Strategic Plan

SCDCA Accountability Report: Fiscal Year 2018-19

Strategic Business Unit

South Carolina Department of Consumer Affairs (SCDCA)

The South Carolina Department of Consumer Affairs (“DCA”/ “Department”) is the state’s consumer protection agency. Established in 1974, DCA has over forty years of experience in protecting South Carolina consumers while recognizing those businesses that act honestly and fairly. The General Assembly has charged the DCA with administering, interpreting and enforcing thirty-eight statutes, including the S.C. Consumer Protection Code.
Plan Details

Plan period: from 01/07/2018  to 30/06/2019

The Department accomplishes its mission by: 1.) acting as an effective regulator, 2.) providing complaint mediation services that are unmatched at both state and federal levels, 3.) saving millions for both consumers and small businesses through insurance rate filing intervention, 4.) serving as an educational portal for consumers and businesses alike, and 5) informing the public on effective ways of preventing and mitigating identity theft situations.

Plan submitted by:

Owen Ambur

Governed by the Commission on Consumer Affairs, SCDCA is organized into six divisions: Administration, Consumer Services, Consumer Advocacy, Public Information and Education, Legal Division and the Identity Theft Unit.

Analysis

Competitive Environment


Competitors

South Carolina Department of Consumer Affairs (SCDCA)

The South Carolina Department of Consumer Affairs (“DCA”/ “Department”) is the state’s consumer protection agency. Established in 1974, DCA has over forty years of experience in protecting South Carolina consumers while recognizing those businesses that act honestly and fairly. The General Assembly has charged the DCA with administering, interpreting and enforcing thirty-eight statutes, including the S.C. Consumer Protection Code.

Direction

Vision

To protect consumers while giving due regard to those businesses acting in a fair and honest manner.

Mission

To protect consumers from inequities in the marketplace through advocacy, mediation, enforcement and education.

Values

Integrity

Education

Quality

Timeliness

Competence

The Department will strive to be a CREDIT to our State by holding the following values as essential in our relationships and decision-making: C competence R expect E quality D education I integrity T timeliness

Scorecard

Perspective Goals Objectives Performance Indicators Commentary
Goal
Law Enforcement
Objective
Regulation
KPI
Enforcement Actions

0

Number

to 30/06/2019
(overdue)

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KPI
Entity Compliance Reviews

0

Percentage

to 30/06/2019
(overdue)

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KPI
ROI

0

Percentage

to 30/06/2019
(overdue)

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Objective
Complaints
KPI
Break-Even Point

0

Dollars

to 30/06/2019
(overdue)

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KPI
Complaint Closure

0

Percentage

to 30/06/2019
(overdue)

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KPI
Complaint Closure Average

0

Number of Days

to 30/06/2019
(overdue)

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KPI
Unsatisfied Complaints

0

Percentage

to 30/06/2019
(overdue)

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Objective
Consumer Interests
KPI
Insurance Filing Interventions

0

Percentage

to 30/06/2019
(overdue)

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KPI
Insurance Savings

0

Dollars

to 30/06/2019
(overdue)

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KPI
Legislative Outcomes

0

Percentage

to 30/06/2019
(overdue)

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KPI
Timely Regulatory Comments

0

Percentage

to 30/06/2019
(overdue)

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Goal
Licensing & Registration
Objective
Online Licensing
KPI
Online Filings

0

Percentage

to 30/06/2019
(overdue)

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KPI
Online Payments

0

Percentage

to 30/06/2019
(overdue)

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KPI
Timely License Issuance

0

Percentage

to 30/06/2019
(overdue)

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Objective
Interpretation & Explanation
KPI
Regulations Becoming Law

0

Percentage

to 30/06/2019
(overdue)

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KPI
Regulations Review Completed

0

Percentage

to 30/06/2019
(overdue)

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Goal
Education
Objective
Traditional Education
KPI
Educational Publications

0

Number

to 30/06/2019
(overdue)

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KPI
Presentation Attendees Average

0

Number

to 30/06/2019
(overdue)

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KPI
Presentations Requested

0

Number

to 30/06/2019
(overdue)

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Objective
Media
KPI
Media Requests

0

Number

to 30/06/2019
(overdue)

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KPI
Press Releases Published

0

Percentage

to 30/06/2019
(overdue)

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Objective
Public Awareness
KPI
Retweets

0

Percentage

to 30/06/2019
(overdue)

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KPI
Website

0

to 30/06/2019
(overdue)

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KPI
Website Visits Increase

0

Percentage

to 30/06/2019
(overdue)

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KPI
YouTube Views

0

Number

to 30/06/2019
(overdue)

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Goal
Technologies & Strategies
Objective
Technology
KPI
CALAS Operational

0

Percentage

to 30/06/2019
(overdue)

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KPI
Complaints Filed Online

0

Percentage

to 30/06/2019
(overdue)

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Objective
Data
KPI
Annual InfoSec Training

0

to 30/06/2019
(overdue)

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KPI
policies and procedures implemented

0

Percentage

to 30/06/2019
(overdue)

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Objective
Workplace Environment
KPI
Employee Satisfaction

0

Percentage

to 30/06/2019
(overdue)

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KPI
Employee turnover rate

0

Percentage

to 30/06/2019
(overdue)

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KPI
Equal Opportunity Employment Rating

0

Percentage

to 30/06/2019
(overdue)

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Goals

Law Enforcement

Goal Statement: EFFECTIVELY ADMINISTER & ENFORCE THE LAWS ASSIGNED TO THE DEPARTMENT TO PROTECT CONSUMERS FROM FRAUDULENT, UNFAIR AND DECEPTIVE PRACTICES.

Objectives:

  • Complaints
  • Consumer Interests
  • Regulation

Licensing & Registration

Goal Statement: Provide a quality, streamline program of licensing and registration to promote high standards for regulated businesses and ensure South Carolinians are effectively and efficiently served

Objectives:

  • Online Licensing
  • Interpretation & Explanation

Education

Goal Statement: Educate consumers and businesses on their rights and responsibilities under the law

Objectives:

  • Public Awareness
  • Traditional Education
  • Media

Technologies & Strategies

Goal Statement: Constantly evaluate technologies and strategies available to cultivate a culture of security, efficiency and knowledge building

Objectives:

  • Workplace Environment
  • Data
  • Technology

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