**May 6, 1992 M27-1, Part I**

**Change 38**

**CONTENTS**

**CHAPTER 7. PRODUCTIVITY, WORK MEASUREMENT, AND REPORTING**

**PARAGRAPH PAGE**

7.01 Purpose 7-1

7.02 General 7-1

7.03 Productivity Measurement 7-1

7.04 Factors to be Considered in Evaluating VSD Productivity 7-2

7.05 Work Measurement 7-2

7.06 Reporting 7-3

7.07 Frequency and Period to be Covered 7-4

7.08 Definitions 7-4

**APPENDIX**

A Standard Base Weight Computations

for FY 1988 Base Period 7A-1

B VBA Gross Productivity Measurement System

Workload Indicators for VSD 7B-1

C VBA Work Measurement System

Workload Indicators for VSD 7C-1

**7-i**

**May 6, 1992 M27-1, Part I**

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**CHAPTER 7. PRODUCTIVITY, WORK MEASUREMENT, AND REPORTING**

**7.01 PURPOSE**

This chapter outlines the productivity and work measurement systems and
reporting procedures applicable to VSD\'s (Veterans Services Divisions)
in field stations.

**7.02 GENERAL**

The VBA (Veterans Benefits Administration) Gross Productivity
Measurement System, with its standard and local base weights, is used as
a management tool to compute productivity, project workloads, estimate
staffing needs, and allocate resources. When used with information about
quality, timeliness, and local operating conditions, along with
information obtained from VBA\'s Work Measurement System, the VBA Gross
Productivity Measurement System is a useful indicator of an activity\'s
performance.

**7.03 PRODUCTIVITY MEASUREMENT**

a\. The VBA Gross Productivity Measurement System uses the ratio of
selected workload indicators completed to staffing in a current period
to the ratio of the same workload indicators completed to staffing in a
base period to compute productivity. Productivity is expressed as
indexes relative to the base period which is counted as 100. There are
two types of productivity indexes, standard and local.

\(1\) **Standard productivity indexes** compare the ratio of current
workload indicators completed to staffing in a current period to the
ratio of the same workload indicators completed to staffing using
[all]{.underline} [station]{.underline} data in a base period. The base
period will normally remain the same for about five years.

\(2\) **Local productivity indexes** compare the ratio of current
workload indicators completed to staffing at a particular station in a
current period to the ratio of the same workload indicators completed to
staffing using data in a base period at the same station. The local base
period used is always the prior year.

b\. **Base weights** are used as a method for comparing the ratio of
workload completed to staffing in the productivity indexes. Base weights
are computed by VA Central Office program staffs using data from the
selected base year. An example of standard base weight computations from
fiscal year 1988 data is shown in Appendix A of this chapter.

**M27-1, Part I May 6, 1992**

**Change 38**

c\. **Weighted output**, as used in the productivity measurement system,
is a measure of workload completed expressed in FTEE. That is, it
measures the FTEE that would have been required to complete a given
workload with the same ratio of workload to staffing as the base year.
The weighted output for a given workload indicator is the number of end
products completed divided by 1,000 and multiplied by its base weight.
To estimate FTEE for a full year when using less than 12 months of
completed end products, you may find it useful to \"annualize\" the end
products (i.e., multiply the completed end products by 12 and divide by
the number of months in the period).

Weighted Output = [End Products Completed]{.underline} x Base Weight

1,000

d\. VBA Gross Productivity Measurement System workload indicators for
VSD are listed in Appendix B of this chapter.

**7.04 FACTORS TO BE CONSIDERED IN EVALUATING VSD PRODUCTIVITY**

a\. The productivity measurement system was designed to simplify,
standardize, and improve VBA\'s ability to compute productivity, project
workloads, estimate staffing needs, and allocate resources. A thorough
understanding of the system is necessary, however, to avoid
misinterpreting and/or misusing productivity data in evaluating
performance. Evaluations of productivity, timeliness, and quality are
all absolutely essential in determining overall VSD performance.

b\. VBA Gross Productivity Measurement System workload indicators are
used to represent the total work performed by the division. Variables
such as division size and location, miles traveled, formal training, and
other measured hours are not included in the standard and local base
weights computations used to generate standard and local weighted output
and productivity indexes. Although these variables are not used in the
computations, differences in productivity caused by these variables are
reflected in both the standard and local base weights.

c\. Productivity indexes derived from local base weights give the best
indication of what an individual station\'s productivity is doing
compared to its own local base data and conditions. Standard
productivity indexes are useful in identifying differences between
stations. However, recognizing the uniqueness of each station, direct
comparisons among stations should not be made based on productivity
indexes alone.

