AGENDA ITEM 28B

California Department of Consumer Affairs

2008 - 2012 Strategic Plan

CALIFORNIA DEPARTMENT OF CONSUMER AFFAIRS

Consumer rs Strategic Plan - 20 J 2

Contents

Preface ............................................................................................................ 3

What Do We Wa to Achieve?

Mission ............................................................................................................ 4 Vision .............................................................................................................. 4

............................................................................................................. 4

How Will We Achieve

Goals and Objectives ............................................................................... 5 - 12

Win WeIVleasure It? .................................................................. 13 19

What Have \Ve Accomplished? ......................................................... 20 21

2

Preface

To All Stakeholders:

I am IJ 1 ",W c)',u Department of Consumer 2008 the of

consumer consumers must

guiding principle in all that we vision, values and objectives y that

While many important and from our 2008 - 2010 Pfan m this updated improvement, customer efficient and timely

regulation some the content is new. the department Protection Initiative, at the

time for our' have to quickly reduce our licensing in support of the Administration's job creation

are committed to transparency accountability. this of the

success. contains a description of how we plan to measure our

l"AC.l"P<OC on most measures be rpr,nr'tp/i on website July 2010. In addition, we completed objectives from the Plan's -2010 version.

2008

in the and

- want and

2012 because we

California consumers and

Sincerely,

BRIAN J.

Department of Affairs

3

Department 12

Affairs Strategic

What Do We Want to Achieve?

Our Mission To protect serve interests of ifornia consumers.

Our Vision lifornia consumers make informed and access to competent

and ethical service providers.

Our Values toservi the' of California

consumers, the a government agency

of Consumer Affairs (DCA)

AccountabiHty - We are accountable the people of 'fornia each other as stakeholders. We operate transparently and encourage public participation in our decision-maki whenever possible.

Efficiency services with the

to deliver high-quality use our resources.

Effectiveness We make informed decisions that make a difference have a measurable impact.

Integrity We are honest, . and in our treatment everyone.

Customer Service - We acknowledge all as our cu r them, and their into account.

Employees We are an employer of choice and strategically train, and . employees. We value employee contributions talent.

Unity We draw strength our economlC diversity.

diversity as well as California's ever-changing cultural

4

How Will We It?

Goals and Objectives

Goal 1 California is the national m

Objective L 1 standards in by 31,20] 2.

lVIajor Activities for Objective 1.1

and maintain

Establish and track monthly Plans and program.

Academy all sworn and non-sworn enforcement

Reduce of Investigation case time to months.

Institute a Best Practices Committee to and identify internal and external best enforcement

Implement efficient department-wide guidelines intake and complaint handling, complaint handling, electronic mail for board and complaint prioritization.

a with Attorney office.

audit program.

~,."u"vv Activity Initiative to unlicensed activity violations.

standard procedures for with matter

health care consultants.

Enable parallel investigations for of Investigation.

Roundtable to improve and

Establish a contract with a collection agency to collect

5

Department of Consumer Plan - 2012

Objective 1.2 Update optimize enforcement related systems, by

31,2012.

Major Activities for Objective 1.2 Implement the Enforcement

the department's computer coding complaint and discipline.

Utilize webcasting to enforcement at Bureau, and

Implement enforcement fingerprinting regulations new and licensees.

Research, and ya IT

Objective 1.3 Update current and introduce new and regulations to more conduct enforcement by December 31,2010.

Major Activities for Objective 1 authority to board to investigation

all arts to

Implement uniform standards healing arts 'pncP"c within all arts programs.

Develop new legislation all non-healing arts programs to adopt more

Objective 1.4 and obtain the resources to objectives 1.1 ] .3 by

Major Activities for Objective 1.4 a Proposal additional non-sworn . training

non-sworn staff.

Generate a Budget Change Proposal to increase enforcement resources for non-healing arts

6

Goa12 s initiative

businesses to y enter CaJiforni the

workforce and job growth.

Objective 2.1 Reduce our pending ications for I by fifty percent by July 1, 10, a!lowll1g approximately 36,300 individuals andlor businesses to enter workforce.

l\lajor Activities for Objective 2.1 Identify resources needed (overtime, temporary help).

Obtain Department to resources.

temporary to work on reducing backlog.

Goal 3 California is recognized national in professional licensing, contributes effectively to job in California.

Objective 3.1 Evaluate the licensing process efficiency September

l\lajor Activities for Objective 3.1 and

0.

nrr'''·p.,o~' for process

redundancies renewal applications; identify nrr"'p,,,c improvement, and

bottlenecks the

have current licensing and manuals

Research, and apply a superior

Objective 3.2 the

2011. for by May 30,

Major Activities for Objective the computer-based licensure examination to identify

improvements.

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241

updating I the on-line occupational

mil1lmum qualifications for licensure for by June 2012.

