr. Paul Stubbs, Mr. Charles Wetherbee, Esq., Dr. Juan Villarreal, Mr. Oscar
                               Garcia, Esq.




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         Agency 504 – State Board of Dental Examiners                                                   Strategic Plan 2009 - 2013
Gary W. McDonald, DDS                                                                   Mr. Charles F. Wetherbee
Presiding Officer                                                                                Board Secretary


Board Structure
The Board Presiding Officer appoints Board members to serve on four standing committees, Executive,
Enforcement, Licensing and Government Relations. These committees implement the directives of the Dental
Practice Act and the SBDE Rules and Regulations. The function of Committees is outlined as follows:

   Executive Committee. Chaired by the Board Presiding Officer, the Executive Committee considers
   temporary emergency suspension of a license when public safety is compromised. The Executive
   Committee acts on the Board’s behalf when matters needing Board consideration require action before the
   next regularly scheduled meeting.

   Enforcement Committee. Chaired by the Board Secretary,
   the Enforcement Committee works with the Secretary to
   review completed case investigations and to recommend
   further action (i.e., close case, refer to settlement
   conference, or other action as deemed necessary). The
   Committee meets regularly to discuss all aspects of the
   complaint resolution process and to discuss and propose
   new or amended rules relating to this process.

   Licensing Committee. Chaired by a member of the Board
   appointed by the Presiding Officer, the Licensing
   Committee reviews continuing education requirements
   and considers requests for alternative methods of
   compliance for licensees that are not able to meet annual
   requirements as outlined in SBDE rules and monitors implementation of new programs for licensees such
   as the dental assistant registration processes. This committee meets regularly and can also consider new
   and amended rules relating to licensing.

   Government Relations. Chaired by a member of the Board appointed by the Presiding Officer, The
   Government Relations Committee reviews and monitors statewide and nationwide legislative issues and
   works with staff to consider non-substantive legislative changes to the Dental Practice Act.

   Two Statutory Committees advise the Board:
       Dental Hygiene Advisory Committee (DHAC). The DHAC advises the SBDE on matters relating to
       dental hygiene. The DHAC is composed of six members, three dental hygienists and two public
       members appointed by the Governor and one dentist appointed by the Board. Members of this advisory
       committee serve staggered six-year terms.

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          Agency 504 – State Board of Dental Examiners                                Strategic Plan 2009 - 2013
      Dental Laboratory Certification Council (DLCC). The DLCC advises the Board on matters relating to
      dental laboratories and is composed of three members who are appointed by the Board to serve two-
      year terms.


National Organization Memberships
  The SBDE is a member of the following organizations:

           American Association of Dental Administrators (AADA)
           The AADA is charged with the goal of organizing the advancement of sharing and distributing
           among its members information, procedures, policies and techniques necessary to effectively and
           efficiently administer dental licensing, testing and/or disciplinary boards in the United States,
           Puerto Rico and the Virgin Islands. Another goal of the Association is to develop of a committee
           to study, review, evaluate and address uniform avenues in administration of board operations.

           Council on Licensure, Enforcement and Regulations (CLEAR)
           CLEAR helps its members carry out their shared mission of public protection. CLEAR has
           defined its own educator role as proactively identifying critical issues; providing a dynamic,
           interactive forum for exploration of these issues and collecting and disseminating relevant
           information on them. There are three core areas of substantive inquiry that CLEAR supports
           through its annual conference and other venues: professional discipline; credentialing/
           examination issues; and policy and administration.


Regional Organization Memberships
  The SBDE is a member of the following:
           Western Regional Examining Board (WREB)
           As a member of WREB, the SBDE appoints a dentist member of the SBDE to
           serve as the Texas representative to the WREB Board of Directors; a dentist
           member of the SBDE to serve on the WREB Dental Examinations Review
           Committee; and a dental hygiene member of the SBDE to serve on the WREB
           Dental Hygiene Examinations Review Committee. The SBDE designates 10
           of its current Board members: 8 dentists, 2 dental hygienists, in addition to
           the 3 dental hygienists who serve on the Dental Hygiene Advisory Committee
           to serve as examiners on the WREB dental and dental hygiene examination
           team. The SBDE representatives to WREB attend annual meetings, examina-                 WREB
           tion and policy committee meetings and present status reports to the SBDE
           during Board meetings.


Regional Examining Board Relationships
The SBDE recognizes clinical examination results from four regional examining boards
which provide clinical examinations to dental and dental hygiene candidates for licensure.
Acceptance dates for these board results are as follows:
                      Western Regional Examining Board (WREB)             January 1, 1994
                      Central Regional Dental Testing Service (CRDTS)      January 1, 2002
                      North East Regional Examining Board (NERB)          January 1, 2005
                      Southern Regional Examining Board (SRTA)            January 1, 2005

                                                                                                     SRTA

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       Agency 504 – State Board of Dental Examiners                                  Strategic Plan 2009 - 2013
Salient Amendments to the Dental Practice Act by the 80th Legislature
House Bill 1 provides the appropriations for state agencies through the next biennium. Our Exceptional Item
Request for eight additional staff was approved. A salary increase for the Executive Director was approved.
The request for staff merit increases and position reclassifications was not approved. In the same request we
also requested the restoration of $128,000 of our budget as a result of our loss of appropriated receipts in the
sale of dental assistant course materials, which was not granted. This Bill became effective on September 1,
2007.


House Bill 15 provided for supplemental appropriations for
state agencies for the remainder of Fiscal Year 2007. In the
House version the Bill, our agency was included in the request
for $85,000 supplemental appropriation. In the Senate version
of the Bill, which included several amendments, our request
was deleted.


House Bill 643 provides the Board with the authority to allow
a dentist who has an expired license to apply for a retired status
with the Board in order to provide voluntary charitable care.
This Bill became effective on September 1, 2007.

House Bill 3876 relates to the requirement that dental clinics designated a dentist as a custodian of records for
the clinic. It also requires that the custodian of records must produce the patient records immediately upon
request by the State Board of Dental Examiners and the treating dentist. Provides penalties for non-
compliance. Amendment was placed on the Bill relating to expert testimony by a current Board Member and
the requirement that the Board Member has approval by either the Executive Committee of the Board or the
full Board. This Bill became effective on September 1, 2007.


Senate Bill 29 requires health care regulatory agencies to the Health Professions Council to collect a
minimum data set of information in the licensing and renewal of dental licenses. In addition to the
information we already collect, we must now collect a licensee’s place of birth, race and ethnicity, location of
high school, detailed primary practice information and information regarding any additional practice. The
information to be provided by the licensees will be collected and forwarded to the Statewide Health
Coordinating Council, which operates out of the Texas Department of State Health Services. The Council
will utilize the information for Workforce Planning purposes. This Bill became effective on March 1, 2008.



                                             Affected Population
                                             The SBDE’s key service populations are the citizens of Texas;
                                             licensed dentists and dental hygienists, registered dental laboratories,
                                             and registered dental assistants.


                                             Public Perception
                                             The public perceives this agency as the entity that regulates all areas
                                             of the practice of dentistry in the State of Texas by licensing
                                             qualified applicants as dentists and dental hygienists and registering
                                             dental laboratories and dental assistants.




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       Agency 504 – State Board of Dental Examiners                                         Strategic Plan 2009 - 2013
Organizational Aspects

   The State Board of Dental Examiners (The Agency)

    Agency Size and Composition
    The State Board of Dental Examiners is guided by an Executive Director who is the administrator of the
    agency. The agency consists of 31 full time employees.


                                        Geographical Location
                                        The SBDE office headquarters are located in the William P. Hobby Jr.,
                                        Building at 333 Guadalupe, Tower 3, Suite 800, Austin, Texas.

                                        SBDE Investigative Staff are geographically located across Texas in
                                        Dallas, Central Texas, Fort Worth, San Antonio, Huntsville and Houston.
                                        Separate government offices for support staff are not maintained at these
                                        field locations. Two investigators are located in the SBDE Austin
                                        headquarters.


    Agency Organizational Structure and Processes
    The agency is comprised of five program divisions: Executive;
    Administration; Licensing; Enforcement; and Legal. Each division is
    closely related and depends on ready and efficient access to
    information from the others to assure that functions are carried out in a
    manner consistent with statutory requirements to ensure the dental
    health and safety of the public. Information about program services is
    shared among the divisions of the SBDE.

      Executive -
      The Executive Director provides the leadership and motivation for achieving the agency’s strategic
      vision, manages the day-to-day operation of the agency, implements agency objectives and ensures
      agency compliance with statewide goals. The Executive Director is the ex-officio representative to the
      SBDE’s standing committees and advisory committees. The Executive Director is also responsible for
      interacting with Texas dental, dental hygiene, and dental laboratory schools; monitoring state and
      national issues; participating in national organizations and forums; maintaining competent staff; and
      over-seeing budget, space allocation, purchasing, and contracting;

                                    The Executive Assistant assists the Executive Director and other staff in the
                                    administrative functions of the agency, performing such duties as coordinating
                                    board and committee meetings, facilitating the administrative aspects of
                                    amendments to the Dental Practice Act and SBDE Rules and Regulations and
                                    administers agency programs such as: Risk Management, Information
                                    Resource/Information Technology (IR/IT) Disaster Recovery, Agency
                                    Records Retention and the SBDE Jurisprudence Assessment.
                                    The Executive Assistant is also responsible for screening and expediting
                                    media inquiries and legislative and constituent matters and manages the
                                    Agency Website and Jurisprudence Assessment website.

      The Systems Analyst performs a variety of technical duties involving the installation, maintenance, and
      testing of computer information systems including all computers workstations, peripherals, and network
      equipment. Responsible for analyzing and resolving complex systems, and performs diagnostic testing

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         Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
and maintenance of system hardware. Serves as project team leader for agency IR/IT matters, identifying
user end system requirements and evaluates software packages; designs, codes, tests and documents
software applications; trains and assists end users in implementing new applications; performs basic
systems administration functions and troubleshoots systems and software problems; provides help desk
services.

The Receptionist assists staff in the administrative functions of the agency as well as responsibilities for
such duties as conference room scheduling, communications and mail processing, office security, and
general reception.


Administration -
The Director of Administration, together with an Accounting Technician, maintain compliance with
the regulatory procedures and policies prescribed by other state agencies. Prepares regulatory reports due
to other state agencies; biennial legislative appropriations requests and strategic plans.


                                           Charged with administering and preparing the agency’s internal
                                           operating budget contingent upon legislative appropriations;
                                           prepares fiscal notes on proposed legislation affecting the SBDE as
                                           well as annual financial report and other budget and fiscal reports.
                                           Responsible for developing budget review schedule; preparing
                                           quarterly and annual performance measure reports; processes
                                           payrolls and maintains personnel records.
SBDE’s Director of Administration
prepares the Quarterly Budget Report

Performs all purchasing tasks; maintains office equipment and computers; manages group insurance
program and retirement programs; administers records management and risk management programs;
enters data into on-line state systems [Uniform Statewide Accounting System (USAS), Uniform
Statewide Payroll System (USPS), Texas Identification Number System (TINS) and Employee
Retirement System Online (ERS), State Property Accounting System (SPA), and the Automated Budget
and Evaluation System of Texas (ABEST).


Licensing -
The Director of Licensing leads a team of five dedicated staff charged with administering all aspects of
licensure and certification for dentists, dental hygienists, dental assistants and dental laboratories.

The Licensing division is comprised of the following full time staffed positions who support each
component of division’s overall charge to protect the citizens of Texas:

     The Dental and Dental Hygiene Licensing Coordinator is responsible for administration of all
     Texas dental and dental hygiene correspondence pertaining to initial licensure, charity licensure,
     and licensure for foreign graduates. Responds to requests for state clinical board scores, licensure
     verifications and certifications and consumer requests for mailing lists and labels. The Dental and
     Dental Hygiene Coordinator utilizes the Health Professions Council Document Imaging System
     which is used to scan all dental licensing correspondence for recordkeeping purposes.

     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 responding to daily licensee
     inquiries regarding online and ground-mail license renewals, name and address change requests,
     military exemption inquiries, online initial registration issues, duplicate license and certificate
     requests and cardiopulmonary resuscitation (CPR) certification. The Licensing Coordinator is also


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   Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
     responsible for the processing of debit/credit transactions relative to the licensing and jurisprudence
     processes.

     The Licensing Renewal Assistant is tasked with responding to e-
     mail inquiries received through SBDE website relative to licensure
     renewal, CPR Certification, name and address change requests,
     duplicate license and certificate requests and expired license
     penalty/fee inquiries. The Licensing Renewal Assistant is also
     responsible for processing inquiries on Texas Online dental and
     dental hygiene renewals and initial registrations. Works hand-in-
     hand with the Licensing Coordinator to receipt and process all           The SBDE Licensing Renewal Clerk
     financial transactions received by the agency.                           processes licensure renewals.



     The Licensing Administrator is responsible for registering dental laboratories and all portable and
     mobile dental facilities. Manages the anesthesia permit application process, reinstatements of a
     retired Texas license and all Texas license cancellations, which occur due to one year or more of
     non-payment. The Licensing Administrator is charged with conducting Continuing Education audits
     on randomly selected Texas dentists and dental hygienists. Manages the Texas Nitrous Oxide
     Conscious Sedation Permit Program for dentists and the Nitrous Oxide Inhalation Conscious
     Sedation Monitoring Permit Program which is an optional certification for dental auxiliaries. Serves
     as the primary point of contact for receiving information regarding the death of a dental professional.


     The Dental Assistant Coordinator is responsible for the registration of all qualified dental
     assistants for authority to make radiographs in the State of Texas. Another charge includes
     administration of the Pit and Fissure Sealant Certification Program, an optional certification for
     dental hygienists and dental assistants. The Dental Assistant Coordinator serves as the sole point of
     contact for name and address changes, renewals and continuing education matters pertaining to
     Texas dental assistants.

The Director of Licensing serves as the liaison and staff support to the Board’s Licensing Committee and
the Anesthesia Liaison.


Enforcement -
The Enforcement Division, lead by the Director of Enforcement, is charged with investigating all
jurisdictional complaints filed, assisting the Legal Division in the prosecution of the complaints through
informal or formal disciplinary means as provided by applicable statute, pursuing compliance with
disciplinary actions and conditions as set forth for each disciplinary case, and interacting with the public,
professional societies, dental schools, state regulatory and/or federal agencies in matters of public health.

(Continued on the next page)




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Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
The Enforcement Division is headquartered in the William P. Hobby Jr., Building in Austin, Texas.
Field Offices are located in Dallas, Fort Worth, San Antonio, Austin, Houston and Huntsville. These
metropolitan areas have the largest concentration of complaints filed with the Board. Each Field
Investigator is assigned to a general geographic area, some of which are very large.

                    The Dallas and Fort Worth investigators typically cover the areas of North and
                    Northwest Texas and the Panhandle area of the state. The San Antonio and Austin
                    investigators cover Central and Southwest Texas and El Paso area. The Huntsville
                    Field Office serves East Texas, while Houston Field Office investigators cover the
                    coastal areas.

                    The investigative staff includes both commission (peace officers) and non-
                    commissioned (civilian) investigative staff. Investigators holding peace officer
                    commissions are designated by a military style ranking system similar to other State
                    and local law enforcement agencies.           Commissioned Investigators conduct
                    investigations in cases involving all types of complaints as well as assist local law
                    enforcement in criminal investigations for violations such as practicing dentistry
                    without a license. Commissioned investigators are:

       The Director of Enforcement (DOE): As the Chief Law Enforcement officer of the SBDE, the
       DOE holds a Master Peace Officer license issued by the Texas Commission on Law Enforcement
       Standards and Education (TCLEOSE) and is commissioned as a Peace Officer by the SBDE. The
       DOE is responsible for interviewing, hiring and supervising all Enforcement Division staff. The
       DOE makes recommendations to the General Counsel and the Executive Director regarding
       emergency 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: A supervising Field Investigator who 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 commissioned
       investigators. The Lieutenant Investigator also carries a case load with cases similar
       to a Sergeant Investigator. Lieutenant Investigator typically holds an advanced or
                                                                                                         TCLEOSE
       Master Peace Officer license.

       Sergeant Investigator: A field investigator who holds a peace officer license from the TCLEOSE
       and is commissioned as a peace officer by the SBDE. Cases typically assigned to a Sergeant
       Investigator include fraud, patient abuse, patient death, patient assault, drug diversion, etc.
       Sergeant Investigators typically hold an Advanced or Master TCLEOSE license.

Investigators who do not hold a TCLEOSE license are assigned cases that do not have a known potential
criminal component. Non-Commissioned investigators are divided into four types:

       Senior Field Investigator: The Senior Field Investigator is the ranking non-commissioned Field
       Investigator who acts in a minor supervisory role for non-commissioned investigators. The Senior
       Investigator also acts in a support role to the Lieutenant for training new investigators, particularly
       non-commissioned investigators. This investigator’s duties also include those of a standard Field
       Investigator.

       Field Investigator: An investigator assigned to a field office. Field Investigator are assigned
       administrative complaints such as sanitation complaints, standard of care allegations, failure to

                                                      11

   Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
      provide records, patient abandonment, etc. Cases assigned to the Field Investigator typically
      require some type of field investigation or onsite visit.

      Investigator: This Investigator is a non-commissioned investigator assigned to the Austin office.
      Investigators conduct standard of care investigations that do not require field work or onsite visits.

      Compliance Investigator: The Compliance Investigator performs post-board order compliance
      monitoring. Issues monitored by the Compliance Investigator include board-ordered continuing
      education, ordered substance abuse counseling, fine payments etc. Violations of Board Orders are
      reported to the Director of Enforcement. The Compliance Investigator also assists with standard
      of care investigations that do not require field work or an onsite visit.

Enforcement Support staff include two Administrative Assistants who are assigned up to four
investigators. Assistants process incoming complaints, correspondence between the SBDE, Investi-
gators, Respondents and Complainants and are responsible for case processing, shipping and receiving of
evidence and case documentation and expediting calls regarding investigative or complaint issues.

Complaints that require an onsite visit to a dental clinic or laboratory, must be assigned to a field
investigator. Any complaint that may have a potential criminal component or requires coordination with
a local law enforcement agency is assigned to a commissioned investigator. All investigative actions are
coordinated with the Board Secretary who also chairs the Board Enforcement Committee. This division
serves as the liaison and staff support for the Enforcement Committee.

The Enforcement Division and Legal Division work together to complete disciplinary matters.
Additionally, the Enforcement Director, the General Counsel, and the Executive Director work closely
with the Texas Dental Peer Assistance Program in pre- and post-disciplinary chemical and mental
impairment matters and in on-going investigative cases involving all dental professionals.

Legal -
The Legal Division, lead by the General Counsel, represents the agency in legal
matters and provides legal counsel and support to members of the Board and
agency staff. Additionally, this division:

Prosecutes cases against licensees who have violated the Dental Practice Act
and/or the Board’s rules and regulations. Attorneys resolve cases through in-
formal processes such as initial proposed settlements and informal settlement
conferences. Attorneys also initiate and prosecute formal complaints on behalf of
the agency through the formal adjudicative process at the State Office of
Administrative Hearing (SOAH) as well as civil courts.

                                                      The Legal Division is also responsible for agency
                                                      rulemaking including legal support for new rule
                                                      initiatives, amendments and repeals to Board rules
                                                      as well as legal support for the drafting of bills and
                                                      amendments for legislative consideration. The
                                                      Legal Division advises agency staff and drafts
                                                      memoranda and briefs regarding the legal
                                                      interpretation of statutes, rules and policies
                                                      affecting the agency and its mission.




                                                          12

       Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
                                                  The Legal Division also provides support to the Office of the
                                                  Attorney General in administrative appeals and all matters involving
                                                  the support and defense of the law and agency policies.

                                                  Interacts with licensees and the citizens of Texas in response to
                                                  questions and queries presented on a range of legal matters involving
                                                  the Dental Practice Act, the Board’s rules, and other applicable
                                                  statutes and provisions governing the function of a state govern-
                                                  mental entity (i.e., Public Information Act, Open Meetings Act).
                                                  Legal staff may also handle issues involving personnel, contract, or
                                                  other legal matters.


