Report 2013-045 Recommendation 22 Responses

Report 2013-045: Bureau for Private Postsecondary Education: It Has Consistently Failed to Meet Its Responsibility to Protect the Public's Interests (Release Date: March 2014)

Recommendation #22 To: Private Postsecondary Education, Bureau for

To reduce its backlog of unresolved complaints involving institutions, the bureau needs to establish benchmarks and monitor them to ensure that the additional staff it requested and Consumer Affairs' complaint program staff resolve the backlog as expeditiously as possible.

Annual Follow-Up Agency Response From September 2015

The Bureau is submitting a copy of the workload analysis report completed by CPS RH consulting on February 13, 2015 and a copy of the Budget Change Proposal that was submitted to obtain the additional resources identified in the study. The Bureau is pleased to report that as a result, additional staffing was received and the Bureau is in the process of completing the hiring for the positions received effective July 2015.

  • Completion Date: July 2015

California State Auditor's Assessment of Annual Follow-Up Status: Resolved


1-Year Agency Response

The Bureau is providing procedure #2013-0032 Complaint Case Handling Procedures (Attachment #16) that include processing benchmarks for complaint case handling.

  • Completion Date: February 2015
  • Response Date: March 2015

California State Auditor's Assessment of 1-Year Status: Partially Implemented

The bureau has not provided documentation that it has monitored its staffing level to ensure it is sufficiently staffed to reduce the backlog of unresolved complaints.

  • Auditee did not address all aspects of the recommendation

6-Month Agency Response

CPS's audit of the complaint process is the first priority for the process/workload analysis. This will provide solid data on the time it takes to resolve complaints. Once we know how long it actually takes to process complaints we can break the process into tasks and will be able to better hold staff accountable to specific timelines. This is the responsibility of the Bureau Chief and the Enforcement Chief.

  • Estimated Completion Date: March 2015
  • Response Date: September 2014

California State Auditor's Assessment of 6-Month Status: Pending


60-Day Agency Response

CPS's audit of the complaint process is the first priority for the process/workload analysis. This will provide solid data on the time it takes to resove complaints. Once we know how long it actually takes to process complaints we can break the process into tasks and will be able to better hold staff accountable to specific timelines. This is the responsibility of the Bureau Chief and the Enforcement Chief.

  • Estimated Completion Date: October 2014
  • Response Date: May 2014

California State Auditor's Assessment of 60-Day Status: Pending


All Recommendations in 2013-045

Agency responses received are posted verbatim.


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