1 fy02 asa presentation provide administrative support (2) presented by: genia bohrer office of...
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1
FY02 ASA Presentation
Provide Administrative Support (2)
Presented by: Genia Bohrer
Office of Research ServicesNational Institutes of Health
18 November 2002
2
Table of Contents
Main PresentationASA Template ……………………………….………………………………..4Customer Perspective……………………….………………………………..5
Customer Segmentation …………………….……………………………………..7Customer Satisfaction……………………….…………………………………….13Unique Customer Measures………………….…………………………………..16
Internal Business Process Perspective…………………………………….21Service Group Block Diagram…………………………………………………….22Process Measures…………………………………………………………………24
Learning and Growth Perspective…………………………………………..32Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data………33Analysis of Readiness Conclusions……………………………………………...34
Financial Perspective………………………………………………………...35Unit Cost…………………………………………………………………………….36Asset Utilization…………………………………………………………………….37
Conclusions and Recommendations……………………………………….38Recommendations…………………………………………………………………41
3
Table of Contents
AppendicesPage 2 of your ASA Template
Customer segments graphs
Customer satisfaction graphs
Block diagram
Process maps
Learning and Growth graphs
Analysis of Readiness Information
Asset Utilization Graphs
Unique Measures
4
ASA Template - 2002Service Group Provide Administrative SupportDiscrete ServicesDS1: Develop ORS policies and proceduresDS2: Handle ethics issuesDS5: Conduct and coordinate administrative reviews
Customer Value PropositionServe as the ORS single source to provide sound timely advice and guidance to effectively and efficiently ensure consistency and to comply with applicable laws and regulations to protect employees, ORS, and NIH from administrative sanctions or criminal penalties, loss of credibility, and possible loss of funding.
DS7: Respond to FOIA and Privacy Act Requests
Service Strategy Operational Excellence Growth Customer Intimacy Sustain
Chanta Gilliam, Irene Hangemanole, and Kimberly Pastora
Product Leadership HarvestTeam Leader Genia Bohrer Team Members
X
X
5
Customer Perspective
6
Customer Perspective
Customer Objective & Measures
Objectives: Measures:
Increase Understanding of Customer Base
Customer Segmentation of the Discrete Services (DS): 1, 2, 5, & 7
Increase Customer Satisfaction
Ratings from the ORSCustomer Scorecard for DS 2
Increase Compliance with Ethics Regulations/Policies
Small Group Training & Computer-based Training for
DS 2
Serve as the Single Source of Contact on ORS-wide Administrative Processes
Sample Survey of Divisions/Offices Rating us as a Single Source
7
Customer Perspective
Customer Objective & Measures
Objectives: Measures:
Increase Understanding of Customer Base
Customer Segmentation of DS: 1, 2, 5, & 7
Increase Customer Satisfaction
Ratings from the ORSCustomer Scorecard for DS 2
Increase Compliance with Ethics Regulations/Policies
Small Group Training & Computer-based Training for DS 2
Serve as the Single Source of Contact on ORS-wide Administrative Processes
Sample Survey of Divisions/Offices Rating us as a Single Source
8
Customer Perspective DS 1: Develop ORS Policies and Procedures
Objective: Increase Understanding of Customer
Base
46%
38%
13%3%
OD DIRS DES DBEPS
Presentations
Measure: Customer Segmentation
Manuscripts
44%
27%
15%
12% 2%
OD DIRS DS DBEPS DES
9
Customer Perspective DS # 2: Handle Ethic Issues
Objective: Increase Understanding of Customer Base
41%
28%
15%
7%
2%
5%
2%
OD DIRS DES DS DPS DSS DBEPS
Ethics Issues by Offices/Divisions
Measure: Customer Segmentation
43%
18%
12%
10%
8%
7% 2%
DES DIRS OD DS DPS DSS DBEPS
OGE 450 Filers
10
Customer Perspective DS # 5: Conduct and Coordinate Administrative Reviews
Objective: Increase Understanding of Customer Base
Measure: Customer Segmentation
ORS OMA IG
Management Control Reviews
1/3 1/3
1/3
11
Customer Perspective DS # 7: Respond to FOIA and Privacy Act Requests
Objective: Increase Understanding of Customer Base