Legal support staff includes a Legal Assistant and an Administrative Assistant. They assist in the organization of
administrative functions in the Legal Division and serve as points of contact for matters within the division. The
legal support staff also assists the General Counsel and Staff Attorneys with case preparation and presentation
throughout the informal and formal case resolution processes.


    Location of Service Population
    Concentrations of dental health providers tend to coincide with population concentrations in general,
    principally along the Interstate Highway 35 corridor and in major metropolitan areas. Shortages are acute in
    East and West Texas, the lower Rio Grande Valley and the Panhandle. Since location of intended or actual
    place of practice is not affected by licensure, the SBDE does not address affecting any change in this area.

    Through implementation of field offices in Dallas, 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 SBDE regards its staff as its most valuable resource. The SBDE experiences high turnover due to the
    competitive market in Central Texas. The agency has met this challenge by offering minimum competitive
    salary, training opportunities, innovative human resources policies and a participatory management team.

    We continue to look for methods of rewarding the staff as agency salaries continue to slip far behind our
    counterparts in state government and in the private sector.

      Investments
        The SBDE has implemented the following benefits in an effort to attract and retain employees:
           •    Flexible working hours for employees
           •    Employee training program
           •    Employees assistance program
           •    One-time merit salary increase program, as funds allow
           •    Administrative leave for outstanding performance
           •    Telecommuting as deemed appropriate by the Executive Director

      Strengths and Weaknesses
        Strengths
           •    Dedicated division managers
           •    Increased involvement of staff through training, staff meetings, managers meetings
           •    Cross training of employees
           •    Work cooperation between divisions
           •    Staff development and training


                                                                  13

            Agency 504 – State Board of Dental Examiners                                             Strategic Plan 2009 - 2013
  Weaknesses
    •    High employee turnover rates
    •    Inadequate funding for hiring and retaining staff
    •    Ability to retain staff because of competition from larger agencies and the private sector
    •    Increased workload for all employees
    •    Low state salaries


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. Because of low state salaries, the SBDE faces the difficult task of attracting and retaining
employees, particularly with investigators and attorneys.
We continue to struggle with increasing workload demands, the increased need for information, and
voluminous reporting requirements. Our high turnover rate only adds to the problem. It takes approxi-
mately 1 ½ to 2 months to fill a vacancy. After positions are filled, it takes approximately 3 – 6 months to
fully train new employees. In order for the SBDE to provide good and efficient customer service and fulfill
its mission, it needs appropriate funding for staff compensation and dental consultants.

Employee Turnover
As depicted in the following charts, the turnover rate for the SBDE is markedly higher to that of other State
agencies within Article VIII and statewide.

As of May 30, 2008, our turnover rate for Fiscal Year 2008 is 16.67%. State employees primarily leave
state employment voluntarily. In the last two to three years, the majority of employees reported higher
salaries offered by other state agencies, or in the private sector, as being the primary reason for leaving the
SBDE.

Despite its high turnover rate, the SBDE continues to monitor and analyze the reasons employees leave the
agency. Over 87% of those responding to the Texas Employee Exit Survey indicated that they would want
to work for the SBDE in the future.

                                       Employee Turnover Rates
                                        Fiscal Years 2003 - 2007
             60%
                             50.9%
             50%                                                                                Notes:
                                                                         42.9%                  The statewide and regulatory
                                                          37.9%
             40%                                                                                percentages do not include
                                                                                                transfers.
                                                                                      28.6%
             30%                                                                                The SBDE percentages do
                                                                                                include transfers.
             20%
                                            13.8%                                               Information on regulatory
                                                                                                agencies was not yet
             10%                                                                                available for 2007.

               0%
                       FY 2003        FY 2004          FY 2005        FY 2006    FY 2007
                                       Statewide
                                       Article VIII: Regulatory
                                       State Board of Dental Examiners

                                                                 14

        Agency 504 – State Board of Dental Examiners                                             Strategic Plan 2009 - 2013
                              STATE BOARD OF DENTAL EXAMINERS
                                    EMPLOYEE TURNOVER RATES
                                    FISCAL YEARS 2002 - 1996

                      Fiscal Year            Dental Board           Statewide
                                              Turnover              Turnover
                          2002                    25.20%             14.80%
                          2001                    48.35%             17.60%
                          2000                    56.57%             18.93%
                          1999                    30.77%             17.58%
                          1998                    4.35%              17.37%
                          1997                    27.27%             14.27%
                          1996                    35.00%             13.64%




Agency Turnover by Division by Fiscal Year

Fiscal Year 2008
                                          Average                                                    Turnover
                                                             Percentage of
      Division - Position                 Number                                Resignations
                                                              Workforce                                Rate
                                          of FTEs
 Legal - Attorney                             4                  13.7%               3                  75%
 Legal - Administrative                       2                  6.8%                1                  50%
 Enforcement - Administrative                 3                  10.3%               1                 33.3%


Agency Turnover by Division by Fiscal Year (Continued)

Fiscal Year 2007
                                          Average                                                    Turnover
                                                             Percentage of
      Division - Position                 Number                                Resignations
                                                              Workforce                                Rate
                                          of FTEs
 Legal - Attorney                             4                  14.8%               2                  50%
 Legal - Administrative                       2                  7.4%                2                 100%
 Enforcement - Investigator                   7                  25.9%               1                 14.3%
 Licensing - Administrative                   5                  18.5%               1                  20%

Fiscal Year 2006
                                          Average                                                    Turnover
                                                             Percentage of
      Division - Position                 Number                                Resignations
                                                              Workforce                                Rate
                                          of FTEs
 Legal - Attorney                             4                  14.3%               2                  50%
 Legal - Administrative                       2                  7.1%                1                  50%
 Enforcement - Investigator                   7                  25%                 5                 71.4%
 Enforcement – Administrative                 2                  7.1%                3                 150%
 Licensing – Administrative                   5                  17.8%               1                  20%



                                                            15

   Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
Agency Workforce Demographics
The following charts profile the agency’s workforce as of May 30, 2008.


    By Gender
    The agency is comprised of 35% males and 65% females.

                                                                            Male
                                                                            35%




                               Female
                                65%




By Age
Depicted here is the composition of all current full time SBDE employees by age.

                                                  Under 30
                                                    22%

                                                                               Age
                                                                            60 & Over
                           Age
                                                                               21%
                          30 - 39
                           22%




                                                                       Age
                                         Age                          50 - 59
                                        40 - 49                        19%
                                         16%


By Tenure
This chart shows the tenure of all current full time SBDE employees.

                                                      15 - 30 Years
                                                            3%
                            7 - 14 Years
                                 13%


                                                                          2 - 6 Years
                                                                              45%


                          Less than
                           2 Years
                             39%


                                                             16

   Agency 504 – State Board of Dental Examiners                                         Strategic Plan 2009 - 2013
Agency Workforce Demographics (Continued)
The following charts profile the agency’s workforce as of May 30, 2008.



       By Ethnicity
       The following chart shows the number of full time SBDE employees by ethnicity.

                                         African
                                        American
                                          19%
                                                                          Hispanic
                                                                          American
                                                                            23%




                           Caucasian
                           American
                             58%




       Retirement Eligibility
       From the current workforce of 31 full time employees, the SBDE could potentially see 15 of its
       employees retire within the next 5 to 10 years.



                           Retirement Eligibility by Job Category
                               (through Calendar Year 2023)

                                                                          Investigators
              Administrative                                                  47%
                  Staff
                  33%




                                                                  Legal Staff
                                                                     7%
                                          Directors
                                             13%




                                                             17

        Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
Workforce Comparison to Statewide Civilian Workforce
For most categories, SBDE statistics are slightly higher than the statewide civilian workforce. The agency
is well represented by African Americans and Hispanic Americans in the Professional and Administrative
category. There is no available statewide average for Para-Professionals.


                          Caucasian              African               Hispanic             Females                 Males
  Job Category            Americans             Americans             Americans
                                   State                 State                 State                  State                 State
                          SBDE %                SBDE %                SBDE %                SBDE %                 SBDE %
                     No             %      No             %      No             %      No              %      No             %

Officials/
Administrators        4    80.0% 77.8%      1    20.0%   7.1%    0     0.0%    15.2%   4    80.0% 44.4%       1    20.0% 55.9%


Professionals         8    61.5% 77.8%      2    15.4%   7.9%    3     23.1% 14.4%     4    30.0% 54.4%       9    70.0% 45.6%


Technicians           0    0.0%    69.8%    1    100% 10.4%      0     0.0%    19.8%   0     0.0%    47.5%    1    100% 52.5%


Para-Professionals    1    100%                                                        1    100%

Administrative
Support               5    45.4% 66.9%      2    18.2%   9.9%    4     36.4% 23.2% 11       100% 61.5%        0     0.0%    38.5%



Capital Assets – Strengths and Weaknesses

Strengths:

  The SDBE Computer System/Network
  Approximately 35 users have secure accounts that access the agency’s network resources. These network
  resources are secured by an Active Directory (v2003) installation, which is provisioned by a Windows
  Server 2003 Domain Controller. All of the clients connecting to this server are local workstations
  running Windows 2000 Professional or Windows XP Professional. Additionally, there is one Exchange
  2000 server for email, and one Internet Information Server for the website (running on Windows Server
  2000. There are also two workstations that act as servers for the agency’s two enforcement database
  systems. There are 20 printers throughout the agency, 7 of which are networked and available to all
  users. Five off-site field investigators also use PC’s running Windows 2000 Professional or Windows XP
  Professional. They access the agency’s enforcement databases through TCP/IP. One Gateway laptop is
  available for management staff whenever they work offsite.

  Each field investigator is equipped with a PC workstation and an all-in-one printer. Investigators are able
  to access the “FileMaker” enforcement databases through an internet connection using the FileMaker Pro
  client program. Field investigators also access the web-based enforcement database system called ‘Tooth
  Ferret.” The agency is currently transitioning users from the older FileMaker database to the newer web-
  based database.

  Remote Email Access
  In 2007, the agency deployed a secure remote email solution. The Outlook Web Access (OWA) feature
  was added to the existing Exchange 2000 installation. Division directors and field investigators are given
  access to this system which allows staff to connect to their agency messaging system from any computer
  with access to the internet. Security is achieved through standard web Secure Socket Layer (SSL)
  encryption, which is the same encryption found on many ecommerce sites. OWA offers all of the
  features that users of Outlook have on the Local Area Network (LAN). OWA users can send and receive
  email messages, participate in public folders, share calendars, take notes, and access the agency address
                                                                 18

       Agency 504 – State Board of Dental Examiners                                                 Strategic Plan 2009 - 2013
book. Deploying OWA allows access to critical productivity tools for employees in the field. Before
OWA, employees in the field were not able to access their agency email at all. Now with OWA, field
investigators can use their agency email address when communicating with members of the public. Also
office employees can remain productive when traveling.

The HPC Imaging System
In fiscal year 2001, the SBDE along with other agencies in the Health Professions Council (HPC)
participated in the purchase of an imaging system. This imaging system allows the SBDE to transform
its daily routine of handling and recording paper documents to utilizing electronic documents. In 2006,
HPC upgraded the imaging system software from FileNet to Laserfiche. This has resulted in increased
adoption by almost all HPC agencies, with each agency implementing features of the system that were
previously too difficult or time consuming to use. Paper documents are scanned at a high-speed scanning
station that results in an image of each document being stored in the imaging system’s database. These
images are made to be searchable, and can be securely accessed by agency staff. The imaging software is
web-based which facilitates efficient document retrieval. The agency is currently enjoying the desired
result from the imaging system: to reduce the amount of physical storage for paper documents and to
increase the efficiency of SBDE’s workflow.

The Agency’s Website
In 2006, the agency completed a full redesign of the website. The agency wanted a website that can be
managed using a content management system and is based on an open source platform. To this end, the
agency designed and built a website based on the following technologies: HTML and CSS for data
formatting; PHP and JavaScript for application processing and database connectivity; and MySQL for
database storage. All website content is stored in the MySQL database and published to the web via PHP
scripts. The HTML and CSS then format the data for presentation in the web browser.

The SBDE continues to update its web site allowing better access to information and to state documents.
Integrating the agency’s relational database system with its web site has provided the public a method to
verify the status of a licensee using the Internet. Opportunities for additional functionality continue to be
evaluated in an effort to better serve the citizens of the State of Texas.

Technical Advancement and Resource Sharing
The IT Staff remains aware and versed on new technologies as they become available. With information
gathered from many sources (including other agencies) the SBDE can determine what technologies will
be beneficial to add to the current systems in place. The agency participates in the Health Professions
Council’s ITSS program, which allows for increased cost leverage due to the sharing of IT personnel
resources. In addition to the sharing of IT talent, the ITSS program allows for the formal sharing of
technology information among all HPC agencies in the Hobby building. This allows the agency to
benefit from the knowledge, skills, and experience of IT professionals in complementary agencies.

Tooth Ferret: Enforcement Database (FileMaker Pro v7)
This is the new Enforcement database launched in 2006 as the new system to manage and track
information within the Enforcement division. This is a three tier web-based application. Tier one is the
underlying FileMaker Pro 7 database. The middle tier, the middleware layer, is based in the open source
PHP scripting technology. The middleware layer provides communication between the tier one database,
and the tier three presentation layer. Tier three, the presentation layer, is the desktop web browser. This
application is deployed on one high end Gateway workstation running Windows Server 2003. This
hardware configuration takes advantage of a high end processor environment, without the high costs of a
traditional server architecture.




                                                     19

  Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
    Licensing Databases
    The licensing database is maintained by Northrop Grumman. The licensing information system is a
    highly interactive, on-line inquiry and update system with renewals and reports occurring in nightly batch
    processing. Master file updates are accomplished on-line. The host computer for the current licensing
    system is a VAX Cluster where the primary programming language is COBOL and the master fields are
    relations of and RDB relational database. Access is through PC’s. The SBDE operates in a timesharing
    mode connected to Abdeladim & Associates computer system. The licensing system allows online
    inquiry and updating of the SBDE’s files on each individual licensee.

Weaknesses:

    Enforcement Database (FileMaker Pro v3)
    The original enforcement database runs using an outdated program architecture and it is plagued with
    other weaknesses. The database was built and has been maintained by staff members who weren’t
    properly trained. Therefore, unintentionally, the data in the database is not necessarily reliable and the
    instructions set is undocumented and also unreliable. This database has been updated and redesigned to
    meet the needs of the Enforcement and Legal divisions.

    Remote Access Connectivity
    Currently, remote users cannot rely on a fast connection to the internet. The Enforcement Division
    employs eight field investigators who are required to connect to the agency’s LAN in order to complete
    day-to-day tasks. These remote users use the following applications to connect to local resources: a web
    browser, the FileMaker Pro client, a FTP client, and Windows XP/2000 networking. Some investigators
    are able to take advantage of DSL or cable modem connections, while others must use dial up. While
    most field users have procured high speed access for their home offices, all of them have not. For those
    who have not, and must therefore rely on dial-up connectivity, their online productivity is slowed to the
    extent that their internet access is slower than broadband.


Agency Use of Historically Underutilized Businesses (HUBs)
The Texas Legislature has directed all state agencies to make a good-faith effort to
include HUBs in purchases and the awarding of contracts. The SBDE’s goal is to
establish and carry out policies governing purchasing which foster meaningful and
substantive inclusion of HUBs.

The policy/mission of the SBDE is to enhance the participation of HUBs in the SBDE’s procurements and
contracts. The SBDE is committed to providing procurement and contracting opportunities for minority and
women-owned businesses. In keeping with this policy/mission, the SBDE will continue to identify and to
ensure that minority and women-owned businesses are given an equal opportunity to bid on commodities,
services, and leases and will make a good faith effort to award at least 30 percent of its total value of all
purchases and contracts to certified HUBs. For Fiscal Year 2007, the SBDE surpassed the statewide goals set
for HUB purchasing in Professional Services and Commodity Purchasing as shown by the following table:

           HUBs Purchase Comparison
             Procurement Category                    SBDE Percentage      Statewide Goal

             Professional Services                        100%                  20%
             Commodity Purchasing                         38%                  12.6%


The SBDE utilizes the Texas Building and Procurement Commission’s Centralized Master Bidder List and
other sources in bidding for delegated services. The SBDE has a designated HUBs coordinator who, along

                                                              20

      Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
with other staff, attends training seminars and attends vendor expositions in order to locate potential HUBs
vendors.

There are several constraints that can hamper our HUBs purchasing percentage:
    •    Expenditures that are contracted by other agencies
         Expenditures that are proprietary and can only be awarded to one vendor (i.e., licensing database
         maintained by Abdeladim & Associates which was outsourced by the Director of Information
         Resources).
    •    Awards for bids must go to the lowest qualified bidder, which oftentimes is not a HUBs vendor.

    SBDE Business Planning Elements:
        Goal:         To establish and carry out policies governing purchasing and public works contracting
                      that foster meaningful and substantive inclusion of historically underutilized business.

        Objective: To make a good faith effort to include HUBs in purchasing and the awarding of contracts.

        Strategy:     To develop and implement a plan for increasing the use of historically underutilized
                      businesses through purchasing and public works contracts and subcontracts.

                      Output Measures:
                        Number of HUB contractors and subcontractors contacted for bid proposals
                        Number of HUB contracts and subcontracts awarded
                        Dollar value of HUB contracts and subcontracts awarded


Use and Anticipated Use of Consultants
Consultants possess the skill, experience, training or education in areas of practice that may or may not be
represented by dental members of the Board. They play an important role in the Board’s duties to identify
improper or substandard care, to protect public dental health and safety and to promote high practice
standards for all dental professionals. As expert witnesses as defined by Texas Rules of Evidence, Con-
sultants also testify on the Board’s behalf at SOAH, and may be called upon to testify in other Board hearings
in their respective areas of expertise.

The SBDE maintains a roster of Consultants who volunteer their time and expertise to review cases and
testify on standard of care issues on the Board's behalf at SOAH. Consultants do not make recommendations
for action on cases. The current consultant roster is comprised of 15 Consultants representing general
dentistry, periodontics, endodontics, orthodontics, pedodontics and oral and maxillofacial surgery.

In 2008, the Board approved 11 new consultants which also added dental anesthesia to the represented
specialty areas. Each consultant must complete a training program provided by the Board before they review
cases. Consultants review cases from geographic areas other than their practice location to avoid any conflict
of interest. Each Consultant is required by contract with the SBDE to report any potential or perceived
conflict of interest on any case they may review, and are bound to recuse themselves from reviewing a case
where a conflict may exist.

The Board continues to recruit and accept applications from practitioners interested in volunteering their time
to review cases. Each application is carefully screened, and a full background check is conducted by the
Enforcement division before an application is presented to officers of the Board for review. Despite efforts
by the Board and industry stakeholders, consultant shortages continue to occur, especially in certain
geographic areas of the state such as West Texas (El Paso, Lubbock, Amarillo, Midland/Odessa) and East
Texas (Huntsville, College Station and Lufkin). Future efforts to encourage licensees to volunteer consultant
services should be concentrated in these areas.
                                                          21

        Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
Fiscal Aspects

   Size of Budget
   The SBDE is totally self-supporting and responsible for collecting $3.6 million
   in legislative appropriations as well as $751,154 in other direct and indirect
   costs. Direct and indirect costs include, but are not limited to, benefits for
   SBDE employees, which must be matched by the agency and bond debt service
   payments, i.e., lease payments.

   Revenue to support operations are directly deposited to the General Revenue Fund. From this fund,
   monies are appropriated to the SBDE to cover expenditures. Generated revenue to support operations
   come from statutory fees relating to licensing, credentialing and fines. These fees are increased, as a
   matter of law, when the SBDE receives additional appropriations.

   For the 2008-2009 biennium, the SBDE received $3,676,631 in legislative appropriations from the
   General Revenue Fund. This appropriation increased the Executive Director’s salary and included a
   Rider appropriation implementing Senate Bill 29 which relates to the creation of a minimum data set for
   the collection of information on health professionals by the Statewide Health Coordinating Council. The
   appropriation also provided funding towards our contribution to the services provided by the Health
   Professions Council (HPC). The HPC coordinates the regulatory efforts among the various health care
   licensing boards.

