Performance Metrics & Goals

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 Health and Human Services 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

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

 

Executive Office of Health and Human Services - Secretary Marylou Sudders

AGENCY

METRIC

TARGET

Department of Children and Families

Children kept safe from repeat maltreatment

94.6% of child victims of abuse/neglect are kept safe from subsequent acts of abuse/neglect for 6 months

Department of Children and Families

Permanency in 12 months for children exiting DCF care

75.2% of children exiting to reunification will have been reunified in less than 12-months from their entry into care.
Department of Children and Families

Children adopted within 24 months

36.6% of children, who cannot be reunified with their biological family, will be adopted within 24 months

Department of Developmental Services

Number of DDS clients employed in the community

5% increase

Department of Developmental Services

Number of individuals/families who self-direct their services

11% increase

Department of Developmental Services

Number of individuals in a shared living placement

19% increase

Department of Developmental Services

Maximize the number of individuals enrolled in our three waivers

99% enrollment rate

Department of Mental Health

Percent of adults receiving Clubhouse services who are competitively employed

25%

Department of Mental Health

Percent of DMH enrolled youth receiving caring together continuum services who remain in the community without hospitalization

80%

Department of Mental Health

Processing time of service authorization decisions

85% of adult service authorization decisions made within 90 days of application

90% of child/adolescent service authorization decisions made within 90 days of application

Department of Public Health

Processing time of patient applications for the Medical Use for Marijuana Program

95% of applications processed in 14 days or less of receipt

Department of Public Health

Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 15-20 minutes

50% of calls answered <15 minutes

75% of calls answered <20 minutes

80% of calls answered <30 minutes

Department of Public Health

Percent of families reporting that Early Intervention Services enable them to help their child develop and learn

95%

Department of Transitional Assistance

In-person wait time

75% of clients visiting the DTA office will wait 25 minutes or less

Department of Transitional Assistance

Telephone wait time

75% of callers connecting to the DTA via the Assistance Line will wait 25 minutes or less

Department of Transitional Assistance

Cases closed for employment

10% increase in TAFDC cases closed due to earned income

Department of Youth Services

Number of committed youth that pass the English Language Arts MCAs.

90%

Department of Youth Services

Number of assaults of staff by youth in the DYS operated residential programs

Reduce by 5%

Department of Youth Services

Number of committed youth remaining in the community for 90 consecutive days from re-entry date

Increase by 5%

Department of Elder Affairs

Percent of callers who rate Information and Referral  as good or excellent in helping them access the information and/or services they need

97%

Department of Elder Affairs

Percent of home delivered meal participants who report that the meals help them to live independently

80%

EOHHS/

 

MassHealth

Call wait time for members and applicants at the MassHealth Customer Service Center

Average 5 minutes or less to speak with a customer service representative

EOHHS

 

/MassHealth

Rating of MassHealth customer service satisfaction on a  scale of 1 to 10

Average rating of 8.0

EOHHS/

 

MassHealth

Members access to needed care

Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2016

Massachusetts Commission for the Blind

Number of legally blind individuals receiving blindness critical specialized wrap-around services (Orientation and Mobility, Rehabilitation Teaching & Assistive Technology) leading to productive independence and full community participation

Increase by 10%

Massachusetts Commission for the Blind

Number of legally blind students participating in Pre-employment Transition programs, as defined under the Workforce Innovation and Opportunity Act, and agency sponsored internships

Increase by 15%

Massachusetts Commission for the Blind

Number of business employers Partnering with MCB

Increase utilization by 10%

Massachusetts Commission for the Deaf & Hard of Hearing

Number of filled interpreter/CART requests for medical, legal and substance use disorder services

Increase by 25%

Massachusetts Commission for the Deaf & Hard of Hearing

Number of clients receiving accessible state agency services at MCD

Increase by 25%

Massachusetts Rehabilitation Commission

Percent annual growth in the number of high school students with disabilities served by MRC’s Vocational Rehabilitation Program

20% annual increase in the number of high school students with disabilities receiving VR services, including pre-employment transition services

Massachusetts Rehabilitation Commission

Percent of individuals with disabilities transitioning from skilled nursing homes and facility-based care to the community and receiving ongoing support services in the community

15% annual growth in consumers transitioned and supported in the community

Massachusetts Rehabilitation Commission

Processing time of SSA disability claims for Massachusetts citizens

97% of disability claims for Massachusetts citizens processed in 90 days or less

Office for Refugees and Immigrants

Percentage of refugees attaining employment through Refugee Employment Services who are “early employed”

43% employed within four months of arriving in the United States

Office for Refugees and Immigrants

Percentage of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date

86%

Office for Refugees and Immigrants

Percentage of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam

65%

Department of Veterans' Services

Processing time of an application for Veteran’s financial assistance benefits, also known as chapter 115 benefits    

95% of applications processed in 20 days or less

 

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.