44%
32%
24%
Corporations Law Firms Individuals
Measure: Customer Segmentation
FOIA Requestors
100%
0%
0%
Individual Corporations Law Firms
Privacy Act Requestors
12
Customer Perspective DS # 7: Respond to FOIA and Privacy Act Requests
Objective: Increase Understanding of Customer Base
29%
25%13%
13%
10%
10%
OAS DPS OD DS DES DIRS
Measure: Customer Segmentation
FOIA by Offices/Divisions
100%
DPS
Privacy Act by Offices/Divisions
13
Customer Perspective
Customer Objective & MeasuresObjectives: Measures:
Increase Understanding of Customer Base
Customer Segmentations of DS: 1, 2, 5, & 7
Increase Customer Satisfaction
Ratings from the ORSCustomer Scorecard for DS 2
Increase Compliance with Ethics Regulations/Policies
Small Group Training & Computer-based Training for DS 2
Serve as the Single Source of Contact on ORS-wide Administrative Processes
Sample Survey of Divisions/Offices Rating us as a Single Source
14
Customer Perspective DS # 2: Handle Ethic Issues
Objective: Increase Customer Satisfaction
6.00
6.20
6.40
6.60
6.80
7.00
7.20
7.40
7.60
7.80
8.00
8.20
8.40
8.60
8.80
9.00
9.20
9.40
9.60
9.80
10.00
6.00 6.20 6.40 6.60 6.80 7.00 7.20 7.40 7.60 7.80 8.00 8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00
Satisfaction
Imp
ort
an
ce
SATISFIED,IMPORTANT
Cost
Convenience
Responsiveness
Availability
Handling of ProblemsCompetence
Quality
Timeliness
Reliability
Data based on 12 respondents
Measure: Ratings from the ORS Customer Scorecard
15
Customer Perspective DS # 2: Handle Ethic Issues
Objective: Increase Customer Satisfaction
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Satisfaction
Impo
rtan
ce NOT SATISFIED, IMPORTANT
NOT SATISIFIED, NOT IMPORTANT
SATISFIED,IMPORTANT
SATISFIED, NOT IMPORTANT
Data based on 12 respondents
Competence
Measure: Ratings from the ORS Customer Scorecard
16
Customer Perspective
Customer Objective & Measures
Objectives: Measures:
Increase Understanding of Customer Base
Customer Segmentations of DS: 1, 2, 5, & 7
Increase Customer Satisfaction
Ratings from the ORS Customer Scorecard for DS 2
Increase Compliance with Ethics Regulations/Policies
Small Group Training & Computer-based Training for DS 2
Serve as the Single Source of Contact on ORS-wide Administrative Processes
Sample Survey of Divisions/Offices Rating us as a Single Source
17
Customer Perspective DS # 2: Handle Ethic Issues
Objective: Increase Compliance with EthicsRegulations/Policies
New Employee (EOD) Training by Offices/Divisions Target for FY03
Measure: Small Group Training
159
84
27
16
13
11
6
1
1
0 50 100 150 200
Total
DPS
DIRS
DES
OD
DS
DBEPS
DSS
OAS
167
159
155 160 165 170
Target forFY03
Total for FY02
18
Customer Perspective DS # 2: Handle Ethic Issues
Objective: Increase Compliance with Ethics
Regulations/Policies *321 OGE 450 filers: Computer-based Training by Module (See Appendices for Definition of Modules)
Measure: Computer-based Training
311
120
85
59
48
31
28
76
0 50 100 150 200 250 300 350
Module 7
Module 1
Module 5
Module 4
Module 2
Module 3
Module 6
Module 8
*The 321 OGE 450 Filers are able to take more than one Module
Target for FY03
Increase computer-based Training by 5% of non OGE 450 Filers
19
Customer Perspective
Customer Objective & Measures
Objectives: Measures:
Increase Understanding of Customer Base
Customer Segmentations of DS: 1, 2, 5, & 7
Increase Customer Satisfaction
Ratings from the ORS Customer Scorecard for DS 2
Increase Compliance with Ethics Regulations/Policies
Small Group Training & Computer-based Training for DS 2
Serve as the Single Source of Contact on ORS-wide Administrative Processes
Sample Survey of Divisions/Offices Rating us as a Single Source
20
Customer Perspective
Objective: Serve as a Single Source Contact for our Discrete Services
175
37
32
25
23
23
12
10
10
3
0 50 100 150 200
Total
DIRS
OD
OAS
DES
DS
DSS
DBEPS
DPS
OMA
175
77
70
22
6
0 50 100 150 200
Total
Ethics
Policies
FOIA
AdministrativeReviews
Measure: Sample Survey of Offices/Divisions Using our Services (Presumably as a Single Source)
