|
 |
|
|
 |
|
||||||||||
| Program Goal: To ensure equal access to education and promote educational excellence throughout the nation through the vigorous enforcement of civil rights. |
| Objective 1 of 2: To provide high-quality customer service throughout the case-resolution process. |
| Indicator 1.1 of 1: Customer response: The percentage of customers satisfied with OCR's service based on a survey. |
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. |
||||||||||||||||||||||
| Objective 2 of 2: To obtain results by the efficient management of civil rights compliance activities. |
| Indicator 2.1 of 2: Resolution of complaints: The percentage of complaints resolved within 180 days of receipt. |
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. |
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Indicator 2.2 of 2: Resolution of Complaints over 180: The percentage of pending complaint caseload over 180 days old. |
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. |
|||||||||||||||||