   Budgetary Limitations
   Understaffing, inadequate funding, and low state salaries have all contributed to a high employee
   turnover rate. The SBDE is not able to retain staff because of competition from larger agencies and the
   private sector.

   Since FY 2003, appropriations for state agencies have been reduced by 24.5%. As a starting point for
   budget deliberations in FY 2008 and FY 2009, state agency baseline request for general revenue-related
   funds were limited to 90 percent of the sum of amounts expended in FY 2006 and amounts budget in FY
   2007. Funding requests for other purposes which exceeded the baseline spending and the 10% reduction
   were requested as exceptional items. The Legislature approved the return of the 10%.

   For FY 2010-2011, the SBDE is being requested again to provide information on reduction options equal
   to 10% of the FY 2008-2009 General Revenue spending.

   Fiscal Perspective
       Current Funding
       At our current level of funding, the SBDE will have a hard time in meeting its goal of ensuring that
       Texas citizens receive the highest quality dental care. Our high turnover rate has historically
       resulted in a compromise of performance in our Enforcement and Legal Divisions.

       Two of the seven exceptional items submitted for the FY 2008-2009 biennium included a request for
       reclassifications and merit raise for SBDE employees. These exceptional item requests were not
       funded. As a result, the SBDE realized a 28.57% turnover rate in FY 2007. As of May 31, 2008, we
       have experienced a 16.67% turnover rate with 4 months remaining in FY 2008. (Reference Page 15
       for turnover rates by division within the SBDE.)

       Future Funding
       For FY 2010-2011 biennium, the SBDE will be (requesting additional funding in its Legislative
       Appropriations Request for salary increases for its current employees. The SBDE has not been able
                                                      22

      Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
   to give salary increases for the last four years and it does not appear that we will be able to give
   merit increases during this biennium. This is, again, our biggest concern.
   The most important fiscal issues for the next biennium are request for additional funding to:
              Reach parity for staff that is underpaid relative equal counterparts in other State agencies.
              Retain the 10% reduction requested in the LAR process;
              Increase operational funds for merit increases;
              Increase operational funds for postage and supply increases
              Update the agency’s technology needs;


Technological Developments

   Impact of Technology on Current Agency Operations.
   Strategic use of technology is a key component to the success of the SBDE. Each agency process is
   developed and reviewed with an eye toward efficient and improved service through the
   implementation of technology-enhanced systems. Utilization of automated information systems are
   necessary in order to maintain services, exchange information, and reduce costs.
   SBDE Website and E-Mail. The SBDE uses e-mail and its website as a means to communicate
   with the regulated communities and interested members of the public. Use of this technology allows
   virtually immediate delivery of information and policy changes.


   Texas Online. As a participant in Texas Online, the
   SBDE is a leader in the application of technological
   solutions in meeting its responsibilities.




   Digital Imaging Technology. Digital imaging technology
   continues to change at a rapid pace, and through this share
   initiative with the HPC, the SBDE significantly improves its
   business operations without endangering business processes
   through technology obsolescence. In an effort to ensure
   licensing records are protected and accessible for long-term or
   archival purposes, the SBDE utilizes the HPC Document
   Imaging System to capture, store, retrieve and display records
   electronically.



                                                          23

 Agency 504 – State Board of Dental Examiners                                              Strategic Plan 2009 - 2013
Impact of Anticipated Technological Advances.
The SBDE continues its attempt to improve services to its external and internal customers. To
accomplish this, we find that there’s a need for up-to-date technology and on-going training for
agency staff. The fact that salaries are not competitive hinders our ability recruit and retain qualified
staff to meet our technological needs.


     Agency Database Alignment
     In the area of technology, the agency continues to work towards procuring and implementing a
     comprehensive database that will align its licensing, enforcement and legal divisions. The
     existing database, managed and implemented through the Department of Information Resources
     is outdated – effective 2010. Support for the aged technology will no longer be available.

     The SBDE will continue to seek solutions through the HPC, who is leading the movement to
     replace this existing technology.

     Licensing and Registration Verification Database.
     When the SBDE implemented the Dental Assistant
     Registration Program, it identified a need to update its
     licensing and registration verification database to
     include a section on dental assistant registrations. This
     database search feature enables internal and external
     customers the access registration information quickly
     and easily.

     To meet the need for researching Texas registered
     dental laboratories located outside Texas, agency staff,
     working with the Dental Laboratory Certification
     Council, developed an initiative to created a Country
     search category on the agency website under the
     licensing and registration verification section. This
     process ensures interested parties can easily locate
     records online.


                                                       SBDE Jurisprudence Assessment.
                                                       On November 1, 2006, the SBDE juris-
                                                       prudence examination for process changed to a
                                                       new online SBDE Jurisprudence Assessment
                                                       hosted by eStrategy Solutions, a Texas-based
                                                       online e-learning provider, approved by the
                                                       Texas Department of Information Resources.

                                                       The SBDE Jurisprudence Assessment offered
                                                       online is designed as an online learning tool as
                                                       opposed to an examination.




                                                  24

Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
      Intranet and Extranet Initiatives
      The SBDE is making incremental moves to implement an Intranet
      and Extranet site for use by SBDE staff (Intranet) and various
      support entities such as consultants (Extranet). Among the benefits
      of implementing each initiative will be the replacement of paper
      processes with automation. Specifically, we would no longer incur
      printing and mailing costs. The dis-advantage is that the agency
      would be challenged by sufficient information technology
      resources to achieve significant paper reduction. It would also
      represent adjustments for staff and for the Board who are
      accustomed to paper processes.



                                          The value of providing the Board, agency staff, and pre-approved
                                          external parties access to various applications and information
                                          resources makes the need for an extranet and intranet essential if
                                          we’re to continue cutting costs and communicating efficiently
                                          and effectively.




      The benefits to an intranet and extranet include:

      Reducing Content Search
      Searching for information within an organization, or on the Internet, can be drastically reduced
      when employees have a central "one-stop shop" for organization content.

      Reducing Duplication of Effort
      An Intranet and Extranet site will be used as an open collaborative tool to coordinate the efforts
      of various divisions, workgroups, and project teams. This will have the potential of creating
      unified knowledge community - a central environment for knowledge sharing and management
      - and will minimize duplication of both effort and content.

      Promoting Employee Self-Sufficiency
      An Intranet and Extranet site would improve productivity by allowing users to quickly access
      content without the need for third-party intermediaries who may be unavailable. Users are
      empowered with the ability to find the information they need without having to rely on others.
      Examples of this application are: SBDE Policies and Procedures, employee schedules, meeting
      schedules and general human resources information.

      Keeping Knowledge Within the Board and Agency
      When Board Members and agency employees leave, knowledge stays. Board Members serve a
      one six-year appointed term. When employees transfer to other state agencies or leave State
      government entirely, they take the knowledge they have accumulated with them. An intranet
      and extranet would allow us to collect and store the knowledge and expertise of its Board
      Members and employees.




                                                       25

Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
 Degree of Agency Automation and Telecommunications.
 The agency makes use of personal computers connected via a local area network, which also
 provides internet access. Use of telecommunications networks is limited to telephone land lines and
 cellular phones.

      Internet Websites.
      The SBDE uses the internet as one of its primary means of communicated with the regulated
      communities and interested members of the public. The SBDE website serves as a portal to
      various state and professional association websites.

      Customers use two vanity Uniform Resource Locators (URLs) to assist them in navigating to
      important dentistry sites. One URL directs customers to the SBDE portable webpage for Online
      Renewals. (www.tsbde.state.tx.us/RenewOnline). The second URL will direct customers to the
      SBDE portal webpage for the SBDE Jurisprudence Assessment. This page can be found at:
      (www.tsbde.state.tx.us/Jurisprudence). Future plans include a vanity URL directing customers to
      Texas Online website for Initial Licensure.




 .




          SBDE Website:
            www.tsbde.state.tx.us                      SBDE Jurisprudence Website:
                                                          www.tsbde.state.tx.us/Jurisprudence

      E-Mail. Agency staff utilize e-mail as a direct method for communication information and
      policy.
         Remote Email Access
         In 2007, the agency deployed a secure
         remote email solution. The Outlook Web
         Access (OWA) feature was added to the
         existing Exchange 2000 installation.
         Division directors and field investigators
         are given access to this system which
         allows staff to connect to their agency
         messaging system from any computer
         with access to the internet. Security is
         achieved through standard web Secure
         Socket Layer (SSL) encryption, which is
         the same encryption found on many
         ecommerce sites.

         OWA offers all of the features that users of Outlook have on the LAN. OWA users can send
         and receive email messages, participate in public folders, share calendars, take notes, and

                                                  26

Agency 504 – State Board of Dental Examiners                                 Strategic Plan 2009 - 2013
        access the agency address book. Deploying OWA allows access to critical productivity tools
        for employees in the field. Before OWA, employees in the field were not able to access their
        agency email at all. Now with OWA, field investigators can use their agency email address
        when communicating with members of the public. Also office employees can remain
        productive when traveling.

      Webinars. The SBDE hosts web-based seminars with organi-
      zations such as the Council on Licensure, Enforcement and
      Regulation (CLEAR).


      Agency Databases
      The SBDE currently utilizes three independent database platforms to achieve its goal in
      ensuring the dental health and safety of the public. The fact that each is a stand alone platform
      creates a number of extreme challenges for agency staff.

      The agency continues to work with the HPC to acquire one database management system that
      can provide a signle resource to organize and distribute information.

      A collaborative platform will provide a comprehensive solution to managing licensure
      information, serve as a paperless solution in gathering information collected by enforcement
      investigators during the course of an investigation, improve the tracking, status and progress of
      compliance issues and effectively manage legal matters and legal case management.

      To support this initiative the SBDE would require database programming and management
      support from the HPC.


 Future Automation Needs.
 The use of automation has contributed to the agency meeting and exceeding its performance
 objectives and goals. To ensure the agency succeeds at protecting the public, the agency continues
 to identify areas for additional automation:

        Acquire software to allow Dental Clinic Registration/Licensure Program.
        Push-to-Talk Radios/Phones for Agency Investigators.
        Laptop computers and efficient electronic scanning devices to support the paperless initiative
        for use by Board Members and staff at Board Meetings, Hearings and Settlement Con-
        ferences.
        Legal Case Management software.
        Portable Printers for attorney use at SOAH Hearings, settlement conferences and civil court
        proceedings.
        Obtain handheld mobile computing devices that offer real-time communication with the
        agency’s e-mail system, as well as the ability to run modified versions of in-house appli-
        cations.
        Laptop computers for all Enforcement Investigators.
        Teleconference/Video Conference System.
        Voice Over Internet (VoIP) Telephone System for Investigators.
        Surveillance Equipment for Investigators (Digital Video Equipment, Cameras, Audio equip-
        ment)
        Upgrade current office software applications for agency staff.

                                                  27

Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
Self-Evaluation and Opportunities for Improvement
 Agency Achievements
        Resolved 152 more cases than reported in Fiscal Year 2006.
        Resolved 48 more cases than received in FY 2007.
        Seven percent increase in the number of cases resolved in six months or less.
        Reduced the average caseload per investigator. Average in FY 06 was 57-80, current is 25.
        Developed and implemented a new online Jurisprudence Assessment learning tool for licensees.
        Developed and implemented a Charitable Dentistry Licensure Program for dentists holding a
        retired status Texas Dental License.
        Launched a Technology Working Group charted with studying the feasibility in introducing and
        upgrading technological automation agency-wide and implementing plans and programs to
        increase productivity and communications to internal and external customers.
        On-site consultation by the State Office of Risk Management reported that the BDE continues to
        rank the best within its article of government with regards to workers’ compensation claims.
        Implemented a two-phase redesign of the agency’s website which improved accessibility to
        information and providing customers a more options to contacting the agency with inquiries.
        Developed a comprehensive Board Member Training Program.
        Customer Service improvements were realized when the automated attendant program was
        retired and a live receptionist employed. Callers and visitors are now expedited to agency staff
        for faster response and handling.
        Certified Purchaser on Staff has been recertified through 2013.
        Administrative Procedures and Personnel Manuals were updated and distributed to staff.
        Quarters and Annual Performance Reports were submitted timely.
        Annual Financial Reports were submitted timely.


 On-going Housekeeping Initiatives
        Clarify language in the Dental Practice Act regarding the consequences of practicing dentistry
        without a license.
        Develop possible language to address “Whitening Booths” and “Dental Grills”.

        Clarify the term “Cosmetic Dentistry” and address what training is appropriate to advertise as
        such.


 Future Initiatives and Opportunities for Improvements
        Acquire Parity for agency employees.
        Increase in attorney and legal support positions to ensure an appropriate caseload ratio and
        increase case resolution efficiency
        Seek funding to procure state vehicles for agency investigators located in geographically remote
        areas of the state.

                                                    28

  Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
Future Initiatives and Opportunities for Improvements (Continued)


       Secure a Complaint Intake Officer position for the agency.
       Develop and implement a Citation Program for non-Standard of Care violations and sanitation
       inspections.
       Secure funding to compensate Dental Board Consultants.
       Secure funding for TCLEOSE required training for agency investigators.
       Secure funding for specialized Drug Diversion Investigation training for agency investigators.
       Create a unit dedicated to investigate practicing dentistry without a license.
       Acquire software to allow Clinic Registration/Licensure Program.
       Push-to-Talk Radios/Phones for Agency Investigators.
       Obtain handheld mobile computing devices that offer real-time communication with the
       agency’s e-mail system, as well as the ability to run modified versions of in-house applications.
       Secure funding to purchase laptops computers for investigators.
       Secure funding for laptop computers to support our paperless initiative for meetings and
       conferences.
       Acquire Teleconference/Video Conference System equipment.
       Voice Over Internet (VoIP) Telephone System for Investigators.
       Surveillance Equipment (Digital Video Equipment, Cameras, Audio equipment)
       Secure funding for the upgrade of current office software applications.
       Design and implement a Website Strategic Plan. The plan would include the design of web
       pages dedicated to:
               Proposed and adopted rulemaking actions by the Board.
               Initial Licensure opportunities online for Dentists and Dental Hygienists.
               Final Board Orders Online.
               Notification of a dental professional death.
               Information on Self-Reporting.
               Press Releases Position Papers issued by the Board.
               Online Renewal Form Options.
               Online Complaint Process.
               Increased visibility of Frequently Asked Questions for dental professionals and
               consumers.
       Implement Focus Groups among the regulated professions.
       Document agency processes for inclusion in the Business Continuity Program.
       Utilize a Career Development Program.
       Develop an New Employee Orientation Program.


                                                         29

 Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
Key Obstacles
The primary obstacle the Agency faces is a lack of funding. Funding needs for the planning period can
be viewed in a three-tiered approach. The first deals with parity in compensation of staff. The
professional staff of this Agency is not in salary parity with other State agencies doing similar tasks. The
average employee of this Agency is compensated at a rate lower rate relative to many other State
agencies. This is of major concern to this organization with regards to turnover rates. Turnover rates in
this Agency have been as high as 40–50 %. Average Statewide turnover rates during the same time
periods were 17–18 %. Many employees have reported higher pay in other State positions or in the
private sector as a primary reason for leaving the Agency. Parity must be achieved.

The SBDE has a competent and dedicated staff. We must enhance the ability to retain the current staff.
The number of individuals that are licensed by this agency has increased dramatically with the addition
of 20,000+ dental assistants. This increases the workload for all and generates activity throughout the
agency.


Relationships with Other State and Federal Agencies

  Texas Health Professions Council.
    Statutory Basis
    The Texas Health Professions Council (HPC) provides a unique solution for the multiple challenges
    of state regulation of health professions. The 73rd Texas Legislature created the HPC to achieve the
    potentially desirable outcomes of consolidation of small independent health licensing and regulatory
    agencies without sacrificing the quality, independence, accessibility and accountability of individual
    boards.

    Council Composition
                                                                    Health Professions Council
    Established in 1993, the Council has a membership of            Representatives:
    13 agencies currently representing 35+ professional
    licensing boards, certification programs, documentation         • Texas Board of Chiropractic Examiners
    programs, permit programs and registration programs             •   Texas State Board of Dental Examiners
    and the Governor’s office.
                                                                    • Texas Medical Board
                                                                    • Texas State Board of Podiatric Medical
    Council Activities                                                  Examiners
    Council activities are mandated by the Legislature and          • Texas Board of Nursing
    identified by the Council to provide means for member           • Texas Optometry Board
    regulatory agencies to coordinate administrative and            • Texas State Board of Pharmacy
    regulatory efforts, that are requested by various
                                                                    • Executive Council of Physical Therapy and
    legislative entities or oversight bodies, such as the
                                                                        Occupational Therapy Examiners
    Governor’s Office, individual members of the Texas
                                                                    • Texas Board of Examiners of Psychologists
    Senate or House of Representatives, the Legislative
    Budget Board, and Comptroller’s Office.                         • Texas Board of Veterinary Medical
                                                                        Examiners
                                                                    • Texas Funeral Service Commission
    The Council has accomplished efficiency and
    effectiveness through administrative sharing and                • Texas Department of State Health Services
                                                                        Professional Licensing and Certification Unit
    cooperative teamwork through its subcommittees,
    involving staff members from each member agency                 • Governor’s Office
    who were appointed to study and make recom-                     • Office of the Attorney General
    mendations on the functional and programmatic
    assignment of the priority objectives.

                                                       30

    Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
    The Council has provided a valuable forum for health licensing agencies to discuss and reach
    consensus on ways for agencies to operate together in a more effective and efficient manner, without
    sacrificing the independent efficiency and effectiveness of each agency.

    The SBDE supports the merging of common functions among member agencies of the HPC.

    HPC Share Initiatives
       •   Information Technology (IT) sharing utilizes two staff who provide direct ongoing services to
           eight of the smaller member agencies.
       •   Document Imaging Center.
       •   Administrative Functions - Human Resources, Accounting, Purchasing, Payroll.
       •   Legislative Tracking.
       •   Development of core policies and procedure statements for common areas such as travel, open
           records, and records retention. These statements are resources for Council agencies to use in
           developing individual agency manuals, saving staff time and assuring consistent quality.
       •   Coordination of Legal Services to discuss joint issues of concern to Council agencies.
       •   Use of a purchasing pool provides use of trained and certified purchasers to agencies too small
           to have such expertise.
       •   Training and Information Dissemination Opportunities - State Auditor Programs and Pro-
           cedures, Employees Retirement System, EEO, Investigator/Inspector Training Program, Board
           Member Training Manual for Board and Commission Members, Risk Management and Disaster
           Recovery.
       •   Referral and Assistance Services through a “1-800” system.
       •   Mail Center Operations, Courier and Storage Services.
       •   Representation in statewide forums.
                                                                             HEALTH PROFESSIONS COUNCIL
                                                                              BUSINESS PROCESS REVIEW OF
HPC Business Process Review                                                SELECT ADMINISTRATIVE FUNCTIONS
In June 2007, Staff from the Governor’s Office of Budget,
Planning, and Policy (BPP), in cooperation with member agencies           FINANCIAL
of the HPC, conducted a Business Process Review (BPR) of the              Payroll Processing
health professions regulatory agencies to identify options for            Asset Management
                                                                          Electronic Deposit Processing
increasing administrative efficiencies through the sharing of
                                                                          In-House Cash Processing
additional services through the HPC. (See Table 1)
                                                                          Reconciliation of Fines
                                                                          Purchasing
Staff from the BPP and HPC member agencies began to map                   Purchase Voucher Processing
processes for a set of administrative tasks, including financial          Travel Vouchers
services, human resources, and information technology. Each               Binding Encumbrances
process map provided a cross-functional illustration of how an            Annual Financial Reporting
agency completes each task.
                                                                          HUMAN RESOURCES
In August 2007, member agencies of the HPC were asked to:                 Recruiting
                                                                          Hiring
  Compare the process maps and descriptions to their respective           Performance Appraisal & Mgmt. Tng.
  agency business processes;                                              Employee Grievance Process
                                                                          Risk Management
  Record differences between the process maps and their agency
  business processes; and                                                 INFORMATION TECHNOLOGY
  Complete a survey that collected information on the similarities        IT Support Services
  and differences in personnel required in each agency to complete        IT Preparation for Board Meetings
  each process.                                                           Changes to IT systems (e.g., databases)


                                                      31

   Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
Summary of Business Process Review Findings and Overall Conclusions
Although the health professions regulatory agencies in Texas perform similar functions, most
administrative processes are provided separately by each agency, suggesting that possible efficiencies
may be gained through economies of scale.

