Performance Details

Department of Revenue - Permanent Fund Dividend Division

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Mission

The mission of the Permanent Fund Dividend Division is timely payment of dividends to eligible Alaskans.

Core Services

• Gather and analyze workforce statistics to improve the allocation of resources between public response and eligibility case work
• Increase use of online application and support services to improve customer response time and reduce manual processes
• Reduce mailed requests for information by increasing in-person contact
• Increase effectiveness of eligibility staff

Mission Results	Core Services
A: Public response and eligibility determination workloads are balanced  Details > TARGET #1: 85% of current dividend year eligibility cases are reviewed by September 15.	A1: Gather and analyze workforce statistics to improve the allocation of resources between public response and eligibility case work  Details > TARGET #1: Reduce the number of unreviewed cases as of September 15th compared to previous year. A2: Increase use of online application and support services to improve customer response time and reduce manual processes  Details > TARGET #1: Increase percentage of applications filed online, number of electronically signed applications using "myAlaska" and number of users of "My PFD Info" as compared to previous year.
Mission Results	Core Services
B: Administrative costs do not increase  Details > TARGET #1: Maintain or reduce administrative costs from year to year.	B1: Reduce mailed requests for information by increasing in-person contact  Details > TARGET #1: Reduce mailed requests for information.
Mission Results	Core Services
C: Informal appeals decisions are rendered timely  Details > TARGET #1: 100% of informal appeals decisions are rendered within 180 days of receipt.	C1: Increase effectiveness of eligibility staff  Details > TARGET #1: Reduce the percentage of appeals that result in overturn of the denial.

Performance Detail

Target #1: 85% of current dividend year eligibility cases are reviewed by September 15. Methodology: Statistics are shown through September 15 of the calendar year in which the dividend is paid. PFD Eligibility Caseload Year Cases Created by 9/15 Cases Closed by 9/15 Pending Applicant Respon # Cases Reviewed by 9/15 % Cases Reviewed by 9/15 2018 248,251 112,329 17,140 129,499 89.8% 2017 251,368 167,589 14,146 181,735 89.9% 2016 182,952 153,332 11,895 165,227 90.3% 2015 174,129 128,547 17,718 146,265 83.9% 2014 306,365 252,251 23,814 276,065 90.1% 2013 139,254 108,142 27,175 135,317 97.2% 2012 161,176 122,824 21,990 144,814 89.8% Analysis of results and challenges: In 2018, we experienced a similar number of cases created from the prior year. The number of cases closed by September 15th, however, decreased significantly as we began working cases on a "project" basis. This caused larger chunks to be closed at a time, but timed the closing of those cases slightly later in the year. We were still able to accomplish the performance goal of 85% by September 15th.

Target #1: Reduce the number of unreviewed cases as of September 15th compared to previous year. Comparison of Unreviewed Cases to Public Response Needs Year Unreviewed Cases 9/15 Queue Calls Answered Customer Walk-ins Email Responses 2018 15,014 31,688 63,621 15,790 2017 20,383 36,672 62,385 14,859 2016 17,725 28,452 68,662 14,569 2015 27,864 59,307 77,079 22,310 2014 30,300 72,564 82,103 22,745 2013 3,937 67,421 73,485 11,293 2012 16,410 75,184 81,229 14,215 Analysis of results and challenges: In 2018, we ceased the use of the third party audit from 2017, and were able to accomplish one of our lowest number of unreviewed cases by September 15th. We had slightly more walk ins and e-mails, however our goal as a division is that those contacts with the public are meaningful versus information that could be provided by other means (website, phone tree, etc.). The fact that we accomplished more reviews leads us to believe that our contacts were more meaningful than in prior years.

Target #1: Increase percentage of applications filed online, number of electronically signed applications using "myAlaska" and number of users of "My PFD Info" as compared to previous year. PFD Applicant Use of Online Services Year % Online Applications # Hits to My PFD Info # of e-signatures 2018 83.2% 924,409 394,128 2017 82.6% 744,404 389,665 2016 81.3% 842,429 409,805 2015 81.6% 801,608 353,406 2014 82.9% 856,152 336,898 2013 83.3% 863,989 418,995 2012 82.1% 1,231,719 420,039 Analysis of results and challenges: Thanks to the hard work of our programmers answering to the public feedback, the online application continues to grow in popularity. Every percentage represents work that our technicians no longer have to manually enter, as Alaskans take the application into their own hands. The benefits to online filing have been advertised in various ways across the state since 2016, attempting to share with Alaskans that web filing provides a much less confusing application due to the logic we are able to incorporate. Not only does it allow for ease when filing, it also provides the opportunity to use myPFD to check on the status, or make small changes. In 2018, we were thrilled to see a large increase in those utilizing myPFD. That represents nearly 1 million inquiries that allowed people to independently receive answers to their PFD questions. The electronic signatures also increased, however slightly. In the upcoming season, we anticipate a huge jump as we eliminate some of the myAlaska barriers that have made online signing confusing for Alaskans. We plan to validate signatures in-house due to the large amount of information that we have to confirm identities.

