United States Department of Veterans Affairs
United States Department of Veterans Affairs

Office of Resolution Management

Key Strategic Plan Performance Measures

Key Strategic Plan Performance Measures

As Of August 31, 2008

Goal 1: Implement a prevention Program that ensures employees and managers understand the characteristics of a healthy work environment and have the tools to address workplace disputes.

Key
 Measure Number

 Key Measure Baseline FY 2007 Actual FY 2008  Target Strategic Target FYTD Actual Performance Status FYTD
1 Reduce the number of formal complaints received 2038
Complaints		 1906
Complaints

6.4%
Reduction

 3%
Reduction		 10-20% Reduction 12% Increase Red Status - Performance is not within 10% of the annual goal
2 Reduce the number of initial contacts 3785
Initial Contacts
3825
Initial Contacts
1% Increase

 

 3%
Reduction

 

 10-20%
Reduction

 

 10% Increase Red Status - Performance is not within 10% of the annual goal
3 Increase the informal ADR participation rate 17%
Participation Rate		 25%
Participation Rate		 30%
Participation Rate		 35%
Participation Rate		 43%
Participation Rate		 Blue status - Actual to date performance is more than 10% better than the annual goal
4 Increase the percentage of EEO complaints resolved at the informal stage of the EEO complaint process. 34%
Resolution Rate		 53%
Resolution Rate		 53%
Resolution Rate		 65%
Resolution Rate		 46%
Resolution Rate		 Red Status - Performance is not within 10% of the annual goal

Goal 2: Serve as a resource for resolution of workplace disputes. (#5-6)
Goal 3: Improve the overall management of the EEO Complaint Process. (#7-8)
5 Increase the percentage of complaints resolved at the formal stage 29%
Resolution Rate		 30%
Resolution Rate		 33%
Resolution Rate		 36%
Resolution Rate		 27%
Resolution Rate 		 Red Status - Performance is not within 10% of the annual goal
6 Average 180 days or less to complete investigations for unamended complaints 204 Days 215 Days 180 Days
180 Days
 		 186 Days Green Status - FYTD performance is at the annual goal
7 Average 360 days or less to complete investigations for amended complaints 236 Days 280 Days 250 Days
300 Days
 		 215 Days Blue status - Actual to date performance is more than 10% better than the annual goal
8 Average 30 days or less to complete counseling (without ADR) 28 Days 27.3 Days 28 Days 28 Days 28 Days Green Status - FYTD performance is at the annual goal

Goal 3: Improve the overall management of the EEO complaint process. (#9)
Goal 4: Recuit, develop, train and retain a highly competent and diverse workforce by promoting a positive work environment. (#10-11)
9 Average 90 days or less to complete counseling (with ADR) 80 Days 68.4 Days 80 Days 80 Days 72 Days Blue status - Actual to date performance is more than 10% better than the annual goal
10 Improve employee satisfaction rate 69%
Satisfied		 Establishing Methodology for survey Milestones in place and on schedule 64%
Satisfied
75%
Satisfied
 		 62%
Satisfied 		 Green Status - FYTD performance is at the annual goal
11 Improve customer satisfaction rate 61%
Satisfied		 80%
Satisfied		 82%
Satisfied		 85%
Satisfied		 76%
Satisfied		 performance is between 5% - 10% of the annual goal

Key:

Red Status  Indicates that actual performance is not within (does not meet) the annual goal by 10% or more. Yellow Status Indicates that actual performance is not within the annual goal by at least 5%.
Green Status Performance is at the annual goal. Blue Status Indicates that actual performance exceeds (is better than) the annual goal by at least 5%.