Other state agencies, such as the Texas Department of Licensing and Regulation, currently utilize a core
administrative department to process the financial, human resources, and information technology
functions of the agency.

Health regulatory agencies from other states, such as the Virginia Department of Health Professions,
provide administrative services for member agencies through a central office.

Although the HPC has formed several partnerships designed to take advantage of economies of scale and
the unique skills of professionals across the HPC member agencies, there is an opportunity to achieve
additional administrative efficiencies.

By sharing certain administrative functions across the agencies through the HPC, the professional
knowledge and unique expertise of staff members may be utilized to a greater degree, allowing the
agencies to allocate more resources to fulfilling their respective regulatory missions.


Health Professions Council (Information Technology Services)
The SBDE utilizes two highly skilled Systems Analysts who support the agency’s vision and mission by
planning, installing and maintaining software and hardware components for the agency’s network. The
HPC IT staff are very effective in troubleshooting and understanding the needs of the agency. Areas of
support cover upgrades to PC/Services, training/presentations, IT purchases and software/hardware
evaluations. Additional support services include database management, programming projects and
Technology Security Review consultant services specific to the Registered Dental Assistant Course
Provider Program.


Texas Small Agency Task Force
The SBDE serves as a member of the Texas Small State Agency Task Force which consists of State
agencies with approximately 100 or fewer full-time employees. The Task Force’s mission is to identify
and share issues of common concern to facilitate efficient and effective operations for small State
agencies. The Task Force has been asked to supply information and to testify before legislative
committees on issues affecting small State agencies.

Peer Assistance Program
In 1985, the Texas Legislature passed House Bill 900, which
provided for the establishment of a peer assistance program for
chemically and mentally impaired dental professionals.

The SBDE’s Peer Assistance Program, better known as the
Professional Recovery Network, is provided by the Texas Pharmacy Association and serves the dental
profession in several ways: (1) Monitors impaired and chemically impaired dental professionals’
compliance with their Board Orders, (2) assists impaired dental professionals in their voluntary efforts to
become unimpaired and non-chemically dependent, and (3) notifies the SBDE of practitioners who may
be impaired and may be a danger to the public welfare.

The SBDE receives a sum-certain appropriation of $123,000 for the peer assistance program contingent
on the SBDE collecting sufficient revenue from peer assistance surcharges and receipts. Peer Assistance
fees are collected from each dental and dental hygienist licensee with their license renewals, as well as
                                                     32

   Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
collected disciplinary fines. Amounts collected above the sum-certain appropriation are transferred to
General Revenue. Prior to Fiscal Year 2000, all fees/fines collected were transferred directly to the peer
assistance program.

                      Texas Department of Public Safety
                      The SBDE, through its Enforcement Division, maintains a close working
                      relationship with the Controlled Substances Registration Section and the Triplicate
                      Prescription Section of the Texas Department of Public Safety (DPS). These two
                      sections deal with the registration of and related aspects pertaining to controlled
                      substances for licensed dentists.

Working efforts include, but are not limited to, requesting and receiving computer printouts of Schedule
II Controlled Substances, dentist/patient profiles, listing of frequently prescribed Schedule II Controlled
Substances, and seminars/training for regulatory and DPS investigators.

The SBDE also provides the DPS with direct, online access to the SBDE’s licensing database for license
verifications. Also, the SBDE’s Licensing and Examination Division routinely sends DPS a list of newly
retired licenses.

Texas Health and Human Services Commission
The SBDE interacts proactively with the Texas Health and
Human Services Commission (HHSC) on:                                      Texas
    • Furnishing the Commission with copies of all                        Health and Human Services
      Agreed Settlement Orders.                                           Commission
    • Providing lists of newly retired licensees.
    • Medicaid Fraud.

Agency Legal staff confer with the HHSC involving
specific cases of interest where the SBDE is taking action
against a dental licensee involving severe Standard of
Care issues and Medicaid fraud.

The General Counsel and legal staff with the SBDE
confer with the Office of the Attorney General of Texas
regarding appeals of administrative cases, civil actions
involving the agency, open records issues and general law
issues that affect all state agencies.

State Office of Administrative Hearings.
SBDE attorneys initiate and prosecute formal complaints on behalf of the agency
through the formal adjudicative process at the State Office of Administrative
Hearings (SOAH).
SOAH provides independent, experienced Administrative Law Judges to conduct
hearings in cases referred by over 60 state agencies. SOAH's mission is to conduct
fair, objective, prompt, and efficient hearings and alternative dispute resolution
proceedings and to provide fair, coherent, and timely decisions.




                                                       33

     Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
Drug Enforcement Agency.
The SBDE Enforcement Division has fostered a good working relationship with local, state and federal law
enforcement authorities. Investigators routinely interact with, and assist, investigators and officers from
such agencies as the U.S. Drug Enforcement Administration, Federal Bureau of Investigation, Texas
Department of Public Safety, Office of the Attorney General and many other law enforcement or regulatory
agencies who investigate offenses committed by licensees.

In the past three years, the TSBDE has seen an increase in reports of
individuals practicing dentistry without a license. In most cases these
offenders have little or no formal training in dentistry, and pose a serious
health risk to potential patients. Offenders that are non-dental licensees do
not fall within the jurisdiction of the Board. As peace officers, however,
Board Investigators do assist local law enforcement agencies and area
district attorneys offices with these investigations.

Board Investigators lend expertise and knowledge of dentistry-related offenses that most local agencies
have little experience. By assisting local authorities in these investigations, the Board not only educates
law enforcement officials and prosecutors in a unfamiliar area of law, but also furthers the Board's mission
of safeguarding the dental health of Texans. The SBDE should continue to foster positive relationships
with and assist local law enforcement in the investigation and prosecution of the unlicensed practice of
dentistry.


Professional Associations and Texas Schools
Agency staff make themselves available to visit Texas dental and dental hygiene schools, stakeholder
functions and converse with interested parties regarding:
    •    Procedures for applying for licensure, anesthesia permits, and certifications.
    •    U.S. Drug Enforcement Administration and Texas Department of Public Safety narcotics,
         certificates, and schedules.
    •    Complaint and Compliance processes explained.
    •    Informal Settlement Conference and Board Order processes explained.
    •    The SOAH Hearing process explained.
    •    Statistics on violated articles of the Dental Practice Act and SBDE Rules.
    •    The Constitutional and legal bases for regulation of dentistry.
    •    General information about the SBDE. (i.e., Board meetings, Website, etc.)
    •    Rulemaking process explained.
    •    Regulated auxiliary functions.




                                                       34

    Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
External Assessment
  Service Population Demographics
  The affected populations have been identified above as citizens of Texas in general and holders of licenses
  and certificates issued by the State Board of Dental Examiners specifically. The discussion below is focused
  on licensees and those who receive certificates.

      Historical Characteristics
      Set forth below and on the following pages are the criteria to qualify for each of the various licenses,
      certifications, and registrations issued by the SBDE.

          Dental Licensure.
          There are two primary methods of dental licensure: by clinical examination and by credentials. All
          applicants must be at least 21 years of age, offer evidence of good moral character, and have
          graduated from a dental program accredited by the Commission on Dental Accreditation of the
          American Dental Association of the American Dental Association.

                                                           Faculty members providing patient care in dental
                                                           programs must obtain a faculty license, which does
                                                           not require graduation from accredited dental
                                                           programs, but does limit dental practice to the
                                                           employing school.

          Dental Hygiene Licensure.
          There are two primary methods of dental hygiene licensure: by clinical examination and by
          credentials. All applicants must be at least 18 years of age, offer evidence of good moral character,
          and have graduated from a dental hygiene program accredited by the Commission on Dental
          Accreditation of the American Dental Association of the American Dental Association.

          Faculty members providing patient care in dental hygiene programs must obtain a faculty license,
          which does not require graduation from accredited dental hygiene programs, but does limit dental
          hygiene practice to the employing school.

          Dental Assistant Registration.
          Dental assistants taking radiographs in Texas must be registered with the SBDE. Applicants
          complete a specified mandatory educational course in the areas of radiology, infection control and
          Texas Jurisprudence to qualify for a registration.

          Dental Laboratory Registration.
          All dental laboratories conducting commercial business with Texas licensed dentists must be
          registered to do so. The owner of the lab must employ at least one nationally certified dental
          technician that must be on premises of the dental lab at least 30 hours per week. Exceptions to this
          requirement might include laboratories on premises of dental labs.




                                                          35

         Agency 504 – State Board of Dental Examiners                                  Strategic Plan 2009 - 2013
                               Nitrous Oxide Inhalation Conscious Sedation Monitoring Certification.
                               Dental hygienists and dental assistants may be certified to monitor the
                               administration of nitrous oxide sedation after successful completion of a
                               SBDE-approved course.

Nitrous Oxide Monitoring


Pit and Fissure Certification.
A dental hygienist who graduated from an approved CODA/ADA dental hygiene school prior to
December 31, 1980 must apply to the SBDE for a certificate to apply pit and fissure sealants. A dental
hygienist who graduated from an approved CODA/ADA dental hygiene school after December 31, 1980
are deemed qualified to apply pit and fissure sealants based on their dental hygiene curriculum.

Dental assistants may be certified to apply pit and fissure sealants following appropriate training and
subsequent certification by the SBDE. Dental assistants may only apply sealants when delegated by a
dentist-employer that accepts Medicaid reimbursement or has a practice located in an underserved area as
designated by the Texas Department of Health.

                                    Anesthesia Permitting.
                                    Dentists administering nitrous oxide/oxygen inhalation conscious
                                    sedation, enteral conscious sedation, parenteral conscious sedation, deep
                                    sedation and general anesthesia must be permitted by the SBDE to do so.
                                    Proof of appropriate training as outlined in the ADA guidelines for
                                    teaching pain and anxiety control is required prior to issuance of the
                                    permit.


Portable or Mobile Dental Facilities Permitting.
All portable or mobile dental facilities not qualifying for an identified exemption, must be registered and
permitted by the SBDE to operate in Texas.

Current Characteristics
(As of May 2008)    * - Registration is mandatory for only Dental Assistants who make x-rays

     Licensing
       Dentists (active, expired, retired, and suspended status)                                       15,626
       Dental Hygienists (active, expired, retired, and suspended status)                              11,728

     Registrations
       Laboratories (active, expired, and suspended status)                                             1,065
       Dental Assistants*                                                                              20,211

     Dental Auxiliary Optional Certifications:
      Nitrous Oxide Monitoring Certificates (Dental Hygienists & Dental Assistants)                    25,000
      Pit & fissure sealant Certifications (Dental Assistants Only)                                       665

     Licensing and Registration Programs
       Charitable Dentistry Licenses Issued (Active Only)                                                   21
       Portable or Mobile Dental Facility Permits Issued (Active Only)                                      31


                                                              36

   Agency 504 – State Board of Dental Examiners                                                Strategic Plan 2009 - 2013
Programs Implemented Since the Last Strategic Plan

 Charitable Dentistry Licensure.
 Dentists holding a retired status Texas Dental License may practice dentistry if the practice consists
 solely of volunteer charity care. Voluntary charity care is defined as the direct provision of dental
 services to indigent or critical need populations within the State of Texas, without monetary
 compensation.

 Jurisprudence Assessment.
 On November 1, 2006, the SBDE jurisprudence
 examination process changed to a new online SBDE
 Jurisprudence Assessment hosted by eStrategy
 Solutions, a Texas-based company, approved by the
 Texas Department of Information Resources.
 The Jurisprudence Assessment is designed to be an
 online learning tool as opposed to the former process
 of an examination.
 On January 1, 2008 the jurisprudence requirement
 can only be met by taking the SBDE Jurisprudence
 Assessment online.
 The SBDE Jurisprudence Assessment satisfies the jurisprudence requirement for:
      Initial Licensure for Dentists and Dental Hygienists.
      Three-year requirement for license renewal for Dentists and Dental Hygienists.
      Board Order Compliance.
      Dental Assistant National Board (DANB) Certified Dental Assistants registering to make radio-graphs in
      Texas.
      Dental Hygienists who have received training in a non-Texas dental hygiene program applying for Nitrous
      Oxide Monitoring Certification.


Future Trends and Their Impact.
 Fingerprint Card.
 The Agency will be implementing a new element to its
 dental and dental hygiene license application process by
 requiring all applicants submit fingerprints for criminal
 background check purposes at specified sites through-
 out the State. The applicant will bear the $45 cost
 associated with the fingerprinting. We have elected to
 utilize the services of Fingerprint Applicant Services of
 Texas (FAST) who is currently providing similar
 services to many other state agencies.

                                          The Texas Dept of Public Safety and the Federal Bureau of
                                          Investigations records are reviewed for criminal history and the
                                          reports generated electronically are forwarded directly to the
                                          agency for review with 72 hours.
 We anticipate this new process will enhance the protection of the public by ensuring all resources for
 criminal activity data are queried prior to license issuance.


                                                       37

  Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
     Postcard Renewal Notices.
     The agency is developing a Postcard Renewal Notice which
     would replace the current license renewal form. Postcards
     will be mailed to licensees 45 days in advance of the license
     expiration date.
     Unlike the existing renewal form, which is mailed back with
     checks and money orders, the new postcard should not be
     sent back to the SBDE to renew the license. Instead
     licensees will be encouraged to renew online using a credit
     card or check card for payment.
     For licensees who prefer to renew using ground mail
     services to renew their license, a renewal form will be
     available on the SBDE website for printing. This form can
     be mailed to the SBDE for processing or licensees may
     contact the agency by e-mail through the website or by
     telephone.
     Postcard Renewal Notices will streamline the renewal
     process, save money for licensees, the state and the agency
     and will also be in keeping with the Governor Perry’s e-
     Government initiative. The SBDE projects a remarkable
     increase in online license renewals as a result.

                        Dental Assistant Online Renewals.
                        In keeping with the online renewal services now offered through Texas Online for
                        Dentists, Dental Hygienists and Dental Laboratories, the SBDE is offering Dental
                        Assistants the option to renew online. Renewing through Texas Online would be
                        accomplished using a credit card or check card and be available to Dental Assistants
                        within 45 days of the registration expiring.

     Jurisprudence Assessment for Texas Dental Laboratories.
     The agency, in coordination with the SBDE Dental Laboratory Certification Council, will implement
     a Jurisprudence Assessment requirement for Dental Laboratories beginning January 1, 2009. Dental
     Laboratory owners and/or managers will be required to complete the online SBDE Jurisprudence
     Assessment once every three years for registration renewal. New Dental Laboratories will be
     required to complete the Jurisprudence Assessment to qualify for registration with the SBDE.

Economic Variables
   Identification of Key Economic Variables.
   All of the Agency’s expenditures are paid from the State’s General Revenue Fund through the
   appropriated funds. Thus, the legislature and the level of funding available from it is the economic
   variable that affects the Agency. Except for the effect of inflation on costs the Agency bears the
   economic conditions generally do not directly affect the Agency.

   Extent to which Service Populations are affected by Economic Conditions.
   The public, especially those who file complaints with the Board, can be affected by economic
   variables. The level of funding provided for the Agency will directly relate to its ability to handle
   complaints in a timely manner.


                                                       38

    Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
   The other service populations, licensees and certificate holders, are somewhat affected by economic
   variables as the Agency is required to set its’ fees so that costs of Agency are covered. An increase in
   appropriations will require an increase in fees.

   Agency Response to Changing Economic Conditions
   The response available to the Agency is to present meaningful requests for funding and engage in
   planning procedures such as this.


Impact on Federal Statutes/Regulations

   Historical Role of Federal Involvement.
   The federal government has enacted legislation to enable the reporting of adverse disciplinary action
   by State licensing Boards. The primary purpose of this legislation is to provide a flagging system that
   serves to alert users that a more comprehensive review of a practitioner’s past actions may be prudent
   in the determination of licensure decisions.

   Description of Current Federal Activities.
     Health Care Quality Improvement Act
     The Health Care Quality Improvement Act of 1986, Title IV of
     Public Law 99-660, improves the quality of health care by
     encouraging State licensing Boards to identify and discipline
     those who are incompetent or who engage in unprofessional conduct. As a result of this federal
     legislation, the National Practitioner Data Bank (NPDB) was established. The NPDB contains
     information on adverse licensure actions, clinical privilege actions, and professional society
     membership actions taken against physicians and dentists.

     This federal law protects the public by restricting the ability of incompetent practitioners to move
     from State to State without disclosure or discovery of the practitioner’s previous damaging or
     incompetent performance. The SBDE is certified by the NPDB as an eligible entity and is required
     to report to the NPDB. Following adverse disciplinary action taken by the SBDE against licensees,
     the SBDE reports those adverse disciplinary action(s) to the NPDB. The SBDE can also query the
     NPDB on information on practitioners from other jurisdictions.

     The SBDE also reports to the Healthcare Integrity and Protection Data Bank (HIPDB) regarding
     disciplinary action taken by the SBDE against practitioners and may query the HIPDB on
     disciplinary action against practitioners in other 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
                                                     39

   Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
    dentists to give patients notice of the dental practice privacy policies and make a good faith effort to
    get written acknowledgment of notification. The SBDE would adopt rules to meet the mandate of
    this requirement and be in compliance with ensuring patient privacy.
  Anticipated Impact on Service Populations and Agency Operations of Future Federal
  Actions.
  None of the legislation described is new and the continued participation by the SBDE will not cause
  change for the agency. The impact on licensees who are reported is that the NPDB information is
  available to other State agencies. At this time the Agency has not identified any effects on affected
  populations that might manifest through Agency action.

Customer Assessment of the SBDE’s Services
The SBDE evaluates its programs and services gathering feedback from its stakeholders and customers,
trying to determine where - and how - we might improve those areas. The SBDE utilized two methods
in gathering feedback from its customers - Stakeholder Evaluation and Customer Service Survey.

    Stakeholder Evaluation
    Stakeholder feedback provides discussion to identify areas of improvement and suggest innovative
    ideas for new directions for the agency to pursue. Stakeholders recognize and assess the past, as
    well as help chart the course into the future.

    During March 2006, we invited stakeholders to participate in an evaluation of our processes. This is
    a forward-thinking process of gathering information, goal-setting and decision-making. To ensure
    consistency and structure, and to help initiate a response, the following questions were asked:

           What are we doing that works in these areas?
               (Licensing, Investigations, Legal/Complaint Resolution, Communications)

           What can we do better in these areas?
               (Licensing, Investigations, Legal/Complaint Resolution, Communications)

           If you could change one service we provide, what would it be and how would you
           change it?

           If you could eliminate or amend any provision of the Dental Practice Act or the
           SBDE Rules and Regulations, which ONE would it be and why?

           What major changes do you foresee over the next five years that will have significant
           impact on the dental community?

    Stakeholder Response
    (1) What are we doing that works in these areas?
        Licensing
          The SBDE examination and licensing processes appears to be smooth and systematic. No abnormalities
          have been reported.
          This stakeholder states that from their perspective, the SBDE’s licensing process works very well. We
          have not received any complaints from our members or other dentists about problems or delays in
          obtaining a new license or renewing an existing license. Licensing-related information available on the
          SBDE website is very helpful and informative, as is the information for dental assistants. SBDE staff
          has consistently been very helpful and easy to work with on a wide variety of issues, including those
          related to continuing education, anesthesia permits, and dental assistant registration.
          This stakeholder states that the current processes in place are efficient and effective.

                                                        40

   Agency 504 – State Board of Dental Examiners                                          Strategic Plan 2009 - 2013
         The renewal process proves affordable and fairly easy to do. Renewal notices come in plenty of time for
         licensees and is simple to complete. A good move was to stop requiring a copy of the CPR card with
         license renewal. There is good criterion for registered dental hygiene licensure.

