Each year we conduct a program evaluation as part of our overall Civilian Human Resources (CHR) planning and evaluation. The evaluation is an assessment of the "health" of Army's civilian work force and the quality of civilian personnel
administration and management program operations. This FY01 Annual Evaluation presents the results of our evaluation efforts.
When we re-engineered our approach to program evaluation in FY96, we set ambitious goals for our program. Frankly, we did not meet many of them. However, for the first time in our history we knew where we were based on facts, not anecdotes. We could plan for our future, systematically targeting areas of weakness and recognizing areas of strength.
Since that time, the record shows we have greatly improved our own service delivery and helped managers and supervisors improve the way they lead and care for the civilian work force. By the end of FY01 we met or exceeded 82% of our objectives. For example, customer satisfaction ratings rose dramatically, up approximately 20% over last year. Average fill-time continued to improve, dropping from 65 to 57 days. Two years ago, we averaged 73 days to fill jobs. This represents a lot of hard work and determination by our CPAC and CPOC teams. We also compared quite favorably with our DoD and Federal Government counterparts on indicators where we did not have established Army objectives. I am proud of our record over the past few years - I know it has not come without pain.
We face many challenges as we seek ways to further streamline our business processes and build automation strength. We are developing new methods, tools and technologies to provide our customers the best service possible. We continue to lobby for flexible and simplified systems so that we can adapt to current and future labor market conditions.
I would be remiss if I did not mention how the events of September 11, 2001 dramatically changed our lives. Our Nation is at war. We mourn the loss of our friends and colleagues, and we pray for our soldiers and our way of life. We must not forget that "People are the Army." Although the Annual Evaluation is an objective, numbers-driven report card, our CHR community remains a values-based organization where loyalty, duty, respect, selfless service, honor, integrity, and personal courage are at the heart of all that we do.