SCDCA Accountability Report: Fiscal Year 2018-19 The Department accomplishes its mission by: 1.) acting as an effective regulator, 2.) providing complaint mediation services that are unmatched at both state and federal levels, 3.) saving millions for both consumers and small businesses through insurance rate filing intervention, 4.) serving as an educational portal for consumers and businesses alike, and 5) informing the public on effective ways of preventing and mitigating identity theft situations. Governed by the Commission on Consumer Affairs, SCDCA is organized into six divisions: Administration, Consumer Services, Consumer Advocacy, Public Information and Education, Legal Division and the Identity Theft Unit. South Carolina Department of Consumer Affairs SCDCA Organization_6e22c6cf-9f9e-42ec-9ec7-9a9046d798ef The South Carolina Department of Consumer Affairs (“DCA”/ “Department”) is the state’s consumer protection agency. Established in 1974, DCA has over forty years of experience in protecting South Carolina consumers while recognizing those businesses that act honestly and fairly. The General Assembly has charged the DCA with administering, interpreting and enforcing thirty-eight statutes, including the S.C. Consumer Protection Code. Governor’s Office Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Constituent services; advise regarding legislation affecting the consumer interest. Administrative Law Court Type of Partner Entity: State Government ~ Associated Goal(s): 1 [To be named] Hear contested case hearings arising out of laws administered and enforced by DCA. Hear contested case hearings arising out of DCA Code administration and enforcement. Hear contested case hearings arising out of DCA Code administration and enforcement. US Congress Division/Program: Legal, Advocacy & Administration/Consumer Advocate. Customer Segment: General Public Demographic: All South Carolinians [To be named] Service/Product: Professional, prompt constituent services. Budget and Control Board/DOA Type of Partner Entity: State Government ~ Associated Goal(s): 1,2,4 [To be named] Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Provide training for agency accounting, procurement and human resources staff; assist in troubleshooting within these same areas. Carolinas Independent Automobile Dealers Association Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,3 [To be named] Receives reports of violations, disseminates industry specific information, education, legislative collaborations. Public Information and Education Division [To be named] The Public Information and Education Division serves as the main consumer education portal for consumers, business and the media. The Division informs consumers and businesses on their rights and responsibilities in the marketplace through traditional and alternative media distribution, including social media, presentations, media coverage and publications. Education is a central part of DCA’s mission. Cultivating a marketplace comprised of well-informed consumers and businesses prevents deceptive and unfair business practices, allows legitimate business activity to flourish, resulting in the promotion of competition and a healthier economy. National Association of Consumer Credit Administrators Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,4 [To be named] State regulator association: provides trainings and information sharing. Advocacy Division [To be named] The Advocacy Division provides legal representation for the consumer interest in matters involving property and casualty insurance and worker's compensation insurance. As the state agency designated to represent the insurance interests of consumers, the Advocacy Division aims to ensure that increases in homeowner's insurance and worker's compensation insurance rates are justified, working to avoid excessive, inadequate or unwarranted rate increases. When needed, an action is filed and the Division submits evidence in hearings that demonstrate the rate request is not justified and often results in adjudications or settlements that generate savings for consumers and businesses alike. The division also