      Investigations
        Significant progress has occurred with unresolved open investigations. This progress has brought much
        public and dentist goodwill.
        On the whole, this stakeholder believes that the SBDE does a good job investigating complaints.
        Although the SBDE’s Enforcement Division has grappled with staff turnover and limited resources (e.g.,
        budget-related travel restrictions), it appears to do a good job investigating complaints and forwarding
        them to the Legal Division for adjudication.
        There seems to have been a reduction in backlogged cases over the last several years.

      Legal/Complaint Resolution
        The SBDE has conducted the investigation process with professionalism. The investigation process
        works well in allowing other professional dentists to review cases creating a balance of protecting the
        public and the profession of dentistry.
        Despite the challenges posed by staff turnover and other resource-related issues, this stakeholder believe
        that the SBDE’s Legal Division does a good job adjudicating complaints. We note with approval that,
        over the past few years, the Enforcement and Legal Divisions have effectively worked together to
        eliminate a large backlog of complaints and reduce the amount of time required to resolve individual
        complaints. While some challenges remain, the SBDE has made significant progress in this important
        area.
        There has been a stable lead counsel over the last several years.
        The settlement conference process seems to work well.

      Communications
        This stakeholder is excited about the significant improvements in communication between the SBDE
        and organized dentistry.
        This stakeholder affirms that when questions are asked of the SBDE they are answered quickly and
        completely.
        The SBDE leadership and staff works very diligently to maintain a close working relationship with this
        stakeholder. We particularly appreciate efforts by the SBDE’s presiding officer and executive director to
        keep us informed about issues affecting the practice of dentistry and, when appropriate, to solicit our
        input.
        The SBDE website is easy to get around and contains some of the information that the newsletter used to
        contain.


(2) What can we do better in these areas?
      Licensing
        Maintain the highest standards of evaluation and criteria for licensure of non-Texas trained dentists.
        This stakeholder strongly supports the SBDE’s efforts to modify the Texas Online registration process to
        enable a dentist or other SBDE licensee to renew an expired license online.
        This stakeholder would like to have SBDE investigators attend its annual meeting to address compliance
        issues.
        This stakeholder would like the SBDE to communicate why the new license renewal certificate uses the
        term licensed dental hygienist instead of registered dental hygienist.
        Require dentists to list all qualified dental assistants and registered dental assistants they employ in their
        office on the license renewal form. There is a time limit that dental assistants have to pass their
        jurisprudence infection control and x-rays exams to register. Currently there is no way to tell how long
        they have been working as a dental assistant.

      Investigations
        This stakeholder encourages the Texas Legislature to improve funding for more dental consultants and
        investigators. While the caseload to investigators has improved with the last legislature, the Texas

                                                        41

Agency 504 – State Board of Dental Examiners                                              Strategic Plan 2009 - 2013
       Legislature must be proactive and fund additional investigators. Compared to other state agencies, the
       SBDE still lags behind. This stakeholder will facilitate communication with the Texas Legislature to
       promote this enhancement of SBDE capabilities in these areas.
       This stakeholder supports the SBDE’s efforts to obtain legislative appropriations to add additional staff
       and to obtain merit raises and salary reclassifications to reduce turnover in the Legal and Enforcement
       Divisions.
       Interview all dental office staff members after a valid complaint has been filed against a dentist.
       Give Enforcement agency more teeth – stiffer penalties and larger fines for infractions.
       After the appropriate time for dental assistants to get registered as RDAs there needs to be a requirement
       for DDS to list RDAs they employ on license renewal forms so the SBDE can track this information.
       Members with this stakeholder have expressed ongoing concern about SBDE members and consultants
       serving as expert witnesses in lawsuits involving a healthcare liability claim against a dentist for injury
       to or death of a patient. Although the 80th Legislature partially addressed this issue by requiring SBDE
       members to obtain permission from the Board or its executive committee prior to serving as expert
       witnesses in such cases, some of this stakeholders members believe that the practice should be
       prohibited altogether and that the prohibition should apply to Board consultants as well.

    Legal/Complaint Resolution
      Meet more frequently! Resolve complaints expeditiously in order to protect the citizens of the State of
      Texas as well as the profession of dentistry.
      This stakeholder supports the SBDE’s efforts to obtain legislative appropriations to add additional staff
      and to obtain merit raises and salary reclassifications to reduce turnover in the Legal and Enforcement
      Divisions.
      Whistleblowers should be able to be anonymous and have their concerns reviewed within a reasonable
      timeframe.
      This stakeholder would like an explanation on what happens if the qualified dental assistant and/or
      registered dental assistant does something illegal.

    Communications
      SBDE must standardize their minimal criteria for organizational legitimacy concerning educational/
      course providers so the biases of individual board members do not continually alter the playing field.
      Questions asked of the SBDE are answered quickly, completely and accurately
      This stakeholder supports the SBDE’s ongoing efforts to improve its website and applauds its recent
      hiring of a receptionist to answer the phone and field inquiries from licensees and the public.
      This stakeholder suggests the following:
           SBDE explore alternatives to using the SBDE website in communicating statutory changes,
           rulemaking actions, license cancellations and disciplinary actions.
           Develop alternative methods to announcing scheduled and cancelled meetings for those who do not
           subscribe to the Texas Register.
         Utilize the renewal process to survey licensees to collect data and information and communicate the
         Dental Practice Act and rule changes to licensees.
         Utilize e-mail to communicate with licensees.
         Streamline the process of answering and expediting calls from dental professionals.

(2) If you could change one service we provide, what would it be, and how would you change it?
       Communications between the SBDE and organized dentistry particularly in the area of peer assistance
       has waned. Dentists in general do not realize the ways the SBDE is assisting dentists with substance
       abuse. The SBDE should be more proactive in promoting this privilege to dentists.
       This stakeholder would like to see modifications to the Texas Online registration system that would
       enable a dentist to renew an expired license online.
       This stakeholder feels the SBDE is doing a good job in communicating with its members.
       Employ a receptionist to answer and expedite calls.
       Let the Dental Hygiene Advisory Committee serve as an advisory and disciplinary board, empowered to
       write rules and govern registered dental hygienists.


                                                        42

 Agency 504 – State Board of Dental Examiners                                            Strategic Plan 2009 - 2013
 (3) If you could eliminate or amend any provision of the Dental Practice Act or SBDE Rules and
     Regulations, which one would it be, and why?
         This stakeholder stands by the Texas Dental Practice Act as it is currently written.
         This stakeholder’s membership are very concerned about the widespread availability of teeth-whitening
         by unlicensed individuals at shopping malls, spas, and other settings outside the dental office. We
         believe that the Dental Practice Act should clearly outlaw that practice and that the Texas Legislature
         should provide the SBDE with the necessary authority and resources to enforce it.
         This stakeholder suggests the SBDE develop a suspense account for applicants funds that might require
         a little more time to investigate the validity of the application. This would eliminate registering labs or
         other applicants that were questionable without just sending the application back.
         Appointment of a Certified Dental Technician to the Board.
         Increase the number of hygienists appointed to the Board.
         Amend the previous 12-month examination limitation to allow registered dental hygienists to initiate
         preventive services, to include all duties allowed in their scope of practice up to one year before being
         examining by a dentist.


 (4) What major changes do you foresee over the next five years that will have significant impact
     on the dental community?
         Expanded hygiene duties and the consideration of mid-level providers; dental electronic records and
         HIPAA compliance; increased use of oral sedation, the dental laser, and implant procedures by the
         dental community; challenges to the Standard of Care; expanded dental assistant duties.
         Monitored expanded duties for Dental Assistants
         This stakeholder plans to pursue amendments to the Dental Practice Act (DPA) that would enable ALL
         Texas dentists to delegate to a properly-certified dental assistant the placement of pit and fissure sealants
         and the performance of coronal polishing. We also believe that the DPA should be amended to permit
         dental assistants to perform certain reversible procedures (e.g., re-cementing a temporary crown or
         cutting a broken arch wire) and to take radiographs under general supervision.
         Lack of prosthetic training in the dental schools will mandate a higher level of education for the lab
         technician and a higher reliance of the dentist on the technician. This will result in additional certifi-
         cation in Computer-aided Design/Computer-aided Manufacturing (CAD/CAM) technology used in
         dentistry to help dental lab technicians fabricate durable, well-fitting restorations.
         The number of dentists will continue to decline as more retire from practice, increasing the access to
         care problem. The number of hygienists will continue to increase with the opening of new dental
         hygiene programs. The current graduation ratio is 2:1 (RDH to DDS). The hygiene workforce has
         become saturated not only in Texas, but nationwide.
         The elderly population will continue to increase as baby boomers age. Studies will increasingly show
         the relationship between oral health total health, giving an even greater challenge to the dental
         profession. Dental Hygienists are educated and trained to incorporate both.
         Access to care will increase as Teledentistry expands.
         Expand functions for registered dental assistants and registered dental hygienists.
         The Advanced Dental Hygienist Practitioner (ADHP) will be nationwide. This professional will hold a
         Masters degree and function much like the Nurse Practitioner in the medical field. This ADHP will
         allow a licensed, educated mid-level provider to access patients in underserved areas.
         Soft tissue laser use by dental hygienists for periodontal therapy in Texas. Currently allowed in 22 other
         states.
         Medicaid recipients will continue to increase as the number of dental providers decreases.
         Oral health education becomes paramount. Dental Hygienists will need greater flexibility to access the
         underserved population through the State of Texas.



                                                         43

Agency 504 – State Board of Dental Examiners                                              Strategic Plan 2009 - 2013
TEXAS STATE BOARD OF DENTAL EXAMINERS
 GOALS, OBJECTIVES, STRATEGIES AND MEASURES

GOAL:           TO ENSURE QUALITY DENTAL CARE FOR THE PEOPLE OF TEXAS

  Objective:    To protect the public from incompetent, negligent and impaired services; fraud, and mis-
                representation in dental health care by ensuring that all filed complaints are investigated and
                by operating an effective peer assistance program through 2009.
                Outcome Measures:
                 Percent of Complaints Resulting in Disciplinary Action.
                 Recidivism Rate for those Receiving Disciplinary Action.
                 Percent of Documented Complaints Resolved Within Six Months.
                 Recidivism Rate for Peer Assistance Programs.
                 One-year Completion Rate for Peer Assistance Programs.

     Strategy: Conduct enforcement and compliance functions including: Investigating all complaints;
               prosecuting those complaints through informal and formal disciplinary means; pursuing
               compliance with disciplinary actions and conditions; and, interacting with the public and
               profession on matters of law and rules.
                Outcome Measure:
                 Number of Complaints Resolved.
                Efficiency Measure:
                  Average Time for Complaint Resolution.
                  Average Cost per Complaint Resolved.
                Explanatory/Input Measure:
                 Number of Jurisdictional Complaints Received.

     Strategy: Operate a Peer Assistance Program.
                Outcome Measure:
                 Number of Licensed Individuals Participating in a Peer Assistance Program.
                 Number of Students Participating in a Peer Assistance Program.



  Objective:    To operate a licensing and registration system ensuring all licensees meet or exceed minimal
                licensing standards, hold a current license, and all registrants are in full compliance with
                registration and certification standards authorized by statute through 2009.
                Outcome Measure:
                 Percent of Licensees with No Recent Violations: Dentists.
                 Percent of Licensees with No Recent Violations: Dental Hygienists.
                 Percent of Licensees Who Renew Online.
                 Percent of New Individual Licenses Issued Online.

                                                            44

          Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
TEXAS STATE BOARD OF DENTAL EXAMINERS
  GOALS, OBJECTIVES, STRATEGIES AND MEASURES (Continued)



       Strategy: Conduct a timely and cost effective licensing and registration process for dentists, dental
                 hygienist, dental assistants, and dental health care workers, and dental laboratories including a
                 comprehensive and efficient system of administering and evaluating dental, dental hygiene
                 and auxiliary examination.

                   Output Measures:
                    Number of New Licenses Issued to Individuals: Dentists
                    Number of New Licenses Renewed: Dentists
                    Number of New Licenses Issued to Individuals: Dental Hygienists
                    Number of Licenses Renewed: Dental Hygienists
                    Number of Individuals Examined: Dental Hygienists

                   Efficiency Measures:
                     Average Licensing Cost per Individual License Issued: Dentist
                     Average Licensing cost per Facility License (Labs) Issued
                     Average Cost Per Exam Administered: Dentist
                     Percentage of New Individual Licenses Issued within 10 Days: Dentist
                     Percentage of Individual License Renewals Issued within 7 days: Dentist
                     Average Licensing Cost per Individual License Issued: Dental Hygienists
                     Average Cost Per Exam Administered: Dental Hygienist
                     Percentage of New Individual Licenses Issued within 10 Days: Dental Hygienist
                     Percentage of Individual License Renewals Issued within 7 days: Dental Hygienist

                   Explanatory/Input Measures:
                    Total Number of Individuals Licensed: Dentists
                    Total Number of Individuals Licenses: Dental Hygienists
                    Total Number of Business Facilities Registered (Labs)
                    Pass Rate




                                                            45

          Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
TEXAS STATE BOARD OF DENTAL EXAMINERS
    TECHNOLOGY INITIATIVE ALIGNMENT

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

1. Implement an integrated       All objectives.         1-3     Planned The system will provide common          Best Practice: The
   licensing, investigation, and                         1-4             information to all division             agency will migrate
   legal database application                            4-2             employees and field investigators       multiple legacy data-
                                                         5-1             which will result in efficient          base systems into one
                                                                         processing of all agency tasks.         enterprise system built
                                                                                                                 on a modern application
                                                                                                                 platform.
2. Develop an email notifica-      All objectives.       5-1     Planned Increase real-time communication
   tion system to facilitate                                             with licensees.
   communication to the
   licensee population
3. Implement software for          All objectives.       5-1      Current Reduce travel costs for all meeting Innovation: Online
   online video conferencing                                              attendees.                          conferencing will reduce
   and teleconferencing                                                                                       costs by using tech-
                                                                                                              nology preclude travel.
4. Transition all field staff to    Objective 1.         5-1     Planned Enhance investigator mobility and
   laptops computers                 Protect the                         increase communication with
                                      Public by                          office staff.
                                    Ensuring that
                                   complaints are
                                    investigated
5. Transition all board and        All objectives.       4-1     Planned 1. Reduce the costs of hosting          Innovation: The agency
   committee meetings to                                 5-1             committee and board meetings.           will use accessible
   paperless                                                                                                     electronic document
                                                                            2. Reduce meeting preparation        formats to reduce both
                                                                            time by office staff.                mailing costs and
                                                                                                                 printing costs.
6. Implement in-house              All objectives.                Current Provide agency staff full access to Best Practice: The
   technology for staff to work                                           all features of the hosted imaging agency will free office
   in an increasing paperless                                             system.                             space and make paper
   environment.                                                                                               documents searchable
                                                                                                              and accessible by fully
                                                                                                              adopting the imaging
                                                                                                              system.

7. Develop an intranet and         All objectives.       1-4      Current Intranet- Increase communication       Innovation: All staff
   extranet web presence.                                4-1              efficiency of agency staff by          members will have real-
                                                         5-1              publishing high-demand mission         team access to mission
                                                                          critical information.                  critical data, and outside
                                                                          Extranet- Increase communication       stakeholders can have
                                                                          efficiency with outside stake          secure access to
                                                                          holders like board members,            relative data.
                                                                          consultants, and remote workers.

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

                                                                       46

            Agency 504 – State Board of Dental Examiners                                                    Strategic Plan 2009 - 2013
APPENDIX A


TEXAS STATE BOARD OF DENTAL EXAMINERS
   DESCRIPTION OF AGENCY’S PLANNING PROCESS FOR 2009-2013
The SBDE’s strategic planning process commenced in early January when the Executive Director and Division
Directors met to review the current strategic planning tool, outline the key elements to be considered in this
planning cycle, develop a project timeline and instructions task list.

In March 2008, the agency revised its instructions task list and timeline for preparing the Strategic Plan when the
Texas Legislative Budget Board’s website made Instructions for Preparing and Submitting Agency Strategic
Planning available.

On March 1, 2008, the agency mailed a Customer Service Survey to 1,000 consumers consisting of dentists,
dental hygienists, dental assistants, dental laboratories, dental and dental hygiene schools, professional
associations and complainants. Customers were requested to respond by April 15, 2008.

The Customer Service Survey was designed to measure the effectiveness of SBDE customer service response
times, the complaint process, website information and ease of use, staff communication and courtesy, office
location and accessibility issues. Feedback from survey participants was very positive and productive. Many
participants praised the agency for its openness and expressed their gratitude for seeking out their opinions. The
SBDE Customer Service Survey can be found at Appendix G.

On March 24, 2008, the SBDE Executive Director invited key stakeholders to participate in an External
Assessment of the SBDE’s programs and services in an attempt to determine where, and how, the agency can
improve. Key stakeholders provided invaluable input regarding the trends and changes they believe will affect
their industry over the next five years. Stakeholders expressed their gratitude to the agency for seeking out their
opinion. Stakeholder feedback can be found under the Customer Assessment section of this plan.

In April 2008, Agency Directors sought to identify issues, concerns or problems that would confront the SBDE in
the future. Management staff consulted with the Legislative Budget Board regarding Agency goals, objectives,
measures, and measure definitions. Management staff also began working on the Workforce Plan, Strategies and
Output, Efficiency and Explanatory Measures. The agency submitted a request to the Governor’s Office of
Budget, Planning and Policy (GOBPP) and the Legislative Budget Board (LBB) by April 16, 2008 requesting a
small number of budget structure elements be deleted as they were no longer applicable to the mission of the
Agency. This request was subsequently approved.

On April 15, 2008, Customer Service Survey responses were computed and the Customer Service Survey Report
developed. On June 1, 2008 our report was submitted State agencies designated as Strategic Plan recipients by the
GOBPP and LBB.

In May 2008, the SBDE received instructions for preparing and submitted the Agency Requests for Legislative
Appropriations for the 2010-11 biennium.

In June 2008, a draft was presented to the Board Presiding Officer for review and signature. The agency
submitted its Strategic Plan for Fiscal Year 2009-2013 to the Office of the Governor, GOBPP, LBB and
respective recipients on June 27, 2008.

The Executive Director and key management staff were involved in the writing of this Strategic Plan. The SBDE
Strategic Planning Team includes: Sherri Sanders Meek, Executive Director; Fread Houston, General Counsel;
Lisa Jones, Director of Enforcement; Brenda Kilburn, Director of Administration; Sandy Ferris, Director of
Licensing, Nigel Prentice, Systems Analyst and Vicki Shoesmith, Assistant to the Executive Director.

                                                           47

         Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
APPENDIX B


TEXAS STATE BOARD OF DENTAL EXAMINERS
  CURRENT ORGANIZATION CHART



                                                       The Board




                                                       Executive
                                                        Director

                             Executive                                           Systems
                             Assistant                                           Analyst



                           Receptionist




             General                    Director of                Director of              Director of
             Counsel                   Enforcement                 Licensing               Administration




      Staff                                                             Dental/Dental
                               Investigators                                                        Accounting
   Attorneys                                                              Hygiene
                                   (10)                                                             Technician
       (4)                                                              Coordinator



                              Administrative                            Licensing
    Legal
                               Assistants                              Administrator
   Assistant
                                   (2)




     Legal                                                               Licensing
     Clerk                                                              Coordinator




                                                                         Licensing
                                                                         Renewal
                                                                         Assistant


                                                              48

        Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
APPENDIX C


TEXAS STATE BOARD OF DENTAL EXAMINERS
  FIVE-YEAR PROJECTIONS FOR OUTCOMES



      OUTCOMES                                         2009    2010    2011    2012      2013

      Percent of Complaints Resulting in
      Disciplinary Actions                             16%     16%     16%     11%        12%

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

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

      Recidivism Rate for Peer Assistance
      Programs                                          5%      5%      5%      5%        5%

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

      Percent of Licensees With No Recent
      Violations: Dentists                             99.5%   99.5%   99.5%   99.5%    99.5%

      Percent of Licensees With No Recent
      Violations: Dental Hygienists                    99.8%   99.8%   99.8%   99.8%    99.8%


      Percent of Licensees Who Renew Online            75%     95%     95%     95%        95%

      Percent of New Individual Licenses
      Issued Online                                    50%     50%     50%     50%        50%




                                                          49

        Agency 504 – State Board of Dental Examiners                             Strategic Plan 2009 - 2013
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 maintained internally                            Outcome Measure
on the Enforcement database.                                                                             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 (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 reprimands, warnings, suspensions, probation, revocation
and/or 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
                                                                                         Explanatory     Efficiency   Output       Outcome
Desired Performance: Higher than target.
                                                                                                             Measures

                                                                       50a

              Agency 504 – State Board of Dental Examiners                                             Strategic Plan 2009 - 2013
APPENDIX D
      LIST OF MEASURE DEFINITIONS
                                                                                                         Our Goal
Goal:
                                                                                              To ensure quality dental
                                                                                               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 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 maintained internally      Percent of Documented             Recidivism Rate for Peer
on the Enforcement database.                                                        Complaints Resolved               Assistance Programs
                                                                                      within 6 Months
Method of Calculation:
The number of individuals against whom two or more disciplinary actions
were taken by the board within the current and preceding two fiscal years
(numerator) is divided by the total number of individuals receiving disciplinary
actions within the current and preceding two fiscal years (denominator).
The result should be multiplied by 100 to achieve a percentage. Disciplinary                          Outcome Measure:
action includes reprimands, warnings, suspensions, probation, revocation                             One-Year Completion
                                                                                                    Rate for Peer Assistance
and/or fines.
                                                                                                           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
                                                                    50b

             Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
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
                                                                                                    ensuring that complaints
5) One-Year Completion Rate for Peer Assistance Programs
                                                                                                        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
maintained internally on the Enforcement Database.                                  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

                                                                        50c                               Measures

            Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
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:                                                                                          Programs
None.