Major Activities for Objective 3.3 Evaluate minimum qualifications for J to ensure that they remain relevant and consistent with standard

legislative amendments, jf necessary, to modify minimum qualifications.

communication and outreach efforts provide consumers

Objective 4.1

Goal 4

with relevant, timely, up-to-date information.

consumer education by February Measure the 11.

Major Activities for Objective 4.1 and implement consumer for evaluating

consumer education (Take Charge Before You

Analyze modify the as

Objective 4.2 Consumer Information and are optimally equipped to

to consumer and licensee inquiries. Continuous, April

Major Activities for Objective 4.2:

Update the lnfonnation s Voice Recording system.

Information Center staff (Call Center and Correspondence Unit with continuous team-building, and customer matter trammg, to ensure information they provide to consumers and licensees is accurate and conveyed courteously and ly.

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242

Dep3l1ment Plan 12

Objective 4.3 Continuously provide infolmation to licensees about current laws, regulations, and standards, I, 10.

Major Activities for Objective 4.3: information above to all

no less annually.Fad a roundtable discussion

Objective 4.4 Develop partnerships with to promote consumer by December 31, 0.

]\iajor Activities for with professional consumer protection information to

their members.

Objective Provide 1\,.."(\£>,..,, board to and with

July 31,

Major Activities for Objective Conduct at one training each year for board

GoalS is "THE" state employer of choice

Objective programs and tools November 30, ° will

professional development and help ensure a workforce that meets the Department's strategic objectives and needs.

Major Activities for Objective Develop and implement an internal job rotation on a pilot basis to

opportunities and

the success of supervisors'/managers' pilot mentoring program.

If pilot is su(~cessn program to include and staff.

Complete the Knowledge Management ensure all boards, and have plans to continuously update their procedures and manuals.

9

Department of Consumer Affairs Strategic Plan 2008 - 2012

Objective 5.2 Provide opportunities for all employees to learn and share with one another and with management. (Internal communication program to begin July 1, 20 I 0.)

Major Activities for Objective 5.2 DCA Director will hold town hall meetings no less than quarterly for employees to share their opinions and suggestions.

Develop a formal departmental internal communications program, which includes the internal Did You Know newsletter.

Goal 6 DCA provides excellent customer service to its external and internal stakeholders by adhering to the 7Cs of Customer Service - Complete, Concise, Correct, Concerned, Committed, Courteous, and Clear.

Objective 6.1 Evaluate customer service levels to external stakeholders and make improvements where necessary by July 30, 2011.

Major Activities for Objective 6.1 Design and implement methods (e.g., surveys) and performance measures to continuously measure satisfaction of DCA's external customers (primarily, licensees and consumers).

Evaluate feedback to determine the feasibility and viability of changing work practices to better meet licensees' and consumers ' needs.

Implement major recommendations.

Objective 6.2 Evaluate customer service levels to DCA's client boards, bureaus, and programs by July 31,2010.

Major Activities for Objective 6.2 Conduct internal client customer service surveys to ensure that DCA's divisions are providing good customer service to boards, bureaus, and programs.

Evaluate feedback to determine the feasibility and viability of changing work practices to better meet employees' needs.

Implement major recommendations.

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244

Team 20 I I, to ensure that internal

l\1ajor Activities for Objective 6.3 Complete I-Iuman Process Improvement which incl an interactive Intranet tool and electronie versions all human resource forms.

DCA's contracting

Conduct Improvement Correspondence Unit.

Goal 7

Conduct nr,,('pc

DCA II keep of the latest to serve stakeholders.

Objective Implement technology to customer for external and internal customers by December 3l, 2012.

Major Activities for Objective Implement BreEZe, the Customer Service Web ad-hoc reporting tool, and

imaging capability.

Promote the use of social media (Fucebook, Twitter, and YouTube) as supported by State Information with

, to customer

Replace the department's e-mail with Outlook.

11

.. satisfaction with our customer

.. Public Awareness ­ the level

• - the internal communication and

public awareness of DCA of

and in areas such as

growth.

Department Consumer Affairs Plan 2008 12.

How Will We Measure It?

following en fo rcem en t,

targets apply to our three mam The measures

assess: outputs we produce (e.g., number

cases worked).