**7.05 WORK MEASUREMENT**

a\. The VBA Work Measurement System uses work rate standards to measure
work units completed in a current period and expresses the results as
Direct Labor and Total Labor Effectiveness ratios.

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b\. Work rate standards are developed from work sampling and time log
studies, historical data, and program estimates. Program estimates are
only used when other data are not available or the available data are
obsolete.

c\. Direct Labor Effectiveness is the ratio of **Standard Hours** (i.e.,
work units completed multiplied by work rate standards) divided by
Measured Hours and expressed as a percent.

Direct Labor Effectiveness = [Standard Hours]{.underline} x 100

Measured Hours

**Measured Hours** are Total CALM (Centralized Accounting for Local
Management) system GOE (General Operating Expense) Hours minus Overhead
Hours.

**Total CALM GOE Hours** are CALM GOE Hours plus Overtime Worked plus
Borrowed Time minus Loaned Time.

**Overhead Hours** are Holiday, Annual Leave, Sick Leave, Authorized
Absence, Indirect Labor, and Unmeasured Hours.

**Indirect Labor** is supervision and/or clerical overhead. Indirect
Labor Hours are automatically generated for indirect labor activities
(i.e., Office of VSO (Veterans Services Officer) GOE hours minus
Holiday, Annual Leave, Sick Leave, Authorized Absence, and Unmeasured
Hours). This computation is made based on the assumption that all
supervisors and clerical personnel are assigned to the organizational
cost center code for the Office of the VSO.

d\. Total Labor Effectiveness is the ratio of **Earned Hours** (i.e.,
Standard Hours plus Overhead Hours) divided by Total CALM GOE Hours and
expressed as a percent.

Total Labor Effectiveness = [Earned Hours]{.underline} x 100

Total CALM GOE Hours

e\. VBA Work Measurement System workload indicators for VSD are listed
in Appendix C of this chapter.

**7.06 REPORTING**

a\. TG 20-92-1, DOOR (Distribution of Operational Resources) User Guide,
contains specific instructions for DOOR system reporting and should be
maintained in the division library. The VSO has overall responsibility
for the accuracy and completeness of DOOR system reporting within VSD.
It is essential, however, that this responsibility be delegated to the
lowest level of supervision so that planning, implementation, and
control may be exercised through all supervisory levels. Additionally,
each supervisor should insure that subordinates understand the
definitions for the reportable workload, statistical, and staff-hour
data.

**M27-1, Part I May 6, 1992**

**Change 38**

b\. All DOOR system online input items should be carefully reviewed for
accuracy prior to submission. Following transmission, if the review
indicates a correction to the data is needed, the items should be
entered again, as provided in TG 20-92-1, chapter 4, paragraph 2. This
will result in an immediate correction to either \"current\" or \"prior
month\" data.

c\. Output reports will be analyzed by the supervisory staff to insure
the accuracy of the data and to determine significant trends in
workload, statistical and quality control data. Corrections to linked
DOOR data should be reported via electronic mail to the attention of the
DOOR Program System Manager in the appropriate service (i.e., Veterans
Assistance Service (27) regarding Fiduciary Beneficiary System data or
to the Education Service (22) regarding Education Services Activity
800-series workload data). These corrections should include the fiscal
year, month, and the workload identification (WID) numbers for the
corrected data.

d\. Completed DOOR system input worksheets and supporting documentation
(including data from all subordinate locations) will be maintained in
VSD for 12 months and then destroyed in accordance with RCS VB-1, part
I, item No. 13-091.200.