Inquiries Received by Offices/Divisions for a 2 Month Period
Inquiries Received by Topic for a 2 Month Period
21
Internal Business Process Perspective
• Increase Understanding of Processes
• Identify Methods to Measure Processes
22
Service Group Block Diagram: Provides Administrative Support
DISCRETESERVICES
RECEIVEREQUEST
OR INQUIRY
RESPONDTO REQUESTOR INQUIRY
FOLLOW-UPAS NECESSARY
SUBMIT FORAPPROPRIATE
APPROVALS/SIGNATURES
Internal Business Process Perspective
23
Internal Business Process Perspective
Performance Objective and Measure for the Discrete Service
DS: Objective: Measure:
DS 1 Improve Revision Process for NIH/ORS Policies
Track Number of Revisions Before Policy is Submitted in Final Format to OMA
DS 2 Increase Employee Knowledge and Awareness of Ethic Issues
Track Number of Employees Trained in Ethics Awareness and Measure Retention
DS 5 Develop Baseline Data on Management Controls
Track Number of Policies Up-to-Date
DS 7 Increase FOIA Awareness Track Response Time to Measure Adherence to FOIA Regulation
24
Internal Business Process Perspective
Performance Objective and Measure for the Discrete Service
DS: Objective: Measure:
DS 1 Improve Revision Process for NIH/ORS Policies
Track Number of Revisions Before Policy is Submitted in Final Format to OMA
DS 2 Increase Employee Knowledge and Awareness of Ethic Issues
Track Number of Employees Trained in Ethics Awareness and Measure Retention
DS 5 Develop Baseline Data on Management Controls
Track Number of Policies Up-to-Date
DS 7 Increase FOIA Awareness
Track Response Time to Measure Adherence to FOIA Regulation
25
Internal Business Process Perspective
Objective: Improve Revision Process for NIH/ORS Policies
• FY03 New Measure: Track Number of Revisions Before Policy is Submitted in Final Format to OMA
26
Internal Business Process Perspective
Performance Objective and Measure for the Discrete Service
DS: Objective: Measure:
DS 1 Improve Revision Process for NIH/ORS Policies
Track Number of Revisions Before Policy is Submitted in Final Format to OMA
DS 2 Increase Employee Knowledge and Awareness of Ethic Issues
Track Number of Employees Trained in Ethics Awareness and Measure Retention
DS 5 Develop Baseline Data on Management Controls
Track Number of Policies Up-to-Date
DS 7 Increase FOIA Awareness
Track Response Time to Measure Adherence to FOIA Regulation
27
Internal Business Process Perspective
Objective: Increase Employee Knowledge and Awareness of Ethic Issues
New Employees (EOD) Training: Target for FY03
Measure: Track Number of Employees Trained in Ethics Awareness and Measure Retention
167
159
155 160 165 170
Target for FY03
Total Trainedin FY 02
Computer-based Training: Target for FY03
Increase computer-based Training by 5% of non OGE 450 Filers
28
Internal Business Process Perspective
Performance Objective and Measure for the Discrete Service
DS: Objective: Measure:
DS 1 Improve Revision Process for NIH/ORS Policies
Track Number of Revisions Before Policy is Submitted in Final Format to OMA
DS 2 Increase Employee Knowledge and Awareness of Ethic Issues
Track Number of Employees Trained in Ethics Awareness and Measure Retention
DS 5 Develop Baseline Data on Management Controls
Track Number of Policies Up-to-Date
DS 7 Increase FOIA Awareness
Track Response Time to Measure Adherence to FOIA Regulation
29
Internal Business Process Perspective
Objective: Develop Baseline Data on Management Controls
• FY03 New Measure: Track Number of Policies Up-to-Date and Analyze Effectiveness of Management Controls Associated with them
30
Internal Business Process Perspective
Performance Objective and Measure for the Discrete Service
DS: Objective: Measure:
DS 1 Improve Revision Process for NIH/ORS Policies
Track Number of Revisions Before Policy is Submitted in Final Format to OMA
DS 2 Increase Employee Knowledge and Awareness of Ethic Issues
Track Number of Employees Trained in Ethics Awareness and Measure Retention
DS 5 Develop Baseline Data on Management Controls
Track Number of Policies Up-to-Date
