Business, Transportation and Housing Agency

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Business, Transportation and Housing Agency
Secretary Sunne Wright McPeak Performance Impro
vement Initiative Overview and Accomplishments
December 2005
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Business, Transportation and Housing Agency
Departments
Department of Transportation (Caltrans)
Department of Housing and Community Development
(HCD)
California Highway Patrol (CHP)
Department of Motor Vehicles (DMV)
Department of Real Estate (DRE)
Office of Traffic Safety (OTS)
Office of Real Estate Appraisers (OREA)
Department of Alcoholic Beverage Control (ABC)
Department of Corporations (DOC)
Department of Managed Health Care (DMHC)
Department of Financial Institutions (DFI)
Office of Patient Advocate (OPA)
California Housing Finance Agency (CalHFA)
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Business, Transportation and Housing Agency
Economic Development Programsand Initiatives

• International Trade Promotion
• Technology Development and Transfer
• (TDT)
• Office of Military and Aerospace Support
• (OMAS)
• Infrastructure Bank
• (I-Bank)

California Economic Development
Partnership (CEDP)
California Travel and Tourism Commission
(CTTC) California Film Commission (CFC)
Small Business Loan Guarantee Program (SBLGP)
Small Business Board
Goods Movement Action Plan (GMAP)
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California Performance Review
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Overview

• BTH Performance Improvement Initiative - Phase I
• Aligned with Governor Arnold Schwarzeneggers
  California Performance Review, launched PII in
  December 2003 to ensure clarity of focus on
  program outcomes and efficiency of operations.
  BTH goal
• Transition all departments to performance-based
  management to
  
• Achieve optimal cost-effectiveness.
• Assure citizens and taxpayers of CA and customers
  of all departments they are getting a high rate
  of return on their investment of tax dollars and
  fees.
• Manage in a business-like, customer-friendly
  manner that is clear, transparent and accountable
  to public.
  
• Established blue-ribbon, advisory Expert Review
  Panels of individuals from wide variety of
  disciplines in private sector. Panels
  
• Reviewed department missions, products and
  outcomes, performance metrics and benchmarks.
  
• Held public meetings to obtain input of
  stakeholders and representatives of regulated
  communities.
  
• Developed recommendations, and shared report with
  California Performance Review and Governors
  Office.
  
• Developed action plans to implement Expert Review
  Panel recommendations.

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Overview

• BTH Performance Improvement Initiative - Phase
  II
  
• Developed program-level action plans for core
  programs, identifying
  
• Strategic goals.
• Strategic objectives.
• Strategies.
• Relevant performance measures.
• Action plan steps, including
• Persons responsible.
• Timeframe.
• Resources required.
• Completion date.
• Presented program-level action plans to Expert
  Review Panel.
  
• Developed template for departments to use in
  regular reports to Secretary on critical
  performance measures that will provide snapshot
  of relative department performance.
• Researched appropriate software applications and
  systems for performance-based management needs.
  
• Established agency-wide Performance Improvement
  Council to foster knowledge sharing, expedient
  deployment of best practices, and inclusiveness
  in decision making relative to performance
  improvement actions affecting all departments.

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Accomplishments of Departments, Programs and
Initiatives

• Department of Alcoholic Beverage Control (ABC)
• Converted 28 sworn peace officer positions to
  licensing positions.
  
• Implemented fast-track licensing, reducing wait
  times (San Francisco, 31 to 5 days, Sacramento,
  16 to 2 days Santa Rosa 67 to 2 days).
  
• Re-engineered accusation process to ensure
  violations are registered within 90 days.
  
• Compiled impressive statistics for FY 04-05,
  including having filed 1,567 accusations for
  alcohol violations against California businesses,
  which is a 60 increase over the previous year,
  as a result of ABC Minor Decoy Operations.
• Department of Corporations (DOC)
• Worked to pass legislation and implement
  procedures to reduce by 92 (120 to 10 days) the
  processing time required to license branch
  offices of finance companies.
• Increased administrative, civil, and criminal
  actions by 60 compared to 2004.
  
• Presented more than 440 Senior Against Investment
  Fraud (SAIF) events in 2005, educating and
  helping protect investments for more than 51,000
  attendees.
• Found through examination process unauthorized
  and illegal charges by mortgage bankers and
  financial lenders, resulting in required refunds
  exceeding 18 million to more than 20,000
  consumers more than a 300 increase from 2004.
  
• Initiated comprehensive functional integration
  analysis with DFI, DRE, OREA all 30
  recommendations resolved or completed.
  

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Accomplishments of Departments, Programs and
Initiatives

• Department of Real Estate (DRE)
• Reduced examination and licensing process time by
  54 (175 to 80 days) despite increases in
  workload ranging from 42 to 106.
  
• Reduced processing time for subdivision public
  reports by a minimum of 6 days (7, from 75 to 69
  days) to a maximum of 28 days (37, from 75 to 47
  days) despite 8 increase in filings achieving
  60 of the 115 days allowed by statute.
• Reduced timeframes for enforcement investigations
  
  
• (48 to 42 for 6 months, 20 to 14 for 12
  months).
  
