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U.S. Department of Education: Promoting Educational Excellence for all Americans - Link to ED.gov Home Page
DEOA: Office for Civil Rights - FY 2005

Program Goal: To ensure equal access to education and promote educational excellence throughout the nation through the vigorous enforcement of civil rights.
Objective 1 of 2: To provide high-quality customer service throughout the case-resolution process.
Indicator 1.1 of 1: Customer Response: Percentage of satisfied customers.
 
Measure 1.1.1 of 1: Percentage of respondents satisfied with OCR's customer service.
Year Actual Performance Performance Targets
2005
 
999

Source: U.S. Department of Education, Office of Civil Rights, customer satisfaction survey.

Frequency: Annually.

Next Data Available: December 2005
 
Explanation: OCR will establish a customer satisfaction baseline using survey data from customers whose complaints have gone through the case resolution process in FY 2005. Data for the entire fiscal year will be available at the end of the first quarter of FY 2006.
 
Objective 2 of 2: To obtain results by the efficient management of civil rights compliance activities.
Indicator 2.1 of 1: Resolution of Complaints: Percentage of complaints resolved within 180 days of receipt.
 
Measure 2.1.1 of 1: Percentage of complaints resolved within 180 days.
Year Actual Performance Performance Targets
1997
80
 
1998
81
 
1999
80
80
2000
78
80
2001
84
80
2002
89
80
2003
91
80
2004
92
80
2005
92
80

Source: U.S. Department of Education, Office of Civil Rights, case management system. Data are collected in OCR's Case Management System throughout the fiscal year (October 1- September 30).

Frequency: Annually.

Next Data Available: October 2006

Data Validated By: On-Site Monitoring By ED.
 
Explanation: The FY 2005 target was exceeded. The actual percentage of cases that were resolved in 180 days exceeded the FY 2005 target by 12 percent. OCR attributes its efficiency to various methods used to streamline the investigative process, e.g., case planning and casework tools. OCR is planning to increase the FY 2006 performance target for this indicator. The data for this performance indicator are current as of September 30, 2005.
 

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