reviews rules and regulations proposed by state and federal agencies pertaining to ratemaking and provides comments as deemed appropriate. Board of Financial Institutions - Consumer Finance Division Type of Partner Entity: State Government ~ Associated Goal(s): 1,2,3 [To be named] Work together to ensure compliance with the Consumer Protection Code and other laws. Work together to ensure compliance with the Consumer Protection Code. Work together to ensure compliance with the Consumer Protection Code. Division of Technology Operations Type of Partner Entity: State Government ~ Associated Goal(s): All [To be named] Provide network services, desktop support, server management, security services to DCA. Provide network services and desktop support to DCA. Provide network services and desktop support to DCA. Actuarial Consultants Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1 [To be named] Review insurance filings for DCA. AARP Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1,3 [To be named] Provide joint educational partnerships/ outreach. ThoughtSpan Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 1,2,4 [To be named] Licensing database contractor. Legal Division [To be named] The Legal Division performs the agency’s licensing, administration and enforcement duties related to the majority of the 120 laws under the agency’s jurisdiction. The General Assembly has charged the DCA with advising the Legislature and Governor on consumer issues and state of credit in this State; administer, interpret and enforce the S.C. Consumer Protection Code and license, register, or otherwise regulate fifteen industries, including mortgage brokers, pawnbrokers, physical fitness centers, motor clubs, credit counseling organizations, prepaid legal services, athlete agents, the sale of preneed funeral contracts, registered consumer credit grantor, maximum rate filing and motor vehicle disclosure programs. Department of Insurance Type of Partner Entity: State Government ~ Associated Goal(s): 1,3 [To be named] Providing notices and full filings of insurance companies. General Assembly Division/Program: Legal, Advocacy & Administration/Consumer Advocate. Customer Segment: Legislative Branch [To be named] Service/Product: Constituent services; advise regarding legislation affecting the consumer interest. SC.GOV Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 2,3,4 [To be named] Maintains DCA's online Complaint Database, agency website. Consumer Services Division [To be named] The Consumer Services Division processes and mediates written consumer complaints, seeking to find equitable solutions for the consumer and the business, including refunds, adjustments and credits to consumer accounts. Staff takes consumer complaints against businesses regulated by the DCA, refers complaints that fall within another agency’s jurisdiction, and mediates those complaints against businesses that are unregulated. The Division provides SC taxpayers with a readily available, experienced, and cost-effective mediation service. Identity Theft Unit [To be named] The Department’s newest division, the Identity Theft Unit provides education and outreach to South Carolina consumers across the state to increase public awareness and knowledge about what identity theft is, the steps consumers can take to protect themselves, and what consumers should do in the event of identity theft. For consumers who are identity theft victims, the Unit provides ongoing guidance throughout the process of mitigating and resolving their particular identity theft situation(s). The Unit also handles administration and enforcement of state identity theft-related consumer protection laws, including receipt of security breach notices to ensure reporting and notification requirements are met. Administration Division [To be named] All of DCA’s functions are supported by the agency’s Administration Division. All support and planning services critical to the operation of the agency are housed in Administration, including procurement, human resources, accounting and information technology. The Administrator position, appointed by the Commission on Consumer Affairs