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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 2006

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: Mean score of responses to OCR's Customer Service Survey.
 
Measure 1.1.1 of 1: Mean score of OCR's customer survey responses.
Year Actual Performance Performance Targets
2005
3.66
999
2006
 
3.66

Frequency: Other.

Next Data Available: October 2006
Staff involved in investigative activities do not participate in survey data collection. All survey forms are generated electronically and mailed from headquarters. All manual data entry is conducted at headquarters. Electronic data recording ensures data integrity.
 
Explanation: In setting the baseline, which was the 2005 target, we determined that the mean score is a more appropriate measure than percentage satisfied and we have adjusted the measure statement to reflect that metric. OCR's baseline mean score of 3.66, out of a possible 5.0, was derived from survey data collected in the last quarter of FY 2004 and the first three quarters of FY 2005. Because we have only a limited amount of trend data (four quarters), OCR is using the baseline score as the FY 2006 performance target.
 
Objective 2 of 2: To obtain results by the efficient management of civil rights compliance activities.
Indicator 2.1 of 2: Resolution of New Complaints: The percentage of new complaints resolved within 180 days of receipt.
 
Measure 2.1.1 of 1: The 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
2006
 
80

Source: Data are collected in OCR's Case Management System throughout the fiscal year (October 1- September 30).

Frequency: Other.

Next Data Available: October 2006

Data Validated By: On-Site Monitoring By ED.
 
 
Indicator 2.2 of 2: Resolution of Complaints over 180 days old: The percentage of pending complaint caseload over 180 days old.
 
Measure 2.2.1 of 1: Percentage of pending civil rights complaints that are over 180 days old.
Year Actual Performance Performance Targets
2006
 
25

Source: Data are collected in OCR's Case Management System throughout the fiscal year (October 1-September 30)

Frequency: Other.

Next Data Available: October 2006

Data Validated By: On-Site Monitoring By ED.
 
Explanation: This is a new efficiency measure for 2006. While OCR is able to resolve the majority of complaints in 180 days, some cases are so complex and/or sensitive that they cannot be resolved within that timeframe. OCR wants no more than 25% of its pending complaint caseload to be over 180 days.
 


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Last Modified: 02/08/2006