Data has a lag time of 1 month.The third-party collections contractor has a contractual target to provide debtors with contact resolution at the point of first contact. Contact Resolution is defined as the reasonable attempt to resolve 'an immediate' account issue through education and/or some action. The primary goal is to increase the overall percentage of first contact resolution for sampled calls. In an effort to increase customer service throughout the Collection Services Bureau, it is important that the third-party collections contactor is able to provide helpful and accurate information to taxpayers. A higher percentage rate means that more taxpayers were able to be assisted correctly during their first contact with our third-party contractors.

Tax Policy Division is responsible for providing guidance on tax issues to the public (taxpayers, tax practitioners, etc.). Revenue Administrative Bulletins (RABs) are guidance issued by the Bureau of Tax Policy. This metric measures the number of RABs issued annually. A higher number represents overall improvement in providing tax guidance to the public. For purposes of this metric, RABs that update interest rates, tax rates, and education and community foundation certification are excluded.

The decrease of unfunded retirement liabilities assures local government employees and retirees that their pension and other post-employment benefits will be available and provides evidence that these governments are fiscally sound. Retirement liabilities include pension and other postemployment benefits (retire health, dental, vision, and life insurance benefits). A higher current value over previous value might indicate the contrary. This metric will measure the unfunded portion retirement liabilities. The higher the value, the more funding that will be required by local governments to pay for these benefits at a future date. The Community Engagement and Finance Division's (CEFD) monitoring of unfunded pension liability allows us to be proactive in our approach towards partnering with local units that may benefit from assistance. CEFD anticipates that through PA202, unfunded retirement liabilities should decrease. If unfunded retirement liabilities increase, this will allow the division to evaluate its waiver and corrective action plan processes to ensure we are approving plans that are effective. Further, it will help provided insight on the effectiveness of our presentations and best practice documents which outline how a variety of methods local governments can use to reduce these liabilities. Unfunded retirement liabilities have been continuing to increase for decades. Our goal in fiscal year 2018, is to stop the unfunded liabilities from increasing further; therefore our target is the same as the baseline data shown in FY2017. In future years, it is our hope that we will see this value start to decrease moving forward.

Regularly update the Treasury Intranet home page to ensure staff have access to current information. This measures the percentage of time the web is updated at least monthly.

Employee Survey is an important part of assessing the engagement of Treasury employees. The survey helps ensure a customer-focused government and a work culture in which employees are highly engaged, respected, and valued; and have the opportunity to express and explore views on issues related to their jobs. Treasury periodically conducts internal pulse surveys for each business area, in order to measure the success of actions taken to improve employee engagement since the previous statewide survey. These surveys include the question, “My Business Area has a climate in which diverse perspectives are encouraged and valued.”. Pulse surveys data is collected via SurveyMonkey approximately twice a year. A Likert Scale is a type of rating scale used to measure attitudes or opinions. With this scale, respondents are asked to rate items by their level of agreement (5-point Scale): Strongly Disagree (1), Disagree (2), Undecided (3), Agree (4), Strongly Agree (5). Agree scores are calculated by combining the ‘agree’ and ‘strongly agree’ scores. A higher agree score represents overall improvement in employee engagement for this measure.

Employee engagement is the strong and positive connection between a person and his or her job. It inspires significant outcomes of real value. The State of Michigan (SOM) Employee Survey is an important part of assessing the engagement of Treasury employees. The survey helps ensure a customer-focused government and a work culture in which employees are highly engaged, respected, and valued; and have the opportunity to express and explore views on issues related to their jobs. Treasury periodically conducts internal pulse surveys for each business area, in order to measure the success of actions taken to improve employee engagement since the previous statewide survey. These surveys include the question, “I am encouraged by my Business Area to come up with new and better ways of doing things.”. Pulse surveys data is collected via SurveyMonkey approximately twice a year. A Likert Scale is a type of rating scale used to measure attitudes or opinions. With this scale, respondents are asked to rate items by their level of agreement (5-point Scale): Strongly Disagree (1), Disagree (2), Undecided (3), Agree (4), Strongly Agree (5). Agree scores are calculated by combining the ‘agree’ and ‘strongly agree’ scores. A higher agree score represents overall improvement in employee engagement for this measure.

Employee engagement is the strong and positive connection between a person and his or her job. It inspires significant outcomes of real value. The State of Michigan (SOM) Employee Survey is an important part of assessing the engagement of Treasury employees. The survey helps ensure a customer-focused government and a work culture in which employees are highly engaged, respected, and valued; and have the opportunity to express and explore views on issues related to their jobs. Treasury periodically conducts internal pulse surveys for each business area, in order to measure the success of actions taken to improve employee engagement since the previous statewide survey. These surveys include the question, “I have seen meaningful action taken in my Business Area as a result of the last 2018 Statewide Employee Survey.”. Pulse surveys data is collected via SurveyMonkey approximately twice a year. A Likert Scale is a type of rating scale used to measure attitudes or opinions. With this scale, respondents are asked to rate items by their level of agreement (5-point Scale): Strongly Disagree (1), Disagree (2), Undecided (3), Agree (4), Strongly Agree (5). Agree scores are calculated by combining the ‘agree’ and ‘strongly agree’ scores. A higher agree score represents overall improvement in employee engagement for this measure.