**7.07 FREQUENCY AND PERIOD TO BE COVERED**

a\. All DOOR system required input items should be transmitted via DOOR
system online input by the close of business of the sixth workday of
each month. Appendix N, Part I of TG 20-92-1 contains a list of all VSD
items which require DOOR system online input.

b\. Most staff-hour data is automatically reported from the CALM and
PAID (Personnel and Accounting Integrated Data) systems. However,
loaned, borrowed, non-GOE (General Operating Expense), and unmeasured
hours will be reported via DOOR system online input for all payroll
periods which end in the calendar month. At the discretion of the VSO,
this data may be reported for the entire calendar month or on a monthly
basis with an end-of-month cutoff of up to three work days.

c\. Workload and statistical data which require online input will be
reported for the entire calendar month. However, at the discretion of
the VSO, an end-of-month cutoff of up to three work days may be used for
the compilation of this data.

**7.08 DEFINITIONS**

Definitions of VSD required DOOR system manual input items and linked
(Fiduciary Beneficiary System and Education Services Activity 800-series
workload) items are contained in Appendix N, Part II of TG 20-92-1.

**September 30, 1994 M27-1, Part I**

**Chapter 7, Appendix A**

**Change 43**

**STANDARD BASE WEIGHT COMPUTATIONS**

\(1\) (2) (3) (4) (5) (6) (7)

WORKLOAD FY \'92 STANDARD FTEE BASE

[INDICATORS         ]{.underline} [  WRS  ]{.underline}
[  EP\'s   ]{.underline} [ HOURS ]{.underline} [ (%) ]{.underline}
[PER EP]{.underline} [WEIGHTS]{.underline}

TELEPHONE INTERVIEW 0.0902 9,151,642 825,478 26.3% 552.1 0.060332

INTERVIEW-AT (VAS) 0.4556 863,182 393,266 12.5% 263.0 0.304734

INTERVIEW-AWAY 0.4347 176,096 76,549 2.4% 51.2 0.290755

CONTROLLED CORRES 2.0114 28,400 57,124 1.8% 38.2 1.345353

NONCONTROL CORRES 0.2049 525,256 107,625 3.4% 72.0 0.137050

PA/FOIA CORRES 1.2499 60,043 75,048 2.4% 50.2 0.836013

WORK STUDY ACTION 3.1795 30,450 96,816 3.1% 64.8 2.126653

INFO DISSEM ACTION 3.8306 17,700 67,802 2.2% 45.4 2.562150

HEARING ACTION 3.0954 662 2,049 0.1% 1.4 2.070401

COW ACTION 3.3672 7,938 26,729 0.9% 17.9 2.252199

ENROLL VERIF ACTION 0.3788 96,109 36,406 1.2% 24.4 0.253366

VETS ASSIST INQUIRY 0.6092 357,864 218,011 6.9% 145.8 0.407472

INTERVIEW-AT (FLD) 0.4347 384,750 167,251 5.3% 111.9 0.290755

INTERVIEW-PATIENT 0.5504 378,793 208,488 6.6% 139.4 0.368143

FLD EXAM-IA-ORIG 8.0527 15,603 125,646 4.0% 84.0 5.386161

FLD EXAM-IA SUCC 6.5076 8,291 53,955 1.7% 36.1 4.352699

FLD EXAM-FB-SCHED 6.9421 44,318 307,660 9.8% 205.8 4.643320

FLD EXAM-FB-UNSCHED 5.2287 8,584 44,883 1.4% 30.0 3.497289

FLD EXAMS-NP & SPEC 3.0368 10,942 33,229 1.1% 22.2 2.031206

ACCOUNTS AUDITED 1.6552 29,948 49,570 1.6% 33.2 1.107104

COMPLIANCE SURVEY 37.3289 2,574 96,085 3.1% 64.3 24.967955

LIAISON VISIT 5.5453 1,809 10,031 0.3% 6.7 3.709051

SECONDARY APPROVAL 4.5307 434 1,966 0.1% 1.3 3.030422

SUBSTANTIVE APPROV 8.7930 4,171 36,676 1.2% 24.5 5.881321

ANCILLARY APPROVAL 1.0510 21,643 [ 22,747]{.underline}
[ 0.7%]{.underline} [ 15.2]{.underline} 0.702976

TOTALS 3,141,087 100% 2,101.3

[Column 2]{.underline}. **BASE WEIGHT WRS** are work rate standards
developed specifically for the workload indicators used to create base
weights. These work rate standards may differ in some cases from the
work rate standards used in the Work Measurement system due to
differences in composition of the work units.