DS 7 Increase FOIA Awareness
Track Response Time to Measure Adherence to FOIA Regulation
31
Internal Business Process PerspectiveDS 7: Respond to FOIA Requests
Objective: Increase FOIA Awareness
0 50 100 150
27 < 50 Days
10 > 50 Days
2 > 100 Days
Response Time to FOIA’s
Measure: Track Response Time to Measure Adherence to FOIA Regulation
Each Color Represents a Single FOIA
There are a Total of 39 FOIA’s for FY02
Response Time in Days
32
Learning and Growth Perspective
• Enhance Quality of Work Life for Employees in ORS
• Maintain and Enhance Competencies for the Future Organization
33
Learning and Growth Perspective
• Zero Turnover
• Appropriate Amount of Sick Leave Used
• Every Employee Received an Award
• No EEO Complaints, ER Cases, or ADR Cases
34
• Need to Increase Service Supply to Meet New Demand
• Introduce/Adopt New Workflow Technology Including Document Scanning and Image Management (to Improve Performance by Optimizing Individual Efforts)
• Assess Current Employee Skills Against Current and Future Office Needs, Prepare Gap Analysis and Develop Annual Training Plan
• Take Advantage of Free Government Training in Ethics and Other Areas
• Utilize Contracting Opportunities: Use Outside Contractors for Training Coordination Efforts and for Technology Improvements
Learning and Growth Perspective
Analysis of Readiness Conclusions
35
Financial Perspective
36
• DS 1: Develop ORS Policies and Procedures
Unit Cost: Approximately $297
• DS 2: Handle Ethics Issues
Unit Cost: Approximately $68 Per ORS Employee Per Year
• DS 5: Conduct and Coordinate Administrative Reviews
Unit Cost: Approximately $340 Per Review
• DS 7: Respond to FOIA and Privacy Act Requests
Unit Cost: Approximately $36 Per FOIA
Financial Perspective
Unit Cost Measures
37
Financial Perspective
Asset Utilization Measures
Discrete Service: Utilization Rate:
DS 1: Develop ORS Policies & Procedures 98%
DS 2: Handle Ethics Issues 117%
DS 5: Conduct and Coordinate Administrative Reviews
151%
DS 7: Respond to FOIA & Privacy Act Requests
115%
38
Conclusions and Recommendations
39
Conclusions and Recommendations Conclusions: Good News
We have Proven that we are Effective & Efficient:
• Our Customers Indicated on our Score Card for Discrete Service #2 (Ethic Issues) that our Services are Important to them and they are Satisfied. We had a Particularly High Vote of Confidence in our Competence.
• Our Employees have not Experienced any Administrative Sanctions or Criminal Penalties as a Result of Non Compliance to Applicable Laws and Regulations
• ORS has not Lost Credibility or Funding as a Result of Non Compliance to Applicable Laws and Regulations
40
Conclusions and Recommendations Opportunities for Improvement
• Increase Document Tracking Time to Measure Efficiency of Processes
• Utilize OQM Resources to Develop Performance Management Systems
• Ensure Complete Cooperation from Entire Team and Measure Performance
41
Team Plans to Implement Change:
• Documentation (Tracking Efforts)
• Update Discrete Services to Account for Other Functions in Addition to our Current Discrete Services:
• Reorganizations• Records Management• Other initiatives: Employee Suggestions, Telework and
Plain Language
Conclusions and Recommendations Recommendations
42
Conclusions and Recommendations
Recommendations
• Obtain Necessary Resources (Contractual Support, Technology, and/or FTE)
• One Consultant for the Entire ASA Process
• Raised the Bar on Staff Expectations and Improved Cohesive Relationships with our Customers
• Team Building
43
Appendices
44
Appendices
• Include the following:
• Page 2 of your ASA Template• Customer segments graphs • Customer satisfaction graphs• Block diagram• Process maps• Learning and Growth graphs• Analysis of Readiness Information • Asset utilization graphs• Unique measures graphs
45
Appendices
Page 2 of ASA Template
Actual assets utilized/planned asset utilization for each Discrete Service
Analysis of Readiness Index
Minimize effort of staff time in property mgmt. Staff time spent per accountable item.
