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
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.
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.
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.
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.
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.