to administer Title 37 among other statutes and manage the day to day operations of the agency, is located in this Division. SC Automobile Dealers Association Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,3 [To be named] Receives reports of violations, disseminates industry specific information, education, legislative collaborations. American Conference of Uniform Consumer Credit Code States Type of Partner Entity: Professional Association ~ Associated Goal(s): 1,2,4 [To be named] Sharing of information amongst state regulators having similar consumer protection laws. SCDMV/DPS Type of Partner Entity: State Government ~ Associated Goal(s): 1,3 [To be named] Assists in investigation of regulated businesses The Legal Community Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: General Public -- Demographic: Lawyers litigating matters/ representing consumers related to laws under the Department's jurisdiction [To be named] Service/Product: Provide consumer law guidance; act professionally in representing the consumer interest. Other State & Federal Agencies Division/Program: All. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Partnership opportunities to leverage resources in the administration and enforcement of like laws; education partnerships; referral of complaints. Regulated Businesses Division/Program: Legal -- Regulated and indirectly regulated businesses. Customer Segment: Industry: Credit Grantors, Athlete Agents, Continuing Care Retirement Communities, Credit Counseling. Discount Medical Plan Organizations, Mortgage Brokers, Motor Vehicle Dealers, Motor Clubs, Pawnbrokers, Physical Fitness Services, Preneed Funeral Providers, Prepaid Legal, Professional Employer Organizations [To be named] Service/Product: Prompt, efficient service and for the agency to utilize a fair and balanced approach in carrying out its legal functions. Print & Media Outlets Type of Partner Entity: Non-Governmental Organization ~ Associated Goal(s): 1, 3 [To be named] Fulfilling media requests/ disseminating information. Other State Agencies Type of Partner Entity: State Government ~ Associated Goal(s): All [To be named] Provide joint educational partnerships/ outreach; referrals of consumers and businesses to DCA. Ratepayers Division/Program: Advocacy. Customer Segment: General Public. Demographic: Consumers of insurance products [To be named] Service/Product: Thorough review of insurance rate filings to ensure the marketplace is fair and balanced. SCDCA Partners [To be named] SCDCA Customers [To be named] Schools Division/Program: Public Information & Consumer Services & Education. Customer Segment: School Districts [To be named] Service/Product: Sharing knowledge of consumer rights and responsibilities to create savvy consumers. Local Law Enforcement Agencies Division/Program: Legal. Customer Segment: Local Govts. [To be named] Service/Product: Partnership opportunities and availability of our expertise to assist in performance of their job functions. Various Industries Regulated Type of Partner Entity: Private Business Organization ~ Associated Goal(s): 1,2,3 [To be named] Provide feedback on regulatory structure, joint educational partnerships/ outreach. Law Enforcement (state & local) Type of Partner Entity: Local Government ~ Associated Goal(s): 1,3 [To be named] Assists in investigation of regulated businesses. 1.1.1 - Bring necessary enforcement actions, including joint enforcement actions with federal, state, and local agencies 1.1.1 - Bring necessary enforcement actions, including joint enforcement actions with federal, state, and local agencies Stage Law Enforcement Agencies Division/Program: Legal. Customer Segment: Executive Branch/State Agencies [To be named] Service/Product: Partnership opportunities and availability of our expertise to assist in performance of their job functions. The Media Division/Program: Public Information. Customer Segment: Industry: Newspapers, television stations, radio broadcasters, etc. [To be named] Service/Product: Prompt, efficient service; compelling content. Community Groups Division/Program: Public information & Identity Theft Unit. Customer Segment: