Performance Details

Department of Administration

Mission

The mission of the Department of Administration is to provide consistent and efficient support services to state agencies so that they may better serve Alaskans. AS 44.21.010-045

Core Services

  • Legal, Advocacy and Regulatory Services.
  • Family Support
  • Enterprise Support Services

Arrow GraphicResults

Core Services
A: Provide consistent and efficient support services to state agencies so that they may better serve Alaskans.  Details >
A1: Legal, Advocacy and Regulatory Services.  Details >
A2: Family Support  Details >
  • TARGET #1: Housing options are available for all Public Guardian clients.
A3: Enterprise Support Services  Details >
  • TARGET #1: 5 year trend of cost growth for core government support services.
  • TARGET #2: Percentage of customer services satisfaction for internal core government support services customers

Performance Detail


A: Result - Provide consistent and efficient support services to state agencies so that they may better serve Alaskans.

A1: Core Service - Legal, Advocacy and Regulatory Services.
    
Target #1: Reduce wait times to 20 minutes or less.

Methodology: *FY2012 data is from January June 30, 2012 due to installation of new queuing system. The information from the previous system is not available.

Average Wait Time at Motor Vehicles
Fiscal Year % Served 20 Min or less
FY 2014
49.8%
FY 2013
59%
FY 2012
49.9%
FY 2011
71.8%

Analysis of results and challenges: For FY2014 the average wait time for all locations was 27 minutes. The percentage of customers that were served in less than 20 minutes was 49.8%.

(Each of the 16 Division of Motor Vehicle office locations received an updated queuing system by May 2012. The data collected in previous years was based on the old queuing system that was installed in only seven office locations, This skewed statistics. DMV's new queuing system allows for accurate tracking of transactions and wait times in all DMV locations. FY2013 was the first year complete statistics were available.)

A2: Core Service - Family Support
    
Target #1: Housing options are available for all Public Guardian clients.


Public Ward With Shelter Available to them
Fiscal Year % of Clients w/Shelter
FY 2014
99%
FY 2013
99%
FY 2012
100%
FY 2011
100%
FY 2009
97%

Analysis of results and challenges: In Fiscal year 2014, 99% of Public Guardian clients did have shelter. The Agency continues to assure that Public Guardian clients have access to shelter.

A3: Core Service - Enterprise Support Services
    
Target #1: 5 year trend of cost growth for core government support services.

Methodology: Based on Conference Committee

Five Year Cost Growth Trend
Fiscal Year YTD Total
FY 2014
3.66%
FY 2013
4.30%

Analysis of results and challenges: The budgeted costs growth trend for the Department of Administration beginning in fiscal year 2009 through conference committee for fiscal year 2014 has maintained an average trend of 3.695%. This is a reduction from fiscal year 2013 of .64%
    
Target #2: Percentage of customer services satisfaction for internal core government support services customers


Customer Service Satisfaction
Fiscal Year YTD Total
FY 2013
76.6%
FY 2012
79.4%

Analysis of results and challenges: The Department of Administration (DOA) surveyed all Administrative Services Directors. The survey was constructed to seek customer service satisfaction data for 5 of DOA's enterprise divisions, Finance, General Services, Personnel, Enterprise Technology Services and Risk Management.

The 4 areas surveyed were customer service, timeliness, quality, and cost/value of service. On a scale of 1 to 10, there was an overall customer service satisfaction reported of 76.6%. This represents a 2.8% reduction from FY2012.

 

Current as of August 6, 2014