Enterprise Human Resource Services

Customer Utility Board Meeting5 March 2014

Data reporting

performance

Metrics being measured

Road Ahead

Summary

Data Reporting Performance

SLA#1Average time from requisition to fill

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SLA #2 Average turnaround time to deliver a customized PPDB report

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EHRS Quarterly Metrics- SLA Performance Measure #2

10/1/2013 - 12/31/2013

BRANDON TAM EHRS PPDB AD HOC TOTAL

AD-HOC REQUESTS 83 15 98

DAYS TO COMPLETE 120 23 143

AVERAGE TAT DAYS 1.45 1.5 1.46   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

             

AGENCY

DAS INTERNAL

PUBLIC REQUEST

0% 50% 100%

64%

33%

3%

Ad Hoc Requests by Customer Type

Total

87.95%

12.05%

Actual TAT Goal (2.5 days)

met

not met

Process in development

SLA #3 Availability of Human Resources Client Agency Managers

EHRS SLA MEASURE - Average time to provide employee investigation recommendations

Period beginning Period endTotal number of Business Days

Number of investigations with

recommendations in this quarter

SLA MEASURE Average number of business days to

provide employee investigation

recommendations

10/1/2013 12/31/2013 67 2 33.50

1/1/2014 3/31/2014 28 3 9.33

4/1/2014 6/30/2014 0 0 #DIV/0!

7/1/2014 9/30/2014 0 0 #DIV/0!

10/1/2014 12/31/2014 0 0 #DIV/0!

1/1/2015 3/31/2015 0 0 #DIV/0!

4/1/2015 6/30/2015 0 0 #DIV/0!

7/1/2015 9/30/2015 0 0 #DIV/0!

10/1/2015 12/31/2015 0 0 #DIV/0!

Today's date 3/5/2014

Number of open investigations

3

Average # of days ongoing / open

investigations have been open

74

SLA #4 Average time to conduct investigations and provide recommendations

SLA #5 Average time between receipt of customer request for i-Learn technical support and resolution

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SLA #6 Average time between receipt of customer request for E-Recruit technical support and resolution

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No tracking provided Aug-Oct 13 due to lack of expected parameters

Questions Individual ScoresAverage

Score

The outcomes/objectives of the course were clearly defined.

5 4 4 4 5 5 3 4 4 5 4 5 3 4 3 5 5 4Participation and interaction were encouraged 5 5 4 5 5 5 3 4 4 4 5 5 3 4 4 5 5 4

The topics covered were relevant to my responsibilities.

5 4 5 5 5 5 4 5 4 5 5 3 3 4 4 5 5 4The content was organized and easy to follow. 5 3 4 3 5 5 3 3 3 5 4 5 3 5 4 5 5 4

The trainer was knowledgeable about the training topics.

5 4 4 4 5 5 3 4 5 5 4 5 3 5 4 5 5 4

The trainer was well prepared.5 3 4 4 4 5 4 5 4 4 5 5 3 5 4 5 5 4

The time allotted for the training was sufficient. 5 3 3 3 5 5 3 3 2 5 5 2 3 4 4 5 5 4

The meeting room and facilities were adequate and comfortable.

5 2 2 5 4 4 3 4 2 4 5 5 1 5 4 5 5 4

Overall, how would you rate the training event? 4 3 3 3 5 5 3 4 3 4 4 5 2 5 4 5 5 4 67 17                                    4Ranking   Lessons Learned:1=Poor   Review handouts in detail before class to ensure all pages are present.2=Fair  3=Good  4=Very Good  5=Excellent  

SLA #7 Quality of training content developed by EHRS

Requesting Agency/ UnitEHRS Staff member

DATE 1: Date Classification Review Request is

received (see definitions)

DATE 2: Date Classification

Review Recommendations are delivered (see

definitions)

Number of business days since

classification review was opened

Comments

# Business Days for classification reviews with

recommendations

OSAC Miller 14-Oct 17-Oct   Establish a position 4Real Estate Miller 15-Oct 21-Oct   Abolish position/Establish position 5

ODOT Miller 15-Oct 5-Nov   Desk Audit 16

DAS-EAM Miller 15-Oct 17-Oct   Upward Reclassification 3

DAS-EAM Miller 15-Oct 17-Oct   Downward Reclassification 3

DAS-DBS Miller 28-Oct 29-Oct   Establish LD position 2

DAS-COO O'Bryant 15-Nov 29-Nov   Provided PD feedback to supervisor 10

OEIB O'Bryant 15-Nov 22-Nov   PD Review 6

BOA O'Bryant 18-Nov 18-Nov   PD Review 1

DOGAMI O'Bryant 18-Nov 19-Nov   PD Review 2

DAS-CHRO O'Bryant 19-Nov 19-Nov   Upward Reclassification 1

DAS-COO O'Bryant 20-Nov 10-Dec   Establish LD position 14

DAS-EGS O'Bryant 20-Nov 20-Nov   Upward Reclassification 1

DAS-ETS O'Bryant 21-Nov 2-Dec   PD Review 7

DAS-COO O'Bryant 27-Nov 4-Dec   PD Review 5

PSRB O'Bryant 27-Nov 2-Dec   PD Review 3

OSAC O'Bryant 3-Dec 3-Dec   PD Review 1

HECC O'Bryant 3-Dec 20-Dec   PD Review 14

ERB O'Bryant 5-Dec 13-Jan   PD Review  

DAS-EAM O'Bryant 9-Dec 9-Dec   PD Review 1

LPB O'Bryant 11-Dec 11-Dec   PD Review 1

State Library O'Bryant 13-Dec 13-Dec   PD Review 1

DAS-ETS O'Bryant 16-Dec 16-Dec   PD Review 1

DAS-ETS O'Bryant 20-Dec 31-Dec   PD Review 7

DAS-EAM O'Bryant 30-Dec 30-Dec   Desk Audit 1

HECC O'Bryant 30-Dec 31-Dec   PD Review 2

DAS-ETS O'Bryant 6-Jan 9-Jan   PD Review  

DAS-EGS O'Bryant 7-Jan 7-Jan   PD Review  

DAS-DBS O'Bryant 31-Jan 3-Feb   PD Review  

OBMT O'Bryant 7-Feb 10-Feb   PD Review  

Racing Commission O'Bryant 7-Feb 10-Feb   PD Review  

             

SLA #8 Average time to conduct a reclassification

Questions