• Significantly expanded online transactions and
  examinations resulting in online completion of
  53 of license change transactions, 42 of
  license renewals and 59 of examinations
  scheduled.
• Office of Real Estate Appraisers (OREA)
• Increased productivity to process license
  applications in less than 90-day timeframe
  despite 30 increase in volume since March 2004.

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Accomplishments of Departments, Programs and
Initiatives

• Department of Motor Vehicles (DMV)
• Reduced field office wait times average from
  almost 1 hour to 21 minutes.
  
• Increased vehicle registration renewals on
  Internet by 112 instituted driver license
  renewals on Internet, now handling more than
  2,000 transactions per day and growing each
  week.
• Reduced telephone busy signals by 95.
• Department of Transportation (Caltrans)
• Launched organization-wide assessment to achieve
  50 million in efficiencies for the 2005-06
  fiscal year.
  
• Implemented 19 delegations of authority to
  districts to streamline headquarters operations.
  
• Working with stakeholders, developed first-ever
  transportation system performance measures.
  
• Developed consensus on future strategic direction
  of Caltrans and established process for
  organizational buy-in on program-level action
  plans.

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Accomplishments of Departments, Programs and
Initiatives

• Office of Traffic Safety (OTS)
• Re-engineered 37 internal processes (saving 4,809
  staff hours).
  
• Reduced start-up time for grants.
• Cut claims processing by 33 (18 to 12 days).
• Developed streamlined grant application designed
  for local law enforcement agencies, thereby
  reducing paperwork and time required for
  applicants, and reducing number of days required
  for staff to process grants.
• California Highway Patrol (CHP)
• Achieved 92.5 occupant restraint compliance.
• Realized 48 decrease in States mileage death
  rate since 1985.
  
• Directed driver safety training to nearly 400,000
  potential motorcyclists, 400 child passenger
  safety technicians, 400 new teenage drivers.
  

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Accomplishments of Departments, Programs and
Initiatives

• Housing and Community Development Department
  (HCD)
  
• Expedited award of Proposition 46 bond funds,
  producing more than 76,300 homes and shelter
  spaces.
  
• Worked with local governments to achieve a 74
  compliance rate for local housing plans (housing
  elements), the highest rate ever. Achieved rate
  as more cities than ever are planning for new
  homes.
• Continued to improve customer and online services
  for owners and sellers of mobilehomes and
  manufactured homes.
  
• Established Housing Team with CalHFA and DRE.
• California Housing Finance Agency (CalHFA)
• Increased multifamily mortgage loan commitments
  49 to 378 million.
  
• Surpassed homeownership lending goal of 1.25
  billion.
  
• Introduced innovative Interest Only PLUS
  35-year mortgage, which now accounts for more
  than 30 of new mortgage activity.
  

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Accomplishments of Departments, Programs and
Initiatives

• Department of Managed Health Care (DMHC)
• Completed business process analysis to reduce
  licensing documents received by Health Plans by
  50.
  
• Acted aggressively to protect consumers from
  fraudulent discount health card companies.
  
• Improved HMO Help Center telephone service to cut
  waits.
  
• Established system to ensure claims payment to
  doctors and hospitals.
  
• Collaborating with Health and Human Services
  Agency on access to health insurance solutions.
  
• Office of the Patient Advocate (OPA)
• Increased participation (nearly 250 medical
  groups) in HMO Report Card, of which the language
  services assessment component is the first of its
  kind in the nation.
• Expanded outreach for HMO consumers by providing
  more than 54,000 consumers with one-on-one
  education about their HMO rights, and distributed
  HMO Consumer Guides and Senior Guides to more
  than 637,000 HMO consumers.

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Accomplishments of Departments, Programs and
Initiatives

• Department of Financial Institutions (DFI)
• Cut processing time for new bank application by
  55 (from 153 to 69 days ).
  
• Implemented Web-based applications for
  Transmitters of Money Abroad, and received
  California Team Excellence Award for this
  accomplishment.
• Won 2005 Sacramento Workplace Excellence Leader
  Award for Small Government Agency/Public Sector
  the first time a State department has won this
  category.
• Infrastructure and Economic Development Bank
  (I-Bank)
  
• Issued 2.4 billion in revenue bonds including
• Bonds for California Energy Commission for energy
  efficiency projects of local governments.
  
• Bonds to enable California Insurance Guarantee
  Association to continue making payments for
  worker's compensation claims.
  
• Commercial paper for continued work by Caltrans
  on State's Toll Bridge Seismic Retrofit Program.
  
• Bonds to finance loans to several financially
  troubled urban school districts.
  
• Recognized as 3rd largest municipal issuer in
  California as a result of expanded outreach.
  

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Accomplishments of Departments, Programs and
Initiatives

• California Travel and Tourism Commission (CTTC)
• Launched major winter sports campaign, California
  Snow.
  
