Quarterly Performance Measurement Report

Transcription

1 Quarterly Performance Measurement Report Department: Finance and Administrative Services Division: Administration Section: FASD Administration Return on investments (percent) Spread above the 3-month Treasury rate Total interest income earned (in millions) Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 1 of 20

2 Division: Value Adjustment Board Section: Value Adjustment Board To manage the Administrative Review Process, on behalf of the Value Adjustment Board (VAB), for the taxpayers of Broward County in order to provide a means for taxpayers to appeal the assessments placed on their property by the Property Appraiser's Office. Average cost of folios confirmed by the VAB ($) External customer satisfaction rating N/A N/A N/A 4.50 Number of folios confirmed by the VAB 1, ,732 5,800 The number of hearings increased to expedite the closing of the 2013 tax cycle. Number of hearings rescheduled 1, ,934 5,000 The number of hearings increased to expedite the closing of the 2013 tax cycle. Number of petitions accepted electronically N/A N/A N/A 10,000 Petitions are only accepted electronically during the fourth quarter. Percentage of petitions received electronically N/A N/A N/A 60 Petitions are only accepted electronically during the fourth quarter. Percentage of petitions that went to hearing Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 2 of 20

3 Division: Accounting Section: Accounting Administration To maintain accurate financial records and provide financial information and reports to management, the State and other interested parties; to pay the customers and employees of the County; and comply with all applicable statutes and policies. Average number of days to pay invoice from invoice date Average number of days to pay invoice from receiver date Cost per check/direct deposit External customer satisfaction rating N/A N/A N/A 4.00 Number of credit card transactions 14,770 13,639 14,770 57,000 Number of invoices processed 18,905 20,110 18,905 78,000 Number of paychecks and direct deposits per fiscal year 35,675 41,428 35, ,000 Percent of time all financial reporting deadlines are met Receipt of GFOA Certificate of Excellence in financial reporting N/A N/A N/A Yes The FY14 award is expected during August of Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 3 of 20

4 Division: Records, Taxes and Treasury Section: Auto Tags To responsively serve our customers through successful partnerships, thereby providing the public with efficient methods and service relative to the registration and title processing for motor vehicles, vessels, mobile homes, and issuance of disabled parking permits. To ensure chain of ownership and payment of mandated taxes and fees per State Statute and Department of Highway Safety and Motor Vehicles rules and regulations. Percentage of e-commerce transactions to total transactions processed Total transactions completed 605, , ,945 2,328,692 Transactions per employee 11,017 10,262 11,017 42,340 Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 4 of 20

5 Division: Records, Taxes and Treasury Section: County Records To administer the Public Records for the citizens of Broward County for the purpose of cataloging public records and ensuring compliance with Florida law. Average number of calendar days between receipt and recordation of documents Average number of days from meeting to minutes completion Average number of documents recorded per FTE in the Recording section per day Average time spent per record disposition (hours) Average time spent per record retrieval (minutes) Average time spent per record shelving (minutes) Average time spent per record transmittal (hours) County Records external customer satisfaction rating N/A N/A N/A 4.35 Number of boxes handled per employee per day Number of customers served (Official records research assistance) 8,369 8,108 8,369 30,000 Number of Public Records / research requests per staff member in this function per day Number of records dispositions processed Number of records management search/research requests per staff member per day Number of records transmittals processed Number of Summary Minutes produced Number of Verbatim Minutes produced Percentage of total documents recorded electronically Total documents recorded 164, , , ,000 Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 5 of 20

6 Division: Records, Taxes and Treasury Section: Operations/Treasury To provide administration, business operations, application-specific technical support, and cash management services; perform check disbursements and bank reconciliations; and execute debt service on County-bonded debt. Bank reconciliations performed per employee Cash receipts monitored (in billions) Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 6 of 20

7 Division: Records, Taxes and Treasury Section: Taxes, Licenses, Enforcement and Personal Property To collect and process current and delinquent real and personal property ad valorem and non-ad valorem assessments on behalf of taxing authorities, local business taxes, hunting and fishing license fees, other State and County license fees, and other debts owed to Broward County, in accordance with State Statutes, Rules and Regulations and Broward County ordinances. Cost per thousand of current personal property tax collected ($) Cost to process Ad Valorem tax revenue per parcel ($) N/A N/A N/A 2.00 Enforcement actions against delinquent tangible personal property 104 N/A 104 1,000 or business tax receipts accounts External customer satisfaction rating Local business tax customers 10,773 11,670 10,773 75,000 Local business tax revenues 522, , ,361 3,200,000 Number of current tax bills processed in office 104, , , ,000 Number of tax deeds applications brought to auction ,000 Overall delinquency collected for past seven tax rolls versus delinquency stated on April 1st of past seven tax rolls Percentage of incoming Mail processed within 24 hours Percentage of tax certificates to current tax roll N/A N/A N/A 3.00 This measure can only be calculated in the 3rd quarter after tax certificates are sold. Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 7 of 20