Target #1: Maintain or reduce administrative costs from year to year. Methodology: Calendar/dividend year is used for Permanent Fund dividend (PFD) application and payment statistics. Appropriations are based on state fiscal year and become effective on July 1 of the dividend year shown. *Total PFD appropriation includes funding for fiscal notes, prior year supplementals, and new capital appropriations. **Number of applications received by the Permanent Fund Dividend Division at time of dividend calculation. Estimated Cost per Dividend Paid Fiscal Year Dividend Year Total PFD Appropriation* #Applications Received** Estimated # PFD's Paid Estimated Cost Per PFD FY 2019 2018 $8,323,000 670,759 639,247 $13.02 FY 2018 2017 $8,218,800 672,243 640,245 $12.84 FY 2017 2016 $8,340,100 675,531 643,678 $12.96 FY 2016 2015 $8,521,400 676,379 644,511 $13.22 FY 2015 2014 $8,245,500 677,114 641,489 $12.85 FY 2014 2013 $8,290,900 672,951 640,249 $12.95 FY 2013 2012 $8,221,000 677,733 646,805 $12.71 Analysis of results and challenges: The Division saw a slight increase this past year as we incorporated a new program into the application. This was the first full application and filing season that fully supported the Automatic Voter Registration. This included some extra programming, as well as reporting as we worked out the logistics during our first season being merged with Division of Elections. We also chose to initiate an advertising campaign that began Phase 1 of our paper light initiative. This brought awareness to the cost of paper, and highlighted the benefits of online filing.

Target #1: Reduce mailed requests for information. Methodology: Calculated as a percentage of requests to number of applicants as of September 15. In 2016, it was identified that the Mailed Requests for Information calculation did not include all mailed requests sent to applicants. The chart above has been recalculated for the past 5 years to show more accurate numbers. Use of Mail for Information Requests Year #Applications Received** Mailed Requests for Info % Mailed Requests 2018 670,759 83,262 12.41% 2017 672,243 65,607 9.76% 2016 673,617 67,449 10.01% 2015 676,379 132,310 19.56% 2014 674,632 117,289 17.38% 2013 670,865 112,727 16.80% 2012 677,865 86,359 12.73% Analysis of results and challenges: This past year, we saw an increase in the mailed requests that were sent from the division. This was partly due to a struggle to receive electronic signatures from online applications. Much of the mail sent from the division requested a simple signature page. This number would have been much higher had we not built in the ability to send e-mailed Requests for Information (RFI). Once again, as we move towards more technological solutions, we anticipate a decline in these for 2019. The e-mails were a "test run" this year, and proved to be successful, and more time efficient for Alaskans.

Target #1: 100% of informal appeals decisions are rendered within 180 days of receipt. Informal PFD Appeals Decisions Rendered Fiscal Year Informal Appeals Closed Within 180 Days More than 180 Days FY 2018 3,699 3,692 7 FY 2017 3,976 3,976 0 FY 2016 3,458 3,458 0 FY 2015 3,305 3,305 0 FY 2014 2,440 2,440 0 FY 2013 2,500 2,498 2 Analysis of results and challenges: Staff turnover and extended absences contributed to fewer informal appeals cases closing in FY18. 7 informal appeals cases were closed past 180 days, each by only a few days. With new management overseeing appeals, steps are being taken to avoid this in the future. This figure contains data from 2018, as the Permanent Fund Dividend Division is still processing 2019 applications and is unable to provide complete data.

Target #1: Reduce the percentage of appeals that result in overturn of the denial. Methodology: Data is collected at the end of the calendar year. Denials Overturned During Informal Appeal Process Year Informal Appeals Rec'd # Overturned Denials % Overturned 2018 4,089 2,824 69.1% 2017 3,815 2,761 72.4% 2016 4,934 2,792 56.6% 2015 3,931 2,550 64.9% 2014 2,646 1,383 60% 2013 2,375 1,591 58% 2012 2,606 1,483 69% Analysis of results and challenges: The Division was happy to see a decline in the percentage of overturned cases. A lower percentage in that category indicates a higher level of accuracy in the Eligibility unit. Although the overall number of Appeals increased slightly, we are happy with what the percentage represents. The increase in Appeals is indicative of the prior year's use of a third party audit. Even with that audit conducted, the division proved its effectiveness through a continued decrease in the percentage of overturns.

Current as of December 18, 2019