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

                                                                                                                  Objective

                                                                                                                  Strategy




                                                                                    Explanatory     Efficiency   Output       Outcome
                                                                                                        Measures
                                                                     50d

             Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
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


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:
Data maintained by the board-approved peer assistance program.                                                     Outcome Measure
                                                                                Outcome Measure
Method of Calculation:                                                         Percent of Documented             Recidivism Rate for Peer
Of all individuals who have been referred to the peer assistance program        Complaints Resolved               Assistance Programs
                                                                                  within 6 Months
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
                                                                   50e

             Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
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:                                                                                 Protect the Public by
Average Time for Complaint Resolution                                                             ensuring that complaints
                                                                                                      are investigated
Explanatory Measure:
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 investi-
gation 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 (denomi-
nator). The calculation excludes complaints determined to be non- juris-
dictional of the agency’s statutory responsibilities.                                Explanatory Measure                Output Measure
                                                                                      Number of Jurisdictional        Number of Complaints
Data Limitation:                                                                       Complaints Received                Resolved

These factors have an influence:
  1. Employee turnover – especially in the legal division.
  2. Budget restrictions.
                                                                                                                 = Key Measure
  3. Finding qualified applicants for investigator and attorney position at the
     current classifications.
                                                                                                      MEASURE PROCESS
  4. Caseload carried by each of our investigators and attorneys.
                                                                                                                      Goal
Calculation Type: Non-Cumulative
New Measure: No                                                                                                       Objective

Desired Performance: Lower than target.                                                                               Strategy




                                                                                        Explanatory     Efficiency   Output    Outcome
                                                                   50f                                     Measures

             Agency 504 – State Board of Dental Examiners                                             Strategic Plan 2009 - 2013
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

Efficiency Measure:                                                                            Our Objective
Average Time for Complaint Resolution
                                                                                         Protect the Public by
Explanatory Measure:                                                                   ensuring that complaints
Number of Jurisdictional Complaints Received                                               are investigated
Output Measure:
Number of Complaints Resolved


Explanatory Measure: Number of Jurisdictional Complaints Received

Short Definition:                                                                               Our Strategy
The total number of complaints received during the reporting period,                        Provide a system to
which are within the agency’s jurisdiction of statutory responsibility.                       investigate and
                                                                                            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 internally on the Enforcement Database.
                                                                                            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:                                                          Number of Jurisdictional              Number of Complaints
                                                                           Complaints Received                      Resolved
None.

Calculation Type: Non-Cumulative

New Measure: No                                                                                        = Key Measure

                                                                                                MEASURE PROCESS

Desired Performance: Lower than target.                                                                         Goal

                                                                                                              Objective

                                                                                                              Strategy




                                                                                Explanatory     Efficiency   Output     Outcome
                                                                                                     Measures
                                                                    50g

             Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
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                                               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



Output Measure: Number Complaints Resolved                                                           Our Strategy
                                                                                                 Provide a system to
Short Definition:
                                                                                                   investigate and
The total number of complaints resolved during the reporting period.                             resolve complaints

Purpose / Importance:
The measure shows the workload associated with resolving complaints.

Source / Collection of Data:
Data is provided by Enforcement Divisions and the Legal Division and
is maintained internally on the Enforcement Database.
                                                                                                     Efficiency Measure
                                                                                                      Average Time for
Method of Calculation:                                                                               Complaint Resolution
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
determined to be non-jurisdictional is not a resolved complaint.
                                                                                 Explanatory Measure                    Output Measure
Data Limitation:                                                                 Number of Jurisdictional            Number of Complaints
                                                                                  Complaints Received                    Resolved
The following factors have an influence on this measure:
1. Employee turnover;
2. Finding qualified applicants for investigator positions and attorney
   positions at the current classification;
                                                                                                               = Key Measure
3. budget restrictions;
4. Caseload carried by each of our investigators and attorneys.                                        MEASURE PROCESS

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


Calculation Type: Non-Cumulative                                                                                     Objective


New Measure: No                                                                                                      Strategy


Desired Performance: Higher than target.
                                                                                       Explanatory     Efficiency   Output    Outcome
                                                                                                            Measures
                                                                    50h

            Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
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:
Protecting the public by ensuring that complaints are investigated.

Strategy:
Operate a Peer Assistance Program for Licensed Individuals.

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


Purpose / Importance:                                                                               Our Strategy
This measure shows licensed/certified individuals who continue to practice
                                                                                                      Operate a
in their respective field who are participating in a substance abuse program.
                                                                                                   Peer Assistance
                                                                                                     Program for
Source / Collection of Data:                                                                     Licensed Individuals
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
and are subject to ongoing monitoring requirements.

Method of Calculation:                                                                             Output Measure:
The summation of all individuals (dentists, dental hygienists, and dental                         Numbered of Licensed
assistants) participating in the program that have not been counted in a                        Individuals Participating in
previous quarter of that fiscal year.                                                               a Peer Assistance
                                                                                                         Program


Data Limitation:
This measure will vary from quarter to quarter depending on the number of                                    = Key Measure
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
                                                                                               MEASURE PROCESS
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




                                                                       50i

             Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
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:
Percentage of Licensees with No Recent Violations: Dentist
                                                                                               Our Objective
                                                                                              Ensure Licensing
Short Definition:                                                                             Standards are Met
The percent of the total number of licensed individuals (dentists) at the
end of the reporting period who have not incurred a violation within the
current and preceding two years (three years).

Purpose / Importance:
Licensing individuals helps ensure that practitioners meet legal standards
for professional education and practice which is a primary agency goal.
This measure is important because it indicates how effectively the agency’s                   Outcome Measure
activities deter violations of professional standards established by statute                 Percentage of Licensees
and rule.                                                                                        with No Recent
                                                                                               Violations: Dentists
Source / Collection of Data:
Data is collected from two databases: (1) the licensee database maintained
by DIR/IBM and (2) our enforcement database which is maintained on an
internal automated system by the Enforcement Division.                                                = Key Measure

Method of Calculation:                                                                       MEASURE PROCESS
The total number of individuals currently licensed (dentists) 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                                     Objective
total number of licensees with violations during the three-year period from
the total number of licensees at the end of the reporting period. The                                       Strategy
denominator is the total number 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. Disciplinary action includes agreed
board orders, reprimands, warnings, suspensions, probation, revocation,        Explanatory    Efficiency   Output      Outcome
restitution, and/or fines on which the board has acted.
                                                                                                  Measures

Data Limitation:
None.

Calculation Type: Non-Cumulative

New Measure: No

Desired Performance: Higher than target.




                                                                    50j

             Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
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:
Percentage of Licensees with No Recent Violations: Dental Hygienist
                                                                                                 Our Objective
                                                                                                 Ensure Licensing
Short Definition:                                                                                Standards are Met
The percent of the total number of licensed dental hygienists at the end
of the reporting period who have not incurred a violation within the current
and preceding two years (three years).

Purpose / Importance:
Licensing individuals helps ensure that practitioners meet legal standards
for profession education and practice which is a primary agency goal. This                      Outcome Measure
measure is important because it indicates how effectively the agency’s                         Percentage of Licensees
activities deter violations of professional standards established by statute                       with No Recent
and rule.                                                                                             Violations:
                                                                                                   Dental Hygienist
Source / Collection of Data:
Data is collected from two databases: (1) the licensee database maintained
by DIR/IBM and (2) our enforcement database which is maintained on an
internal automated system by the Enforcement Division.                                                    = Key Measure


Method of Calculation:
The total number of individuals currently licensed (dental hygienists) by the
agency who have not incurred a violation within the current and preceding                       MEASURE PROCESS
two years divided by the total number of individuals currently licensed
(dental hygienists) by the agency. The numerator for this measure is                                            Goal
calculated by subtracting the total number of licensees with violations
during the three-year period from the total number of licensees at the end                                     Objective
of the reporting period. The denominator is the total number of licensees
at the end of the reporting period. The result is multiplied by 100 to achieve
                                                                                                               Strategy
a percentage. A violation is the same as disciplinary action. Disciplinary
action includes agreed board orders, reprimands, warnings, suspensions,
probation, revocation and/or fines on which the board has acted.
Data Limitation:                                                                 Explanatory     Efficiency   Output     Outcome
None.                                                                                                Measures

Calculation Type: Non-Cumulative

New Measure: No

Desired Performance: Higher than target.




                                                                  50k

           Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
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 licensing database
(DIR/IBM). 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




                                                                   50 l

           Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
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 New Individual Licenses Issued Online.

                                                                                                    Our Objective
Short Definition:                                                                                   Ensure Licensing
Percent of all new licenses, registrations, or certifications issued online                         Standards are Met
to individuals 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 licensing
database (DIR/IBM). From the information on the Deposit voucher, an                                Outcome Measure
Excel spreadsheet will be maintained by the Administration Division                                Percent of Licensees
showing the number of online initial applications per day.                                          who Renew Online


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

Data Limitation:                                                                                MEASURE PROCESS
None.
                                                                                                               Goal
Calculation Type: Non-Cumulative
                                                                                                               Objective
New Measure: No
                                                                                                               Strategy
Desired Performance: Higher than target.


                                                                                  Explanatory   Efficiency    Output      Outcome
                                                                                                   Measures




                                                                     50m

             Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
APPENDIX D
        LIST OF MEASURE DEFINITIONS

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

Strategy:
Conduct an efficient licensure process.

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


Short Definition:                                                                                  Our Objective
The percentage of initial individual license applications (dentists) that                         Ensure Licensing
were processed during the reporting period within 10 days measured                                Standards are Met
from the time in days elapsed from receipt of 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, NERB, SRTA or CRDTS): Applications                                   Our Strategy
received and approved for processing by the Licensing Administrator.
                                                                                                 Conduct an Efficient
Certification (verification) is obtained from the Board Presiding Officer and
                                                                                                  Licensure Process
the Board Secretary. Data is entered into licensing 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:
Agency will use random sampling techniques. A computer program has
been written for this sampling procedure. For this sample, divide the
number of new individual dentist licenses issued within 10 days by the                           Efficiency Measure
total number of new individual dentist licenses issued and multiply the                           Percentage of New
result by 100 to present as a percentage.                                                         Individual Licenses
                                                                                                     Issued within
                                                                                                    10 Days: Dentist
Data Limitation:
None.

                                                                                                            = Key Measure
Calculation Type: Non-Cumulative

New Measure: No                                                                                MEASURE PROCESS

Desired Performance: Higher than target.                                                                       Goal

                                                                                                               Objective

                                                                                                               Strategy




                                                                                Explanatory    Efficiency     Output    Outcome
                                                                                                  Measures

                                                                     50n

             Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
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.

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

Short Definition:
The percentage of individual license renewal applications (dentists) 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
Agency will use random sampling techniques. A computer program has been                             Renewals Issued within
                                                                                                        7 Days: Dentist
written for this sampling procedure. From this sample, divide the number of
individual dentist license renewals issued within 7 days by the total number
of individual dentist license renewals issued and multiply 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




                                                                     50o

             Agency 504 – State Board of Dental Examiners                                       Strategic Plan 2009 - 2013
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.

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

Short Definition:
The percentage of initial individual license applications (dental hygienists) that
were process during the reporting period within 10 days measured from the time
in days elapsed from receipt of the initial completed application until the date the
license is issued.

Purpose / Importance:
                                                                                                          Our Strategy
This measures the ability of the agency to process new applications in a timely
manner and its responsiveness to a primary constituent group.                                          Conduct an Efficient
                                                                                                        Licensure Process
Source / Collection of Data:
License by examination (WREB): Applications received and approved for
processing by the Licensing Administrator. Certification (verification of eligibility)
is obtained from the Board Presiding Officer and the Board Secretary. Data is
entered into licensing database and license numbers are assigned.

Licensure by Credentials: Applications received and approved for processing                            Efficiency Measure:
by the Director of Licensing. Certification (verification of eligibility) is obtained                    Percentage of New
from the Board Presiding Officer and Board Secretary. Data is entered into                               Individual License
licensing database and license numbers are assigned.                                                      Renewals Issued
                                                                                                           within 10 Days:
                                                                                                          Dental Hygienist
Method of Calculation:
Agency will use random sampling techniques. A computer program has been written
for this sampling procedure. From this sample, divide the number of new individual dental
hygienist licenses issued within 10 days by the total number of new individual dental                           = Key Measure
hygienist licenses issued, and multiply the result by 100 to present as a percentage.
                                                                                                       MEASURE PROCESS

Data Limitation:
Applications for licensure by examinations are reviewed by the Licensing                                             Goal
Administrator to ascertain all criteria for licensure are met. The Board Presiding
Officer and the Board Secretary validate each group licensed by signing a                                           Objective
Certificate of Records. These signed certifications are kept in the Licensing
Division. Credentials applications are received and reviewed by the Director of
                                                                                                                    Strategy
Licensing to ascertain that all criteria for licensure have been met. The Board
Presiding Officer and the Board Secretary validate each group licensed by
credentials by signing a Certification of Records.

Calculation Type: Non-Cumulative                                                         Explanatory   Efficiency   Output     Outcome
                                                                                                          Measures
New Measure: No

Desired Performance: Higher than target.

                                                                        50p

              Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
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.
                                                                                                    Our Objective
Efficiency Measure:                                                                                Ensure Licensing
Percentage of New Individual License Renewals Issued within                                        Standards are Met
7 Days: Dental Hygienist



Short Definition:
The percentage of individual license renewal applications (dental hygienists)
that were process 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.
                                                                                                      Our Strategy
Purpose / Importance:                                                                             Conduct an Efficient
This measures the ability of the agency to process renewal applications in                         Licensure Process
a timely manner and its responsiveness to a primary constituent group.

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                             Efficiency Measure
deposited within 3 business days of our receipt. A registration certificate is                     Percentage of New
generated and mailed to the licensee. All renewal applications are maintained                       Individual License
by the Licensing Division in paper form for one year and then destroyed.                          Renewals Issued within
                                                                                                          7 Days:
                                                                                                     Dental Hygienist
Method of Calculation:
Agency will use random sampling techniques. A computer program has been
written for this sampling procedure. From this sample divide the number of
                                                                                                               = Key Measure
individual dental hygienist license renewals issued within 7 days by the total
number of individual dental hygienist license renewals issued, and multiply
the result by 100 to present as a percentage.
                                                                                                 MEASURE PROCESS

Data Limitation:
                                                                                                                   Goal
The License Renewal Administrator accomplishes the posting of fees. If she is
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.                                       Objective


Calculation Type: Non-Cumulative                                                                                   Strategy


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

                                                                    50q

             Agency 504 – State Board of Dental Examiners                                        Strategic Plan 2009 - 2013
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.
                                                                                               Our Objective
Explanatory Measure:
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
                                                                                              Conduct an Efficient
Source / Collection of Data:                                                                   Licensure Process
The data comes from the licensee database maintained by DIR/IBM.
The Director of Licensing is responsible for providing this information.

Method of Calculation:
The total unduplicated number of individuals licensed (dentists) that is
stored in the licensing database (maintained by DIR/IBM) 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                           Explanatory Measure:
active, delinquent or retired.                                                                   Total Number of
                                                                                               Individuals Licensed:
                                                                                                      Dentists
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



                                                                    50r

             Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
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                           Our Strategy
issued which indicates the size of one of the agency’s primary                                  Conduct an
constituencies.                                                                             Efficient Licensure
                                                                                                  Process
Source / Collection of Data:
The data comes from the licensee database maintained by DIR/IBM.
The Director of Licensing is responsible for providing this information

Method of Calculation:
The total unduplicated number of individuals licensed (dental hygienists)
that is stored in the licensing database (maintained by DIR/IBM) at the                    Explanatory Measure:
end of the reporting period. An individual who holds more than one license                    Total Number of
is counted only once. This measure includes licensees whose status is                       Individuals Licensed:
active, delinquent, or retired.                                                               Dental Hygienist


Data Limitation:
None.                                                                                               = Key Measure

Calculation Type: Cumulative
                                                                                           MEASURE PROCESS
New Measure: No

Desired Performance: Lower than target.                                                                   Goal

                                                                                                         Objective

                                                                                                         Strategy




                                                                             Explanatory   Efficiency   Output      Outcome
                                                                                               Measures



                                                                    50s

             Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
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 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
The data comes from the licensee database maintained by DIR/IBM.
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:                                                                            Facilities Licensed
None.

Calculation Type: Cumulative
                                                                                                  = Key Measure
New Measure: No

Desired Performance: Lower than target.
                                                                                         MEASURE PROCESS

                                                                                                       Goal

                                                                                                       Objective

                                                                                                       Strategy




                                                                           Explanatory   Efficiency   Output    Outcome
                                                                                            Measures




                                                                    50t

             Agency 504 – State Board of Dental Examiners                                Strategic Plan 2009 - 2013
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: 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                                   Our Strategy
measure is a primary workload indicator which is intended to show
the number of unlicensed persons who were documented to have                                        Conduct an efficient
successfully met all licensure criteria established by statute and rule                              licensure process
as verified by the agency during the reporting period.

Source / Collection of Data:
Licensee database maintained by DIR/IBM. The Director of Licensing
is responsible for requesting the information from the licensee database.

Method of Calculation:                                                                                Output Measure
This measure counts the total number of licenses issued to previously unlicensed                      Numbered of New
individuals during the reporting period regardless of when the application was                        Licenses Issued by
originally received. Those individuals who had a license in the previous reporting                   Individuals: Dentists
period are not counted. Only new licenses are counted. Licenses are counted as
new for persons who were previously licensed but whose license expired so that
they were required to meet all criteria of a new applicant.
                                                                                                              = Key Measure
Data Limitation:
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                      MEASURE PROCESS
WREB and CRDTS, (3) the number of candidates successfully passing WREB
and CRDTS, and (4) the number of credentials applicants. None of these variables                                    Goal
is within the SBDE’s control.
                                                                                                                    Objective
Calculation Type: Cumulative
                                                                                                                    Strategy
New Measure: No

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




                                                                    50u

             Agency 504 – State Board of Dental Examiners                                          Strategic Plan 2009 - 2013
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): Dentists
                                                                                                       Ensure Licensing
                                                                                                       Standards are Met

Short Definition:
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
                                                                                                          Our Strategy
intended to show the number of licenses that were issued during the reporting                         Conduct an efficient
period to individuals who currently held a valid license.                                              licensure process


Source / Collection of Data:
Licensee database maintained by DIR/IBM. The Director of Licensing is responsible
for requesting the information from the licensee database.