[Column 3]{.underline}. **FY \'92 EP\'s** are end product counts for the
base period FY 1992 workload indicators.

[Column 4]{.underline}. **STANDARD HOURS** are **BASE WEIGHT WRS**
(column 2) multiplied by **FY \'92 EP\'s** (column 3).

[Column 5]{.underline}. **PERCENT** is the percent of standard hours
associated with each workload indicator, i.e., **STANDARD HOURS**
(column 4) for each workload indicator divided by the
[total]{.underline} **STANDARD HOURS** (TOTALS column 4) and expressed
as a percentage.

[Column 6]{.underline}. **FTEE PER EP** is the percent of standard hours
associated with each workload indicator (column 5) multiplied by the
total all station cumulative VSD FTEE in the base period (FY 1992).

[Column 7]{.underline}. **BASE WEIGHTS** are the **FTEE PER EP** (column
6) divided by the **FY \'92 EP\'s** (column 3) in thousands.

**7-App. A-1**

**September 30, 1994 M27-1, Part I**

**Chapter 7, Appendix B**

**Change 43**

**VBA GROSS PRODUCTIVITY MEASUREMENT SYSTEM**

**WORKLOAD INDICATORS FOR VSD**

Personal Interviews:

At Office\--Veterans Assistance Activity

At Office\--Field (RO-Other), VAO, VAMC Activities

Away from Office

Patient

Telephone Interviews:

Telephone Interview Activity

Special Service Lines

Correspondence:

Controlled

Noncontrolled

Privacy/Freedom of Information Act

Field Examinations:

Initial Appointment\--Original

Initial Appointment\--Successor

Fiduciary Beneficiary\--Scheduled

Fiduciary Beneficiary\--Unscheduled

Nonprogram

Special

Accounts Audited: Federal & Court

Compliance Surveys: Nonflight, Flight & SMOCTA

Liaison Actions:

Liaison Visits

Secondary Approvals

Substantive Approvals

Ancillary Approvals

SMOCTA Approvals Original

SMOCTA Approvals Supplemental

Miscellaneous Activities:

Veterans Assistance Inquiries

Enrollment Verification Actions

Work Study Applications Processed

Information Dissemination Actions

Hearing Actions

Committee on Waivers & Compromises Actions

**7-App. B-1**

**September 30, 1994 M27-1, Part I**

**Chapter 7, Appendix C**

**Change 43**

**VBA WORK MEASUREMENT SYSTEM**

**WORKLOAD INDICATORS FOR VSD**

Personal Interviews:

At Office\--Veterans Assistance Activity

At Office\--Field (RO-Other), VAO, VAMC Activities

Away from Office

Patient

Telephone Interviews:

Telephone Interview Activity

Special Service Lines

Correspondence:

Controlled

Noncontrolled

Privacy/Freedom of Information Act

Field Examinations:

Initial Appointment\--Original

Initial Appointment\--Successor

Fiduciary Beneficiary\--Scheduled

Fiduciary Beneficiary\--Unscheduled

Nonprogram

Special

Accounts Audited: Federal & Court

Compliance Surveys: Nonflight, Flight & SMOCTA

Liaison Actions:

Liaison Visits

Secondary Approvals

Substantive Approvals

Ancillary Approvals

SMOCTA Approvals Original

SMOCTA Approvals Supplemental

Miscellaneous Activities:

Veterans Assistance Inquiries

Enrollment Verification Actions

Work Study Applications Processed

Information Dissemination Actions

Hearing Actions

Committee on Waivers & Compromises Actions

Miles Traveled

Other Measured Hours:

Formal Training (Hours)

100% Audits (Hours)

SAA Contacts (Hours)

EO Complaints (Hours)

Other (Hours) **7-App. C-1**