8 Division: Records, Taxes and Treasury Section: Tourist Development Tax To administer, audit, and enforce the collection of Tourist Development Taxes pursuant to applicable laws and ordinances relating to this tax, for the purpose of supporting the tourism activities of the Greater Fort Lauderdale Convention and Visitors Bureau, the Convention Center, and the debt service requirements of the County Civic Arena. Expense as a percent of collections N/A N/A N/A 1.00 External customer satisfaction rating N/A N/A N/A 4.80 Total number of tax transactions processed per tax tag clerk 1,709 1,642 1,709 6,900 Total revenue collected (in millions) Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 8 of 20

9 Division: Human Resources/General Fund Section: Human Resources/General Services To effectively develop, manage, and improve Broward County's Human Resource programs for residents and County employees to ensure equal employment opportunity and sound human resource related business practices in an ethical, cost effective, and innovative Average number of days from receipt of an approved requisition to referral of candidates for tested job classifications First year of service turnover rate % Formal position reviews Number of candidate referral lists sent to agencies Personnel transactions processed 1, ,077 3,500 Ratio of HR FTE, per 100 Government FTEs Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 9 of 20

10 Division: Human Resources/General Fund Section: Human Resources/Learning and Organizational Development To provide learning opportunities and facilitation services to the workforce including the review of internal business processes and structure for enhanced efficiencies and/or improved effectiveness. Number of HR-Sourced learning events delivered Number of training hours per FTE Percentage of the workforce receiving training Percentage of training classes relevant to the employee's job responsibilities Total learning hours received by County employees per Learning 1, ,026 5,400 and Organizational Development staff member Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 10 of 20

11 Division: Human Resources/Employee Benefits Fund Section: Employee Assistance Program To provide assistance to Broward County employees and their families, in order to improve their quality of life both at home and on the job, and provide agencies resources to safely deliver County services. Current active cases/month Internal customer satisfaction rating Number of employee office visits Number of management consultations 14 N/A Number of organizational interventions A change in calculation for FY15 resulted in received phone calls being excluded from the total. The new calculation better captures high-impact interventions. Number of phone calls received 134 N/A 134 2,100 Number of training classes Percentage of cases resolved without obtaining a referral Percentage of clients that follow through with a referral Training evaluation rating Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 11 of 20

12 Division: Human Resources/Employee Benefits Fund Section: Employee Benefits Administration To provide a comprehensive, affordable, and accessible employee benefit program for Broward County employees in order to maximize service and provide the best use of these benefits. Average number of clients per program Benefit plan assistance contacts (walk-in, phone, mail, , fax) per 100 benefit-eligible employees (active, COBRA and retirees) Employee satisfaction rating for health/dental/vision plans N/A 76 N/A 80 This measure will be reported in the second quarter. Internal customer satisfaction rating N/A 3.70 N/A 4.00 This measure will be reported in the second quarter. New hire satisfaction rating for benefits orientation program Number of unique employees participating in a health, wellness or lifestyle program or seminar per 100 benefit-eligible employees Number of wellness programs/seminars offered Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 12 of 20

13 Division: Enterprise Technology Services Section: Application Services To promote e-government applications by enabling easy access to Broward County data and services. Provide timely and quality service to all county agencies for maintenance and enhancement of existing information system applications. Average cost per application development ticket Customer satisfaction rating N/A 5.00 N/A 5.00 There were no surveys collected for this quarter. Number of application code reviews Number of application services tickets resolved on time ,000 Number of new/enhanced mobile friendly applications delivered 3 N/A 3 6 Number of Project Reviews Percent of application development tickets past due Percent of projects with approved business cases and/or Project Charters Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 13 of 20

14 Division: Enterprise Technology Services Section: Customer Program Office To provide enterprise information technology (IT) project portfolio management, manage customer and vendor relationships, provide skilled IT project management, customer service assistance, technology training, develop integrated IT policies, and translate IT policies into executable processes for dissemination to the IT workforce. Average number of business days to process an ETS Purchase Requisition Cost per student for in-house instructor led IT training Cost to produce, audit, and distribute a monthly Telephone Use Statement (dollars) Internal customer satisfaction rating Number of contracts administered 13 N/A Number of contracts negotiated/developed 18 N/A Number of high and medium security vulnerabilities fixed N/A Number of IT Security compliance audits/scans completed Number of persons who received IT Security Awareness 0 N/A Presentation On-Site Percent of SPAM s blocked Percentage of technical training completed online Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 14 of 20

