Success Stories

Agencies must submit success stories using the online form. Please do not email your success stories.

To submit a success story, please follow the link below and follow the instructions to submit your success report to us for review. You do not need a Google account to use the online Google form.

At its most basic level, the Arizona Management System provides a disciplined way to track performance against targets on measures that matter most to state agency missions. Where gaps exist between the target and actual performance, agencies engage in disciplined, systematic problem solving to resolve issues and get back on track. We’re doing this in agencies throughout Arizona government, and we’ve begun seeing results – both great and small. Many of these success stories are presented below.

Corrections Cuts Inmate Reception Intake Processing Time in Half

Department of Corrections (DOC)
Resolve Faster

Corrections Cuts Inmate Reception Intake Processing Time in Half.pdf

Faster Decision-making Reduces Cost and Stress for Homeowners Facing Foreclosure

Department of Housing
Decide Faster

Faster Decision-making Reduces Cost and Stress for Homeowners Facing Foreclosure.pdf

State Land Implements Online Recreational Permit Portal for Faster, Better Customer Service

Arizona State Land Department
Improve Customer Service/Satisfaction

State Land Implements Online Recreational Permit Portal For Faster, Better Customer Service.pdf

Enhanced Online Service Portal Draws 100,000 Game and Fish Customers

Game and Fish Department (GFD)
Enhance Online Services

Enhanced Online Services Portal Draws 100,000 Game and Fish Customers.pdf

Battling Zika with Improved Monitoring and Prevention Services

Department of Health Services (DHS)
Good Government

Battling Zika with Improved Monitoring and Prevention Services.pdf

Health Services Ensures On Time Response to Public Complaints

Department of Health Services (DHS)
Resolve Faster

Health Services Ensures On Time Response to Public Complaints.pdf

Department of Emergency & Military Affairs Cuts Reimbursement Timeline by 80%

Department of Emergency and Military Affairs (DEMA)
Respond Faster

Department of Emergency & Military Affairs Cuts Reimbursement Timeline by 80%.pdf

Arizona CarePortal Project Keeping Families Together

Department of Child Safety (DCS)
Improve Customer Service/Satisfaction

Arizona CarePortal Project Keeping Families Together.pdf

Faster Certifications for Tribal Casino Employees

Department of Real Estate (ADRE)
Respond Faster

Faster Certificates for Tribal Casino Employees.pdf

Real Estate Saves Time and Improves Internal Processes with Case Management Database Redesign

Department of Real Estate (ADRE)
Respond Faster

Real Estate Saves Time and Improves Processes with Case Management Database Redesign.pdf

Real Estate Resolves Compliance Audits 53% Faster

Department of Real Estate (ADRE)
Resolve Faster

Real Estate Resolves Compliance Audits 53% Faster.pdf

Reduction in Pre-Construction Wait Times Speeds Construction Projects Along

Department of Administration (ADOA)
Resolve Faster

Reduction in Pre-Construction Wait Times Speeds Construction Projects Along.pdf

Insurance Creates Online Portal for Health Care Appeals

Department of Insurance
Enhance Online Services

Insurance Creates Online Portal for Health Care Appeals.pdf

More Effective and Efficient Compliance At State Funded Properties

Department of Housing
Improve Customer Service/Satisfaction

More Efficient and Effective Compliance at State Funded Properties

More Low-Income Arizona Families Have A Place To Call Home

Department of Housing
Good Government

More Low Income Arizona Families Have a Place to Call Home

Arizona Banks Benefit From Lower Regulatory Costs

Department of Financial Institutions (DFI)
Saving Tax Dollars

Arizona Banks Benefit from Lower Regulatory Costs.pdf

ADOT Reduces MVD Customer Wait Times by 50%

Department of Transportation (ADOT)
Improve Customer Service/Satisfaction

AMS ADOT Reduces MVD Customer Wait Times by 50%.pdf

Arizona Tourism Outperforming National Average in Every Major Performance Indicator