• Supported China Trade and Travel Mission.
• Partnered with Southwest Airlines in television
  ads.
  
• Secured private sector funding that met required
  60 - 40 match.
  
• Ensured future funding match by CTTC vote to
  increase tourism assessment fee level.
  
• Established online California travel booking
  engine.
  
• California Film Commission (CFC)
• Developed and launched first-of-its-kind On-Line
  Permit System that reduces paperwork and
  streamlines permitting process for filmmakers.
  
• Developed legislative proposal (AB 777, a
  two-year bill) to implement statewide tax
  incentive to support filming in California.
  
• Redesigned entire CFC website to make it more
  user-friendly.
  
• Created and signed MOU with newly formed Film
  Liaisons in California Statewide Nonprofit
  Organization (57 Regional Film Offices throughout
  State).

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Accomplishments of Departments, Programs and
Initiatives

• Office of Military and Aerospace Support (OMAS)
• Successfully completed federal base realignment
  and closure process
  
• Of 279,000 defense-related jobs in California,
  only 700 were lost.
  
• Of Californias 62 military sites subject to
  review, only 2 were closed. A third was
  partially closed at behest of local community.
  
• Several bases had significant increases in people
  and missions transferred from other states.
  
• Key military sites in California retained
  include (1) Space and Missile Systems Command
  at L.A. AFB (2) Navy Postgraduate School and
  Defense Language Institute at Monterey (3) USMC
  Recruit Depot in San Diego (4) Ft. Irwin
  National Training Center and (5) Edwards AFB.
• Small Business Loan Guarantee Program (SBLGP)
• Set program highs for number of guaranteed loans,
  jobs created/retained, and total amount of
  financing made available to small businesses.
  
• Achieved lower per-loan cost as set in budget.
• Worked with Labor and Workforce Development
  Agency to develop an Internet portal for doing
  business in California.
  
• Revitalized Small Business Board and developed
  Action Plan.
  

SBLGP
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Accomplishments of Departments, Programs and
Initiatives

• California Economic Development Partnership
  (CEDP)
  
• Established this interagency initiative to work
  with appropriate economic development resources
  to retain, expand and attract jobs to California
  by
• Providing one-stop point-of-contact to furnish
  information and assistance to employers
  interested in remaining, growing and/or locating
  in California.
• Coordinating all State government economic
  development activities and leveraging State
  resources into seamless network of services and
  programs.
• Jointly created California Business Portal
  Website with Labor and Workforce Development
  Agency.
  
• Developed Action Teams (A-Teams) to seek out and
  respond quickly to extraordinary economic
  development opportunities.
  
• International Trade Promotion
• Convened California International Trade Council,
  which is a collaboration of numerous entities,
  including public- and private-sector
  organizations, that are involved with global
  trade activities.
• Actively participated in trade promotion for
  California through various missions with
  California International Trade Council and
  International Trade Partnership.

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Accomplishments of Departments, Programs and
Initiatives

• Goods Movement Action Plan (GMAP)
• Collaborated with CalEPA on Goods Movement in
  California Policy Statement to express desire to
  improve and expand goods movement industry and
  infrastructure in California in a manner that
  will
• Generate jobs.
• Increase mobility and relieve traffic
  congestion.
  
• Improve air quality and protect public health.
• Enhance public and port safety.
• Improve Californias quality of life.
• Collaborating with CalEPA on transparent,
  two-phase process to develop a comprehensive
  Goods Movement Action Plan that includes
  stakeholder input.
• Issued Phase I Foundations and Draft Phase II
  Progress reports.
  
• Technology Development and Transfer (TDT)
• Supporting efforts between Californias
  technology-based industry and States public and
  private universities to
  
• Increase technology commercialization.
• Maintain State as preferred location for
  research.
  
• Improve and increase win-win opportunities for
  academic innovation and economic development.
  
• Established Life Science CEO Roundtable.
• Collaborating with University of California,
  California Institutes of Science and Innovation,
  and team from the Monitor Group.
  

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NEXT STEPS

• Performance Improvement Initiative
• Phase III (Fiscal Years 2005-06 and 2006-07)
• Fully implement structured, automated management
  reporting system for critical performance
  measures and departmental issues and initiatives,
  including Web-based reports to public to promote
  transparency of government.
• Identify and implement appropriate training to
  ensure consistency in application.
  
• Absent statewide system for performance-based
  budgeting, develop means of reporting linkage
  between resources required and results achieved.
  
• Establish system of performance reviews in
  departments to ensure validity of information and
  accountability of management and staff.
  
• Develop effective program for reporting PII
  accomplishments to public and other stakeholders,
  including the media and government control
  agencies.
• Continue to leverage valuable input of Expert
  Review Panel in future activities related to
  transition to performance-based management,
  including refinement of program-level action
  plans and necessary shift in organizational
  cultures.

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Business, Transportation and Housing Agency
Secretary Sunne Wright McPeak Performance Impro
vement Initiative Overview and Accomplishments
December 2005