M A N A G I N G F O R R E S U L T S























P E R F O R M I N G B E T T E R




















50%
38%
29%
24%
22%
19%
5%
5%
4%
4%
3%
3%
15%
20%
26%
28%
28%
29%
24%
26%
26% 29%
30%
31%
6% 11% 15% 15% 17% 18%
2002 (234) 2003 (407) 2004 (607) 2005 (793) 2006 (977) 2007 (1,011)
0
20%
40%
60%
80%
100%
Effective Moderately Effective Adequate
Ineffective Results Not Demonstrated
Program Ratings are Improving
Cumulative Program Results by Ratings Category (2002-2007)






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I M P R O V I N G H U M A N C A P I T A L M A N A G E M E N T







• “ ”










U S I N G I N F O R M A T I O N T E C H N O L O G Y M O R E E F F E C T I V E L Y












I M P R O V I N G F I N A N C I A L A N D R E A L P R O P E R T Y M A N A G E M E N T

















E L I M I N A T I N G I M P R O P E R P A Y M E N T S


2004 2005 2006 2007
0
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%
4.0%
4.5%
2004 Program Cohort 2005 Program Cohort
2006 Program Cohort Total
Error Rate Reduction through 2007



















U S I N G C O M P E T I T I O N T O G E T T A X P A Y E R S T H E B E S T S E R V I C E A T T H E
L O W E S T C O S T
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U S I N G M A N A G E M E N T S C O R E C A R D S T O D R I V E R E S U L T S

















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