.. Volume ~ the number of licenses issued; number

.. the

.. Efficiency (Cost) on

A verage number to

Enforcement

N/A

Goal 1

Improved • Number of

complaints received

PM Cycle Time

understanding of the efficiency of enforcement

satisfaction

Long-Term: Increased consumer safety

12

246

Department of Plan 2008

A verage cost intake and investigation for complaints not resulting in

Consumer satisfaction with the service received during

enforcement

individual boards! bureaus

by individual boards/ bureaus

13

Department Affairs Strategic Plan 2008 - 12

Number of licenses or

Enforcement Goals 1and 6

Goals 2 and 3 I Not ! applicable

Long-Term: Increased safety

14

Department Plan

A - 201

registration issued

: Cycle

time of

or

programs

Long-Term: Positive impact on California's economy by ensuring that costs to enter a profession or

are reasonable

15 249

Department of Consumer Atfairs Stmtegic Plan 2008 - 2012

! MEASURE TYPE/NAME

BUSINESS FUNCTION

RELATED GOAL

TARGET DESIRED OUTCOME

PM ]5: Efficiency (Cost)

A verage cost to issue a renewal license or regi stration

Licensing Goals 3 and 6 To be developed

Short-Term: Increased licensee satisfaction

PM ]6: Customer Service

Licensee satisfaction with the license or certification application process

Licensing Goals 3 and 6 To be developed

Short-Term: Increased licensee satisfaction

Long-Term: Improved micro-processes

PM 17: Customer Service

Licensee satisfaction with the license or certi fication renewal application process

Licensing Goals 3 and 6 To be developed

Short-Term: Increased licensee satisfaction

Long-Term: Improved micro-processes

PM 18: Volume

Number of inquiries (calls, correspondence, etc.) received by the Consumer Information Center

Consumer Education

Goal 3 Not applicable

Long-Term: Improved understanding of workload volume

16

250

Public Awareness Levels

Consumer Education

Consumer Education

Overall A

obtained from BAR)

ShOli-Term: Increased customer satisfaction

17

Affairs 12

Awareness Levels

Employee Satisfaction Levels

with areas such as opportunities for learning, advancement, and communication

DCA information on how to improve internal

18

and

Department of 2008 ­

Affairs 2

\Vhat Have We Accomplished?

objectives accomplished since our last Plan was

Enforcement Enhancement and Improvement. DCA embarked on an ambitious Consumer Protection Initi The initiative approach at improving the depal1ment's legislation, internal improvement, and enhanced resources. Program objectives are under 1 of this plan. of objectives have already completed: the development of an internal Enforcement Academy middle measures, discussed below.

Job Creation. We function plays a critical role in the 20 lOwe another ambitious the Job Creation Initiative, at quickly reducing our

application workload. Program objecti ves are listed under 2 of this pJ an,

Process Improvement. We Individual Development (SOLID) organizational development began implementing a

improvement project the Resources, which will be completed in April 1 SOLID will ",....'trw.,.., ""Cnf",'3" improvement work for DCA's contracting and 2010.

Performance working with executives, middle managers, and line staff, a set of nine measures for

13 ­ 14), and is leading effort to streamline and modernize DCA's thirty-year coding system for '-JeW,,", ..+.'" volume,

since proposed ....""'7",...".,

meeting through

as well as employee used to assess DCA will

bureau, on measures in

method and report-card I

for complaint intake, investigations, and its findings to executive leadership

board/bureau/program website.

probation February O.

Best Practices. SOLID committee, which rpc ..",',...

The committee

19

rrrnp'H of Consumer A tfai rs Strategic Plan - 2012

Consumer Board Member Education. consumer education titled are to educate Cali

marketplace; provide resources, and needed to make informed and appropriate choices; and compel consumers to improve marketplace skills. DCA IS . with community based orgamzations, and public hbraries in to

example, we for unlicensed activity

We held the PACT (Professionals Achieving Consumer Trust) Summit 2008, as a and event our 300 board Board were provided with training on ethics, board

demographic and regulatory and consumer protection Conference participants their experience highJy.

Development. chairpersons and their

Roundtable in Roundtable

Health

Organizational and Employee Development. To of choice 3 in the plan), SOLID successful internal and

11& Leadership Forum

employer following

forum is an opportunity for Director and

raise share 11& - held quarterly, the roundtables are an opportunity for

the department's middle management to meet with and other staff to hear and accomplishments.

11& Mentor Program a pilot for and managers was implemented 2009, and will be evaluated O.

11& this a customer model for new improved customer training, Newsletter. Managers are encouraged to use evaluations and for promotion.

11& New Welcome and Orientation 0'-'J,J1V'

11& Employee Box SOLID staff respond to anonymous and complaints through mechanism.

20 254

Department of Strategic Plan 2008

• of YearAward. • Employee Appreciation Days annually in Northern

California).

Ie

In addition, we a new, integrated, enterprise-

the for

multiple "workaround" systems with an integrated for use by all The project was the of Chief Officer (OeIO) in November 2009, and Proposal (RFP) a vendor is currently development. The system implementation is anticipated in December 2012.

•

the reasons

• Management unit within SOLID oversees

middle management to help them who are to DCA, as well as

the

Committee.

licensing system icant tracking, licensing, renewal, enforcement, monitoring, cashiering, and data

will replace the existing ATS,

21 255