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Continuous Positive Reinforcement (CPR): The Absence of Flatlining in State Government

Continuous Positive Reinforcement (CPR): The Absence of Flatlining in State Government. A Case Study of Texas Department of Insurance Survey of Organizational Excellence. TDI's Compact with Texans

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Continuous Positive Reinforcement (CPR): The Absence of Flatlining in State Government

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  1. Continuous Positive Reinforcement (CPR):The Absence of Flatlining in State Government A Case Study of Texas Department of Insurance Survey of Organizational Excellence

  2. TDI's Compact with Texans • TDI sets the PACE for customer service through our Professional Attitude, Competence and Efficiency. As a customer of TDI, you can expect us to: • treat you with courtesy and respect • be fair, ethical and professional • provide timely and responsive service • give you clear, accurate and consistent information • follow through on our commitments • strive for continuous improvement in all of our services, and • go the extra mile in our efforts to serve you.

  3. TDI's Strategic Plan TDI Goal 1: Encourage Fair Competition in the Insurance Industry Objective: Reduce impediments to competition and improve insurance availability Strategy: Provide information to consumers and industry Output measure: Number of inquiries answered

  4. *** ACD PILOT NUMBER CURRENT REPORT *** Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50 PILOT CALLS ABAND FINAL ANS --- ANSWERED ---- TRGT QUED XFRD REPORT DIR. OFFRD CALLS DISP CALLS NORM AUTO MANUL %ANS CALLS QUED CALLS DURA (UGP) (DEFLC) CALLS + AVG OVFL OVFL <TGT + AVG LONGST HH:MM ------------------------------------------------------------------------------- 46471 1605 57 13 1530 1530 0 0 60 824 244 17:03 ( 100)( 5) 00:28 84% 00:48 05:16 *** ACD AGENT AVERAGE REPORT - PILOT 46471 - USER GROUP: 100 Report Period: 07/10/01 23:58:04 TO 07/11/01 17:01:50 TOTAL PILOT NUMBER ACTIVE TIME........09:00:00 (CURRENTLY IN NIGHT SERVICE) ------------------------------------------------------------------------------- DIR. AGENT ONLINE UNANS XFRD # ACD AUTO #HOLD #OUTG #INCM #INTR NUMBR ID TIME CALLS CALLS CALLS WRAP AVAIL CALLS ACD CALLS CALLS + AVG AVG AVG + AVG + AVG + AVG + AVG ------------------------------------------------------------------------------- 11022 4:20:48 0 9 65 4 6 0 5 11022 UNASSIGNED 03:04 00:12 00:00:28 00:27 00:29 00:00 00:05 57523 1:11:14 0 2 21 0 0 0 1 57523 SMITH FRANK 575 03:07 00:07 00:00:06 00:00 00:00 00:00 00:06

  5. DAILY 100 CALL CLUB 100+ Kathy 125 and 7:24 Sandra 109 and 7:25 Linda R. 112 and 8:01 Margie 119 and 7:04 Sally 103 and 7:02 Shauna 109 and 7:25 Alice 116 90's + 7hrs. Cassandra...93 And 7:27 Mark...97 And 7:07 Frank R. ...7:08

  6. TDI’s Strategic Plan TDI Goal 6: Value the Diversity of TDI's Workforce and the Contribution of Each Employee Objective: Create and maintain a supportive work environment for all employees

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