Department of Safety and Professional Services

Agency Performance Dashboard

AGENCY DESCRIPTION

DSPS is responsible for ensuring the safe and competent practice of licensed professionals in Wisconsin. DSPS administers and enforces laws to ensure safe and sanitary conditions in public and private buildings and provides centralized administrative services to the boards, councils, and advisory committees responsible for professional oversight of occupations.

DASHBOARD ARCHIVES

RELATED LINKS

Website:   http://dsps.wi.gov

Goal Met Key
goal met, goal not met, goal in progress. As determined by comparison of current data and target.

Trend Key
  trending in favorable direction,     trend is holding,     trending in unfavorable direction.

Economic Development

Plan review time

Metric Definition

The number of days between a customer's requested plan review date and the department's initial execution of review.

Goal Met Current Previous Target Trend
9.25 days 9.52 days 10 days

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: Prompt plan review is crucial in allowing businesses to begin construction, hire workers, and further contribute to Wisconsin's economy.

Reform and Innovation

Prescription Drug Monitoring Program (PDMP) - new users

Metric Definition

Total number of healthcare and law enforcement professionals that have registered for new user accounts to access the PDMP.

Goal Met Current Previous Target Trend
31,666 1,049 750

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: DSPS conducts a robust outreach program to encourage healthcare professionals to register for and utilize the PDMP. Data shows that access to PDMP data can help decrease prescription drug abuse and overprescribing of prescription medications.

Healthcare professionals can access the database to make better-informed prescribing decisions. The PDMP is an important tool in the fight against prescription drug abuse. NOTE: DSPS launched the new ePDMP system on 1/17/17. All users of the previous system were required to re-register. Target metrics and previous quarter metrics are therefore not necessarily representative of the actual trend.

Prescription Drug Monitoring Program (PDMP) - user queries

Metric Definition

The number of PDMP data queries performed by registered users.

Goal Met Current Previous Target Trend
847,854 431,209 300,000

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: The number of PDMP data queries is used to assess the success and efficacy of the PDMP. Data shows that access to PDMP data can help decrease prescription drug abuse and overprescribing of prescription medications.

The PDMP is an online database that contains information about scheduled prescription drugs dispensed in Wisconsin. Healthcare professionals can access the database to make better-informed prescribing decisions. The PDMP is an important tool in the fight against prescription drug abuse. NOTE: Beginning on April 1, 2017, healthcare professionals who prescribe controlled substance drugs are required to review a patient’s PDMP report prior to writing the prescription in most cases. DSPS has been educating and training about the change to increase prescriber utilization in anticipation of the new requirement. Target metrics and previous quarter metrics are therefore not necessarily representative of the actual trend.

Efficient and Effective Services

License renewal processing time

Metric Definition

The number of days from submission of a complete application for licensure renewal and the DSPS approval or denial determination.

Goal Met Current Previous Target Trend
5 days 4 days 4 days

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: Prompt license renewal ensures that professionals can continue to practice unimpeded, protecting the professional's ability to continue in the workforce. Note: January's processing time on average was three days. Due to a large volume of license-holders renewing in March, processing time decreased.

Customer/Taxpayer Satisfaction

Customer satisfaction levels

Metric Definition

Self-reported satisfaction levels gathered from responses to the DSPS customer service survey.

Goal Met Current Previous Target Trend
66.11% 90.99% 90%

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: This data is a measure of customer-reported levels of satisfaction. DSPS' goal is to provide a pleasant experience for our customers, while serving them efficiently and promptly.

Timely complaint resolution

Metric Definition

Percentage of current pending cases that are within the DSPS 18-month case closure goal.

Goal Met Current Previous Target Trend
96% 96% 95%

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: DSPS receives nearly 3,000 complaints against credential holders each year. Cases opened by DSPS are thoroughly investigated to determine whether unprofessional conduct has occurred and are reviewed by attorneys, professional boards, and sections to determine if discipline is warranted. Occasionally, factors outside of DSPS' control may elongate the complaint resolution time-frame.

Customer service center call handling time

Metric Definition

Length of time that a DSPS customer speaks to a customer service representative.

Goal Met Current Previous Target Trend
2:37 2:32 2:30

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: DSPS customer service representatives are trained to answer customer questions accurately and efficiently.

License Look-Up usage

Metric Definition

The number of times that consumers have used the DSPS website to verify a licensed professional.

Goal Met Current Previous Target Trend
522,044 360,777 315,000

Reporting Cycle: Quarterly (January 1, 2017 - March 31, 2017)

Additional Details: The DSPS License Look-Up app is an important consumer protection tool that verifies licensed professionals in Wisconsin.

ABOUT

Agency performance dashboards include cabinet agencies and are updated quarterly during the state fiscal year (July 1-June 30).

CONTACT INFORMATION

Department of Administration
101 E. Wilson St. Madison, WI 53703
Phone: 608-266-1741
Email: WIAgencyPerformance@wisconsin.gov

Copyright © State of Wisconsin