Method of Calculation:
The measure is calculated by querying the agency’s licensing database to produce                          Output Measure
the total number of licenses issued to previously licensed individuals during the                            Numbered of
reporting period.                                                                                         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




                                                                    50v

             Agency 504 – State Board of Dental Examiners                                             Strategic Plan 2009 - 2013
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:
Licensee database maintained by DIR/IBM. The Director of Licensing is
responsible for requesting the information from the licensee database.
                                                                                                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.
Licenses are counted as new for persons who were previously licensed
but whose license expired so that they were required to meet all criteria of
a new applicant.
                                                                                                       = 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
these variables is within the SBDE’s control.                                                                Objective

Calculation Type: Cumulative                                                                                 Strategy

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



                                                                  50w

            Agency 504 – State Board of Dental Examiners                                 Strategic Plan 2009 - 2013
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:
Licensee database maintained by DIR/IBM. The Director of Licensing is
responsible for requesting the information from the licensee database.


Method of Calculation:                                                                           Output Measure:
This measure is calculated by querying the agency’s licensing database                           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

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




                                                                                 Explanatory     Efficiency   Output   Outcome
                                                                                                    Measures



                                                                  50x

            Agency 504 – State Board of Dental Examiners                                  Strategic Plan 2009 - 2013
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:
Licensee database maintained by DIR/IBM. The Director of Licensing
is responsible for requesting the information from the licensee database.
                                                                                                 Output Measure
Method of Calculation:
                                                                                                 Numbered of New
This measure counts the total number of certificates issued to previously                       Registrations Issued:
uncertified dental assistants during the reporting period. Those individuals
                                                                                                 Dental Assistants
who received a certificate in the previous reporting period are not counted.
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




                                                                     50y

             Agency 504 – State Board of Dental Examiners                                Strategic Plan 2009 - 2013
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:
Number of Registrations Renewed: Dental Assistants                                                        Our Objective
                                                                                                         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
Licensee database maintained by DIR/IBM. The Director of Licensing is responsible
for requesting the information from the licensee database.

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



                                                                        50z

              Agency 504 – State Board of Dental Examiners                                               Strategic Plan 2009 - 2013
APPENDIX E


TEXAS STATE BOARD OF DENTAL EXAMINERS
   IMPLEMENTING THE TEXAS TRANSFORMATION

The 2007 State Strategic Plan for Information Resources Management provided a roadmap for State agencies that
ultimately enables them to plan and deploy innovative technologies that will deliver world-class services to Texas.
The following planning elements comprise the roadmap and will facilitate the development of business strategies
within the agency that in turn enhance the planning and management of the state’s technology investment.

State agencies were asked to provide a response to nine questions relative to the following broad categories
presented in The Texas Transformation.


Managed Service Delivery
    1.   Has the agency considered use of managed services in order to focus more on its business needs?
         Answer:
         Yes, the agency has considered use of managed services. Along with several other HPC agencies, the
         agency is anticipating the availability of multiple vendors to provide enterprise Licensing and Regulatory
         software for the management of licensing, enforcement, legal, and some accounting functions. This
         software will likely be hosted at a shared facility in the Hobby building, with the vendor, or at the Texas
         datacenter Network Security and Operations Center (NSOC).


Managed Information Technology Supply Chain
    2.   Does the agency leverage and obtain additional value from the Information and Communications
         Technology (ICT) Cooperative Contracts program; for example, by further negotiating not-to-exceed
         pricing.
         Answer:
         The agency performs due diligence with all technology purchases, by soliciting pricing from multiple
         approved commodity vendors and negotiating on an ad-hoc basis. At this point, the agency has not had
         the need to engage with vendors using the not-to-exceed method of pricing.


Security and Privacy
    3.   Describe the agency’s strategies to align with the State Enterprise Security Plan (http://www.dir.state.
         tx.us/pubs/securityplan2007/index.htm).
         Answer:
         The agency has deployed a state of the art firewall router that protects the network perimeter. This device
         scans both incoming and outgoing traffic, employs intrusion prevention, and intrusion detection. This
         supports the DIR strategies of “Preventing Cyberattacks,” “Reducing Vulnerabilities,” and “Respond and
         Recover.”
         The agency is planning multiple Virtual Personal Network (VPN) connections with partner agencies and
         vendors to streamline the encryption of secured communications. Currently the agency must
         communicate secure information in encrypted files, which encrypts the content, but not the
         communication medium. The VPN connections will add the communication layer security. This supports
         the DIR strategies of “Preventing Cyberattacks” and “Reducing Vulnerabilities.”


                                                              51

            Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
Texas State Board of Dental Examiners
     Implementing the Texas Transformation (Continued)


4.     Describe the agency’s policies, practices and programs, implemented or planned, that comply with
       relevant statutes and administrative rules to ensure the privacy of confidential data. Consider federal
       privacy requirements (e.g., the Health Insurance Portability and Accountability Act or the Family
       Educational Rights and Privacy Act) that apply to the agency. List the organizational units (program,
       offices, IT, legal, etc.) that manage privacy functions. Describe any future plans for improvement.

       Answer:
       All employees are given the agency’s Personnel and Risk Management Program document and asked to
       read it thoroughly. They attest to their understanding of the contents of manual through multiple
       acknowledgement forms that are returned to the Director of Administration. Also, periodic training is
       given by division directors and the Information Resource Manager to reinforce the concepts below and to
       explain any new legislation, rules, or best practices that staff should know. The Information Resource
       Manager will also use email communication to provide real-time information about information security
       and privacy best practices.

       The agency outlines several provisions in Section 7, “Other Policies and Procedures” in its Personnel
       Manual that address Risk Management. Assets are identified, and the stated goal is to “initiate reasonable
       and appropriate loss control techniques.”

       Section 7 of the same manual also offers provisions in the “Confidentiality” section. Specifically, “Each
       employee is responsible for the exercising utmost diligence in safeguarding and keeping under his/her
       control all papers and information in his/her possession and knowledge.” The provision goes on to say,
       “the identity of complainants, investigation files, and records relating to licensees in the possession of the
       SBDE are, by law, confidential and must be held in strict confidence.”

       The agency maintains a Risk Management Program Manual, which also discusses the protection of
       electronic information. Chapter two, section D, discusses Electronic Data Procession (EDP) security.
       “The SBDE’s information assets are protected from the effects of damage, destruction, and unauthorized
       or accidental modification, access, or disclosure.”

       In the case of disaster or emergency, the agency’s Disaster Recovery Plan will be activated. This plan has
       been developed to account for the secure access of confidential information. All reasonable attempts will
       be made to provide alternative computing environment that maintains the information security methods
       employed by the agency’s standard technology environment.

       The agency has also included a provision in its ethics policies as documented in the SBDE Ethics Policy
       document. Section II, Subsection A, Paragraph 3 states “An SBDE employee shall not disclose
       confidential information, information that is excepted from public disclosure under the Texas Public
       Information Act (Texas Government Cod Ann. Ch 552), or information that has been ordered sealed by a
       court…”

       The agency maintains as one of its agency publications the Automated Information Systems Security
       Control Program. There are several provisions in this document which discuss information security and
       privacy protection. These are:
         •    Use of complex passwords for employee access to network assets.
         •    Agency servers and networking equipment are housed in a secure room with only select
              individuals having access through its electronic keypad. The keypad tracks physical access
              and the reports are audited by management personnel.


                                                                52

             Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
    Texas State Board of Dental Examiners
    Implementing the Texas Transformation (Continued)


           •    Daily backups are performed on all servers, and weekly backups are stored offsite with the
                Texas State Library and Archives Commission (TSLAC).
           •    Both workstations and servers are protected by antivirus and antimalware software
                purchased from a commercial software vendor.
           •    Access to all databases is controlled by division directors, and passwords are used to
                control access to these assets.

         Taken as a whole, the above documented policies and procedures constitute the official information
         privacy planning for the agency. As is documented in many of the documents, the individual employee is
         charged with carrying out these policies, and management is charged with oversight.


Technology Policy, Best Practices, and Partnerships
    5.   What current practices or plans are in place to improve usability and searchability of the agency’s
         Web content? (2007 SSP, Strategy 4 1)
         Answer:
         The agency maintains a modern website which employs the following technologies: HTML and CSS for
         data formatting; PHP and JavaScript for application processing and database connectivity; and MySQL
         for database storage. All website content is stored in the MySQL database and published to the web via
         PHP scripts. The HTML and CSS then format the data for presentation in the web browser. Given this
         structure, the website offers a custom-built search function which allows site users to perform keyword
         searches on all web content. These searches are conducted against the data in the database and results are
         provided in the browser.

         Web content authors and the Information Resource Manager provide accessible information according to
         Texas Administrative Code, Subchapter B, §Rule 206.50, “Accessibility and Usability of State Web
         Sites.”


    6.   What current practices or plans are in place to improve life cycle management of agency data and
         information? Include the agency’s approach and ability to meet future open records and e-discovery
         requests. (2007 SSP, Strategy 4-1)
         Answer:
         Agency data is stored on the agency servers and provisions are made for staff’s working electronic
         documents to be stored on their “S:” or “H:” drives, which are both server storage locations. This data is
         written to backup tape every night on a weekly cycle. Furthermore, these same tapes are overwritten in
         the following week. Therefore, the information lifecycle of official electronic data is one week.

         However, for disaster recovery purposes, one of the daily backup tapes is stored offsite at the Texas State
         Library and Archives Commission (TSLAC) for the duration of one week. The data stored on the offsite
         tape is the same as the data stored on the in-house tapes. The lifecycle of the data on these offsite tapes is
         two weeks because all tapes (offsite and in-house) are unused for one week and the offsite tape is stored
         at TSLC for one additional week.

         In the Email Policy Update, dated April 15, 2008, the agency specifically addresses the nature of email
         records retention. “Recorded email messages are the property of SBDE and thus the taxpayers of the
         State of Texas. Thus, they are subject to the requirement of the Texas Public Information Act and the
         laws applicable to State records retention.” Furthermore, email messages can be categorized into three
         types, and each type has a specific retention schedule: Administrative Correspondence, retained for three

                                                              53

           Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
   Texas State Board of Dental Examiners
   Implementing the Texas Transformation (Continued)


        years; General Correspondence, retained for 1 year; Transitory Information, retained until after the
        purpose of the record has been fulfilled.


   7.   Describe agency methods and standards (federal, state, industry), implemented or planned, intended to
        enhance data sharing (i.e., improve interoperability) with other entities. (2007 SSP, Strategy 4-2)
        Answer:
        The agency is evaluating the possibility of procuring a Commercial Off the Shelf (COTS) Regulatory
        Licensing Application for the electronic management of Licensing, Enforcement, Legal, and some
        accounting systems. If purchased, this system will maintain high levels of interoperability with multiple
        agencies and vendors. These entities will include the Texas Comptroller of Public Accounts (cash
        management), the Texas Education Agency (delinquent education loans of licensees), Texas Online
        (licensee renewals), and possibly Texas Department of Public Safety (criminal background checks).
        Interoperability will also be achieved with the agency’s outsourced continuing education vendor, and the
        shared document imaging system.


Core Mission
   8.   Does the agency have any plans to simplify or reduce the number of existing software platforms (e.g.,
        operating systems, application development environments, database systems, office suites, other COTS
        applications)? If no, is the agency fully leveraging its technology to support both its current and future
        business environment?
        Answer:
        The agency is evaluating the possibility of procuring a Commercial Off the Shelf (COTS) Regulatory
        Licensing Application for the electronic management of Licensing, Enforcement, Legal, and some
        Accounting systems. If this software is deployed the agency will realize the benefits of consolidating
        multiple in-house and hosted applications into one application. This action would streamline the
        following technologies: database platforms, application development environments, hardware platforms,
        hosting solutions, support tools, and all of their associated capital, human resource, and technology costs.

   9.   Describe any current or planned activities targeted at reducing the environmental resource
        consumption of technology equipment (recycling, consolidating, virtualizing, buying energy efficient
        equipment, etc.).
        Answer:
        The agency is evaluating the possibility of procuring a Commercial Off the Shelf (COTS) Regulatory
        Licensing Application for the electronic management of Licensing, Enforcement, Legal, and some
        Accounting systems. If this software is deployed the agency will realize certain energy related benefits.
        The new system will be hosted in an enterprise datacenter that implements server virtualization. In
        addition, the legacy systems that must currently must each maintained separate power supplies will be
        decommissioned. In summary, many servers will be consolidated down to one. And that one server will
        be virtualized in an energy efficient datacenter.
        The agency will also participate in an HPC shared effort to dispose of e-waste. Decommissioned
        hardware (including monitors, keyboards, PCs, laptops, networking cable, and other devices) will be
        appropriately recycled and/or recycled by a vendor certified to do so by the State of Texas. This will
        ensure that electronic waste will not unduly pollute the environment during its disposal. Also, all security
        steps will be taken to remove personally identifiable and confidential information from all storage media.

                                                            54

         Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
APPENDIX F


TEXAS STATE BOARD OF DENTAL EXAMINERS
  WORKFORCE PLAN
I. Agency Overview
  The Texas Legislature first provided for licensure of dentists in 1897, whereby district judges were empowered
  to appoint a Board for their districts consisting of three practicing dentists living in the district. In 1911, the
  Legislature created a board of examiners, which consisted of six practicing dentists to serve the entire state.
  Between 1911 and the present, various amendments to the Dental Practice Act have been enacted. Today, the
  Board consists of 15 members appointed by the Governor.

  The Occupations Code, Title 1, 2, and 3 in general, and specifically Title 3, Subtitle D, Chapter 251 et. seq.,
  defines the practice of dentistry and charges the State Board of Dental Examiners (SBDE) with responsibility
  for regulation of such practice. Further, the Health and Safety Code, Title 6, Chapter 457, Peer Assistance
  Programs authorizes the SBDE to make contract peer assistance services available to licensees. General
  rulemaking authority is granted to the SBDE under section 254.001 of the Occupations Code and authority to
  address specific subjects is granted throughout the Dental Practice Act.

  The SBDE regulates the following professions:

                                      Dentists                      15,618
                                      Dental Hygienists             11,722
                                      Dental Laboratories            1,064
                                      Dental Assistants             20,203


   A. Agency Mission
      The Mission of the State Board of Dental Examiners is to safeguard the dental health of Texans by
      developing and maintaining programs to:
       •   Ensure that only qualified persons are licensed to provide dental care; and
       •   Ensure that violators of laws and rules regulating dentistry are sanctioned as appropriate.
       •   The SBDE’s mission is carried out through the following activities:
       •   Licensing qualified dentists and dental hygienists after successful completion of examinations, and/or
           by credentials;
       •   Licensing dental and dental hygiene faculty;
       •   Requiring dental assistants to hold a certificate of registration;
       •   Registering qualified dental laboratories;
       •   Annually renewing dentists, dental hygienists, dental assistants, and dental laboratories;
       •   Investigating all complaints received;
       •   Prosecuting complaints through informal or formal disciplinary means as provided by applicable
           statutes (e.g., DPA, Administrative Procedures Act); and
       •   Monitoring on-going compliance of disciplined licensees/registrants with their respective Board
           Orders.
                                                               55

           Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
   B. Agency Goals, Objectives and Strategies


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

                                   - Protect the public by ensuring that complaints are investigated.
        Objectives
                                   - Ensure licensing standards are met.

                                   - Provide a system to investigate and resolve complaints.
        Strategies                 - Provide a Peer Assistance Program for licensed individuals.
                                   - Conduct an efficient licensure process.


   C. Anticipated Changes in Strategies
      The SBDE is no longer administering examination so the following measures are being deleted:
              Number of Individuals Examined – DDS
              Number of Individuals Examined – RDH
              Average Cost Per Exam Administered – DDS
              Average Cost Per Exam Administered – DHY
              Pass Rate
      As a result of this the Short Name for Objective 2 will change to “Licensing”. The Full Name of
      Objective 2 will now be “Ensure Licensing Standards are Met”, eliminating reference to Examination
      from both. Likewise, Strategy 1 will now be reflected as “Conduct an Efficient Licensure Process.”


II. Current Workforce Profile

   A. Critical Workforce Skills

      The SBDE currently is allowed 35 Full Time Employees (FTEs) broken out as follows:
                Executive Division                              4
                Administration Division                         2
                Licensing Division                              6
                Enforcement Division                           15
                Legal Division                                  8

      All employees are critical to the function of the agency:
              To provide customer service.
              To provide administrative services.
              To license qualified dentists and dental hygienists.
              To register qualified dental assistants.
              To register dental laboratories.
              To annually renew dentists, dental hygienists, dental assistants and dental laboratories.
              To investigate all complaints received.
              To prosecute complaints through formal and informal means.
              To monitor on-going compliance of disciplined licensees/registrants.


                                                          56

       Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
B. Agency Workforce Demographics
   The following charts profile the agency’s workforce as of May 30, 2008.


           By Gender
           The agency is comprised of 35% males and 65% females.


                                                                         Male
                                                                         35%




                              Female
                               65%




           By Age
           Depicted here is the composition of all current full time SBDE employees by age.

                                            Under 30
                                              22%

                                                                              Age
                                                                           60 & Over
                         Age
                                                                              21%
                        30 - 39
                         22%




                                                                      Age
                                       Age                           50 - 59
                                      40 - 49                         19%
                                       16%



           By Tenure
           This chart shows the tenure of all current full time SBDE employees.

                                                     15 - 30 Years
                                                           3%
                           7 - 14 Years
                                13%


                                                                          2 - 6 Years
                                                                              45%


                         Less than
                          2 Years
                            39%


                                                               57

      Agency 504 – State Board of Dental Examiners                                      Strategic Plan 2009 - 2013
        By Ethnicity
        The following chart shows the number of full time SBDE employees by ethnicity.

                                     African
                                    American
                                      19%
                                                                         Hispanic
                                                                         American
                                                                           23%




                      Caucasian
                      American
                        58%




Workforce Comparison to Statewide Civilian Workforce
For most categories, the SBDE is above the statewide civilian workforce. The agency is well represented
by African Americans and Hispanic Americans in the Professional and Administrative category. There is
no available statewide average for Para-Professionals.

                            Caucasian              African               Hispanic             Females                 Males
   Job Category             Americans             Americans             Americans
                                     State                 State                 State                  State                 State
                            SBDE %                SBDE %                SBDE %                SBDE %                 SBDE %
                       No             %      No             %      No             %      No              %      No             %

 Officials/
 Administrators        4     80.0% 77.8%     1     20.0%   7.1%     0    0.0%    15.2%   4    80.0% 44.4%       1    20.0% 55.9%


 Professionals         8     61.5% 77.8%     2     15.4%   7.9%     3    23.1% 14.4%     4    30.0% 54.4%       9    70.0% 45.6%


 Technicians           0     0.0%    69.8%   1     100% 10.4%       0    0.0%    19.8%   0     0.0%    47.5%    1    100% 52.5%


 Para-Professionals    1     100%                                                        1    100%

 Administrative
 Support               5     45.4% 66.9%     2     18.2%   9.9%     4    36.4% 23.2% 11       100% 61.5%        0     0.0%    38.5%




                                                                   58

        Agency 504 – State Board of Dental Examiners                                                  Strategic Plan 2009 - 2013
C. Employee Turnover
   As depicted in the following charts, the turnover rate for the SBDE is markedly higher to that of other State
   agencies within Article VIII and statewide.

    As of May 30, 2008, our turnover rate for Fiscal Year 2008 is 16.67%. State employees primarily leave
    state employment voluntarily. In the last two to three years, many employees reported higher salaries
    offered by other state agencies, or in the private sector, as being the primary reason for leaving the SBDE.

    Despite its high turnover rate, the SBDE continues to monitor and analyze the reasons employees leave the
    agency. Over 87% of those responding to the Texas Employee Exit Survey indicated that they would want
    to work for the SBDE in the future.



