DPA Backlog Initiative, March 2018

Submitted by Arlo Midgett on April 4, 2018 - 10:11am

The Backlog initiative is a quick – at a glance – document indicating the amount of incoming work and what our Field Staff were able to complete per region (please see attached).

FABULOUS JOB keeping the completion rate higher than 80%- WOW! This means that we are completing what we started 80% of the time and our customers are taken care of quickly. Additionally, the average transaction time 47 minutes- NICE! As a reminder to the Field Services Team and keeping with the BPR principles, just because the average transaction time is 47 minutes, we shouldn’t be setting an expectation to complete a specific number of actions per day. As we all know, every case is different and it depends upon what track staff are working in. For example, staff working in the Green track can’t be compared to those working in the Yellow track in terms of number of items completed. The daily numbers worked at the individual level will vary based upon the track they are working and if they have easy, difficult, or typical cases. The key here is to shorten what we have control over, our gap times, and take the steps to complete our cases so determinations are made for our customers. As Change and Innovation Agency has stated many times, we can’t complete our work faster without compromising our quality- and both are important, so we focus on what we can control by challenging our expectations of what we think we can complete in a day. Thank you for sticking with the process and assisting our customers!

Tammie and Aimee

March 2018 DPA Backlog Initiative Data