Continuous Positive Reinforcement (CPR): The Absence of Flatlining in State Government
description
Transcript of Continuous Positive Reinforcement (CPR): The Absence of Flatlining in State Government
Continuous Positive Reinforcement (CPR):The Absence of Flatlining in State Government
A Case Study of Texas Department of Insurance
Survey of Organizational Excellence
Administrative Operations &Chief of Staff
Commissioner of Insurance
Consumer Protection
Financial Insurance Fraud
Life, Health & Licensing Legal & Compliance
State Fire Marshal's Office Property & Casualty
TDI's Compact with Texans
TDI sets the PACE for customer service through our Professional Attitude, Competence and Efficiency. As a customer of TDI, you can expect us to:
• treat you with courtesy and respect• be fair, ethical and professional• provide timely and responsive service• give you clear, accurate and consistent information• follow through on our commitments• strive for continuous improvement in all of our services, and• go the extra mile in our efforts to serve you.
approvals & disapprovals; filings; cases; info oncompanies; info on taxable entities; licensed
agents; premium data; licensing; eligible insurerslist; special deposit info; space; inspection
reports; complaint info; fees; recommendationson licensing; requests for enforcement action;petitions; registration; recommended benefit
providers; census track data; technical resources;legal counsel; audit responses; publications;
fiscal notes; mapping; GIS systems; billcomments
TDI
publications; speeches;relief/restitution; training;
referrals forenforcement; buildingcode specs; meetings;workshops; inspections
business; contracts;publications;
proposed rules;questions;
interpretations ofcode; meetingrequests; legal
pleadings; filings
publications; specialcomputer runs;
approvals &disapprovals;
interpretations ofcode; audiences;
meetings
reports;proposed rules
data about individuals; agents;companies; evidence; witnesses; legalbriefs; space; resources; referrals forenforcement; licensing info; stats &
financial data
cases; fees audiences; technicalresources; meetings;
reports
oversight; reports; meetings; recordstorage & management;
authorizations; fees; training; audits;manuals
meetings;seminars;
workshops; reports;analysis of
similarities in laws;reinsurance
program
publications;requests; stat
data; meetings
money/tuition; helpwith research;
expertise; contracts
data on competitors; approval & disapproval; datacalls; licenses; rules; interpretation of code,;
complaints; disciplinary actions: fines, suspensions;other regulatory actions; technical financial info;publications; manuals; examinations/audits; statplans; inspection reports; seminars/workshops;
meetings; testimony, oversight; appeals
certification; certificates; registration;clearance letters; audits; disciplinary
action; statistical calls, newsletter;manuals, investigations; interpretation of
laws; training; status of filings
qualifyingcriteria
press releases; columns;live interviews; publications;info sheets on issues; statdata; copies of rules; news
conferences; talk showparticipation; interpretations
of laws; research
studies;fees
Inspectors
SFMO Customers:Licensed entities and
individuals; Firedepartments; Law
enforcement agencies;Public schools
Universities,ResearchFacilities
AdvocacyOrgs
Federal, International,Other States'
Regulatory Agencies
TexasAgencies
ContractorsSDRs
Legislature
Special Master,Courts & SOAH
LawEnforcement
Agencies
AdvisoryOrgs
TradeOrganizations/
LobbyistsLaw Firms
ConsumersFinancial
Institutions
NewsMedia
Agents
Companies,Insurers,HMOs,
Insurers ofLast Resort,
QuasiInsurance
Entities
company info; complaint info;regulatory action info; suspected
fraud info; fees: database,membership, seminar;
participation; expertise; computerprojects; publications; grant fund
applications
NAIC,NASFM
licenses; inspections;investigations; evidence;
testimony; TEXFIRS;educational materials
StrengthsConsumer Protection TDI StatewideScore Construct Score Construct Score Construct432 Strategic
Orientation404 Strategic
Orientation392 Strategic
Orientation399 Quality
392 ExternalCommunication
Opportunities for GrowthConsumer Protection TDI StatewideScore Construct Score Construct Score Construct
286 Fair Pay 289 Fairness
298 SupervisorEffectiveness
293 SupervisorEffectiveness
Advertising Unit
Consumer Protection
Complaints Resolution
Information Assistance Public Education
Special Work AssignmentsTeam
TDI's Strategic Plan
TDI Goal 1: Encourage Fair Competition in the Insurance Industry
Objective: Reduce impediments to competition and improve insurance availability
Strategy: Provide information to consumers and industry
Output measure: Number of inquiries answered