Maximize utilization of assets.
Financial Perspective
Maintain & enhance competencies for the future organization.
Minimize unit cost at a defined service level.
Performance Objective
Change in Unit Cost for each Discrete Service
Serve as the single source of contact on ORS-wide administrative processes.
2 month sample survey of offices/divisions using our services (presumably as a single source)
Customer PerspectivePerformance Measure
Customer satisfaction ratings from the ORS Customer Scorecard for each Discrete Service
Increase compliance with ethics regulations/policies.
Performance Objective
Service Group: Provide Administrative Support
Performance Objective
Increase customer satisfaction.
Increase understanding of processes.
Identify methods to measure processes.
Customer segmentation of Discrete Services
Small group training & computer-based training
DS7: track response time to measure adherence to FOIA regulation
DS1: Track number of revisions before policy is submitted in final format to OMA
Performance MeasureInternal Business Process Perspective
Complete process maps of Service Group/Discrete Services
Identify and report on process measures for Discrete Services
Increase understanding of customer base.
DS1: Improve revision process for NIH/ORS policies.
Performance Measure
Contacts/Complaints with EEO/ER/ADR
Enhance quality of work life for employees in ORS.
Sick Leave Usage
Turnover
DS5: Track umber of policies up-to-date.
Performance Objective
Awards/Recognition
DS7: Increase FOIA awareness
Learning and Growth PerspectivePerformance Measure
DS5: Develop baseline data on mgmt. controls.
DS2: Track no. of employees trained in ethics awareness and measure retention.DS2: Increasing employees knowledge and awareness of ethics issues.
46
Appendices
Customer Segments Graphs
46%
38%
13%3%
OD DIRS DES DBEPS
44%
27%
15%
12% 2%
OD DIRS DS DBEPS DES
Presentations
Manuscripts
41%
28%
15%
7%
2%
5%
2%
OD DIRS DES DS DPS DSS DBEPS
Ethics
43%
18%
12%
10%
8%7%2%
DES DIRS OD DS DPS DSS DBEPS
FY 02450 Filers
47
Appendices
Customer Segments Graphs
44%
32%
24%
Corporations Law Firms Individuals
FOIA Requestors
100%
0%
0%
Individual Corporations Law Firms
Privacy Act Requestors
29%
25%13%
13%
10%
10%
OAS DPS OD DS DES DIRS
FOIA by Division
ORS OMA IG
Management ControlReviews
1/3 1/3
1/3
48
Appendices
Customer Segments Graphs
100%
DPS
Privacy Act byDivision
159
84
27
16
13
11
6
1
1
0 50 100 150 200
Total
DPS
DIRS
DES
OD
DS
DBEPS
DSS
OASSmall Group Training
49
Appendices
Customer Segments Graphs
311
120
85
59
48
31
28
76
0 100 200 300 400
Module 7
Module 1
Module 5
Module 4
Module 2
Module 3
Module 6
Module 8Computer Base Training
175
37
32
25
23
23
12
10
10
3
0 50 100 150 200
Total
DIRS
OD
OAS
DES
DS
DSS
DBEPS
DPS
OMA
175
77
70
22
6
0 50 100 150 200
Total
Ethics
Policies
FOIA
AdministrativeReviews
Inquiries by Division
Inquiries by Topic
50
Appendices
Customer Satisfaction Graph
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Satisfaction
Impo
rtan
ce NOT SATISFIED, IMPORTANT
NOT SATISIFIED, NOT IMPORTANT
SATISFIED,IMPORTANT
SATISFIED, NOT IMPORTANT
Data based on 12 respondents
Competence
51
Appendices
Block Diagram
DISCRETESERVICES
RECEIVEREQUEST
OR INQUIRY
RESPONDTO REQUESTOR INQUIRY
FOLLOW-UPAS NECESSARY
SUBMIT FORAPPROPRIATE
APPROVALS/SIGNATURES
52
Appendices
Process Maps
Employee Program AO MARBDivision AO Division Director Senior AO ADRS
ReceiveRequest
andReviews
ReceiveRequest
and Checks forAccuracy andCompleteness
Receive andReview Requestand Approves
Receive andReview Request
GeneratesEthics and
348 Requests
FinalApproval
InformationAppropriate?
