Executive Office of Housing and Economic Development (EOHED) FY17 data-driven performance

Learn how EOHED uses data to improve your experience with state government.

The Baker-Polito administration is working hard to improve your experience with state government. To that end, EOHED has been asked to identify our critical constituent-facing services and to track our ongoing efforts to improve their delivery. By selecting key metrics and measuring performance against annual targets, our goal is to provide you with the resources you need as simply, efficiently, and transparently as possible.

You can find out which metrics our agencies are tracking and how they’re performing on this page.

EOHED's Fiscal Year 2017 performance

FY17 Metric

FY17 Target

FY17 Performance 

Institute a formal business calling program, encompassing all state entities that call upon the business communities, including quasi-public agencies, to engage Massachusetts’ top businesses in a coordinated fashion.

Over a 12-month period, the Executive Office of Housing and Economic Development will reach out to the top 50 businesses in the Commonwealth to be responsive to their business needs. Continued support for GE development. Met with 56 significant companies. Continued support for key clusters and employers through Mass Life Sciences Center and Financial Services Advisory Council.


Massachusetts Office of Business Development (MOBD)

FY17 Metric FY17 Target FY17 Performance 
Increase outreach to businesses to better understand the needs of businesses aiming to stay competitive. MOBD staff will hold 300 company meetings, 250 meetings with municipalities, partner organizations, and regional economic development organizations (REDO)’s. MOBD staff as of June 2017 met with 638 companies, and has had 960 meetings with municipalities, partner organizations and REDO’s.   


Massachusetts Office of International Trade and Investment (MOITI)

FY17 Metric FY17 Target FY17 Performance 
To develop new relationships between Massachusetts industries, foreign consulates, and international partners. Organize and attend events with industry groups, federal agencies, and Consulates; including hosting and welcoming visiting dignitaries, foreign officials, and delegations to Massachusetts; measured by hosting 30 familiarization tours and or events, and three international business events. Hosted over 40 delegation visits from 35 different countries, including meetings with Gov/Lt. Gov., co-hosted more than eight events with foreign entities to promote MA and foreign businesses. Managed MA Pavilions at German and UAE Trade Shows. Supported Gov.-led Israeli Trade Mission. 


Office of Consumer Affairs and Business Regulation (OCABR)—Executive Office

FY17 Metric FY17 Target FY17 Performance 
Expand consumer outreach by increasing OCABR and agency consumer education programs and events. Establish partnership with Office of Elder Affairs to expand outreach to the elderly community; and hold 60 consumer outreach events. As of June 30, 2717, a total of 232 outreach sessions held in FY17 across all parts of the state;  61 events were for senior citizens.


OCABR – Division of Banks

FY17 Metric FY17 Target FY17 Performance 
Enable better protections and education for consumers through participation in consumer initiative events including America Saves Week, First Time Home Buyer, and Credit for Life events across the Commonwealth. The Division of Banks will participate in 35 consumer events. As of June 30, 2017, the Division of Banks participated in 37 outreach events. 


OCABR – Division of Insurance

FY17 Metric FY17 Target FY17 Performance 
Reduce turnaround time for consumer complaint resolution, and create a business process for the regular review and revision of consumer guides, etc.  Decrease the response time for consumer complaints by half, and  update the divisions consumer resources guides as a means of being responsive to consumer inquires. Average complaint duration was reduced by 26 percent during this period (177 days vs. 278 days).  DOI has made progress with regard to printed brochures and with revisions and updates to consumer guides, Q&As, etc. on its website. The Division has a plan in place for FY18 that involves DOI staff in multiple sections assisting with the updates to its written consumer and website information, while also keeping focus on timely closing consumer complaints.


OCABR – Division of Professional Licensure

FY17 Metric FY17 Target FY17 Performance 
Reduce the average license application processing time for applications submitted to DPL boards of registration offering licensure in the trades. Relevant DPL boards of registration include: Board of State Examiners of Electricians; Board of State Examiners of Plumbers and Gas Fitters; and the Board of Examiners of Sheet Metal Workers. Process all completed applications submitted to the DPL trades boards within 14 days. Succeeded in meeting this target for all trade board applications.


OCABR – Department of Telecommunications & Cable

FY17 Metric FY17 Target FY17 performance 
Increase educational interactions between the Department and consumers. Establish partnerships with local municipalities and non-profit agencies to raise consumer awareness and increase the number of consumer outreach events. The Department's goal is to conduct 35 outreach events in FY17 The Department has conducted a total of 42 outreach events in partnerships with municipalities and non-profit agencies such as community action programs, Councils on Aging, Senior Centers and local Veterans’ Service Offices.


OCABR – Division of Standards

FY17 Metric FY17 Target FY17 Performance 
Improve the overall process of issuing all licenses and registrations. All properly executed license applications are processed within two days of receipt, reducing the processing time by 50 percent.  All properly executed license applications were processed within two days of receipt.


Department of Housing and Community Development (DHCD) – Executive Office

FY17 Metric FY17 Target FY17 Performance 
Coordinate and collaborate with EOHED, MassDOT, and DCAMM to examine and revise regulations for the disposition of state-owned land to increase affordable housing options. Use two parcels of state-owned land for affordable housing development. Through the Open for Business Initiative, four sites have been designated for housing (all include affordable and/or workforce units):  Beverly, Boston/Kneeland St, Mattapan and Truro. 


DHCD —Division of Community Services

FY17 Metric FY17 Target FY17 Performance
Increase the number of households served Reduce turnaround time on DHCD’s response to appeals by an average of three days. The average response time in FY16 was 29.5 days. The average response time in FY17 was 16.6 days.


DHCD —Division of Housing Development

FY Metric FY Target FY17 Performance 
Increase the number of supportive housing units for homeless families and individuals Produce and/or preserve 150 units.

171 supportive housing units produced/preserved to date.


DHCD —Division of Housing Stabilization

FY17 Metric FY17 Target FY17 Performance 
Improve outcomes for families by maximizing the use of HomeBASE as a diversion strategy to work towards maintaining the elimination of the use of hotels/motels as overflow shelter. Divert 25 percent of Emergency Assistance eligible families from shelter placement through use of HomeBASE household assistance. DHCD diverted 20 percent or 993 families from shelter placement through the use of the HomeBASE household assistance benefit. 


DHCD —Division of Housing and Rental Assistance

FY17 Metric FY17 Target FY17 Performance 
Increase the performance of rental assistance program administrators in order to ensure the highest quality service to the Commonwealth’s low income families. Increase overall performance standards for all Regional Administering Agencies to 92 percent on time and error-free administration and reporting. Average overall performance score is 93 percent. Four of eight Regional Administering Agencies saw a decrease in their errors and late reporting and an increase in their performance scores. 

Help Us Improve Mass.gov with your feedback