DEOA: Office for Civil Rights - FY 2007
Program Goal: To ensure equal access to education and promote educational excellence throughout the nation through the vigorous enforcement of civil rights.
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Objective
1 of 2:
To provide high-quality customer service throughout the case-resolution process.
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Indicator 1.1 of 1: Customer response: The percentage of customers satisfied with OCR's service based on a survey.
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Measure 1.1.1 of 1: The percentage of respondents satisfied with OCR's customer service.
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Year
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Actual Performance
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Performance Targets
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2005
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2006
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2007
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Frequency: Other.
Next Data Available:
October 2006
Electronic data recording ensures data integrity.
Explanation: The FY 2005 target was to establish a baseline. The value of 3.66 represents a mean customer satisfation score out of a possible 5.00. The baseline data represent data from the last quarter of FY 2004 and the first three quarters of FY 2005.
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Objective
2 of 2:
To obtain results by the efficient management of civil rights compliance activities.
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Indicator 2.1 of 2: Resolution of complaints: The percentage of complaints resolved within 180 days of receipt.
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Measure 2.1.1 of 1: The percentage of complaints resolved within 180 days.
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Year
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Actual Performance
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Performance Targets
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1997
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1998
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1999
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2000
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2001
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2002
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2003
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2004
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2005
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2006
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2007
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Source: Data are collected in OCR's Case Management System throughout the fiscal year (October 1- September 30).
Frequency: Other.
Next Data Available:
October 2006
Data Validated By: On-Site Monitoring By ED.
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Indicator 2.2 of 2: Resolution of Complaints over 180: The percentage of pending complaint caseload over 180 days old.
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Measure 2.2.1 of 1: Percentage of pending civil rights complaints that are over 180 days old.
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Year
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Actual Performance
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Performance Targets
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2006
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2007
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Source: Data are collected in OCR's Case Management System throughout the fiscal year ( October 1 - September 30)
Frequency: Other.
Next Data Available:
October 2006
Data Validated By: On-Site Monitoring By ED.
Explanation: This a new efficiency measure for 2006. The FY 2007 target will stay at 25% until baseline data are received. While OCR is able to resolve the majority of complaints in 80 days, some cases are so complex and/or sensitive that they cannot be resolved within that timeframe. OCR wants no more than 25% of its pending complaint caseload to be over 180 days.
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Last Modified: 01/27/2006