General Public -- Demographic: All South Carolinians [To be named] Service/Product: Sharing knowledge of consumer rights and responsibilities to create savvy consumers. Judges Division/Program: Legal & Administration/Consumer Advocate. Customer Segment: Judicial Branch -- Judges litigating or hearing matters related to laws under the Department's jurisdiction [To be named] Service/Product: Provide consumer law guidance; act professionally in representing the consumer interest. South Carolinian Consumers Division/Program: All -- Millions of South Carolina consumers and those who visit our state. Customer Segment: General Public Demographic: All South Carolinians [To be named] Service/Product: Protection of the marketplace while giving due regard to those businesses acting fairly; representation of the consumer interest before the Legislature and Governor. National Consumer Groups Division/Program: Legal, Public Information & Administration. Customer Segment: General Public Demographics: Consumer Federation of America, AARP, etc. [To be named] Service/Product: Data sharing to track national trends; educational partnership opportunities. Carri Grube Lybarker Director David Campbell Chair, Commission on Consumer Affairs To protect consumers while giving due regard to those businesses acting in a fair and honest manner. Vision_d0836f82-d112-4944-b51f-0d3398788224 To protect consumers from inequities in the marketplace through advocacy, mediation, enforcement and education. Mission_d0836f82-d112-4944-b51f-0d3398788224 Integrity Education Quality Timeliness Competence The Department will strive to be a CREDIT to our State by holding the following values as essential in our relationships and decision-making: C competence R expect E quality D education I integrity T timeliness Law Enforcement EFFECTIVELY ADMINISTER & ENFORCE THE LAWS ASSIGNED TO THE DEPARTMENT TO PROTECT CONSUMERS FROM FRAUDULENT, UNFAIR AND DECEPTIVE PRACTICES. Goal_5cccefb9-f41d-481d-9411-d9fe0e1205ad 1 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Regulation Examine regulated industries to determine compliance with applicable laws and regulations, conduct investigations upon receiving probable cause and implement enforcement actions against violators. Objective_1225cb36-ef47-477f-94a0-c0d10ad14f87 1 [To be named] [To be named] 1 Enforcement Actions Number PerformanceIndicator_21cd598e-c781-497d-a986-010e09d8053e Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports (monthly) & Attorney Logs (daily), includes auto advertising letters Calculation Method: Meaningful Use of Measure: Gauges marketplace abuses, compliance, subsequently influences Agency education and legislative activity. 189 Base: 189 2018-07-01 2019-06-30 0 Number of enforcement actions Target: N/A 2018-07-01 2019-06-30 0 Actual: 1328a4c0-d42d-4acb-abe8-c84e215c810f 1 Entity Compliance Reviews Percentage PerformanceIndicator_e7c850ed-b5a5-441c-86dc-11cb9bb431ca Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Investigator activities / number of licensees subject to enforcement activity Meaningful Use of Measure: Ensuring compliance with laws and consumer protection. 2018-07-01 0 Base: 0% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 25 Perform compliance reviews of at least 25% of regulated entities (company level) Target: 25% 2023-07-01 100 (100% by FY23) 033e0442-a239-45ea-bf1d-0c3d259ec756 1 ROI Percentage PerformanceIndicator_3c367b7b-a4b4-4c68-89bf-11e06d9b50bc Time Applicable: July 1- June 30 Data Source and Availability: Employee logs, updated as needed Calculation Method: Amount of credits, refunds and adjustments received through enforcement actions and complaint mediation deducted from budget for the Legal Division. Divide difference by fund allocation. Meaningful Use of Measure: Protecting consumers and providing cost-effective remedy to violations. 