The Administration is working hard to improve your experience with state government. To that end, A&F 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.
A&F’s Fiscal Year 2023 Performance
Executive Office for Administration and Finance (A&F)
| FY23 Metric | FY23 Target |
|---|---|
| Target Sign and maintain a balanced operating budget through FY 2023 (6/30/2023) | FY23 H2 |
Appellate Tax Board (ATB)
| FY23 Metric | FY23 Target |
|---|---|
| Reduce number of pending appeals | Reduce pending appeals by 10% |
| Cases settled relating to mediation requests | Increase case settlements relating to mediation requests by 10% |
| Increase number of hearings outside Boston, including virtual hearings | 15% increase in number of hearings scheduled outside Boston, including virtual hearings |
Civil Service Commission (CSC)
| FY23 Metric | FY23 Target |
|---|---|
| Maintain Average Age of Pending Appeals | Ensure that average age of pending appeals does not go above 35 weeks |
| Ensure that total number of pending appeals does not increase | Close out the same number of new appeals that are filed |
Department of Revenue (DOR)
| FY23 Metric | FY23 Target |
|---|---|
| Tax: Timely processing of refunds | 4-6 weeks for e-file returns claiming a refund, 8-10 weeks for paper filed returns claiming a refund |
| Tax: Timely processing of returns | 90% of e-file returns will be processed in less than 1 week |
| CSE: Increase rate of current support compliance | Achieve current support compliance rate of 72% |
| CSE: Improve customer service delivery | Increase the number of customers served at the Virtual Counter by 25% |
| DLS: Tax Rate processing time | 85% within 5 business days |
| DLS: Balance Sheet (Free Cash) processing time | 70% within 10 business days |
Division of Administrative Law Appeals (DALA)
| FY23 Metric | FY23 Target |
|---|---|
| Reduce the inventory of retirement cases and rate setting cases | 15% reduction in the inventory of retirement cases and 10% reduction in the inventory of rate setting cases |
Division of Capital Asset Management and Maintenance (DCAMM)
| FY23 Metric | FY23 Target |
|---|---|
| Contractor recertification and new certification | Achieve 75% of all contractor certification and recertification in 75 days or less |
| Percentage of major projects with a Change Order Rate of 12% or less | 75% |
Group Insurance Commission (GIC)
| FY23 Metric | FY23 Target |
|---|---|
| Leverage the ongoing rollout of the new member benefits portal through MyGICLink to increase the amount of eligible subscribers registering for benefits through the portal. | 33% of total eligible subscribers to register through the online MyGICLink member portal |
Human Resources Division (HRD)
| FY23 Metric | FY23 Target |
|---|---|
| Median number of days for the Investigations Center of Excellence (COE) to complete investigations | 60 days |
| Percentage of Commonwealth executive branch employees who are active users of MassAchieve Learning Management System | Target: 75% |
Massachusetts Office on Disability (MOD)
| FY23 Metric | FY23 Target |
|---|---|
| Inquiries-Track level of Inquiries- If any MOD staff person is asked a question either by an individual, government agency, or other entity and the MOD staff person answers the question then that would be considered an Inquiry for tracking purposes. This could be done via telephone, electronically, in person or with hard copies. | 4,100 inquiries is the goal |
| Presentations-Maintain number of overall trainings and presentations with individuals or groups and being on a panel or being a speaker at a conference or other forums. | 170 trainings/presentations remains the goal |
| Partnerships-Measure collaboration and/or consultation between MOD and any other state agency division | 100 Partnerships |
| Publications- Bulletins, blogs, fact sheets, and memorandums | 10 publications |
Operational Services Division (OSD)
| FY23 Metric | FY23 Target |
|---|---|
| Achieve full adoption of the Contract Lifecycle Management application across the Executive Departments | |
| Reduce vehicle fleet by 50 units and replace an additional 20 units with BEV's |
State Library (LIB)
| FY23 Metric | FY23 Target |
|---|---|
| Provide access to more online legal resources and newspapers | Increase the number of databases to the collection |
| Continue to provide access to digitized special format materials and state documents published by Massachusetts state agencies | Display one new plate every month |
| Install new exhibition case for conserved Audubon Birds of America plates; create plan for rotating display in main Library | Display one new plate every month |
| Increase availablity of newly-digitized special format materials by updating cataloging and depositing in DSpace | Complete 50% of newly-digitized materials |
Supplier Diversity Office (SDO)
| FY23 Metric | FY23 Target |
|---|---|
| Increase number of strategic partnerships between diverse businesses and prime vendors/agencies that result in sales | Create 50 new strategic partnerships |
Data Performance Metrics FY19 and Older
Contact for The Executive Office for Administration and Finance (A&F) FY23 data-driven performance
Online
Phone
Open M-F 9 a.m.-5 p.m.
Fax
(617) 727-2779
Address
24 Beacon Street, State House, Room 373, Boston, MA 02133