Appendix B: Strategic Alignment & Performance Measures
|
Strategic Goal Supported |
Performance Measure |
Five Year Planning Cycle Target |
Results |
|---|---|---|---|
|
Modern Regulator |
Percentage of compliance matters resolved through the 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%. |
93% 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. |
61% decrease in high risk infractions compared to benchmark exceeds |
|
|
Number of national and international committees and working groups with AGCO representation. |
Increase AGCO participation by 5%. |
9.5% Increase over 2016-17 exceeds AGCO target |
|
|
Service Excellence |
Average gaming and liquor application turnaround time. |
Average turnaround time meets or is lower than AGCO Standard (30 days) |
Liquor: 30 days Gaming: 13 days Meets or 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) |
26 days average turnaround, better than all comparable jurisdictions |
|
|
Percentage of gaming suppliers indicating very good/excellent level of service provided by AGCO testing and lab services. |
Increase percentage of gaming suppliers indicating very good/excellent level of service to 75%. |
91% of suppliers indicating good/excellent service exceeds AGCO target |
|
|
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%. |
94% of customers indicate they are satisfied with iAGCO. |
|
|
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%. |
89% of stakeholders reported feeling engaged/highly engaged, exceeding AGCO target |
|
|
People Centric |
Time to Fill Vacancies (Weeks) |
Average time to fill vacancies meets or is better than AGCO internal target (9 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) |
17.5 hours of training per employee exceeds AGCO target. |