Appendix B: Strategic Alignment & Performance Measures

Modern Regulator

Percentage of compliance matters resolved through the LOI process without a request for hearing.

Maintain the ratio of compliance matters resolved through LOI process without request for hearing at an average of 90%.

93% Compliance Matters resolved through LOI process exceeds AGCO target

Percentage of high-risk infractions following transition to a compliance-based operating model.

Maintain an average 30% decrease in infractions compared to benchmark data.

61% decrease in high risk infractions compared to benchmark exceeds
AGCO target

Number of national and international committees and working groups with AGCO representation.

Increase AGCO participation by 5%.

9.5% Increase over 2016-17 exceeds AGCO target

Service Excellence

Average gaming and liquor application turnaround time.

Average turnaround time meets or is lower than AGCO Standard (30 days)

Liquor: 30 days

Gaming: 13 days

Meets or is lower than AGCO Standard for turnaround

Average electronic gaming lab testing turnaround time.

Average turnaround time meets or is better than comparable jurisdictions (New Jersey = 53 days, Michigan = 52 days, and Nevada = 35 days)

26 days average turnaround, better than all comparable jurisdictions

Percentage of gaming suppliers indicating very good/excellent level of service provided by AGCO testing and lab services.

Increase percentage of gaming suppliers indicating very good/excellent level of service to 75%.

91% of suppliers indicating good/excellent service exceeds AGCO target

Overall customer satisfaction with iAGCO, the AGCO’s new, automated online licensing and registration solution.

Percentage of customers reporting feeling satisfied with iAGCO averages 80%.

94% of customers indicate they are satisfied with iAGCO.

Percentage of stakeholders indicating a high level of engagement following AGCO consultations using a Stakeholder Engagement Plan.

Percentage stakeholders reported feeling engaged/highly engaged during stakeholder consultations averages 80%.

89% of stakeholders reported feeling engaged/highly engaged, exceeding AGCO target

People Centric

Time to Fill Vacancies (Weeks)

Average time to fill vacancies meets or is better than AGCO internal target (9 weeks)

6.7 weeks average time taken to fill vacancies exceeds AGCO target

Number of Training Hours Per Employee

Average number of training hours taken per employee meets or exceeds AGCO target (15.75 hours)

17.5 hours of training per employee exceeds AGCO target.