Table 3 – AGCO Performance Measures 2018-19

Strategic Goal Supported	Performance Measure	Five Year Planning Cycle Target	Results 2018-19
Modern Regulator	Percentage of compliance matters resolved through the Letter of Incident (LOI) process without a request for hearing.	Maintain the ratio of compliance matters resolved through LOI process without request for hearing at an average of 90%.	94% compliance matters resolved through LOI process exceeds AGCO target
Modern Regulator	Percentage of high-risk infractions following transition to a compliance-based operating model.	Maintain an average 30% decrease in infractions compared to benchmark data.	85% decrease in high risk infractions compared to benchmark exceeds AGCO target
Value for Money	Average gaming and liquor application turnaround time.	Average turnaround time meets or is better than AGCO Standard (30 days).	Liquor: 13.25 days Gaming: 12 days is lower than AGCO Standard for turnaround.
Value for Money	Average electronic gaming lab testing turnaround time.	Average turnaround time meets or is better than comparable jurisdictions (New Jersey = 53 days, Michigan = 52 days, and Nevada = 35 days).	20 days average turnaround, better than all comparable jurisdictions.
Strategic Engagement	Percentage of stakeholders indicating a high level of engagement following AGCO consultations using a Stakeholder Engagement Plan.	Percentage stakeholders reported feeling engaged/highly engaged during stakeholder consultations averages 80%.	88% of stakeholders participating in the Cannabis Webinar Series reported feeling engaged/highly engaged, exceeding AGCO target.
Strategic Engagement			93% of stakeholders participating in the Municipal Engagement Webinar Series reported feeling engaged engaged/highly engaged, exceeding AGCO target.
Quality Service Experience	Overall customer satisfaction with iAGCO, the AGCO’s new automated online licensing and registration solution.	Percentage of customers reporting feeling satisfied with iAGCO averages 80%.	*93% of customers indicate they are satisfied with iAGCO, exceeding AGCO target.*
Quality Service Experience	Percentage of gaming operators indicating excellent level of satisfaction with AGCO testing and lab services.	Increase percentage of gaming operators indicating excellent level of service to 75%.	100% of gaming operators indicating excellent level of service exceeds AGCO target.
Rewarding Workplace	Time to Fill Vacancies (Weeks).	Average time to fill vacancies meets or is better than AGCO internal target (8 weeks).	6.7 weeks average time taken to fill vacancies exceeds AGCO target.
Rewarding Workplace	Number of Training Hours Per Employee.	Average number of training hours taken per employee meets or exceeds AGCO target (15.75 hours).	19.08 hours of training per employee exceeds AGCO target.