2018-07-01 0 Base: 64% 2018-07-01 2019-06-30 50 Legal Division Return on Investment Target: >50% 2018-07-01 2019-06-30 0 Actual: % 3579556a-a18d-46d3-9a63-a0b01dfee3e1 Complaints Receive and expeditiously resolve complaints of individuals pertaining to any consumer transaction arising out of the production, promotion or sale of consumer goods and services. Objective_d1ace2cb-3f1d-490d-902c-8095c2f46457 2 [To be named] [To be named] 1 Complaint Closure Percentage PerformanceIndicator_3f91b203-3d52-4e8d-a1c6-68ccf0530ca6 Time Applicable: July 1- June 30 Data Source and Availability: Complaint Database, updated daily Calculation Method: Number of closed complaints/ number of complaints filed Meaningful Use of Measure: Determines how efficiently analysts are processing complaints. 2018-07-01 102 Base: 102% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 100 Percentage of complaints closed Target: 100% ab666186-a920-4b70-9cb3-e97a9910aa9a 1 Unsatisfied Complaints Percentage PerformanceIndicator_704e4bc3-672f-47dc-bbba-4df418fd8e18 Time Applicable: July 1- June 30 Data Source and Availability: Complaint Database, updated daily Calculation Method: Meaningful Use of Measure: Protecting consumers, ensuring compliance and providing cost-effective remedy to violations. 2018-07-01 13 Base: 13% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 10 Percentage of complaints closed unsatisfied Target: 10% 7de4166b-9467-46bf-94ad-2c05763a21de 1 Break-Even Point Dollars PerformanceIndicator_44c5c6ab-26a4-4dfd-bd4b-5fdfbdb65dd8 Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Amount of credits, refunds and adjustments received through voluntary mediation compared to Consumer Services Division budget. Meaningful Use of Measure: Providing cost-effective complaint mediation services. 2018-07-01 484950 Base: $484,950 2018-07-01 2019-06-30 336444 Breakeven point for the Consumer Services Division Target: >$336, 444 2018-07-01 2019-06-30 0 Actual: $ 37df7644-62d2-42e5-bc17-6975ce5d5ee2 1 Complaint Closure Average Number of Days PerformanceIndicator_6a1634a7-53fe-4099-b385-257d991753e1 Time Applicable: July 1- June 30 Data Source and Availability: Complaint Database, updated daily Calculation Method: Meaningful Use of Measure: Helps DCA improve efficiency in complaint mediation 2018-07-01 32 Base: 32 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 25 Average days to resolve a complaint through voluntary mediation Target: 25 aefb3fa0-3bde-474c-9c20-a359f12b8d0b Consumer Interests Promote the interests of consumers before the Legislature, Governor, and regulatory agencies Objective_54642172-6929-4959-b558-06bf288bd38d 3 [To be named] [To be named] 1 Timely Regulatory Comments Percentage PerformanceIndicator_caf532d8-3f37-4f12-9f41-079fc6747495 Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Ensuring consumer perspective is adequately represented. 2018-07-01 100 Base: 100% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 100 Percentage of comments provided to regulatory agencies by the deadline Target: 100% 095f37d6-ff06-4b77-a95d-d8438813a8f4 1 Insurance Savings Dollars PerformanceIndicator_c0570609-f599-4f03-9cac-d65e1aeb7f35 Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Ensuring consumer perspective is adequately represented. 2018-07-01 3750000 Base: $3,750,000 2018-07-01 2019-06-30 0 Amount saved resulting from DCA insurance rate filing intervention Target: N/A 2018-07-01 2019-06-30 0 Actual: $ 11298a94-bdd9-489d-98b1-57fecfc06fc2 1 Legislative Outcomes Percentage PerformanceIndicator_851d9ca6-1e1a-4d0e-abdb-7dd12394dbf6 Time Applicable: Legislative Session Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Ensuring consumer perspective is adequately represented. 2018-07-01 0 Base: 100% 2018-07-01 2019-06-30 100 Achieved the desired outcome on legislation Target: 100% 2018-07-01 2019-06-30 0 Actual: % 20c66333-6524-46d3-9b30-e60a5e1340fc 1 Insurance Filing Interventions Percentage PerformanceIndicator_583ec6d0-a145-48d0-84ba-6889d18a41ef Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Ensuring consumer perspective is adequately represented. 