Performance Management Presentation Maintain Safe Working Environment Radiation Safety

1. Performance Management PresentationMaintain Safe Working EnvironmentRadiation Safety Team Leader: Nancy Newman Team Members: Douglas Carter, Janet Thomson, Victor Voegtli ORS National Institutes of Health Date: February 23, 2005

2. Table of Contents PM Template………………………….………………………………. Customer Perspective……………………….………………………………. Internal Business Process Perspective……………………………………… Learning and Growth Perspective…………………………………………… Financial Perspective………………………………………………………… Conclusions and Recommendations………………………………………….. Customer Satisfaction Survey Results……………………….

3. Table of Contents • Survey Background…………………………………………………………………….3 • Satisfaction Ratings on Specific Service Aspects ………………………………….7 • Importance Ratings on Specific Service Aspects………………………………....18 • Comments……………………………………………………………………………..29 • Summary…………………………………………………………………..…………..34 • Recommendations……………………………………………………………………39

6. Customer Perspective

7. Customer Perspective (cont.)

8. Customer Perspective (cont.)

9. C2 Enhance Communications with customers Measures • C2a: : Number of visits to DRS Portal • Not able to discriminate between AU or DRS employee but will after upgrade. • C2b: Length of time on Portal • Eliminated this measure since no important data was retrieved • C2c: Tasks performed via Portal

10. C2 Enhance Communications with customers C2c: Tasks performed via Portal based on frequency • Material Disposals • User Changes • Monthly Memo Printing • Waste Pickup Requests • NIH 88-1 submission • User Registrations • Lab Changes

11. C2 Enhance Communications with customers C2d: Tasks performed via Portal

12. C2 Enhance Communications with customers Initiative and Measures for FY’05 • Increase auditing capabilities of Portal usage • Improve usability of Portal function • Increase transactions of infrequent tasks such as 88-1 form submission

13. Customer Perspective (cont.)

14. C3: Percentage of people training on-line

15. C3: Percentage of people training on-line • Goal: increase on-line training • FY’04 Initiative: on-line refresher training for AUs • Data show decrease in on-line training • Cause: elimination of on-line training module for nurses • FY’06 Initiative: new on-line training module for nurses

16. Relationship Among Performance Objectives • Enhancing communication with our customers would • Maintain compliance with regulations • Increase customer satisfaction

17. Internal Business Process Perspective

18. Internal Business Process Perspective

19. IB1a: Number of Security Violations

20. IB1b: Number of Non-security Violations

21. IB1a and b: Number of security and non-security violations

22. IB2: Improve effectiveness of radioactive waste pick-up scheduling

23. Internal Business Process Perspective (cont.)

24. Improve Effectiveness of Radioactive Waste Pick-up Scheduling On-line Scheduling of Radioactive Waste Pickups 2.4 0.9 FY'04 FY'03 0 0.5 1 1.5 2 2.5 Percentage

25. IB2: Percentage radioactive waste pickups scheduled on-line • Baseline .9% • Target 5% • Achieved 2.7%

26. Internal Business Process Perspective (cont.)

27. IB3: Ensure timely return of dosimeters

28. IB3: Ensure timely return of dosimeters

29. IB3: Ensure timely return of dosimeters

30. Internal Business Process Perspective (cont.) • The Focus Group (FG) average absentee rate is within 1-sigma of the target rate when comparing FG absent dosimeters to FG dosimeters issued. • FG absentee rate compares favorably to other medical/research institutions with dosimetry programs of similar size and type. • A primary concern is that the FG is comprised of only 11 of the 70 badge groups at NIH, yet they account for 44% of the missing dosimeters. • None of the corrective actions implemented to date have made a substantial impact on alleviating the problem.

31. Internal Business Process Perspective Actions taken: • Reorganized badge groups by size and location to make them more manageable. • Offered to buy and install badge boards to aid with distribution and collection of dosimeters. • Distributed informational handouts detailing the importance of timely collection of dosimeters and the importance of individual roles within the program to Authorized Users and Dosimeter Custodians. • Implemented a program of hand delivery and pick-up of dosimeters for all badge groups residing on the main campus.

32. Internal Business Process Perspective • Actions pending: • Develop and implement an on-line training program for Dosimeter Custodians. • Actions to be considered: • Levy a per dosimeter charge against the parent institutes to offset the missing dosimeter fees imposed upon us by our contractor (consumes ~ 5% of our annual dosimetry budget). • Consider revoking individual user privileges for program participants who persistently fail to comply with program requirements

33. Internal Business Process Perspective (cont.)

34. I.B4: Increase awareness of requirement for DRS review of Animal Study Program (ASP) proposals Increased awareness intended to reduce the number of ASPs involving radioactive materials or radiation producing equipment that have not been reviewed by DRS. Baseline study of FY’03 ASP program found that 90% of ASPs involving radiation were reviewed by DRS To make this initiative effective it would rely heavily on cooperation from DRS, ACUC coordinator, DOHS reps, and also PI.

35. IB4: Increase awareness of requirement for DRS review of Animal Study Program (ASP) proposals • Steps taken to increase awareness: • Added information on DRS website as well as the Office of Animal Care and Use (OACU) websites. • Performed audits to each institutes ASP file and compared it to DRS file • Surveyed each ACUC coordinator to better understand their role in the ASP review process • Created a pre-screening checklist for ACUC coordinator to help determine if DRS review is needed.

36. I.B4: Increase awareness of requirement for DRS review of Animal Study Program (ASP) proposals Steps taken to increase awareness (cont.): • Created a list of “buzzwords” to help DOHS reps become more familiar with terminology used in ASPs involving radiation. • Developing a database to track ASPs • Annual reviews of existing and new ASPs

37. I.B4: Increase awareness of requirement for DRS review of Animal Study Program (ASP) proposals

38. I.B4: Increase awareness of requirement for DRS review of Animal Study Program (ASP) proposals • On the whole, the level of awareness has been increased by 3%. • A higher level of awareness is hoped to be achieved when the ASP database comes online. • The ASPs will be tracked and reviews will be conducted on an annual basis. • The annual review is also hoped to enhance communication between the PI and DRS and become another mechanism to heighten awareness.

39. Internal Business Process Perspective (cont.)

40. IB5: Ensure HP’s have critical data in a timely manner

41. IB5: Ensure HP’s have critical data in a timely manner

42. IB5: Ensure HP’s have critical data in a timely manner

43. Internal Business Process Perspective (cont.) • The Delinquent Analysis rate falls easily within 1-sigma, and is just slightly above the current target rate of 5%. • The current target rate should be attainable now that the process has been established and the mindset of involved personnel is such that meeting specific timing goals is given appropriate priority.

44. Internal Business Process Perspective (cont.) • After the current target rate is achieved consistently, our long range goal is to lower the target rate incrementally until it falls below 1%.

45. Learning and Growth Perspective

46. Learning and Growth Perspective

47. LG1: Determine and Maintain Effective Staffing Level

48. LG1: Determine and Maintain Effective Staffing Levels • Reduced FTEs by 2 • Saved approximately $180,000 • 3 employees now elsewhere at NIH • Reasons: career transitions and/or promotions • Conducted workshops to enhance teamwork • Recruited 2 employees • Developed questions for QuickHire

49. Turnover Rate in Division of Radiation Safety 3 2.5 Numb er of Departing Employees 2 FY'03 FY'04 1.5 1 0.5 0 LG1: Maintain Effective Staffing Levels

50. Learning and Growth Perspective (cont.)