15 Division: Enterprise Technology Services Section: Infrastructure Services To provide services and support for the Broward County Information Technology enterprise infrastructure, enabling and advancing the delivery of services to all County agencies in support of business processes in a fast and non-disruptive manner. Average time per call of Trouble Tickets resolved by Level 1 Service Desk support personnel (minutes) Number of requests received by the ETS Service Desk 17,416 17,139 17,416 68,000 Percentage of Problem Priority 1 Incidents resolved within 4 hours Percentage of requests resolved on first contact by ETS Service Desk personnel Percentage of Service Desk calls answered in less than one minute Percentage of virtual workstations installed versus traditional workstations The number of network outages for County maintained equipment affecting more than 25 personnel lasting more than 60 minutes between 7:00AM-6:00PM The number of outages affecting Inbound/Outbound Internet Connectivity lasting more than 10 minutes Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 15 of 20

16 Division: Purchasing Section: Purchasing Administration To achieve the highest standard of public procurement and foster transparency in the procurement process; maintain a unified purchasing system to procure all commodities and general, professional, and construction services; and to dispose of surplus items for all agencies under the supervision of the Board of County Commissioners. Average number of days to award informal quotations and 57 N/A qualified vendor list (QVL) procurements Average number of days to award RLIs/RFPs within Director of 178 N/A Purchasing Division's award authority Average number of days to award RLIs/RFPs within the Board's 120 N/A award authority Average number of days to award sole source, emergency, or after- 35 N/A the-fact procurement Average number of days to award work authorization, 5 N/A 5 12 amendments, or change orders Average number of days to process commodities & general 129 N/A services bids within the Board's award authority Average number of days to process commodities & general 58 N/A services bids within the Director of Purchasing Division's award authority Average number of days to process construction bids within the 88 N/A Board's award authority Average number of days to process construction bids within the 85 N/A Director of Purchasing Division's award authority Cost per central procurement activity 2,586 2,242 2,586 2,530 Dollar value of goods sold as surplus (auction or sale) 37,005 8,142 37, ,000 Internal customer satisfaction rating N/A N/A N/A 4.25 Total central procurement activities ,100 Total central procurement activities per professional position Training events delivered (internal County events and public outreach events) Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 16 of 20

17 Division: Risk Management Section: Risk Management Liability To resolve investigated claims in a expeditious manner based on the respective liability and/or damages of the involved party(ies) while managing associated expenses, in accordance with Florida Statute Automobile liability claims closed as a percentage of claims N/A N/A N/A 100 opened annually Average number of liability claims closed per claim adjuster N/A N/A N/A 120 annually General liability claims closed as a percentage of claims opened N/A N/A N/A 100 annually Internal customer satisfaction rating N/A N/A N/A 4.25 Liability self-insurance costs per capita N/A N/A N/A 1.50 Mass Transit claims closed as a percentage of claims opened N/A N/A N/A 90 annually New auto liability (AL) claims processed and administered New general liability (GL) claims processed and administered New Mass Transit (MT) claims processed and administered Number of general liability claims per 10,000 County population N/A N/A N/A 0.60 Percentage of costs recovered for repair/replacement of County N/A N/A N/A 80 owned assets Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 17 of 20

18 Division: Risk Management Section: Risk Management Safety and Occupational Health To provide safe and healthful workplace conditions for County employees and the public and to ensure the fitness of County employees in the performance of their job responsibilities. Average daily number of drivers license reviews for authorized 6,900 6,525 6,900 7,000 drivers Internal customer satisfaction rating N/A N/A N/A 4.50 Number of criminal background checks completed 1,592 1,874 1,592 8,900 Number of medical surveillance tests provided ,000 Number of occupational health site visits/assessments/audits/inspections conducted including phone and consultations Number of post employment-offer physicals provided Number of safety site visits/ assessments/audits/inspections ,150 conducted including phone and consultations Number of training sessions provided Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 18 of 20

19 Division: Risk Management Section: Risk Management/Administration In accordance with State Statutes, provide and effectively manage the County's Self Insurance Program at the lowest possible cost and in the best interests of the citizens and employees of Broward County, and to ensure the safety and well-being of all County employees and the public visiting County property. Internal customer satisfaction rating N/A N/A N/A 4.50 Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 19 of 20

20 Division: Risk Management Section: Risk Management/Workers' Compensation To investigate, administer, and resolve all work related injury claims in accordance with Florida Statutes, Chapter 440. Average number of workers' compensation claims closed per claim N/A N/A N/A 180 adjuster annually New workers' compensation (WC) claims processed and administered Number of workers' compensation claims per 100 employees N/A N/A N/A 6.5 Percentage of workers' compensation indemnity payments paid within seven days of due date Percentage of workers' compensation medical bills paid within days from receipt per State mandate Workers' compensation claims closed as a percentage of claims N/A N/A N/A 110 opened annually Workers' compensation internal customer satisfaction rating N/A N/A N/A 4.70 Workers' compensation self-insurance costs per employee (dollars) N/A N/A N/A 1,107 Quarter Ending 12/31/2014 Broward County, Florida Performance Measurement Report 20 of 20