About the Performance Management Program

The Baker-Polito administration is committed to improving the experience citizens have with state government in a measurable way. Each agency is tasked with identifying its critical citizen-facing services and publicly reporting its ability to deliver a better experience for the customer. By focusing on speed, simplicity and efficiency, agencies can improve service delivery and customer satisfaction with state government services.

In accordance with Chapter 6A of the General Laws (as amended by Section 8 of Chapter 46 of the Acts of 2015), the agencies of the Executive Office for Administration and Finance have identified the following metrics and targets. At the direction of Governor Baker, each agency has identified 1-3 customer-focused metrics and a target improvement of those metrics. 

Performance Metrics

Fiscal Year 2017 Performance Goals, Metrics and Progress

By March 1, 2018, the agencies will report on their progress toward achieving the FY18 targets.

Executive Office for Administration and Finance —Secretary Kristen Lepore




Executive Office for Administration and Finance (A&F)

Develop and manage a balanced FY 2018 operating budget

Sign and maintain a balanced operating budget through FY 2018 (6/30/2018)

Division of Administrative Law Appeals (DALA)

Reduce number of cases in retirement-case backlog

10% reduction in backlog of retirement cases


Appellate Tax Board (ATB)

Reduce number of pending appeals

Reduce combined inventory to 5,500 appeals (non-telecom cases)

Schedule Mediation sessions

Schedule 70 Mediation sessions

Increase number of hearings scheduled outside of Boston15% increase in number of hearings scheduled outside of Boston


Civil Service Commission (CSC)

Timely dispose of appeals

Dispose of 80% of all appeals filed within 9 months

Reduce percent of decisions overturned

Ensure that less than 3% of all decisions issued are overturned





Division of Capital Asset Management and Maintenance (DCAMM)

Reduce time from project initiation to construction contract signing - small projects

80% of capital projects managed by DCAMM's Small Project Team will complete initial phases (study-design-construction- procurement) within 25 weeks (from 75 weeks)

Increase percent of projects utilizing new online MBE/WBE and Workforce program

100% of all projects in active design and construction at the end of FY2018 will be using the new online MBE/WBE and Workforce reporting system

1. Increase online certification applications/renewals

2. Reduce processing time for online certification applications/renewals

1. Ensure that 90% of all new certification applications/renewals are completed online

2. 80% of all certification applications/renewals submitted online will be processed within 60 days of completed submission (from 90 days)





Department of Revenue (DOR)


Process returns timely

4-6 weeks for e-file returns, 8-10 weeks for paper filed returns

75% of e-file returns will be processed in less than 1 week

Reduce the amount of time from creation of a child support enforcement case to establishment

15% reduction

Increase the number of child support cases that reach establishment

10% increase

Increase percent of tax rates approved by the Division of Local Services by 12/1

60% approved by 12/1

Group Insurance Commission (GIC)

Achieve savings in the Employee Group Waiver Program

Produce savings of $8.5M in the Employee Group Waiver Program 



Human Resources Division (HRD)

Reduce time to fill bargaining unit positions and management positions MI – MIV

31% reduction in time to fill (61 days)

Reduce time to fill mid and senior management positions (MV and above)

43% reduction in time to fill  (80 days)


Massachusetts Office on Disability (MOD)

Maintain service levels for intake and advocacy calls in light of reduced workforce

3,400 intakes with 360 instances of technical assistance/advocacy

Increase number of overall training opportunities

26% increase in overall training opportunities



Operational Services Division (OSD)


Increase number of registered businesses in COMMBUYS

Increase to 25,500 by June 30, 2018

Increase level of annual spending captured in COMMBUYS

Increase to $395M by June 30, 2018

Increase number of businesses enrolled in the Small Business Purchasing Program

Increase number of small businesses to 3,500 by June 30, 2018


State Library

Increase number of transcribed House and Senate Journals

Increase transcribed House and Senate Journals to 20,000

Increase number of scanned state and municipal reports

Increase scanned state and municipal reports to 1,000


Section 8 of Chapter 46 of the Acts of 2015 

SECTION 8. Chapter 6A of the General Laws is hereby amended by striking out section 4A, as appearing in the 2014 Official Edition, and inserting in place thereof the following section: - Section 4A. In coordination with the office of the governor, each secretary shall, at the executive office and agency level: (i) develop measurable, outcome-based performance goals and a focused set of performance metrics to track progress and execution; (ii) measure performance on an ongoing basis against the goals and metrics; and (iii) establish strategies to improve government performance informed by the goals and metrics. Each secretary shall, in coordination with the office of the governor, make the performance goals and the secretary’s progress in reaching those goals available annually online not later than March 1.