The Executive Office for Administration and Finance (A&F) FY23 data-driven performance

Learn how A&F uses data to improve your experience with state government.

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

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