Office of Tourism
Good Government

Arizona Contractor Licenses Now Issued in Days, not Months

Registrar of Contractors
Decide Faster

AMS Arizona Contractor Licenses Now Issued in Days, not Months.pdf

Arizona State Parks Goes Paperless

State Parks and Trails
Saving Tax Dollars

AMS Arizona State Parks Goes Paperless.pdf

Clearing Red Tape on IGAs Means Faster, Better Local Partnering to Benefit State Parks

State Parks and Trails
Good Government

AMS Arizona State Parks Set Record Breaking Revenues and Visitation in 2016.pdf

Arizona State Parks Set Record Breaking Revenues and Visitation in 2016

State Parks and Trails
Good Government

AMS Arizona State Parks Set Record Breaking Revenues and Visitation in 2016.pdf

Arizona Hospitals and Nursing Homes Built for Safety with Faster Plan Approvals

Department of Health Services (DHS)
Decide Faster

AMS Arizona Hospitals and Nursing Homes Built for Safety.pdf

Disabled Veterans Get Hunting and Fishing Licenses in Days, not Months

Game and Fish Department (GFD)
Decide Faster

AMS Disabled Veterans Get Hunting and Fishing Licenses in Days, not Months.pdf

Helping Small Public Water Systems Meet Federal Requirements

Department of Environmental Quality (DEQ)
Resolve Faster

AMS Helping Small Public Water Systems Meet Federal Requirements.pdf

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Department of Child Safety (DCS)

# of Inactive Cases

# of non active cases

Operational Category: Responding Faster

Registrar of Contractors

% of complaints closed <60 days

Calendar days of all complaints from receipt to resolution.

Operational Category: Increasing Customer Satisfaction

Registrar of Contractors

% of new license applications processed <60 days

Calendar days from filing of application to final notification.

Operational Category: Increasing Customer Satisfaction

Registrar of Contractors

% of recovery fund claims closed <60 days

Calendar days for recovery fund claim received to recover fund case closed.

Operational Category: Increasing Customer Satisfaction

Department of Housing

% of rental properties reviewed during the month that are 100% compliant by initial response.

Increase the % of rental properties reviewed during the month that are 100% compliant by initial response.

Operational Category: Increasing First-pass Compliance

Department of Juvenile Corrections (ADJC)

Absolute Discharges

% of paroled youth receiving an absolute discharge

Operational Category: Agency Mission Specific

Department of Insurance

Average calendar days to resolve insurance consumer complaints

Average calendar days to close a consumer request for assistance or investigation from date received to date response sent to consumer.

Operational Category: Resolving Issues Faster

Department of Insurance

Average calendar days to review required property and casualty form filings

Average calendar days to close (approval/denial/withdrawal of) required property/casualty form filing from date received to date decision sent.

Operational Category: Making Decisions Faster

Department of Insurance

Average calendar days to review third-party administrator (TPAs) registration applications

Average calendar days to decide TPA certificate of registration application from date received to date notification of decision sent to applicant or date...

Operational Category: Making Decisions Faster

Department of Economic Security (DES)

AZEIP Direct (IPP) Service Cost per Child ($)

Metric is measured in dollar amounts paid out to Vendors for services prior to a child having a service plan each month

Operational Category: Agency Mission Specific

Arizona Health Care Cost Containment System (AHCCCS)

Claim discounts lost

Discounts Lost: Dollar amount of the allowed amount of clean claims not paid within 30 days multiplied by .01.

Operational Category: Paying Bills Ontime

Department of Revenue (DOR)

Customer Phone Call Wait Time

Call wait time in minutes

Operational Category: Responding Faster

Department of Real Estate (ADRE)

Days to Complete Audits with Violations

Total days between audit initiated to audit completed

Operational Category: Making Decisions Faster

Department of Real Estate (ADRE)

Days to Complete Complaints Requiring Further Investigation

Total days between investigation initiated to investigation completed

Operational Category: Making Decisions Faster

Department of Economic Security (DES)

DCSS Collections from #deadbeat campaign

Metric is measured by how much money is rec’d monthly from targeted evaders

Operational Category: Agency Mission Specific

Department of Economic Security (DES)

DCSS Number of cases brought into compliance from SSA and WC

Measured by the number of cases in ssa/wc categories paying less than 2-% of their current child support obligation that have been reviewed for next...

