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  • Success Stories

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.

 

  • Success Stories
  • Breakthrough Projects



Corrections Cuts Inmate Reception Intake Processing Time in Half

Department of Corrections (DOC)
Resolve Faster

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon Arizona CarePortal Project Keeping Families Together.pdf
Faster Certifications for Tribal Casino Employees

Department of Real Estate (ADRE)
Respond Faster

PDF icon 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

PDF icon 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

PDF icon Real Estate Resolves Compliance Audits 53% Faster.pdf
Reduction in Pre-Construction Wait Times Speeds Construction Projects Along

Department of Administration (ADOA)
Resolve Faster

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon Arizona Banks Benefit from Lower Regulatory Costs.pdf
ADOT Reduces MVD Customer Wait Times by 50%

Department of Transportation (ADOT)
Improve Customer Service/Satisfaction

PDF icon 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

Binary Data
Arizona Contractor Licenses Now Issued in Days, not Months

Registrar of Contractors
Decide Faster

PDF icon AMS Arizona Contractor Licenses Now Issued in Days, not Months.pdf
Arizona State Parks Goes Paperless

State Parks and Trails
Saving Tax Dollars

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon 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

PDF icon AMS Helping Small Public Water Systems Meet Federal Requirements.pdf
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To limit which projects are displayed, select categories or agencies from the filters below and then click apply.



Department of Child Safety (DCS)

Default

# of Inactive Cases

# of non active cases
Operational Category: Responding Faster

Registrar of Contractors

Default

% of complaints closed <60 days

Calendar days of all complaints from receipt to resolution.
Operational Category: Increasing Customer Satisfaction

Registrar of Contractors

Default

% of new license applications processed <60 days

Calendar days from filing of application to final notification.
Operational Category: Increasing Customer Satisfaction

Registrar of Contractors

Default

% 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

Default

% 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)

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Absolute Discharges

% of paroled youth receiving an absolute discharge
Operational Category: Agency Mission Specific

Department of Insurance

Default

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

Default

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

Default

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)

Default

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)

Default

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)

Default

Customer Phone Call Wait Time

Call wait time in minutes
Operational Category: Responding Faster

Department of Real Estate (ADRE)

Default

Days to Complete Audits with Violations

Total days between audit initiated to audit completed
Operational Category: Making Decisions Faster

Department of Real Estate (ADRE)

Default

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)

Default

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)

Default

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)

Default

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)

Default

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

Default

Dollar amount of lottery ticket sales distributed to state beneficiaries

Percent total sales
Operational Category: Agency Mission Specific

Department of Agriculture

Default

Food Deserts

Make contact with existing organizations that serve food desert populations
Operational Category: Serving More Citizens

Department of Gaming

Default

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

Default

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)

Default

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)

Default

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)

Default

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)

Default

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)

Default

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)

Default

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)

Default

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)

Default

Licensing Application-Series 9

metric is measured from when the application is accepted to decision
Operational Category: Making Decisions Faster

Industrial Commission (ICA)

Default

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)

Default

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

Default

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)

Default

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)

Default

MVD Office Wait Time

Total minutes Customer spends in MVD Office
Operational Category: Resolving Issues Faster

Department of Environmental Quality (DEQ)

Default

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)

Default

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

Default

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)

Default

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

Default

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)

Default

PB - Design Consultant Task Order

Average days from request to Notice to Proceed
Operational Category: Making Decisions Faster

Department of Administration (ADOA)

Default

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

Default

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)

Default

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)

Default

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)

Default

Percent of Facilities that Pass their Regulaly Scheduled Fire Inspection

Percent of Facilities that Pass their Regulaly Scheduled Fire Inspection
Operational Category: Increasing First-pass Compliance

Department of Environmental Quality (DEQ)

Default

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

Default

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

Default

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)

Default

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)

Default

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)

Default

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)

Default

Reduce ADOA Fleet

Dollars saved
Operational Category: Agency Mission Specific

Department of Emergency and Military Affairs (DEMA)

Default

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)

Default

Regular review of operational areas

Total number of areas reviewed every 28 days
Operational Category: Agency Mission Specific

Department of Homeland Security (ADHS)

Default

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

Arizona School Facilities Board

Default

Resolve faster - # Days to Process Payment Applications

Number of days from receipt of invoice to date of warrant in AFIS
Operational Category: Resolving Issues Faster

Industrial Commission (ICA)

Default

Special Fund Voluntary Settlements

Increase number of Special Fund Voluntary Settlements from average of 2-3 per month to average of 5 per month where appropriate (94% increase).
Operational Category: Serving More Citizens

Department of Administration (ADOA)

Default

SPO Co-op

TBD
Operational Category: Making Decisions Faster

Department of Administration (ADOA)

Default

SPO Negotiated Savings

Dollars saved
Operational Category: Agency Mission Specific
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