A r c h i v e d  I n f o r m a t i o n

U.S. Department of Education Strategic Plan, 1998-2002 - September 1997

Appendix A: Supplemental Information on Performance Indicators (continued)

Supplemental Information on Strategic Plan Performance Indicators

Goals and objectives Indicators Illustrative   baseline   or   related   data Data sources and year(s) to be collected (1997-2002)
Goal 4. Make ED a high-performance organization by focusing on results, service quality, and customer satisfaction.
4.1 Our customers receive fast, seamless service and dissemination of high-quality information and products. 1. By 2001 at least 90% of customers, internal and external, will agree that ED products, services, and information, including those on the Department's web site, are of high quality, timely, and accessible. On a scale of 1-5, customers favorably rated our world wide web site on: timeliness, 4.25; ease of finding information, 3.85; overall usefulness, 4.07. (Internet customer survey, 1997)

• 82% of customers overall were satisfied with publications and reports of the ED Library Statistics program; 87% of frequent users were satisfied or very satisfied; 70% reported satisfaction with timeliness. (NCES Customer Satisfaction Survey, 1996)

• Internet customer survey, ongoing

• NCES Customer Satisfaction Survey, 1997

2. Department employees and front-line service centers will meet or exceed the Department's customer service standards by 2000. 71% of customers were completely or somewhat satisfied with telephone service.
(ED phone survey, 1996)
[Additional data on phone service and control correspondence are available.]
• ED phone survey follow up, 1997

• Control correspondence survey follow up, 1997

• Additional surveys of customer service standards being planned

3. Quarterly evaluation reports for the "One-Pubs" system, based on quality assurance surveillance, indicate that high standards of performance will be achieved for dissemination of ED's information products by 2000. 78% of publications were received within 8 days of request; 22% of publications were never received. (ED phone survey, 1996) • Publications contractor surveillance plan, monthly reports beginning 1998
4.2 Our partners have the support and flexibility they need without diminishing accountability for results. 4. Surveys of states and school districts will increasingly rate the Department's technical assistance, including assistance from the integrated reviews, as very useful in improving their performance. States rate oral and written information as most helpful; the comprehensive centers are considered the least helpful form of technical assistance by state administrators of federal programs. (Baseline surveys in "Reports on Reform from the Field," June 1997)

• Districts rely more upon 'other' sources of information and states than the federal government for assistance. (Baseline surveys in "Reports on Reform from the Field," June 1997)
[Additional data are available on other forms of federal technical assistance.]

• Follow-up State Survey, 1999

• Cross-cutting District Survey and Case Studies, 1998

5. By 2002 the number of separate ED programs will decline significantly from the current 197 in FY 1997. (Requires legislative action.) 197 programs (Department records, 1997) • Review of Department records, annual, 1998-2002
6. Customers will increasingly report that they have greater flexibility and better understanding of ED rules and requirements. Most districts report reasonable or full of understanding of the new flexibility and accountability provisions in federal elementary/secondary education legislation (e.g., 85% for schoolwide programs and 52% for waivers). At the state level, states also report high levels of understanding of statutory provisions, ranging from 71% on consolidation of administrative funds to 93% on schoolwide programs. (Baseline surveys in "Reports on Reform from the Field,"September 1997)
[Additional data are available on other flexibility and accountability provisions.]
• Follow-up State Survey, 1999

• Cross-cutting District Survey and Case Studies, 1998

• Regulatory Reinvention Initiative reports

• Focus groups with customers affected by regulations

• Recommendations and feedback from customers

7. New discretionary grants processed using the re-engineered grant-making process will be awarded each year on a timely basis. Percent of total new grants planned that were awarded on time. (Grants and Contracts Management System, 1996) • Grants and Contracts Management System, 1997

• Education Central Automated Processing System, Grant Application and Payment System, 1998-2002

