Continuous Positive Reinforcement (CPR):The Absence of Flatlining in State Government

A Case Study of Texas Department of Insurance

Survey of Organizational Excellence

Administrative Operations &Chief of Staff

Commissioner of Insurance

Consumer Protection

Financial Insurance Fraud

Life, Health & Licensing Legal & Compliance

State Fire Marshal's Office Property & Casualty

TDI's Compact with Texans

TDI sets the PACE for customer service through our Professional Attitude, Competence and Efficiency. As a customer of TDI, you can expect us to:

• treat you with courtesy and respect• be fair, ethical and professional• provide timely and responsive service• give you clear, accurate and consistent information• follow through on our commitments• strive for continuous improvement in all of our services, and• go the extra mile in our efforts to serve you.

approvals & disapprovals; filings; cases; info oncompanies; info on taxable entities; licensed

agents; premium data; licensing; eligible insurerslist; special deposit info; space; inspection

reports; complaint info; fees; recommendationson licensing; requests for enforcement action;petitions; registration; recommended benefit

providers; census track data; technical resources;legal counsel; audit responses; publications;

fiscal notes; mapping; GIS systems; billcomments

TDI

publications; speeches;relief/restitution; training;

referrals forenforcement; buildingcode specs; meetings;workshops; inspections

business; contracts;publications;

proposed rules;questions;

interpretations ofcode; meetingrequests; legal

pleadings; filings

publications; specialcomputer runs;

approvals &disapprovals;

interpretations ofcode; audiences;

meetings

reports;proposed rules

data about individuals; agents;companies; evidence; witnesses; legalbriefs; space; resources; referrals forenforcement; licensing info; stats &

financial data

cases; fees audiences; technicalresources; meetings;

reports

oversight; reports; meetings; recordstorage & management;

authorizations; fees; training; audits;manuals

meetings;seminars;

workshops; reports;analysis of

similarities in laws;reinsurance

program

publications;requests; stat

data; meetings

money/tuition; helpwith research;

expertise; contracts

data on competitors; approval & disapproval; datacalls; licenses; rules; interpretation of code,;

complaints; disciplinary actions: fines, suspensions;other regulatory actions; technical financial info;publications; manuals; examinations/audits; statplans; inspection reports; seminars/workshops;

meetings; testimony, oversight; appeals

certification; certificates; registration;clearance letters; audits; disciplinary

action; statistical calls, newsletter;manuals, investigations; interpretation of

laws; training; status of filings

qualifyingcriteria

press releases; columns;live interviews; publications;info sheets on issues; statdata; copies of rules; news

conferences; talk showparticipation; interpretations

of laws; research

studies;fees

Inspectors

SFMO Customers:Licensed entities and

individuals; Firedepartments; Law

enforcement agencies;Public schools

Universities,ResearchFacilities

AdvocacyOrgs

Federal, International,Other States'

Regulatory Agencies

TexasAgencies

ContractorsSDRs

Legislature

Special Master,Courts & SOAH

LawEnforcement

Agencies

AdvisoryOrgs

TradeOrganizations/

LobbyistsLaw Firms

ConsumersFinancial

Institutions

NewsMedia

Agents

Companies,Insurers,HMOs,

Insurers ofLast Resort,

QuasiInsurance

Entities

company info; complaint info;regulatory action info; suspected

fraud info; fees: database,membership, seminar;

participation; expertise; computerprojects; publications; grant fund

applications

NAIC,NASFM

licenses; inspections;investigations; evidence;

testimony; TEXFIRS;educational materials

StrengthsConsumer Protection TDI StatewideScore Construct Score Construct Score Construct432 Strategic

Orientation404 Strategic

Orientation392 Strategic

Orientation399 Quality

392 ExternalCommunication

Opportunities for GrowthConsumer Protection TDI StatewideScore Construct Score Construct Score Construct

286 Fair Pay 289 Fairness

298 SupervisorEffectiveness

293 SupervisorEffectiveness

Advertising Unit

Consumer Protection

Complaints Resolution

Information Assistance Public Education

Special Work AssignmentsTeam

TDI's Strategic Plan

TDI Goal 1: Encourage Fair Competition in the Insurance Industry

Objective: Reduce impediments to competition and improve insurance availability

Strategy: Provide information to consumers and industry

Output measure: Number of inquiries answered

Consumer Protection Performance Measures

1.1.1Output 1

Number of inquiries answered FY 2001 Target:346,800

June:28,848

YTD:274,668

1.1.1Output 1

Number of inquiries answeredwith PCCI hits

FY 2001 Target:346,800

June:49,148

YTD:467,243

1.1.1Output 2

Number of rate guidesdistributed

FY 2001 Target:400,000

June:16,836

YTD:526,328

1.1.1Output 3

Number of consumerinformation publicationsdistributed

FY 2001 Target:2,000,000

June:121,101

YTD:1,881,530

1.1.1Output 4

Number of consumerinformation presentations

FY 2001 Target:500

June:61

YTD:483

1.1.1Effic. 1

Average cost per rate guide FY 2001 Target:$.60

3rd Quarter:29 cents

YTD:37 cents

1.2.1Output 1

Number of complaintsresolved

FY 2001 Target:20,000 (CP)