                                         Employee Turnover Rates
                                          Fiscal Years 2003 - 2007
               60%
                              50.9%
               50%
                                                                          42.9%
                                                            37.9%
               40%
                                                                                        28.6%
               30%

               20%
                                             13.8%
               10%

                 0%
                         FY 2003        FY 2004         FY 2005        FY 2006    FY 2007

                                Statewide
                                 Article VIII: Regulatory
                                 State Board of Dental Examiners



                                     Employee Turnover Rates
                                      Fiscal Years 2002 - 1996

                           Fiscal Year            Dental Board              Statewide
                                                   Turnover                 Turnover
                               2002                     25.20%              14.80%
                               2001                     48.35%              17.60%
                               2000                     56.57%              18.93%
                               1999                     30.77%              17.58%
                               1998                     4.35%               17.37%
                               1997                     27.27%              14.27%
                               1996                     35.00%              13.64%

                                                                  59

         Agency 504 – State Board of Dental Examiners                                           Strategic Plan 2009 - 2013
Agency Turnover by Division by Fiscal Year

Fiscal Year 2008
                                         Average                                                       Turnover
                                                         Percentage of
      Division - Position               Percentage                            Resignations
                                                          Workforce                                      Rate
                                         of FTEs
 Legal - Attorney                             4              13.7%                   3                    75%
 Legal - Administrative                       2              6.8%                    1                    50%
 Enforcement - Administrative                 3              10.3%                   1                   33.3%

Fiscal Year 2007
                                         Average                                                       Turnover
                                                         Percentage of
      Division - Position               Percentage                            Resignations
                                                          Workforce                                      Rate
                                         of FTEs
 Legal - Attorney                             4              14.8%                   2                    50%
 Legal - Administrative                       2              7.4%                    2                   100%
 Enforcement - Investigator                   7              25.9%                   1                   14.3%
 Licensing - Administrative                   5              18.5                    1                    20%

Fiscal Year 2006
                                         Average                                                       Turnover
                                                         Percentage of
      Division - Position               Percentage                            Resignations
                                                          Workforce                                      Rate
                                         of FTEs
 Legal - Attorney                             4              14.3%                   2                    50%
 Legal - Administrative                       2              7.1%                    1                    50%
 Enforcement - Investigator                   7              25%                     5                   71.4%
 Enforcement – Administrative                 2              7.1%                    3                   150%
 Licensing – Administrative                   5              17.8%                   1                    20%


Retirement Eligibility
From the current workforce of 31 full time employees, the SBDE could potentially see 15 of its
employees retire within the next 5 to 10 years.

                              Retirement Eligibility by Job Category
                                  (through Calendar Year 2023)

                                                                     Investigators
                    Administrative                                       47%
                        Staff
                        33%




                                                              Legal Staff
                                                                 7%
                                            Directors
                                              13%




                                                        60

    Agency 504 – State Board of Dental Examiners                                         Strategic Plan 2009 - 2013
III. Future Workforce Profile

    A. Critical Functions
       The registration of dental assistants mandated in Senate Bill 263, 78th Legislature (R), has greatly
       affected the SBDE. To date, over 20,000 dental assistants have been registered. Senate Bill 610, 79th
       Legislature (R), changed the process from an exam process to educational process. As a result, the
       SBDE lost over $100,000 in appropriated receipts from the sale of exam study materials.

        House Bill 3876, 79th Legislature (R), has given the agency stronger authority to obtain records on cases
        under investigation and improve the case resolution time. An on-staff dental professional and funding
        for outside dental consultants will also facilitate expeditious review of cases and improve case
        resolution.

    B. Expected Workforce Changes
           Cross-training employees.
           More efficient management of cases in the Legal Division.
           Employees must be skilled in the use of a variety of computer software programs and technologies
           (i.e., databases, e-mail, the web, imaging system).
           Recruiting and retaining staff with professional expertise.


    C. Anticipated Increase/Decrease in Number of Employees
           Possible reallocation of FTEs within the agency.
           Develop efficiencies within the agency.
           Request funding for outside dental consultants. (Contract Basis)


    D. Future Workforce Skills Needed
       The SBDE has a competent and dedicated management staff. However, in the next 5 to 10 years,
       approximately 40% of management staff will retire. Succession planning needs to be a part of the
       SBDE’s overall planning process.


IV. GAP Analysis

    Anticipated Surplus or Shortage of Workers or Skills
    The SBDE has an exceptionally high turnover rate. The majority of employees leave because of higher
    salaries that the SBDE cannot compete with. The SBDE realizes the following:

           Cannot attract or retain the right employees for the job.
           Will be competing for investigators and attorneys from other state agencies, federal agencies and the
           private sector.
           Younger employees are not staying with the agency. (39% have less than two years of agency
           service).
           Key management positions are not being targeted for succession planning.



                                                             61

          Agency 504 – State Board of Dental Examiners                                   Strategic Plan 2009 - 2013
V. Strategy Development
   The goal of the agency is to attract and retain a well-trained workforce with appropriate skills. In order to do
   this we need to do the following:

      Seek parity for our employees.
      Increase the use of technology to keep employees informed of State and agency programs (i.e., internet,
      e-mail, video, teleconferencing.)
      Reward exceptional performance.
      Increase training opportunities.




                                       This Section Intentionally Left Blank




                                                              62

          Agency 504 – State Board of Dental Examiners                                     Strategic Plan 2009 - 2013
APPENDIX G



Customer Service Survey
    Board Leadership:
             Dr. Gary W. McDonald, Presiding Officer
             Charles F. Wetherbee, Secretary

    Agency Leadership:
             Sherri Sanders Meek, Executive Director

Survey Administrative Profile
Collection Period:                                            Collection Method:
03/01/2008 – 04/15/2008                                       All participants took the survey by mail.

Agency Contact Information:                                   Survey Liaison:
Texas State Board of Dental Examiners                         Vicki J. Shoesmith
333 Guadalupe, Tower 3, Suite 800                             Executive Assistant
Austin, Texas 78701-3942
Phone: (512) 463-6400 Fax: (512) 463-7452                     Report Date:
E-Mail: information@tsbde.state.tx.us                         June 1, 2008
Website: www.tsbde.state.tx.us



I. External Customers
The Texas State Board of Dental Examiners (SBDE) identifies its customers as licensed dental professionals
which include dentists, dental hygienists, dental assistants, and dental laboratories; dental professional
associations and citizens of the State of Texas.

The SBDE is responsible for protecting the public through licensure of dentists, dental hygienists, dental
laboratory owners and those dental assistants who make radiographs in Texas. The licensing process ensures
the public that individuals who are licensed have met requirements defined in the Texas Occupations Code.
In addition to licensing dental professionals, the Board regulates the practice of dentistry through its
enforcement program, and it provides information and outreach programs to the public and profession.

II. Methods of Information Gathering
On February 1, 2008, a survey was established and mailed to 1,000 customers. This survey was designed to
measure the effectiveness of SBDE customer service response times, the complaint process, website
information and ease of use, staff communication and courtesy, office location and accessibility issues.




                                                        63

         Agency 504 – State Board of Dental Examiners                               Strategic Plan 2009 - 2013
III. Outcome Measures
Efficiency Measure
The number of customers survey was 1,000. The cost per customer surveyed was $1.00.

Analysis of Findings
The following is a breakdown of customers surveyed:
                                                                 Surveys Sent        Survey Responses
        Total Licensee Population      (38,941)
            Dentists                   (12,542)                     332   (39%)         175   (53%)
            Dental Hygienists           (9,970)                     264   (31%)         102   (39%)
            Dental Assistants          (15,402)                     170   (20%)          35   (21%)
            Dental Laboratories         (1,027)                      85   (10%)          17   ( 2%)

        Complainants:                                                84                  17   (20%)
        Professional Associations:                                   65                  32   (49%)

   Total Surveyed:                                               1,000    (100%)        378   (38%)


There were 378 responses collected and compiled for a total response rate of 38%.

The percentage of customer respondents identifying ways to improve service delivery was 2 %.
(9 Suggestions were submitted).


IV. Customer Service Survey
The SBDE Customer Service Survey follows on the next page.




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                                                                     64

            Agency 504 – State Board of Dental Examiners                                  Strategic Plan 2009 - 2013
                                               65

Agency 504 – State Board of Dental Examiners        Strategic Plan 2009 - 2013
                                               66

Agency 504 – State Board of Dental Examiners        Strategic Plan 2009 - 2013
IV. Customer Service Survey Analysis and Graphs
Survey Customers were asked to select all answers that apply to them in the following two questions.



Question 1. How many times have you had contact (including filing for licensure/re-licensure/renewal)
            with the SBDE staff in the past 12 months?

             Responses:
                     One                                        =         207
                     Two                                        =          80
                     Three                                      =          31
                     More than 3 Times                          =          38




Questions 2. What was the purpose of the contact with the Board?

               Responses:*
                   License Renewal                              =        196
                     Application Status                         =         14
                     Dental Practice Act Question               =         31
                     Requesting Information                     =         34
                     Continuing Education                       =         50
                     Complaint/Disciplinary Action              =         18
                     Name/Address Change                        =         28
                     Other                                      =         14

                     * - Customers were asked to select all categories that applied to them.




                                            This section intentionally left blank.

                                             Survey continued on the next page.




                                                                    67

           Agency 504 – State Board of Dental Examiners                                    Strategic Plan 2009 - 2013
COMMUNICATION



                                                                   Disagree       Strongly
1a. My telephone call was routed to the                               4%          Disagree
                                                                                     2%
    proper person.

     Total Number of Respondents: 248

                                                         Agree
               Strongly                     Strongly      44%                                Strongly
  Total         Agree Agree        Disagree Disagree
                                                                                              Agree
  Responses      124        108      11        5                                               50%
  Percentage     50%       44%       4%       2%




                                                                   Disagree       Strongly
1b. I was given a clear explanation                                   5%          Disagree
    about the services available to                                                  2%
    me.
    Total Number of Respondents: 241
                                                         Agree
               Strongly                                   39%
                                           Strongly
  Response      Agree Agree       Disagree Disagree                                          Strongly
                                                                                              Agree
  Count          129        93      12        7                                                54%
  Percentage    54%       39%       5%       2%




1c. I was given a clear explanation
    about the information I needed
    to provide to obtain services.
                                                                       Disagree
      Total Number of Respondents: 244                                    5%          Strongly
                                                                                      Disagree
                                                                                         2%
                                           Strongly
               Strongly
  Response      Agree Agree       Disagree Disagree


  Count          130       97       11        6
                                                           Agree
  Percentage     53%      40%       5%       2%             40%                               Strongly
                                                                                               Agree
                                                                                                53%


                                                             68

          Agency 504 – State Board of Dental Examiners                             Strategic Plan 2009 - 2013
COMPLAINT PROCESS

                                                                              Strongly
                                                                              Disagree
                                                                                 4%
2a. I know how to file a complaint
    with the agency.                                        Disagree
                                                              22%

     Total Number of Respondents: 185
                                                                                         Strongly
                  Strongly                    Strongly                                    Agree
  Response         Agree Agree       Disagree Disagree
                                                                                           30%
                                                              Agree
  Count              55        82      41         7            44%
  Percentage        30%      44%      22%        4%




2b. The SBDE made it easy for me                                          Strongly
                                                                          Disagree
    to make suggestions or make a                                            8%
    complaint.
                                                             Disagree
                                                                                          Strongly
      Total Number of Respondents: 91                          12%                         Agree
                                                                                            35%
                   Strongly                   Strongly
  Response          Agree Agree      Disagree Disagree



  Count              32        41      11         7
                                                              Agree
  Percentage         35%      45%     12%        8%            45%




2c. My complaint was addressed in a                                         Strongly
    reasonable amount of time.                                              Disagree
                                                                              13%

      Total Number of Respondents: 61
                                                                                         Strongly
                                                             Disagree
                                                               18%                        Agree
                  Strongly                      Strongly                                   28%
  Response         Agree Agree       Disagree   Disagree


  Count              17        25      11          8
  Percentage        28%       41%     18%        13%

                                                                  Agree
                                                                   41%




                                                             69

             Agency 504 – State Board of Dental Examiners                     Strategic Plan 2009 - 2013
TIMELINESS OF SERVICE

3a. My visit to the SBDE office was
                                                                                                        Strongly
    handled in a reasonable amount of                                        Disagree                   Disagree
    time.                                                                       8%                         3%

          Total Number of Respondents: 62


                 Strongly                      Strongly
  Response        Agree Agree         Disagree Disagree
                                                                                                                     Strongly
  Count              23        32         5         2
                                                                   Agree                                              Agree
  Percentage       37%       52%         8%        3%               52%                                                37%




3b. My voicemail was returned in an                                                                   Stro ngly
    acceptable amount of time.                                             Disagree
                                                                                                      Disagree
                                                                                                         8%
                                                                             10%
       Total Number of Respondents: 136


                  Strongly                     Strongly
  Response         Agree Agree        Disagree Disagree
                                                                                                                  Strongly
  Count              48        64        13         11
                                                                                                                   Agree
                                                                   Agree
  Percentage        35%       47%       10%        8%                                                               35%
                                                                    47%




3c. My telephone call was answered in a
    reasonable amount of time.
                                                                                                      Stro ngly
       Total Number of Respondents: 211                                         Disagree              Disagree
                                                                                   6%                    3%

                  Strongly                        Strongly
  Response         Agree Agree         Disagree   Disagree


  Count              87        105        12         7

  Percentage        41%        50%       6%         3%

                                                                                                                       Strongly
                                                                       Agree                                            Agree
                                                                        50%                                              41%




                                                              70

               Agency 504 – State Board of Dental Examiners                             Strategic Plan 2009 - 2013
TIMELINESS OF SERVICE (Continued)


3d. My letter was answered in a
    reasonable amount of time.                                                        Disagree           Strongly
                                                                                         4%              Disagree
     Total Number of Respondents: 110                                                                       4%


                 Strongly                    Strongly
  Response        Agree Agree       Disagree Disagree
                                                                  Agree
  Count             48        53       4        5                  48%
                                                                                                                    Strongly
  Percentage       44%       48%      4%       4%
                                                                                                                     Agree
                                                                                                                      44%




3e. My e-mail was answered in a                                                       Disagree           Strongly
                                                                                         7%              Disagree
    reasonable amount of time.                                                                              3%

      Total Number of Respondents: 59


                 Strongly                    Strongly
  Response        Agree Agree       Disagree Disagree                                                               Strongly
                              21                                       Agree                                         Agree
  Count             32                 4        2
                                                                        36%                                           54%
  Percentage       54%      36%       7%       3%




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                                            Survey continued on the next page.




                                                                  71

          Agency 504 – State Board of Dental Examiners                                           Strategic Plan 2009 - 2013
WEBSITE


4a. The website was easy to use.
                                                                     Disagree          Strongly
                                                                        6%             Disagree
     Total Number of Respondents: 278
                                                                                          1%


               Strongly              Strongly
 Response       Agree Agree Disagree Disagree

 Count           120       138        17         3         Agree
                                                                                              Strongly
                                                            50%
 Percentage      43%       50%       6%         1%                                             Agree
                                                                                                43%


4b. I was able to find information I
    needed on the website.                                          Disagree
                                                                      11%
                                                                                       Strongly
     Total Number of Respondents: 272                                                  Disagree
                                                                                          1%

               Strongly                       Strongly
  Response      Agree Agree        Disagree   Disagree
                                                                                               Strongly
  Count          114       125       30          3                                              Agree
                                                          Agree                                  42%
  Percentage     42%       46%      11%         1%         46%


4c. The information on the website
                                                                   Disagree
    was accurate.                                                     2%
                                                                                   Strongly
                                                                                   Disagree
                                                                                      1%
     Total Number of Respondents: 253


               Strongly                       Strongly
  Response      Agree Agree        Disagree   Disagree
                                                         Agree                            Strongly
  Count           125      120        7           1       48%                              Agree
                                                                                            49%
  Percentage     49%       48%       2%          1%




                                                                       Disagree     Strongly
4d. I was able to find contact                                            3%        Disagree
    information from the website.                                                      2%


     Total Number of Respondents: 247


                Strongly                      Strongly
 Response        Agree   Agree     Disagree   Disagree   Agree
                                                          47%                             Strongly
 Count            119       117       7          4
                                                                                           Agree
 Percentage      48%        47%      3%         2%                                          48%

                                                         72

          Agency 504 – State Board of Dental Examiners                            Strategic Plan 2009 - 2013
STAFF


5a. The staff answered my questions.
                                                                              Disagree          Strongly
                                                                                 4%             Disagree
        Total Number of Respondents: 230                                                           3%


               Strongly                      Strongly
 Response       Agree   Agree       Disagree Disagree

                                                              Agree
 Count           113        102        8        7
                                                               44%
                 49%        44%                                                                            Strongly
 Percentage                           4%       3%
                                                                                                            Agree
                                                                                                             49%


5b. The staff was accessible.
                                                                                Disagree
                                                                                   8%              Strongly
        Total Number of Respondents: 229
                                                                                                   Disagree
                                                                                                      5%

              Strongly                      Strongly
Response       Agree   Agree       Disagree Disagree


Count           104         95       19        11              Agree
                                                                41%                                     Strongly
Percentage      46%       41%        8%        5%                                                        Agree
                                                                                                          46%

5c. The staff members interacted with
    me in a professional manner.                                            Disagree          Stro ngly
                                                                               3%             Disagree
        Total Number of Respondents: 225                                                         1%



                Strongly                     Strongly
 Response        Agree   Agree      Disagree Disagree
                                                                   Agree
                  113        104                                                                               Strongly
 Count                                  7        1                  46%
                                                                                                                Agree
 Percentage      50%        46%        3%       1%                                                               50%

5d. The staff members were courteous
    and demonstrated a willingness to
    assist.
                                                                              Disagree
                                                                                 4%        Strongly Disagree
        Total Number of Respondents: 228                                                          2%




                Strongly                      Strongly
 Response        Agree Agree         Disagree Disagree              Agree                            Strongly
                                                                     43%                              Agree
 Count            116         99           9     4                                                     51%
 Percentage       51%       43%        4%       2%




                                                              73

               Agency 504 – State Board of Dental Examiners                              Strategic Plan 2009 - 2013
FACILITY




6a. The facility was clean.

      Total Number of Respondents: 16

                                                                   Agree                                  Strongly
                Strongly                        Strongly
  Response       Agree Agree         Disagree   Disagree            44%                                    Agree
                                                                                                            56%
  Count             7          9        0          0

  Percentage      44%       56%        0%         0%




6b. The facility was orderly.

      Total Number of Respondents: 16


                Strongly                      Strongly
  Response       Agree Agree         Disagree Disagree
                                                                                                         Strongly
                                                                   Agree
  Count             6         10        0          0                                                      Agree
                                                                    62%
  Percentage      38%       62%        0%         0%                                                       38%




6c. The facility was accessible.

      Total Number of Respondents: 15

                                                                           Disagree
               Strongly                                                       6%
                                             Strongly
  Response      Agree Agree         Disagree Disagree

  Count             6          8        1         0

  Percentage     40%        54%        6%        0%



                                                              Agree                                     Strongly
                                                               54%                                       Agree
                                                                                                          40%


                                                              74

               Agency 504 – State Board of Dental Examiners                       Strategic Plan 2009 - 2013
PRINTED INFORMATION

7a. I have received printed information                                                    Strongly
                                                                         Disagree
    (brochures, handouts, instruction                                      15%             Disagree
    sheets, etc.) explaining services                                                         6%

    available.

      Total Number of Respondents: 207

                                                                                                   Strongly
                 Strongly                     Strongly           Agree                              Agree
 Response         Agree   Agree      Disagree Disagree
                                                                  41%                                38%
 Count              78         85       30         14

 Percentage        38%       41%       15%        6%




7b. The printed information was clear
and understandable.                                                                    Strongly
                                                                          Disagree
                                                                                       Disagree
                                                                             3%
      Total Number of Respondents: 178                                                    1%




                 Strongly                     Strongly
 Response         Agree   Agree      Disagree Disagree


 Count              81        89        7          1         Agree                                 Strongly
 Percentage        46%       50%       3%         1%          50%                                   Agree
                                                                                                     46%




7c. The printed materials provided
    thorough and accurate information.                                      Disagree    Strongly
                                                                               3%       Disagree
      Total Number of Respondents: 176                                                     1%


                 Strongly                       Strongly
 Response         Agree   Agree      Disagree   Disagree


 Count              81        88        6          1
                                                                                                      Strongly
                                       3%
                                                           Agree
 Percentage        46%       50%                  1%                                                   Agree
                                                            50%
                                                                                                        46%




                                                            75

            Agency 504 – State Board of Dental Examiners                               Strategic Plan 2009 - 2013