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 Executive Office of Education 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. By March 1, 2017, the agencies will report on their progress toward achieving these targets.
Executive Office of Education - Secretary James A. Peyser
|Department of Elementary and Secondary Education (ESE)||Teachers||Cycle time from submission of licensure application to completion of review and notification of applicant||Two-weeks during non-peak periods (January-May and mid-Sept-Dec) and four-weeks during peak periods (June-early Sept)|
|Department of Elementary and Secondary Education (ESE)||School Districts||Cycle time from request for grant funds to date processed on MMARS||Process all payments within 10 days of receipt of the request|
|Department of Higher Education (DHE)||Private Colleges||Cycle time for decisions on approval of new academic programs at private institutions through the ‘Notice of Intent’ Process||Average number of days from complete application to decision <10 days, with no decision taking longer than 30 days|
|Department of Higher Education (DHE)||Parents and Students||Cycle time for resolution of financial aid inquiries (services or resources) during peak season (April-September)||60% within 24 hours; 75% within 48 hours: and 100% within 72 hours|
|Department of Early Education and Care (EEC)||Early Education Providers||Cycle time for licensed early education programs to receive written results following routine licensing visits.||Results available within an average of seven days as of May 15 and three days by September 1|
|Executive Office of Education (EOE)||School and District Staff||Usage of data and reports from Edwin Analytics||Double the number of reports downloaded from Edwin, to 114,000 annually (excluding student assessment reports)|
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.