8. Reports from program monitoring teams and audit reports under the Single Audit Act will show a reduction in significant recurring findings. Baseline under development. (Will be summary of audit reports from a random sampling of states, 1996) • Audit reports from tracking the same states sampled, annual, 1997-2000
9. The number of states participating in the Cooperative Audit Resolution and Oversight Initiative (CAROI) will increase to meet the needs of our partners. Common Audit Resolution System
- 1995: 0 states
- 1996: 3 states
- 1997: 10 states
• Common Audit Resolution System, 1997-2002
4.3 An up-to-date knowledge base is available from education research to support education reform and equity. 10. Peer reviews will increasingly show that education research and statistics supported by the Department are of high quality, are focused on critical education reform issues, and contribute significantly to educational improvement. Baseline under development.

Note: 100% of research and statistics reports are adjudicated through expert peer reviews.

• Documentation and comments from peer reviewers, 1997-2002

• Advisory Council on Education Statistics quality assurance and feedback meetings, quarterly

• Phase II Standards, expert panels for research-based programs

11. Education research will increasingly meet the needs of our partners (e.g., states, schools, institutions of higher education) and our customers (teachers, parents, students, business) for reliable information on how to make schools more effective, as measured by biennial customer surveys. The first OERI customer survey on NCES in 1996 found that:
--95% of respondents were satisfied or very satisfied with the NCES flagship publications
--the Digest of Education Statistics, Condition of Education, and Projections of Education Statistics.
--87% had used NCES data, and 41% had used NCES electronic data files.
• Customer surveys of key customers and stakeholders

• Longitudinal Evaluation of School Change and Performance, 1999

• Specific customer surveys for ERIC, the Centers, and the Regional Labs

• Regional Lab Program Evaluation

12. In major and selected other programs, increasing percentages of grantees will demonstrate that their programs and services are based on sound research results. Baseline under development. • Phase I standards (evaluation criteria)

• Phase II standards (review by national experts, peer review)

• Phase III (evaluation process)

13. Dissemination of research and assessment findings will increasingly reach key customers and result in educational improvement. Baseline under development. • Longitudinal Evaluation of School Change and Performance, 1999

#149; Other data sources to be determined

4.4 Our information technology investments are sound and used to improve impact and efficiency. 14. All major information systems needing repair will be converted to Year 2000 compliance on or before the end of 1998 (giving time for validation and testing during 1998 and 1999). 7 mission critical systems need repair. (Internal reporting on inventory of systems, 1997) • Inventory of systems being repaired, ongoing, 1997-2002

• Inventory of equipment, ongoing, 1997-2002

• Monitoring of status, ongoing, 1997-2002

15. At least 90% of all employees will assess productivity as "significantly improved" as a result of available technology, as shown by the employee survey in 2000. 70% agree. (Employee Survey, 1996) • Employee Survey, 2000
16. All Information Technology Investment Review Board assessments will show that major systems are mission-driven, cost-effective, consistent with our information technology architecture, and supported by performance-based contracts. Baseline under development. • ED records

• Independent evaluation data sources to be determined

17. The data-reporting burden on the public will be reduced annually. 10% reduction in 1996.
(Analysis of information collection forms, 1996)
• Information collection forms, annual, 1997-2002

• Review of forms, ongoing, 1997-2002

4.5 The Department's employees are highly skilled and high-performing. 18. By 2000, 75% of ED managers will agree that staff knowledge and skills are adequate to carry out the Department's mission. Baseline under development. • Employee Survey, 2000
19. By 2000, 75% of employees will demonstrate the basic computer competencies identified in the Department's computer competency standards. Baseline under development. • Employee Survey, 2000

• Departmental records on reasons for calls to the computer help line, ongoing

• Additional measures to be determined

20. By 2000 most employees will indicate satisfaction with their work environment (e.g., physical surroundings, noise level, air quality), security, and accessibility. In 1993: satisfaction with work environment was 31%; security, 39%; and accommodations for persons with disabilities, 48%; and 79% indicated their work environment affected quality of work. (Employee Survey, 1993)

