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Office of Program Policy Analysis and Government Accountability

PB2 Performance Report DMS Workforce Program Services' Efficiency Improves; Customer Satisfaction Has Doubled, Report No. 98-37, January 1999
Full report in PDF format

  • The Workforce Program has increased its administrative efficiency by 4.2% during Fiscal Year 1997-98.
  • According to a survey of agency personnel officers, customer satisfaction with program services has doubled since OPPAGA's prior review in April 1998.
  • The program's accountability system meets OPPAGA's expectations in three of four areas (program purpose and goals, performance measures, and reporting of information and its use by management). The program's procedures for ensuring data reliability need some modification.
  • Workforce Program management has developed new customer satisfaction measures that are better indicators of how well the program performs
  • The Workforce Program is currently piloting a new system for monitoring state agency personnel offices and is developing outcome measures for assessing the results of its monitoring activities.
  • The program should develop outcome measures to assess the overall performance of the state personnel system.
  • The Acting Secretary of the Department of Management Services provided a written response to our findings and recommendations. (See Appendix C.)

Which Government Program Summaries contain related information?

Department of Management Services (DMS)
DMS - Human Resource Management

What other OPPAGA-related materials are available?

  • Report No. 01-33 Progress Report: DMS Adopts OPPAGA’s Workforce Recommendations; However, a Strong Outsourcing Contract Is Imperative, published in July 2001.
  • Report No. 98-13 How Florida Compares: An Approach for Analyzing Government Staffing Levels, published in September 1998.
  • Report No. 98-01 Program Evaluation and Justification Review: Workforce Program Administered by the Department of Management Services, published in July 1998.
  • Report No. 97-54 Review of the Performance of the Department of Management Services’ Workforce Program, published in February 1998.

Copies of this report in print or alternate accessible format may be obtained by telephone (850/488-0021), by FAX (850/487-9213), in person, or by mail (OPPAGA Report Production, Claude Pepper Building, Room 312, 111 W. Madison St., Tallahassee, FL 32399-1475).
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