June2,677 (CP)

YTD:23,872 (CP)

1.2.1Output 2

Number of insuranceadvertising filings reviewed

FY 2001 Target:6,000

June:469

YTD:4,951

1.2.1Output 6

Dollar amount returned toconsumers through complaintresolution

FY 2001 Target:$26,000,000

June:$2,327,594

YTD:$23,944,795

1.2.1Effic. 1

Average response time (days)to complaints

FY 2001 Target:38 days

June:35.12 (CP)

YTD:32 (CP)

Information AssistanceCall Center

*** ACD PILOT NUMBER CURRENT REPORT *** Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50

PILOT CALLS ABAND FINAL ANS --- ANSWERED ---- TRGT QUED XFRD REPORTDIR. OFFRD CALLS DISP CALLS NORM AUTO MANUL %ANS CALLS QUED CALLS DURA(UGP) (DEFLC) CALLS + AVG OVFL OVFL <TGT + AVG LONGST HH:MM-------------------------------------------------------------------------------46471 1605 57 13 1530 1530 0 0 60 824 244 17:03( 100)( 5) 00:28 84% 00:48 05:16

*** ACD AGENT AVERAGE REPORT - PILOT 46471 - USER GROUP: 100 Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50TOTAL PILOT NUMBER ACTIVE TIME........09:00:00 (CURRENTLY IN NIGHT SERVICE)-------------------------------------------------------------------------------DIR. AGENT ONLINE UNANS XFRD # ACD AUTO #HOLD #OUTG #INCM #INTRNUMBR ID TIME CALLS CALLS CALLS WRAP AVAIL CALLS ACD CALLS CALLS + AVG AVG AVG + AVG + AVG + AVG + AVG-------------------------------------------------------------------------------11022 4:20:48 0 9 65 4 6 0 5 11022 UNASSIGNED 03:04 00:12 00:00:28 00:27 00:29 00:00 00:0557523 1:11:14 0 2 21 0 0 0 1 57523 SMITH FRANK 575 03:07 00:07 00:00:06 00:00 00:00 00:00 00:06

DAILY 100 CALL CLUB

100+Kathy 125 and 7:24Sandra 109 and 7:25Linda R. 112 and 8:01Margie 119 and 7:04Sally 103 and 7:02Shauna 109 and 7:25Alice 116

90's + 7hrs.Cassandra...93 And 7:27Mark...97 And 7:07Frank R. ...7:08

EMPLOYEE DEVELOPMENT PLAN

The Employee Development Plan allows management, with the employee, to identify strengths and weaknesses to improve and/orenhance performance.

a. Prior to the meeting, the employee and/or manager should establish job objectives for the performance period. Identify two orthree major job objectives. The employee and the supervisor should discuss the objectives for improvement and/orenhancement.

b. There are five performance ratings ranging from minimum to maximum performance. The supervisor and the employeeshould agree on the expected performance. The expected performance must be written in the space below. Minimum andmaximum indicate performance below and above expected.Mark number 1,2,3,4 or 5 to indicate the performance level achieved.Check the box not achieved if the objective was not completed due to employee nonperformance.

8. Job Objective 1 Date Set 02/00 Expected Results Date ReviewedTo help promote competition in the marketplace byproviding information to consumers and industry via theagency's consumer help-line.

To be on-line an average of 6 hours a day. To distribute publications, company profiles and return phone

calls within 24 hours. To report early warning indicators withing 2 hours of receiving

information

1 2 3 4 530pts Minimu

mExpected Maximu

mNot Achieved

9. Job Objective 2 Date Set 02/00 Expected Results Date ReviewedMeet all management reporting requirements andstandards

Daily maintain ACES, DAL and any other required reports. Meet with manager on a monthly basis.

1 2 3 4 515pts Minimu

mExpected Maximu

mNot Achieved

10. Job Objective 3 Date Set 02/00 Expected Results Date ReviewedPersonal objective: To make myself more available toassist consumers and to do so in a professional manner.

To average 6.5 hours on-line a day. To complete the class "Working Your Way To Customer

Satisfaction."

1 2 3 4 515pts Minimu

mExpected Maximu

mNot Achieved

TDI Goal 6: Value the Diversity of TDI's Workforce and the Contribution of Each Employee

Objective: Create and maintain a supportive work environment for all employees

TDI’s Strategic Plan

CP and the Survey of Organizational Excellence

Next Steps

1997-1998 1999-2000 2001-2002Strengths 5 Strengths 3 Strengths ManyGrowth 0 Growth 0 Growth 0

Employees 65 Employees 31 Employees 86