Consumer Protection Performance Measures
1.1.1Output 1
Number of inquiries answered FY 2001 Target:346,800
June:28,848
YTD:274,668
1.1.1Output 1
Number of inquiries answeredwith PCCI hits
FY 2001 Target:346,800
June:49,148
YTD:467,243
1.1.1Output 2
Number of rate guidesdistributed
FY 2001 Target:400,000
June:16,836
YTD:526,328
1.1.1Output 3
Number of consumerinformation publicationsdistributed
FY 2001 Target:2,000,000
June:121,101
YTD:1,881,530
1.1.1Output 4
Number of consumerinformation presentations
FY 2001 Target:500
June:61
YTD:483
1.1.1Effic. 1
Average cost per rate guide FY 2001 Target:$.60
3rd Quarter:29 cents
YTD:37 cents
1.2.1Output 1
Number of complaintsresolved
FY 2001 Target:20,000 (CP)
June2,677 (CP)
YTD:23,872 (CP)
1.2.1Output 2
Number of insuranceadvertising filings reviewed
FY 2001 Target:6,000
June:469
YTD:4,951
1.2.1Output 6
Dollar amount returned toconsumers through complaintresolution
FY 2001 Target:$26,000,000
June:$2,327,594
YTD:$23,944,795
1.2.1Effic. 1
Average response time (days)to complaints
FY 2001 Target:38 days
June:35.12 (CP)
YTD:32 (CP)
Information AssistanceCall Center
*** ACD PILOT NUMBER CURRENT REPORT *** Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50
PILOT CALLS ABAND FINAL ANS --- ANSWERED ---- TRGT QUED XFRD REPORTDIR. OFFRD CALLS DISP CALLS NORM AUTO MANUL %ANS CALLS QUED CALLS DURA(UGP) (DEFLC) CALLS + AVG OVFL OVFL <TGT + AVG LONGST HH:MM-------------------------------------------------------------------------------46471 1605 57 13 1530 1530 0 0 60 824 244 17:03( 100)( 5) 00:28 84% 00:48 05:16
*** ACD AGENT AVERAGE REPORT - PILOT 46471 - USER GROUP: 100 Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50TOTAL PILOT NUMBER ACTIVE TIME........09:00:00 (CURRENTLY IN NIGHT SERVICE)-------------------------------------------------------------------------------DIR. AGENT ONLINE UNANS XFRD # ACD AUTO #HOLD #OUTG #INCM #INTRNUMBR ID TIME CALLS CALLS CALLS WRAP AVAIL CALLS ACD CALLS CALLS + AVG AVG AVG + AVG + AVG + AVG + AVG-------------------------------------------------------------------------------11022 4:20:48 0 9 65 4 6 0 5 11022 UNASSIGNED 03:04 00:12 00:00:28 00:27 00:29 00:00 00:0557523 1:11:14 0 2 21 0 0 0 1 57523 SMITH FRANK 575 03:07 00:07 00:00:06 00:00 00:00 00:00 00:06
DAILY 100 CALL CLUB
100+Kathy 125 and 7:24Sandra 109 and 7:25Linda R. 112 and 8:01Margie 119 and 7:04Sally 103 and 7:02Shauna 109 and 7:25Alice 116
90's + 7hrs.Cassandra...93 And 7:27Mark...97 And 7:07Frank R. ...7:08
EMPLOYEE DEVELOPMENT PLAN
The Employee Development Plan allows management, with the employee, to identify strengths and weaknesses to improve and/orenhance performance.
a. Prior to the meeting, the employee and/or manager should establish job objectives for the performance period. Identify two orthree major job objectives. The employee and the supervisor should discuss the objectives for improvement and/orenhancement.
b. There are five performance ratings ranging from minimum to maximum performance. The supervisor and the employeeshould agree on the expected performance. The expected performance must be written in the space below. Minimum andmaximum indicate performance below and above expected.Mark number 1,2,3,4 or 5 to indicate the performance level achieved.Check the box not achieved if the objective was not completed due to employee nonperformance.
8. Job Objective 1 Date Set 02/00 Expected Results Date ReviewedTo help promote competition in the marketplace byproviding information to consumers and industry via theagency's consumer help-line.
To be on-line an average of 6 hours a day. To distribute publications, company profiles and return phone
calls within 24 hours. To report early warning indicators withing 2 hours of receiving
information
1 2 3 4 530pts Minimu
mExpected Maximu
mNot Achieved
9. Job Objective 2 Date Set 02/00 Expected Results Date ReviewedMeet all management reporting requirements andstandards
Daily maintain ACES, DAL and any other required reports. Meet with manager on a monthly basis.
1 2 3 4 515pts Minimu
mExpected Maximu
mNot Achieved
10. Job Objective 3 Date Set 02/00 Expected Results Date ReviewedPersonal objective: To make myself more available toassist consumers and to do so in a professional manner.
To average 6.5 hours on-line a day. To complete the class "Working Your Way To Customer
Satisfaction."
1 2 3 4 515pts Minimu
mExpected Maximu
mNot Achieved
TDI Goal 6: Value the Diversity of TDI's Workforce and the Contribution of Each Employee
Objective: Create and maintain a supportive work environment for all employees
TDI’s Strategic Plan
CP and the Survey of Organizational Excellence
Next Steps
1997-1998 1999-2000 2001-2002Strengths 5 Strengths 3 Strengths ManyGrowth 0 Growth 0 Growth 0
Employees 65 Employees 31 Employees 86