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 2019 203,114 157,782 9,253 167,035 82.2% 2018 147,780 112,329 17,140 129,499 87.6% 2017 202,118 167,589 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% Analysis of results and challenges: The 2019 season was relatively successful for us as a division. Because of the new paper application, we ran into a few snags that caused a significant amount of manual clean up to be performed by the technicians. Because of this, we were slightly below our expected 85% by September 15th. Due to an increased number of pages on the application, there were a number of individuals who did not submit all pages, causing a lag in the completion of paper application processing. This directly impacts the completion of manual cases.

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 2019 36,079 37,063 67,679 29,605 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: Because of the changes with the paper application, we increased public contact in all areas. Not only did the paper application change, but it was paid at a later date, which also led to questions on when their eligibility would be made. Needless to say, more resources were put towards public contact, allowing for less work put towards eligibility determination.

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 2019 84.4% 1,084,748 514,839 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 Analysis of results and challenges: The 2019 season was extremely successful in getting Alaskans to utilize online methods of business. We increased in all categories; online filing, utilizing myPFD, and signing their PFD electronically. Although the filing season began with a technological issue, the Division was able to quickly regain the trust of Alaskans, and found that more people online filed than in previous years. We also offered an incentive to online file by ensuring that those Alaskans would be paid in the first payment run of October.

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 2020 2019 $8,329,400 678,287 638,414 $13.04 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 Analysis of results and challenges: There is a small increase in the application cost due to increased service costs which include central mail and printing services, and services provided by the Office of Information Technology. We also utilized an advertising firm to notify Alaskans of changes in not only the application, but payment of PFDs.

Target #1: Reduce mailed requests for information. Methodology: Calculated as a percentage of requests to number of applicants as of September 15. Use of Mail for Information Requests Year #Applications Received** Mailed Requests for Info % Mailed Requests 2019 676,901 55,384 8.18% 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: In 2019, there was a greater push for applicants to either utilize myPFD, as advertised through an advertising campaign, and to provide e-mail addresses to the division for faster processing. Because of this, we were able to reduce our mailed requests significantly. We also created an application that included common questions that, in prior years, were asked in follow up correspondence. Because these questions were now a part of the standard application, those follow up letters were no longer necessary. This was a huge win for the division, and allowed for faster application processing 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 2019 3,739 3,726 13 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 Analysis of results and challenges: Continued staffing concerns led to the inability to complete all cases within 180 days. An internal audit revealed the processes in place to account for the performance measure were not capturing all relevant data. Immediate corrective action was taken, and new processes now confirm accuracy of our reporting and confirm this was an isolated occurrence. There is no further reason for the delay in completed cases.

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 2019 4,022 2,618 65.1% 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% Analysis of results and challenges: Overturned appeals has decreased again in calendar year 2019, showing a continuing trend with a higher level of accuracy in the Eligibility unit. The number of informal appeals received remains close to calendar year 2018, and of these most were applicants who were denied due to non-response, but then chose to provide responses at the Appeal level. Typically, these overturns are extremely quick, as the applicant has then chosen to provide the necessary, and previously requested, documentation.

Current as of October 13, 2020