Yes
No
Forwardsto DIRSAO for
Corrections
Return toEmployee
forCorrection
s
Reviewand Make
Corrections
Receives andEnsures Corrections
are Complete
Receives FinalApproval and
Sends to Employee
ReceivesResponse
ReceivesRequest and
Reviews Errors
ReviewsRequest
CorrectsRequest
Receives andReviews Requestfor Final Approval
If 348,Forward toSenior AO
Reviewsand
Forwards
Receives andReviewsRequest
Receives andReviewsRequest
Receives andReviewsRequest
Ethics and 348 Requests
Key
Start or End Step
Action Step
Decision Point
Communication, coordination,cooperation
53
Appendices
Process Maps
RequestorOffice of
General CounselNIH
FOIA Office MARB Division Directors Appropriate Division Staff
ReceiveRequestor Inquiry
Review/ReadFOIA
Request
No
Yes
Enter intoQ3270 Database
Enter MARB Log(Database)
Prepare andSend Interim
Letter toRequestor
Prepare andSend Division
Letter forFOIA Response
Receives FOIARequest andAssigns toAppropriate
Division Staff
Set up Tickler forFollow-up fromDivision - Due
Date
Gather Informationby Deadline or
Request anExtension
A
FOIA Request(Page 1 of 2)
GenerateRequest
GenerateRequest
FOIARequest?
Privacy ActImplications?
No Yes
54
Appendices
Process MapsORS Policy and Procedures
Determine Needto Establish an
ORS Policy
Research toSee if an ORSPolicy Exists
ORSPolicyExists?
DevelopStandardOperating
Procedures
No
YesAssist MARBin Developing
ORS Draft PolicyDevelop
ORSDraft Policy
ReceiveComments
Regarding ORSDraft Policy
Review andComment on
ORS DraftPolicy/SOP
Review andComment on
ORS DraftPolicy/SOP
IncorporateComments
for Finalization
ReviewFinalized
ORS Policy/SOP
Review andApprove FinalizedORS Policy/SOP
Distribution toDivisions andAdd to ORS
Policy Website
Receive NewORS Policy
Start or EndStep
ActionStep
Key
DecisionPoint
Communication,coordination,cooperation
ADRSDeputy DirectorMARBORS Divisions
55
Appendices
Process Maps
Initiating Office
ResponsibleManagement Reviewer(Functional Assurance) MARB ADRS
Conduct and Coordinate Administrative Reviews -- ORS Policies
Initiates Policy
Review Policyand Management
Controls forCompliance
Conduct Reviewand Prepare
Report
Compliance ?Reviews, Accepts,
Initials, andReturns for Filing
DevelopRecommendations
for Compliance
Yes
No
STOP
ReviewRecommendations
for Compliance
Send NewRecommendations(MCRS) to ADRS
Review andForward to MARB
for Follow-up
Final Approvalof Recommendations
STOP
KEY
Decision Point
Start and End Step
Communication, coordination,cooperation
Action Step
56
Appendices
Learning and Growth GraphsP
opul
atio
n E
stim
ate
No.