Operational Category: Resolving Issues Faster

Department of Economic Security (DES)

DERS # of Job Placements from ReEntry Program Participants

Job Placements recorded in AJC from recently released offenders who participated in the ReEntry Program

Operational Category: Serving More Citizens

Department of Economic Security (DES)

DERS Length of Time to Employment

Determine length of time between sample size of UI claimants that have returned to work and have a staff registration/enrollment.

Operational Category: Responding Faster

Arizona State Lottery

Dollar amount of lottery ticket sales distributed to state beneficiaries

Percent total sales

Operational Category: Agency Mission Specific

Department of Agriculture

Food Deserts

Make contact with existing organizations that serve food desert populations

Operational Category: Serving More Citizens

Department of Gaming

Gaming Device Compliance Software Install/Upgrade Certification Lead Time

# of days from Tribal notification of software install/upgrade to certification report

Operational Category: Making Decisions Faster

Department of Housing

Hardest Hit Fund (HHF) dollars provided for down payment assistance (DPA).

Increase monthly HHF dollars provided for DPA from 4.8M in FY16 (annualized 19.2M FY16) to 40M FY17.

Operational Category: Serving More Citizens

Department of Economic Security (DES)

HRA Average days to hire for open positions in DES (calendar)

Total cycle time is average number of days to fill open positions for week ending X

Operational Category: Making Decisions Faster

Department of Administration (ADOA)

HRD Recruitment Miledeep

Reduce the number of days from posting of position to Day 1 onboarding.

Operational Category: Making Decisions Faster

Department of Public Safety (DPS)

Improve DNA processing times in the crime lab

Total elapsed time from receipt of submission and delivery of result.

Operational Category: Responding Faster

Department of Financial Institutions (DFI)

License Lead Time - Collection Agency License Application (days)

Total elapsed time (in days) from receipt to issuance of a new Collection Agency license application

Operational Category: Making Decisions Faster

Department of Liquor Licenses and Control (DLLC)

Licensing Application-Series 10

metric is measured from when the application is accepted to decision

Operational Category: Making Decisions Faster

Department of Liquor Licenses and Control (DLLC)

Licensing Application-Series 6

metric is measured from when the application is accepted to decision

Operational Category: Making Decisions Faster

Department of Liquor Licenses and Control (DLLC)

Licensing Application-Series 7

metric is measured from when the application is accepted to decision

Operational Category: Making Decisions Faster

Department of Liquor Licenses and Control (DLLC)

Licensing Application-Series 9

metric is measured from when the application is accepted to decision

Operational Category: Making Decisions Faster

Industrial Commission (ICA)

Loss of Earning Capacity (LEC) Award

Reduce decision time for LEC Awards from 95 days to 46 days (51% reduction).

Operational Category: Making Decisions Faster

Department of Corrections (DOC)

Major Program Completion by High Target Inmates

% - percent of high target inmates completing a major program prior to release; high target inmates are defined as Intervention Level 4 or 5; High risk to...

Operational Category: Agency Mission Specific

Office of Tourism

Marketing & Advertising Effectiveness ROI of $$ spent on advertising - ANNUAL v. state tax generated

No A3

Operational Category: Agency Mission Specific

Department of Health Services (DHS)

Medical Licensing Application Processing Time

Time in days from when customer submits application to notification of permit decision

Operational Category: Making Decisions Faster

Department of Transportation (ADOT)

MVD Office Wait Time

Total minutes Customer spends in MVD Office

Operational Category: Resolving Issues Faster

Department of Environmental Quality (DEQ)

No. of SIPs Overdue

The number of State Implementation Plans (SIPs) that have exceeded the due date to the US EPA.

