“A Silver Yardstick: Measuring Investigative Productivity”

1. “A Silver Yardstick: Measuring Investigative Productivity” Darrel S. Crimmins Bureau of Enforcement and Investigation Department of State Commonwealth of Pennsylvania Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

2. Mission Ruffed Grouse Provide regulatory investigative, inspection and enforcement services to the: • Secretary of the Commonwealth • Bureau of Charitable Organizations • Bureau of Commissions, Elections and Legislation • State Athletic Commission • Bureau of Professional and Occupational Affairs Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

3. Licensees, Registrants, & Certificate Holders • 27 State Licensing Boards • 130/217 License Classes • 848,067 Active Licensees • 1,097,961 Total Licensees • 82,590 Notaries • 8,050 Charities, Solicitors, and Counsels • 1,215 Boxers, Wrestlers, and Events Great Dane Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

4. Pennsylvania • 67 Counties • 44,817 Square Miles • 12,365,455 Residents Milk Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

5. Organization Offices Headquarters Harrisburg Regional Office Philadelphia Regional Office Pittsburgh Regional Office Scranton Regional Office Brook Trout Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

6. Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

7. Organization • 8 Management Staff • 13 Clerical Staff • 26 Professional Conduct Investigator 2s • 57 Professional Conduct Investigator 1s • 22 Regulatory Enforcement Inspectors • 6 Pharmacy Inspectors • 4 Funeral Inspectors • 136 Total BEI Staff Whitetail Deer Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

8. Activities • Over 3,800 investigations. • Over 730 other investigative activities. • Over 16,000 inspections. Firefly Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

9. What to Measure? Quality vs. Quantity Mountain Laurel Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

10. Quantity Eastern Hemlock • By individual and region • Investigations Opened/Other Opened • Investigations Closed/Other Closed • Investigations Pending/Other Pending • 6 Month Pending • Hours to complete • Turn-around time (in months) Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

11. Quantity Niagara • Tools • License 2000 • Crystal Reports • Excel Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

12. Quantity • Averages by individual and region, per month, per year, per investigator, Bureau total. • Investigations Opened/Other Opened • Investigations Closed/Other Closed • Investigations Pending/Other Pending • 6 Month Pending • Hours to complete • Turn-around time (in months) Penngift Crownvetch Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

13. Quality Trilobite • Customer Satisfaction Survey • Completed by Prosecuting Attorney • Random – Every 15 completed cases Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

14. Speaker Contact Information Darrel S. Crimmins, Deputy Director Bureau of Enforcement and Investigation P.O. Box 2649, Harrisburg, PA, 17105 Phone (717) 783-7228, Fax (717) 783-0823 dcrimmins@state.pa.us http://www.dos.state.pa.us Pennsylvania Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona

15. Pennsylvania Trivia • Ruffed Grouse • Great Dane • Milk • Brook Trout • Whitetail Deer • Firefly • Mountain Laurel • Eastern Hemlock • Niagara • Penngift Crownvetch • Trilobite • Pennsylvania Presented at the 2005 CLEAR Annual Conference September 15-17 Phoenix, Arizona