Governor Tina Kotek created a vision to improve customer service across Oregon’s state government. Her focus was on making services more efficient and effective, and on building systems that empowered Oregon’s 42,000 public employees to deliver reliable services to communities across the state.
In January 2023,
Governor Kotek issued a letter to Executive Branch agencies detailing 11 expectations for leadership, performance, and accountability. She directed the Department of Administrative Services (DAS) to create the structure, tools, and oversight that agencies needed to meet these expectations and measure progress.
The expectations serve as guideposts for how agencies engage with Oregonians. By establishing consistent, statewide quarterly data collection practices, the progress reports help identify barriers, reduce silos, and support improvements that benefit people who live, work, and visit in Oregon.
Quarterly Progress Reports Expectations
Expectation
Each agency will complete 90%+ of its required manager and employee performance feedback check-ins each quarter.
Enterprise Lead
Jennifer Lassen, Chief Human Resources Office
jennifer.lassen@das.oregon.gov.
Submittal Information
No agency action needed. DAS pulls data from PAF Workday reports at the following dates and times:
- 31 Oct. 2025, 11:30 p.m.
- 31 Jan. 2026 11:30 p.m.
- 30 Apr. 2026, 11:30 p.m.
- 31 Jul. 2026, 11:30 p.m.
Resource Documents
Expectation
All agencies with more than four full-time equivalent employees will annually administer the Gallup Q12 survey to measure employee engagement and satisfaction.
Enterprise Lead
Lisa Hylton, Chief Human Resources Office
lisa.b.hylton@das.oregon.gov.
Submittal Information
Email Gallup Employee Engagement Survey reports to Lisa Hylton at lisa.b.hylton@das.oregon.gov.
Resource Documents
Expectation
Agencies will develop and follow a strategic plan that also aligns with priorities set forth by the Governor’s Office.
Reporting Agency Progress
Agencies are expected to do the following by the annual deadline:
Provide a
survey-based progress update on their current strategic plan (see Progress Update Survey below)
Email copies of plan(s) to
strategic.initiatives@das.oregon.gov:
A copy of the
current/concluding strategic plan covered by the agency’s survey update (even if provided in the past)
A copy of
any new agency strategic plan adopted since June 1 of the prior year (only if applicable)
Progress Update Survey
Posting New Plans to the Transparency Portal
When your agency posts a new strategic plan, DEIB plan, or IT strategic plan to your website, please help to keep the transparency portal updated by sending link(s) to
strategic.initiatives@das.oregon.gov. We will provide that information to Enterprise Information Services, who will batch and upload these links. For more information on the purpose and process for keeping the transparency portal up to date, you can review our
transparency portal document.
Resources
Resources for Agencies Starting a New Strategic Plan
Procurement Documents for Hiring a Strategic Plan Vendor
Expectation
Agencies are to develop and maintain a business-driven and enterprise-aligned information technology (IT) strategic plan supporting the organization's strategic priorities.
Enterprise Lead
Dan Miller, Enterprise Information Services
dan.miller@das.oregon.gov.
Changes as of March 31, 2024
- The first revision of the Agency IT Strategic Plan is due by June 1, 2025, and will align with future updates to the Agency Strategic Plan.
- Agencies with fewer than 50 full-time employees (FTEs) will incorporate IT strategies into their strategic plans starting June 1, 2025, with support from Assistant State CIOs.
- Agencies are to publish an Annual Progress Report on their IT Strategic Plan.
Posting to the Transparency Portal
Once Agency IT strategic plans and annual agency progress reports are posted to your website, please help to keep the transparency portal updated by sending link(s) to strategic.initiatives@das.oregon.gov. We will provide that information to Enterprise Information Services, who will batch and upload these links.
For more information on the purpose and process for keeping the transparency portal up to date, you can review our transparency portal document.
Resources
Expectation
All agencies will develop and submit a Diversity, Equity and Inclusion plan.
Enterprise Lead
Melinda Gross, Office of Cultural Change
melinda.gross@das.oregon.gov
Progress submittal Information
- By June 1, 2026 all agencies must respond to a survey about their DEI plan here: Link to Survey
Resource Documents
We encourage agencies to use the 2021 Statewide DEI Action Plan Resource Guide when developing agency DEI Plans. This guide will be updated in 2025.
Expectation
All agencies will annually update a Continuity of Operations Plan (COOP).
Enterprise Lead
Alaina Mayfield, Oregon Department of Emergency Management
alaina.mayfield@oem.oregon.gov.
Submittal Information
Submit Continuity Plans and related information to the OEM Continuity Office using VEOCI platform. For platform access or support, please contact oem.continuity@oem.oregon.gov.
Resource Documents
Expectation
Agencies maintain an average of 50 or fewer days to complete open competitive recruitments and actively manage vacancies, reporting quarterly the reason for each.
Enterprise Lead
Katie Matysik, Chief Human Resources Office
katie.matysik@das.oregon.gov.
Submittal Information
- No agency action needed unless the agency monitors evergreen recruitment time to fill internally. In which case, this data may be submitted to Katie Matysik at CHRO.Recruiting@das.oregon.gov within one month after each quarter's end.
- DAS pulls the 'Time-to-Fill' and 'Vacancies Open Greater Than 6 Months' reports on the following dates:
- March 31
- June 30
- Sept. 30
- Dec. 31
- DAS pulls 'Total Position' and 'Total Vacancy' reports on the following dates:
- April 1
- July 1
- Oct. 1
- Jan. 1
Resource Documents
Expectation
Agencies will implement recommendations from internal audits and from Secretary of State audits, reporting to DAS on status by May 31 and Nov. 30 of each year.
Enterprise Lead
Eli Ritchie, Internal Audits
eli.ritchie@das.oregon.gov.
Submittal Information
Audit Accountability agency submissions are completed on the Statewide Audit Contacts Teams page under 'SharePoint Links.' To gain access or get for more information on the Teams page and SharePoint site, please email Eli Ritchie at eli.ritchie@das.oregon.gov.
Expectation
- All agencies must have an orientation that 100% of new employees attend within 60 days.
- All new employees must complete Customer Service Training with 60 days of hire.
- All new managers must complete the Foundational Training Program.
- All new state employees must complete Uplift Your Benefits within 30 days of hire. Ideally an employee should complete the training within 14 days of hire, or before they complete their benefits enrollment documents.
- All new managers must complete employee feedback training within 30 days of hire.
Enterprise Lead
Submittal Information
No agency action needed. DAS pulls data from Workday reports at the following dates and times:
- 1 Oct. 2025, 9:00am
- 2 Jan. 2026, 9:00am
- 1 Apr. 2026, 9:00am
- 1 Jul. 2026, 9:00am
Resource Documents
Customer Service Policy
Agencies will develop an internal customer service policy which, at a minimum, reflects the elements outlined in the Enterprise Customer Service Standards policy. Agency policies and customer service KPMs must be submitted to DAS for review prior to implementation.
All agency policies and supporting materials must be submitted to strategic.initiatives@das.oregon.gov by March 31, 2025.