2018-07-01 7.83 Base: 7.83% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 0 Percentage of insurance filings intervened in Target: N/A 1e17ace9-5d93-4ccd-a53e-b00f255178ed Licensing & Registration Provide a quality, streamline program of licensing and registration to promote high standards for regulated businesses and ensure South Carolinians are effectively and efficiently served Goal_c5bbd9c5-5aff-474d-8a90-6f0437b5e5c2 2 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Online Licensing Encourage use of online licensing platform to decrease application processing turnaround time Objective_4c20dbd8-9148-4c9e-9c28-652e090f8042 1 [To be named] [To be named] 1 Timely License Issuance Percentage PerformanceIndicator_818997d8-a02e-479d-afb3-0e411627c908 Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly; Licensing database, updated daily Calculation Method: Meaningful Use of Measure: Providing efficient customer service while promoting fair marketplace. 2018-07-01 0 Base: 87% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 95 Percentage of licenses issued within 30 days of receipt of complete application (95% by FY21) Target: 95% 2021-07-01 95 [To be described] 97441e11-4619-4fa3-8c8c-7849e93dd15d 1 Online Payments Percentage PerformanceIndicator_7aa62487-f5f1-4878-b2cc-d82a79e0a170 Time Applicable: July 1-June 30 Data Source and Availability: Progress Reports, updated monthly; Licensing database, updated daily Calculation Method: Meaningful Use of Measure: Providing accessible, convenient services to customers. 2018-07-01 0 Base: 63% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 65 Percentage of applicants submitting payments with application online (70% by FY22) Target: 65% 2022-07-01 70 [To be described] 32266380-f319-40f4-b599-6f674921fefb 1 Online Filings Percentage PerformanceIndicator_0fa2f288-9ac5-410f-80be-0cbf607de58b Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly; Licensing database, updated daily Calculation Method: Divide number of online filings by total number of paper and online filings. Meaningful Use of Measure: Providing accessible, convenient services to customers. 2018-07-01 78 Base: 78% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 75 Total percentage of online filings made through CALAS (online regulatory filing system) Target: 75% 70e5b64c-1aba-4bfd-afde-bd2c0368e3cd Interpretation & Explanation Interpret and explain statutes under the agency's jurisdiction in a fair manner, balancing the interests of consumers with those businesses acting honestly and fairly Objective_671c8469-316e-4dfc-a855-1b3763422188 2 [To be named] [To be named] 1 Regulations Becoming Law Percentage PerformanceIndicator_73f2ca97-b146-4162-8b52-71ea25781680 Time Applicable: Legislative Session Data Source and Availability: Progress Reports, updated monthly Calculation Method: Number of proposed regulations / number of final regulations that became law during the session Meaningful Use of Measure: Ensuring laws are relevant and consumer perspective is adequately represented. 2018-07-01 80 Base: 80% 2018-07-01 2019-06-30 100 Percentage of DCA proposed regulations that became law during two year legislative cycle Target: 100% 2018-07-01 2019-06-30 0 Actual: % f0d90872-e24c-4ac5-a81c-27b7461fa14d 1 Regulations Review Completed Percentage PerformanceIndicator_94b2d611-f394-4abf-980c-74dc05fd021c Time Applicable: July 1, 2018-June 30, 2023 Data Source and Availability: Division Reports, monthly Calculation Method: Meaningful Use of Measure: Ensuring laws are relevant. 2018-07-01 0 Base: 0% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 20 Percentage of 5 year Regulations Review Completed (by FY24) Target: 20% dcb6c7b2-7169-42e2-9126-227ac9d7521d Education Educate consumers and businesses on their rights and responsibilities under the law Goal_02561993-cffa-404f-82a0-39e21f156006 3 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Traditional Education Engage in traditional educational efforts to decrease consumer risks and increase industry compliance Objective_3062dd08-549c-46b8-a73c-04d19a1d2803 1 [To be named] [To be named] 1 Presentations Requested Number PerformanceIndicator_e715b4cc-b9f0-4e94-94bd-6aaf35092c06 Time Applicable: July 1- June 30 Data Source and Availability: Division Reports, monthly Calculation Method: Meaningful Use of Measure: Increasing public awareness of rights and responsibilities. 