Wisconsin Department of Workforce Development

Goals and Measurements

GOAL 1 - Excellent customer service through quality and timely work

Strategy 1 - Improve customer service by identifying customer service problems and develop methods to address

• Measurement - Promptness of key customer service delivery (e.g. time standards for imaged mail, responses to inquiries, answering calls, completing estimates)

Strategy 2 - Timely dispute resolution

• Measurement – Backlog of cases ready for hearing or pre-hearing

GOAL 2 - Insurers make timely, accurate payments and submit all required information in a timely manner with 100% accuracy

Strategy 1 - Improve timeliness and accuracy of payments and information submitted

• Measurement: Promptness of first indemnity payment

GOAL 3 - Employees experience job satisfaction, recognition, needed training, and are provided with the tools to do their job

Strategy 1 - Improve employee job satisfaction, recognition and training

• Measurement: Staff training by a) number of persons and b) number of hours

GOAL 4 - IT supports all strategic directions and utopian views

Strategy 1 - Improve IT usage throughout the division to support its strategic direction

• Measurement: Narrative list of information technology projects

GOAL 5 - All employees in the State of Wisconsin are provided with a safe work environment

Strategy 1 - Decrease workplace injuries and occupational disease

• Measurement: First opened claims and repeaters of poor safety performers

Program Focus – Maintain the solvency of the Uninsured Employer Fund (UEF)

• Measurement: UEF cash balance