• In 1996: satisfaction with work environment, 49%; security, 50%; accommodations for persons with disabilities, 62%. (Employee Survey, 1996)

• Employee Survey, 2000

• Planned assessment, 2000

21. By 2000 most employees and managers will express high satisfaction with assistance on resolving employee disputes, and disputes are closed quickly and informally whenever possible. 29% satisfaction with grievance process.
(Employee Survey, 1993)

• 29% resolved at counseling.
(EEO 462 Report, 1993)

• 548 average lapsed days for formal disputes.
(EEO 462 Report, 1993)

• Planned assessment, 2000

• Tracking reports on Equal Employment Opportunity and Informal Dispute Resolution Center activities, ongoing

• Just-in-time surveys

22. Expert review of the quality of Department-sponsored employee training will show that the training is among the best in the federal government and comparable to the best in the private sector. Baseline under development. • Evaluation study planned
23. By 2001 at least 70% of ED employees will agree that the multi-evaluator General Performance Appraisal System (GPAS) improves individual employee performance and development and aligns employee goals with the overall mission of the Department. Previous GPAS system did not serve to improve employee performance or development. (Final Report of Performance Evaluation Improvement Team)

• 47% agree they receive feedback on performance. (Employee Survey, 1993)

• 34% agree they receive guidance on career development from supervisors. (Employee Survey, 1993)

• 48% agree performance agreement reflects fit in ED. (Employee Survey, 1996)

• GPAS Evaluation Report, October 1997

• Follow-up evaluation and/or employee survey, 2000

4.6 Management of our programs and services ensures financial integrity. 24. By 2000 the Education Central Automated Processing System (EDCAPS) will be fully implemented and providing assistant secretaries, the Chief Financial and Chief Information Officer, and program managers with consistent, timely, and reliable financial and program information, through an assessment by the Information Technology Investment Review Board. Baseline available starting 1998. • Education Central Automated Processing System, 1998-2002

• Employee Survey, 2000

25. Evaluation of contracts will indicate that better than fully successful performance, including quality, cost control, timeliness, and other factors, is being received by the government and the taxpayer. Will establish the baseline with 1997 data. • Agency evaluations of contractor performance, annual
26. Auditors will issue a clean opinion on the Department-wide annual financial statements every year. Disclaimer on Audit Opinion.
(Inspector General-contracted audit report, FY 1995)
• Inspector General-contracted audit report, FY 1997-2002
4.7 All levels of the agency are fully performance- driven. 27. Employees will recognize the strategic plan as meaningful and understand how their work supports achieving the plan's goals and objectives. In 1993: 60% of employees have a clear understanding of how the goals and strategies of their principal office support the mission of the Department. (Employee Survey, 1993)

• In 1996: 74% of employees have a clear understanding of how the goals and strategies of their principal office support the mission of the Department. (Employee Survey, 1996)

• Employee Survey, 2000
28. Senior leadership and managers' reviews of performance indicator data will result in appropriate follow-up actions. Baseline to be developed in FY 1997 based on the tracking system for strategic plan indicators. • Tracking system for strategic plan indicators, 1997-2002

• Ongoing progress reports on objectives, 1997-2002

• Employee Survey, 2000

29. Independent assessments will verify that all large and selected other ED programs have comprehensive, high quality performance measurement systems that are used for program improvement and accountability by 2000. Baseline under development. • Department-funded assessment by a independent organization, 2000
30. By 2000 all ED program managers will assert that the data used for their program's performance measurement are reliable and valid or have plans for improvement. Baseline under development. • Special survey of managers, 2000

• Review of performance appraisal criteria

31. Managers will agree that policy, budget, and resource allocation decisions are aligned with the strategic priorities of the Department. Baseline under development. • Employee Survey, 2000


[Appendix A (part 3 of 4)] [Table of Contents] [Appendix B: Descriptions of Program Evaluations and Other Studies]