2018-07-01 57 Base: 57 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 100 Number of presentations requested Target: 100 987c98e0-e6bd-49e5-8c77-602154e8238c 1 Presentation Attendees Average Number PerformanceIndicator_51735bbc-c6eb-4c90-8170-84e69116765b Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Increasing public awareness of rights and responsibilities. 2018-07-01 229 Base: 229 2018-07-01 2019-06-30 35 Average attendees per presentation Target: 35 2018-07-01 2019-06-30 0 Actual: f423e627-1cab-4820-a942-92b520a4af20 1 Educational Publications Number PerformanceIndicator_cffc4869-7b99-4253-a4a6-33a593823d0d Time Applicable: July 1- June 30 Data Source and Availability: Division Reports, monthly Calculation Method: Meaningful Use of Measure: Increasing public awareness of rights and responsibilities. 2018-07-01 3 Base: 3 2018-07-01 2019-06-30 5 Number of educational publications created and released Target: 5 2018-07-01 2019-06-30 0 Actual: e61e9707-f6ae-4d26-8a9f-8969ae0e33b1 Media Actively seek out media attention and cultivate relationships with media stakeholders Objective_a2601797-0b8e-408b-b577-24a1da2c4acb 2 [To be named] [To be named] 1 Press Releases Published Percentage PerformanceIndicator_85acfc3a-865e-4ac2-b5ac-e01d554c569a Time Applicable: July 1- June 30 Data Source and Availability: Progress Reports, updated monthly Calculation Method: Meaningful Use of Measure: Tells whether DCA press releases are compelling, relevant and in line with AP style guidelines. 2018-07-01 0 Base: 87% 2018-07-01 2019-06-30 75 Percentage of press releases picked up by media outlets Target: 75% 2018-07-01 2019-06-30 0 Actual: % 20cf17c1-5303-47f2-8616-8a4ca230406f 1 Media Requests Number PerformanceIndicator_66ffefa3-40a8-4651-b742-9d295bbc453f Time Applicable: July 1- June 30 Data Source and Availability: Division Reports, monthly Calculation Method: Meaningful Use of Measure: Increasing public awareness of rights and responsibilities. 2018-07-01 0 Base: 86 2018-07-01 2019-06-30 70 Number of media requests received Target: 70 2018-07-01 2019-06-30 0 Actual: 7e89f8f7-fe77-4993-86bc-12a1b9fd2e1c Public Awareness Increase public awareness through digital media and alternative, cost-effective methods Objective_5c562651-2525-4e37-a95f-3b54afc2aa16 3 [To be named] [To be named] 1 YouTube Views Number PerformanceIndicator_7dd24b9b-e002-4fbd-a55c-200dca547b46 Time Applicable: Data Source and Availability: Calculation Method: Meaningful Use of Measure: 2018-07-01 6881 Base: 6881 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 8500 Target: 8,500 139263b9-d00e-4449-854a-ee655c1508f3 1 Website Visits Increase Percentage PerformanceIndicator_66ded4ff-244d-4454-aa23-73ea4a07edaf Time Applicable: July 1- June 30 Data Source and Availability: Google Analytics, updated daily Calculation Method: Meaningful Use of Measure: Gauges success of outreach directing to website and usefulness of DCA website. 2018-07-01 -13.24 Base: -13.24% 2018-07-01 2019-06-30 2.5 Increase overall website visits by 2.5% annually Target: 2.50% 2018-07-01 2019-06-30 0 Actual: % a7b6c34c-59ee-417a-a78e-fcb1bdf83891 1 Retweets Percentage PerformanceIndicator_55e198ed-c406-4ffa-a12d-d4ccc28dde43 Time Applicable: July 1- June 30 Data Source and Availability: Twitter reports, updated daily Calculation Method: Total number of retweets divided by total number of tweets sent out by SCDCA. Meaningful Use of Measure: Gauges whether DCA content is relevant and compelling. 2018-07-01 40 Base: 40% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 50 Target: 50% 09f9a92e-35ab-431c-a44f-8301af3f1e49 1 Website PerformanceIndicator_7de14896-5d79-44a3-9ae9-89c93c7a72e8 Time Applicable: July 1- June 30 Data Source and Availability: Division Reports, monthly Calculation Method: Meaningful Use of Measure: Providing accessible, convenient services to customers. 