The department has incorporated the findings from prior performance review into the policies and procedures developed or under development by the program areas. For example, a previous internal performance audit indicated that we could improve our rate review process. Timely, consistent and high-quality performance is particularly important in the rates and forms area, as there are statutory deadlines for reviewing filings. Moreover, delays by the department prevent insurers from taking and/or releasing new products to consumers.
As a result of this review, rate and form processes have been clearly defined, objective performance standards established for each process, and supervisors now closely monitor and manage employee performance on a regular basis. The changes have resulted in an orderly flow of correspondence received in and outside the area. In addition, collaborative efforts between the department’s central files section and the rates and forms section continue to provide a much more organized system.