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 of Public Safety & Security 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.

Public Safety & Security - Secretary Daniel Bennett

AGENCY

METRIC

TARGET

State 911 Department (E911)

Conversion to Next Generation 911 system

Convert all 241 PSAPs to the Next Generation 911 project by Oct. 31, 2017.  66 have been converted as of March 1, 2017.

State 911 Department (E911)

Total number of PSAPs in the Commonwealth

Decrease the number of PSAPs in the Commonwealth from 241 to 230 through regionalization and consolidation.

Executive Office of Public Safety and Security Information and Technology

Establish EOPSS Enterprise Information Security Awareness Training Program

Create and launch a new training program for information security awareness - to be delivered annually to all EOPSS personnel.

Executive Office of Public Safety and Security Information and Technology

Timely response to business requests for new services or features

Improve response time from 75 days to 60 days for business requests for new services or features.

Executive Office of Public Safety and Security Information and Technology

Ensure the availability of processing capabilities

To maintain infrastructure and applications available 99.999 % during peak business hours and improve to no less than 98.5% time during non-peak business hours (inclusive of scheduled down time for maintenance).

Office of Grants and Research (OGR)

Increase community outreach

 

Increase on-site field presence with grant recipients and stakeholders by 10% via site visits, task force meetings, and community events.

Office of Grants and Research (OGR)

New public safety related grant opportunities. 

 

Apply for 3 new public safety grant opportunities in FY2018.

Office of the Chief Medical Examiner (OCME)

Turnaround time for completion of death certificates and autopsy reports

90% of death certificates and autopsy reports completed in 90 days for CY 2017.

Office of the Chief Medical Examiner (OCME)

Backlog in both death certificates and autopsy reports for calendar years 2011 through 2016

Reduce backlog in both categories for CY 2011 through CY 2016 by 50%.

MA State Police Crime Lab (MSPCL)

Post-Mortem Toxicology Testing for the OCME

Maintain target for 90% of analytical reports issued to OCME within 30 calendar days of cases submissions.

MA State Police Crime Lab (MSPCL)

Biological Screening of Reported Sexual Assault Cases

Maintain target of 80% within 90 days, 100% within 120 days.

MA State Police Crime Lab (MSPCL)

Backlog of Drug Identification Cases

Maintain target to decrease backlog by 20%.

Department of Criminal Justice Information Systems (DCJIS)

Average number of business days needed to process an out-of-state firearms license

Reduce the turnaround time by a minimum of 5 business days from the current average of 60 days as of March 1, 2017.

Department of Criminal Justice Information Systems (DCJIS)

Screen CORI records in the iCORI Record Screening queue within 2 business days

Increase screening to 82% of CORI records in the iCORI Record Screening queue within 2 business days.  Currently screening 80% as of March 1, 2017.

Department of Criminal Justice Information Systems (DCJIS)

Respond to microfilm record requests within 4 business days.

Increase response to 85% of microfilm record requests within 4 business days.  Currently at 80% as of March 1, 2017.

Department of Fire Services (DFS)

Number of students completing courses delivered by the Massachusetts Fire Academy

Increase by 5% over FY 2017, currently reporting a 45% increase as of March 1, 2017.

Department of Fire Services (DFS)

Hazardous Materials Team response times

Maintain the 1.45-minute reduction achieved in CY2016 for CY2017.

Department of Fire Services (DFS)

Fire Safety Division field engineer construction site visits

Increase by 15% over FY2017

Department of Correction (DOC)

Increase the percentage of eligible inmates that participate in Medication Assisted Treatment (MAT) prior to release

Increase to 13% by June 30, 2018, from 10% as of March 1, 2017.

Department of Correction (DOC)

Decrease the clinical recidivism rate for Section 35 offenders at the relocated MASAC at MCI-Plymouth.

Decrease from 40% to 35% for FY2018.

Department of Correction (DOC)

The number of Non-DOC vehicles serviced by the DOC vehicle repair shops

Increase 20 %, by adding a portion of the Massachusetts Department of Conservation & Recreation fleet.

Department of Public Safety (DPS)

Elevator certificate compliance rate

Maintain the compliance rate for elevator certificates at 95%.

Department of Public Safety (DPS)

License production time

Process all license applications within 3 business days of receipt.

Department of Public Safety (DPS)

Building Certificate Compliance rate

Increase compliance rate for State Owned Facilities to over 90% with a shared goal of 95% between State and Privately Owned Locations.

Department of Public Safety (DPS)

Boiler & Pressure Vessel Certificate Compliance Rate

Increase the compliance rate of all B.P.V. certificates to 85% from 80% as of March 1, 2017.

Massachusetts Emergency Management Agency (MEMA)

Increase the number of residents and public safety partners who receive MEMA's situational awareness statements and emergency information/alerts

Increase the number of recipients by 10% over CY 2016 total.

Massachusetts Emergency Management Agency (MEMA)

Increase MEMA's disaster preparedness communications to the public

Increase disaster preparedness communications by 10% in CY2017, over total of 549 in CY2016.

Massachusetts National Guard (MANG)

90% Ready Resilient Available Army and Air National Guard force to respond to the Governor’s call for domestic operations in a State Active Duty status.  This is achieved through Personnel Readiness, Recruiting and Retention, Education and Training and Force Composition capabilities

Sustain or exceed 90% throughout the entire fiscal year.

Municipal Police Training Committee (MPTC)

Recruit police officer graduating with a cumulative test score of 90% or higher

90% or more students officers achieving an overall score of 90% or higher during their recruit (new officer) training

Municipal Police Training Committee (MPTC)

Number of police officers attending in-service training who rate the training 4 or above on a 5-point scale

100% of veteran (incumbent) police officers who rate their mandatory in-service training as 4 or above

Massachusetts Parole Board (PAR)

Decrease the % of inmates waiving or postponing their parole hearing

Target for FY2018 remains to reduce the number to below 50% in HOC's and 40% in DOC.

Sex Offender Registry Board (SORB)

Increase number of Classification Hearings conducted on a yearly basis

660 Classification Hearings completed in FY18 (up from 585 targeted in FY17).

Sex Offender Registry Board (SORB)

Reduce duration of time from Classification Hearing to Decision Publication

Maintain 45-60 day timeframe from Classification Hearing to Decision Publication.

Sex Offender Registry Board (SORB)

Improve Community Outreach

Track community outreach initiatives for FY17 and FY18 and increase them by 30%.

 

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.