There is a sense of eager anticipation here at the Department of Administration not unlike what an athlete feels in the moment before the starting bell clangs. All the hard work and dedication, the introspection and commitment, are about to turn into something truly special.
That something, of course, is not a medal but the outcomes of DOA’s comprehensive Strategic Plan. Grounded in realistic missions and measurable goals, our Divisions are ready to set government straight by streamlining services, increasing efficiencies and finding better ways to serve other state agencies, state employees, our communities and our fellow citizens.
Our new Performance Management website was recently launched as the public repository of our measures and outcomes, each of which were developed with a Division’s specific mission, services and audience in mind. Aspects of the site are still in development, but each Division has set ambitious goals to improve the way they do business or provide advocacy.
Combined, these efforts form the core of our key Department-wide goals:
• Decrease average review and processing time by more than 100 days across the Department in 2010.
• Increase effectiveness of our advocacy programs by exceeding 75 percent of our targets in 2010.
• Achieve customer satisfaction rate of 80 percent in 2010.
We invite you to follow along with us to see how our Divisions meet and hopefully exceed goals – or adjust seemingly ideal plans in light of everyday realities. This is not a sprint but rather a measured, consistent reach toward an overall objective of doing more with less, and doing it best.
Note: Kevin McLaughlin becomes Deputy Chief of Staff to Gov. Bev Perdue on March 8.