of S
epar
atio
ns
Turn
over
Rat
eTo
tal H
ours
of S
ick
Leav
e U
sed
Ave
rage
Hou
rs o
f
Sic
k Le
ave
Use
d
Num
ber o
f Aw
ards
Rec
eive
dA
vera
ge N
umbe
r of
Aw
ards
Rec
eive
d
Num
ber o
f EE
O
Com
plai
nts
Ave
rage
Num
ber o
f
EE
O C
ompl
aint
s
Num
ber o
f ER
Cas
es
Ave
rage
Num
ber o
f
ER
Cas
esN
umbe
r of A
DR
C
ases
Ave
rage
Num
ber o
f
AD
R C
ases
5121 5 1 0.21 117 25 8 1.71 0 0.00 0 0.00 0 0.0051214 2 0 0.00 73 37 1 0.50 0 0.00 0 0.00 0 0.00
Service Group 42
Total7 1 0.15 190 29 9 1.35 0 0.00 0 0.00 0 0.00
57
Appendices
Learning and Growth Graphs Service Group Turnover Rate (Oct 2001 - June 2002)
0.00
0.05
0.10
0.15
0.20
0.25
0.30
0.35
12 16 21 30 27 20 42 13 41 3 24 23 7 18 1 2 10 11 17 31 26 25 40 28 37 29 33 39 5 32 36 38 4 8 9 14 15 19 34 35 43
58
Appendices
Learning and Growth Graphs Service Group Sick Leave Used (Oct 2001 - June 2002)
0
10
20
30
40
50
60
70
80
14 3 9 31 8 17 43 38 36 33 41 12 30 32 28 18 29 21 39 20 16 24 27 40 35 5 23 42 19 4 34 15 37 25 26 1 2 10 11 13 7
59
Appendices
Learning and Growth Graphs Service Group Awards (Oct 2001 - June 2002)
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
9 43 1 2 10 11 40 42 7 41 12 4 5 28 39 35 32 33 8 15 36 38 34 37 29 17 14 31 16 30 19 18 13 20 21 3 24 26 25 23 27
60
Appendices
Learning and Growth Graphs Service Group EEO Complaints (Oct 2001 - June 2002)
0.00
0.01
0.02
0.03
0.04
0.05
0.06
0.07
20 7 26 38 36 1 2 3 4 5 8 9 10 11 12 13 14 15 16 17 18 19 21 23 25 27 28 29 30 31 32 33 34 35 37 39 40 41 42 43
61
Appendices
Learning and Growth Graphs Service Group ER Cases (Oct 2001 - June 2002)
0.00
0.01
0.02
0.03
0.04
0.05
0.06
0.07
20 8 33 34 7 31 26 25 38 36 32 5 1 2 3 4 9 10 11 12 13 14 15 16 17 18 19 21 23 24 27 28 29 30 35 37 39 40 41 42 43
62
Appendices
Learning and Growth Graphs Service Group ADR Cases (Oct 2001 - June 2002)
0.00
0.05
0.10
0.15
0.20
0.25
7 9 30 24 33 34 3 23 26 25 5 20 21 31 29 39 28 32 36 16 38 1 2 4 8 10 11 12 13 14 15 17 18 19 27 35 37 40 41 42 43
63
Appendices
Asset Utilization Graphs
Names Genia Kimberly Chanta Charles Total DS AvailableDifferentialUtilization UtilizationHours 2080 340 2080 2080 6580Available 1880 306 1880 1880 5946Non-Esse 150Net Before Ot 1730Net Avail 2928 306 1880 1880 6994Overtime 1198 0 0 0 1198Total WOT 8192Utilization 0.17 117%
Discrete Service Utilization RateDS1: Develop ORS Policies & Procedures173 470 643 658 (15) -0.02 98%DS2: Handle Ethics Issues1983 752 470 3205 2726 479 0.18 117%DS5: Conduct and Coordinate Admin Reviews386 470 856 564 292 0.52 151%DS7:Respond to FOIA & Privacy Act Requests386 306 1128 470 2290 1998 292 0.15 115%Total 2928 306 1880 1880 6994
64
Appendices
Unique Measure: Ethics – Computer-based Training
See Page 18
Definition of Modules:• Module 1: Official Duty Activities & Outside Activities• Module 2: Procurement Activity• Module 3: Seeking Other Employment & Post-employment
Restrictions• Module 4: Gifts from Outside Sources• Module 5: Misuse of Position• Module 6: Hatch Act Political Activity• Module 7: Gifts Between Employees• Module 8: Intramural/Extramural Collaboration