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DTMB Strategic Plan


Optimize enterprise-wide business, financial, and technical
services to enable a government that works.


Help drive efficiency. Connect customers to services.
Deliver solutions.

Our Values

DTMB Help. Connect. Solve. Logo - Strategic Plan

About Our Values

As people of integrity, we adhere to the State of Michigan’s values of leadership, excellence, teamwork and customer service.

DTMB Go Beyond Logo - Strategic Plan

Customer Service

Understand your customer. Be understood. Deliver solutions.

DTMB Make A Difference Logo - Strategic Plan


Be a positive influence. Embrace diversity and inclusion.

DTMB Raise the Bar Logo - Strategic Plan


Always do your best. Take pride in your role.

DTMB Do the Right Things Logo - Strategic Plan


Always do what is right.

DTMB Inspire Each Other Logo - Strategic Plan


Collaborate to meet our goals.


Goal 1 | Improve customer satisfaction

Improve customer satisfaction for stakeholders receiving DTMB services by implementing data-driven action plans to improve quality of service.

Outcome metric: Increase percentage of DTMB service areas with a customer satisfaction score at or above 78%

Strategic objectives:

  • Improve customer satisfaction scores for underperforming service areas by establishing a standard approach to customer satisfaction action planning
  • Key performance indicator: Percentage of business units with an approved customer service action plan by March 31, 2020.
  • Improve satisfaction scores for underperforming service areas by implementing customer satisfaction action plans.
  • Key performance indicator: Percentage of low scoring business units with action plans on track for completion.

Goal 2 | Responsible use of taxpayer revenue

Responsible use of taxpayer revenue through benchmarking and best-in-class methodology

Outcome metric: Optimize the cost-effectiveness of DTMB operations.

Strategic objectives:

  • Establish DTMB core responsibilities that should be implemented as an enterprise standard
  • Key performance indicator: Percentage of DTMB business units with identified value-stream aligned to core responsibilities
  • Improve financial reporting and forecasting for DTMB by establishing a consistent and transparent model for management decision-making.
  • Key performance indicator: Financial reporting and forecasting model completed and approved by date TBD.
  • Establish benchmarks as validation of operational efficiencies for DTMB enterprise standard.
  • Key performance indicator: Percentage of DTMB operations with an established benchmark to target (%) by date TBD
  • Meet operational benchmarks for DTMB operations by applying corrective actions and ensuring compliance with best practices.
  • Percentage of selected critical operations demonstrating improved cost effectiveness by TBD.

Goal 3 | Reduction of audit findings

Reduce repeat material audit findings for the enterprise by reviewing open audits and creating remediation action plans that include comprehensive communication and training.

Outcome metric: Decrease number of repeat material audit findings.

Strategic objectives:

  • Establish OAG and federal, and self-identified audits as the source of truth for material audit findings to be remediated.
  • Key performance indicator: OIAS [baselines] and maintains active portfolio of material findings and reports quarterly to DTMB
  • Establish prioritization matrix based on risk/cost/benefit to define order of work.
  • Key performance indicator – List of material findings to be addressed in priority format, including resolution metrics.
  • List of OIAS recommendations (or other risk assessment services/self-identified) in prioritized format, including resolution metrics.
  • Key performance indicator: List of material findings to be addressed in priority format, including resolution metrics.
  • Establish, document, and maintain standard auditable procedures at the program level.
  • Key performance indicator: Percentage of program areas that have created and maintained standard operating procedures.

Goal 4 | Maximize employee performance

Maximize employee performance by ensuring that people with the right skills are in the right jobs.

Outcome metric: Percentage of operational performance metrics meeting or exceeding their target.

Strategic objectives:

  • Ensure an accurate description of the work and technical and behavioral skills needed for employees to accomplish their jobs by validating PDs no less than every 2 years.
  • Key performance indicator: Percentage of PDs validated biennially.
  • Develop and implement a process to effectively identify and address gaps between the knowledge, skills, and abilities required to do the job and those held by employees.
  • Key performance indicator: Percentage of areas with updated staffing plans annually.
  • Create and implement a departmental plan to attract qualified applicants for positions.
  • Key performance indicator: Decreased number of job re-postings.

Goal 5 | Improve employee engagement

Improve engagement for DTMB employees by creating and implementing employee engagement action plans.

Outcome metric: Increase DTMB employee engagement score from 83% to 85% by 2025.

Strategic objectives:

  • Increase DTMB employee engagement by implementing a department level action plan after each employee survey.
  • Key performance indicator: Percentage of action plan items completed or on track for completion.
  • Increase DTMB employee engagement by having DTMB senior staff conduct strategic vision discussions for their area by Dec. 31 each year.
  • Key performance indicator: Percentage of vision discussions completed annually by Dec. 31.
  • Increase DTMB employee engagement by taking action on recommendations from the DTMB diversity and inclusion committee.
  • Key performance indicator: The diversity and inclusion committee will be formed, with a charter in place by Dec. 31, 2019.

Other Plans

Michigan IT Strategy 2021-2025

The Information Technology Strategic Plan lays out the high level roadmap, the goals and objectives to achieve a resident-centric government a reality. The plan’s goals were developed by tapping into the knowledge of each agency’s business needs and processes, coupled with the IT expertise and ideas from DTMB. Through collaboration and hard work this innovative and ambitious plan will positively impact the lives of every Michigan resident, business and visitor for years to come.

Read More