2018-07-01 0 Not Applicable Base: N/A 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Completed Modernize DCA website Target: Complete 4f30ead2-9261-47e9-a0c3-d4474b232593 Technologies & Strategies Constantly evaluate technologies and strategies available to cultivate a culture of security, efficiency and knowledge building Goal_3a920f70-4e99-43d5-ad72-e767ce08bae5 4 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Technology Implement, update and promote technology to assist staff in increasing efficiencies in performing job functions Objective_72ff0bcb-d029-4742-b56f-c69ad7318707 1 [To be named] [To be named] 1 Complaints Filed Online Percentage PerformanceIndicator_6458fc71-a363-4ba8-8691-e72d5ad2f87e (70% by FY20) Time Applicable: July 1- June 30 Data Source and Availability: Complaint Database, updated daily Calculation Method: Meaningful Use of Measure: Providing accessible, convenient services to customers. 2018-07-01 66 Base: 66% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 67 Target: 67% a8487b48-1379-4db3-9afc-59d16916cecb 1 CALAS Operational Percentage PerformanceIndicator_c492cf82-ce59-4bb3-ab3d-c5a6b5032f94 Time Applicable: Completion by 12/31/2019 Data Source and Availability: Licensing Database Calculation Method: Meaningful Use of Measure: Enables DCA to provide a more accurate and timely regulatory experience for licensees. 2018-07-01 50 Base: 50% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 86 Target: 86% 8b24f319-c84d-4e5a-aa0e-1e7a7bb04924 Data Protect data entrusted with agency by its customers through employee training and awareness Objective_eecda551-f182-4bf6-9f36-9b1c1d8b91cf 2 [To be named] [To be named] 1 policies and procedures implemented Percentage PerformanceIndicator_e51e98d7-84c5-4c14-9964-155503ced84b Time Applicable: July 1- June 30 Data Source and Availability: DCA Policies and Procedures Calculation Method: Meaningful Use of Measure: Ensures DCA staff treats customer information appropriately and in compliance with policies and procedures. 2018-07-01 95 Base: 95% 2018-07-01 2019-06-30 0 Actual: % 2018-07-01 2019-06-30 100 Percentage of InfoSec policies and procedures implemented Target: 100% 41f4682c-5a85-4545-849a-9471ce4193cc 1 Annual InfoSec Training PerformanceIndicator_d4f8de2f-2991-452e-89f1-5cb1488512b1 Time Applicable: July 1- June 30 Data Source and Availability: HR Reports, updated annually Calculation Method: Meaningful Use of Measure: Ensures DCA management is fostering adoption of InfoSec policies and procedures, creating a culture of cybersecurity. 2018-07-01 0 Completed Base: Complete 2018-07-01 2019-06-30 0 Completed Hold Annual InfoSec training -- Target: Complete 2018-07-01 2019-06-30 0 Actual: 9d45695a-7378-417a-b9fc-96dafda75c97 Workplace Environment Provide an environment that supports staff development, retention and agency mission fulfillment Objective_909fa4cd-2e18-4e6f-bb64-396af04addf8 3 [To be named] [To be named] 1 Employee Satisfaction Percentage PerformanceIndicator_3bc08732-6b12-4057-8f44-e6f8fd077338 Time Applicable: July 1- June 30 Data Source and Availability: HR Reports, updated annually Calculation Method: Meaningful Use of Measure: Ensuring DCA provides desirable work environment. 2018-07-01 93 Base: 93% 2018-07-01 2019-06-30 90 Maintain employee satisfaction rate of at least 90% Target: 90% 2018-07-01 2019-06-30 0 Actual: % 43443462-c40d-407e-8e69-8f06c697a623 1 Employee turnover rate Percentage PerformanceIndicator_6ad19c02-16a4-457d-8caa-3eb7f9455a2d Time Applicable: July 1- June 30 Data Source and Availability: SCEIS reports, updated daily Calculation Method: Meaningful Use of Measure: Ensuring DCA provides desirable work environment. 2018-07-01 15.4 Base: 15.40% 2018-07-01 2019-06-30 10 Target: <10% 2018-07-01 2019-06-30 0 Actual: % 06ec0b9b-477f-4f8c-bfcb-88f55baabdbd 1 Equal Opportunity Employment Rating Percentage PerformanceIndicator_77447228-5058-4dc4-abb0-a5fcb7d3ecf0 Time Applicable: July 1- June 30 Data Source and Availability: Human Affairs Commission reports, updated annually Calculation Method: Meaningful Use of Measure: Ensuring compliance with laws and DCA provides desirable work environment. 2018-07-01 100 Base: 100.00% 2018-07-01 2019-06-30 70 Target: >70% 2018-07-01 2019-06-30 0 Actual: % 2fcab0ae-03ff-49b5-a20c-1a488c39c425 StrategyPlan_d0836f82-d112-4944-b51f-0d3398788224 2018-07-01 2019-06-30 2025-12-24 https://www.stratnavapp.com/StratML/Part2/d0836f82-d112-4944-b51f-0d3398788224/Styled Submitter_d0836f82-d112-4944-b51f-0d3398788224 Owen Ambur