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U.S. Department of Health and Human Services

About FDA

Pacific Region - Improve response, follow up time and resolution of consumer complaints

Description: Establish uniform key performance metrics and gauge program performance for handling consumer complaints within each District and Region

Briefing Status: COMPLETED

Prior Briefing Status: ON TRACK

Milestone DescriptionMilestone DateMilestone StatusMilestone Completion Date

1. Assemble a team of managers to conduct a review and evaluate


Completed 4/3/2010

2. Create a visual process map of the current consumer complaint process for each District


Completed 5/1/2010

3. Assess the current consumer complaint process for compliance with the current RPM, FMD, IOM and other field guidance documents


Completed 7/15/2010

4. Harmonize current processes with current field guidance documents


Completed 8/30/2010

5. Select key measures from the process maps for evaluation


Completed 9/15/2010

6. Initiate 90 day baseline evaluation period using measures selected

5/6/2011 8/1/2011

Completed 9/1/2011

7. Develop standardized process based on results of baseline evaluation and program guidance (1)

8/1/2011 9/1/2011

Completed 10/18/2011

8. Submit recommendations to SMT management for improved business practice in collection and processing of consumer complaints

9/1/2011 12/1/2011

Completed 12/29/2011

9. Transparently report tracking results


On Track


  • (1) The start date for Milestone 7 was 9/1/11. The completion date and submission date to the ORA Senior Manager is 12/1/11.

Key Projects Legend

Milestone StatusDefinition
Not Yet StartedWork for specific milestone has not yet been started.
CompletedMilestone and/or overall project is completed.
On TrackMilestone - On track for completion by milestone deadline. Quarter status - Project is on track for completion based on overall milestone status.
On HoldMilestone - On hold, but deadline for completion has not passed. Quarter status - Project is on hold, based on overall milestone status.
DelayedMilestone - Delayed as it has not been completed and deadline has passed. Quarter status - Project is delayed based on overall milestone status.


Note: The data provided on this website is produced on an ongoing basis for performance management purposes and is subject to change due to updates of preliminary estimates, corrections, or other reasons. In addition, FDA may change the type or amount of data provided on this website at any time. Information marked as "Completed" may include measures and/or key projects for which activities are ongoing but no longer tracked as part of FDA-TRACK.