Operational Category: Agency Mission Specific

Department of Environmental Quality (DEQ)

No. of VESP Participation

An organization is considered a participant once ADEQ determines the organization meets entry requirements.

Operational Category: Agency Mission Specific

Department of Housing

Number of days from receipt of foreclosure assistance application to application decision.

Decrease # of days from receipt of foreclosure assistance application to application decision.

Operational Category: Making Decisions Faster

Game and Fish Department (GFD)

Number of Portal accounts

Increase the number of Portal accounts that are created from 60,000 to 100,000

Operational Category: Agency Mission Specific

Department of Agriculture

Online License Applications

To increase the amount of applications and renewals online from 20 to 78 by June 30, 2017.

Operational Category: Increasing Customer Satisfaction

Department of Transportation (ADOT)

PB - Design Consultant Task Order

Average days from request to Notice to Proceed

Operational Category: Making Decisions Faster

Department of Administration (ADOA)

PB-Vehicle Incident Report (VIRC) Complex

Number of days from loss report date to determination letter via full committee review, regarding ADOA Fleet vehicle incident.

Operational Category: Responding Faster

Department of Housing

People experiencing homelessness in Arizona assisted with ADOH Rapid Re-housing (RRH)

Increase RRH assistance to people in Arizona who are experiencing homelessness.

Operational Category: Serving More Citizens

Department of Health Services (DHS)

Percent of CMS Performance Measures in Compliance

Percent of CMS survey and certification contract measures in compliance

Operational Category: Increasing First-pass Compliance

Department of Health Services (DHS)

Percent of Complaints Initiated On Time

Percent of Priority A and B complaints investigated within the established time frames (A: 48 hours, B: 10 days)

Operational Category: Responding Faster

Department of Forestry and Fire Management (DFFM)

Percent of Facilities that Pass their Regulaly Scheduled Fire Inspection

Operational Category: Increasing First-pass Compliance

Department of Environmental Quality (DEQ)

Population served Healthy Drinking Water (%)

The percentage of Arizona citizens that are drinking water from public water systems that do not have a Safe Drinking Water Act exceedance of water quality...

Operational Category: Agency Mission Specific

Arizona State Land Department

Processing Time (Days) for New Rights of Way Application (Decide Faster)

Number of days to process new ROW application from submittal to finalization of documents

Operational Category: Making Decisions Faster

Arizona State Land Department

Processing Time (Days) for Renewal Rights of Way Application (Decide Faster)

Number of days to process renewal ROW application from submittal to finalization of documents

Operational Category: Making Decisions Faster

Department of Public Safety (DPS)

Provide fingerprint clearance cards faster

Total elapsed time from receipt of application to delivery of card for applicants with no Criminal History

Operational Category: Responding Faster

Department of Liquor Licenses and Control (DLLC)

Public Complaint

metric is measured from when the department receives a public complaint and when: (a) the case is closed as "actionable" or "non actionable...

Operational Category: Resolving Issues Faster

Department of Health Services (DHS)

Rate of Assaults per 1000 Patient Days

The rate of assaults occurring between a patient and another patient or staff per 1000 patient days at the Hospital.

Operational Category: Agency Mission Specific

Department of Administration (ADOA)

Reduce ADOA Fleet

Dollars saved

Operational Category: Agency Mission Specific

Department of Emergency and Military Affairs (DEMA)

Reduce EM Grant processing time (Resolve faster)

Develop consistent and standard processes that align all of EM's (9) grant processes to reduce total reimbursement processing time. (Resolve faster)

Operational Category: Resolving Issues Faster

Department of Public Safety (DPS)

Regular review of operational areas

Total number of areas reviewed every 28 days

Operational Category: Agency Mission Specific

Department of Homeland Security (ADHS)

Reimbursement Process Improvements

Decrease the AZDOHS average reimbursement processing time from 42 to 28 calendar days by June 30, 2017, in order to minimize stakeholder capital outlay.

Operational Category: Responding Faster