STRATEGY
Provide employee training in job-related knowledge, skills and abilities and/or desired behaviors.
Provide supervisory training and coaching on effective employee performance management.
Incorporate the AOC core values and customer service philosophy into the PCES.
Deploy a training management system that enables supervisors to track the required training.
STRATEGIC INITIATIVE
AOC individual development plan
of the workforce to receive nonmandatory training every three fiscal years. The AOC provided nonmandatory training to 36.4 percent of its workforce in FY 2019, meeting its annual performance target.
Enhance employee Performance Communication and Evaluation System (PCES)
Strategic Objective 2.0: Cultivate high employee engagement in the workplace
Learning management system
This strategic objective promotes the AOC’s commitment to increasing employee engagement in the workplace through improved employee development and accountability practices. Three strategies and three strategic initiatives support this strategic objective.
STRATEGY Analysis of FY 2019 Results
In FY 2019, the AOC met one of the three KPIs associated with this strategic objective. The AOC did not conduct the peer survey in FY 2019 and, therefore, did not measure the two KPIs associated with the survey.
The AOC also made progress on this strategic objective through performance plan initiatives. The AOC developed templates for individual development plans and included guidelines for supervisors and employees in the agency’s training and development policy. To improve efficiency of the AOC’s internal learning management system, the AOC implemented several enhancements, including employee access to personal training history, self-registration and enhanced reporting capabilities.
Peer Survey Favorability Ratings for Competency and Customer Service Dimensions (IEW KPIs 1 and 2)
The AOC did not conduct the Peer Survey in FY 2019. Instead, the AOC began developing an enhanced customer feedback approach including a new internal customer service survey. The new approach focuses on after-action assessments from surveys and automated systems to provide more timely data related to the quality of services provided. The AOC will implement this new approach in FY 2020.
NEW! Employee Nonmandatory Training (IEW KPI 3)
This KPI measures the AOC’s efforts to provide professional training that strengthens the knowledge, skills and abilities of the entire workforce. While the AOC’s mandatory training requirements (e.g., computer security awareness, fraud awareness and standards of conduct) provide a universal foundation for all agency employees, the nonmandatory training provides opportunities for employee development and learning that expands or deepens their knowledge base. The target for this KPI is for one-third of the workforce to receive nonmandatory training each fiscal year and for 100 percent
70 Section II • Performance Information
Reduce bureaucracy and promote innovation to enable decision-making that supports service delivery.
Promote fairness by refining the system for tracking rewards and recognition.
Promote fairness in hiring and promotions by providing supervisors and employee training in hiring processes and by providing feedback to all internal applicants not selected in standard recruiting process.
STRATEGIC INITIATIVE
Continuous process improvement program
AOC rewards and recognition program
Biennial training for supervisors and employees in the hiring process and career management
Analysis of FY 2019 Results
In FY 2019, the AOC measured progress toward this objective through five KPIs. To cultivate employee engagement through the reduction of bureaucracy and to promote innovation, the agency began training a cohort of process-improvement leaders that will champion efforts to simplify procedures and drive operational efficiency in FY 2019. The agency is also working to ensure fairness in its rewards and recognitions through detailed analysis and targeted improvements in its processes and programs. The AOC also continues to offer its semiannual Hiring 101 course to train supervisors to administer the hiring and promotions processes fairly. To support career development for agency employees, the AOC regularly offers CareerPath training throughout the year.
The AOC’s Ranking in the Partnership for Public Service’s Best Places to Work in the Federal Government® (IEW KPI 4)
The AOC benchmarks its favorability rating against other federal government agencies through biennial participation in the Federal Employee Viewpoint Survey (FEVS) and the Partnership for Public Service’s Best Places to Work in the
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